Forum Discussion

TED209's avatar
TED209
On our wavelength
1 day ago
Solved

New hub 5 booting everyone off

My Virgin Hub 5 boots devices off Wi-Fi most evenings (usually around 7–8pm) although it did it today at 11:30am.

Like, the whole WiFi network just disappears (both 5G and 2.4g) like it’s rebooting, only the light is still on. 

Comes back after about 5 mins. 

I also just get speed dropouts for a few minutes, this happens every day too, still connected but little to no internet speed.

Things I’ve already done:

  • Turned off Smart Wi-Fi / optimisation
  • Split 2.4GHz and 5GHz into separate SSIDs
  • Fixed channels manually (no DFS / not channel 100)
  • Fixed channel widths (not auto)
  • turned hub off for 4 hours 

Still happens.

Please help. I thought hub 3 was bad. Was looking forward to better speed and consistency but this is just weird. 


admin page says 

Your Hub 5 status

Wireless(On (2.4 and 5 GHz))

Internet(Partial Service (DS only))

Telephony(Disabled)

 

WIFI
  • Adduxi's avatar
    Adduxi
    1 day ago

    As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  If you need is urgent, it would be best to phone Customer Services directly.

     📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

7 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    1 day ago

    Internet(Partial Service (DS only))

    This means the Hub 5 has lost or failed to connect any Upstream Channels.

    Usually a VM service fault.




  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 day ago

    You should power off the hub, check that all connections between the hub and wall socket are secure and not corroded and power on the hub. If you still have a problem call VM to send round a technician who will probably initially do a hub swap to rule out a faulty hub upstream transmitter.

    • TED209's avatar
      TED209
      On our wavelength
      1 day ago

      Thank you. I kind of hoped a technician would appear here and sort it out! Can’t bear phoning them. Do they have WhatsApp? It’s 2026!

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        1 day ago

        As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  If you need is urgent, it would be best to phone Customer Services directly.

         📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

  • legacy1's avatar
    legacy1
    Alessandro Volta
    1 day ago

    To have a stable network don't use VM in router mode look to get your own wifi router with 2.5Gb ports and use hub in modem mode.