Forum Discussion

Maia1805's avatar
Maia1805
Settling in
2 months ago

Issues with Wi-Fi

Hello,

My Hub4 router keeps intermittently cutting out. It ends up coming back with the flashing light. It happens at least once every hour or two.

This includes wireless and wired connections. I have tested different wires, I'm really not sure what to do.

When i use the diagnostic tool it has issues with the broadband and the TV, but it's been going on for at least a week at this point and it says if it persists for 24 hours an engineer will come out. 

Any help would be appreciated,

Thanks

Help
support

8 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    Test with hub in modem mode to a PC and see how stable it is run a ping -t 1.1.1.1

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Maia1805 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

    We're sorry to hear about the issues you're having with your broadband and TV services 😔

    Have you tried following the advice provided by legacy1? If so, what was the outcome?

    Advice on how to fix internet problems can be found here. 

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • Maia1805's avatar
    Maia1805
    Settling in
    2 months ago

    Hello all, 

    Thanks for replying. We're having an engineer over tomorrow so I'll let you guys know what the issue was. 

    Thank you,

    Maia

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for coming back to us Maia1805.

      Do you have any updates to share on the status of the connection, since the engineer visit?

      Thanks

      David_Bn

  • Maia1805's avatar
    Maia1805
    Settling in
    2 months ago

    The hub 4 we had was replaced with a hub 5, some corroded part was removed and replaced outside, and an unused splitter was removed.

    This has helped somewhat with cutting out being more infrequent and lasts less time (other than the anomaly stated below), but it is still cutting out.

    For example: today it cut out around 8:40 for a few minutes, then from 10:40 to 13:15 (I was not home during this, but this was the most extreme cut out so far), then around 17:35 for a few minutes again, and finally around 20:30 for a few minutes again.

    I'm really not sure what to do about this now. But it is definitely cutting out a lot less frequently and normally for a lot less time.

    Any help would be appreciated.