Forum Discussion

jebrown97's avatar
jebrown97
Joining in
6 months ago

No WiFi and ethernet connection

I've recently started having trouble with my Hub 3 router. Had it set up for about three months now with no issues until last week and I have tried multiple solutions with no success. 

Firstly, no devices are recognising an ethernet connection from the hub. I have tried using different cables, resetting the hub, using all of the ports on the back, and tried on different devices, none of which have worked.

Secondly, the WiFi from the router has suddenly been selective of the devices it'll work on. E.g. my phone and games console receives the internet (very very slow even in the same room as the router), but my laptop and games console get no internet, though connect to the router fine. 

I've tried multiple resets, factory resetting, turning off the channel optimization, adjusting the location of the router, and again nothing has worked. Oddly, my WiFi extender can be connected to as usual but that's only good for parts of my home. 

When I called for support, I was told there was nothing on Virgin's end and everything looked fine but it isn't working. 

I feel like an engineer is the only way to solve now, but any suggestions and help is welcome! 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    We have a Hub 3, when it is working normally there is just one Warm White bar displayed on the lower part of the front panel.    Does your Hub 3 look like that ?

    It is odd for some kit to work and other not.  If VM Connect app installed; has someone created a number of Wi-Fi Pausing ./ MAC Address Filtering entries resulting in blocked devices ?

    For Wi-Fi connectivity especially with Apple gear make sure the Hub 3 Wi-Fi Security is WPA2-PSK only.

    Check for known faults in your street

    Call 0800 561 0061 – this is an automated number.

    https://www.virginmedia.com/help/check/status/identification/identify

    When a major fault first occurs it can take 15+ minutes for the outage to become a current fault with progress info and an estimate for services being restored.


    Samknows Realspeed

    Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to see all the stats.

    The speed at the Hub should reflect your subscription.
    The speed any WiFi device draws data at is limited by its data needs and technical abilities.

    • jebrown97's avatar
      jebrown97
      Joining in
      6 months ago

      Thanks for the reply! The warm white light has been on consistently even when devices have had trouble connecting. 

      I checked the VM app and online I can't see anything under the filters or blocked devices and there haven't been any reported issues on there either. 

      The SamKnows test is showing the right speeds today, even though download speeds are half what they should be, so hopefully it stays that way but the ethernet still won't receive internet across devices 

      • Steven_L's avatar
        Steven_L
        Forum Team
        6 months ago

        Hey jebrown97,

        Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

        I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    I'd report the Hub 3 as defective & request a replacement.

    These partial faults are not easy to see from VM's remote tests so you may have to press the case firmly that none of your kit is working on the network sockets and Wi-Fi alone is not acceptable.

    VM Customer Services are on 150 or 0345 454 1111 from a non-VM phone.