Forum Discussion

nukec's avatar
nukec
Tuning in
2 months ago

Internet is down for 1 day, red light on hub 3.0

I’ve never experienced something like this I my life. This company has the worst support line in history. My internet is down for more than 24 hours I had to call to office to say I just can’t do anything until I get this fixed, and I’ll probs have to go to office on Monday. If I check status online it says everything is ok, while red light is on hub 3.0. If I want to request a technician it does the same scan again and telling me it’s ok. If I call phone number and choose network problem it tells me it will send me sms and just says bye, the sms leads to same url that checks my connection and says all is good, still can’t access internet. If I reset factory modem, still can’t access. If I turnoff and on hub 10 Times, still red light can’t access. It’s like joke, you can’t get to real human at all, and this company depends on forums, that are not even organised you can’t check the group of threads in normal way for the same purpose as they don’t want to show how many people have issues.

if I don’t find a way today somehow to request technician for same day today to come fix/replace hub or whatever I am canceling this nightmare and go somewhere else where I can at least talk to real human. This company is a joke.

for anyone that cares: red light on hub, tried off on 10 times, tried factory reset, WiFi and cable connection is available just nothing happens in browser (due to red light on hub I guess), tried different devices doesn’t work. How the hell do I request technician????

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Tirades like this really invite the reader to just move along to the next thread.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

    Hi nukec, thank you for reaching out and a warm welcome to the community I am so sorry to hear you are having a red light issue.

    I am going to send you a DM but please do try these steps in the meanwhile;

    • Turn the power switch off on the back of the Hub.

    • Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.

    • Then use the power switch to turn the unit back on. The Hub should now operate normally.

    • nukec's avatar
      nukec
      Tuning in
      2 months ago

      can you stop copy pasting like a robot, i've obviously did this multiple times, because your infinite loop to the same articles no matter what operation you execute always lead to same thing

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 months ago

        Hi nukec 

        Thanks for getting back to Matthew with your details via PM.

        I've gone ahead and booked in an engineer appointment for you.

        There’ll be no charge for this visit unless:

        • *The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
        • *You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

        Otherwise, the appointment would be free of charge.

        The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

        If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.
        Let us know how the visit goes and if you need anything else.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 months ago

    The red light has nothing to do with the Hub performance (but it does need replacing) - its a well known issue on ageing Hub3's where the cheap LED's tend to fail/fade from white to.... beige>yellow>orange>red - there are hundreds of examples of that on this forum.

    If you can post up the connection data for the hub as below, we can take a look and see if we can spot where the issue lays and how best to get it fixed.

    _________________________________________

    In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago
    nukec wrote:

    if I don’t find a way today somehow to request technician for same day today to come fix/replace hub or whatever I am canceling this nightmare and go somewhere else where I can at least talk to real human. This company is a joke.

     

    Your contract does not make any promise of response time for a repair. After two full days without service, you will get compensation for each day without connection.