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Itzanotheruser's avatar
Itzanotheruser
On our wavelength
7 months ago

One half of the router spits its dummy out?

Anyone with better knowledge than me out there that can help me understand this one.
Several times over the last couple of weeks (most of the time at or just after midnight .. but more recently at 6-6.30 pm) the hub5 that I have will flately refuse to talk to the internet. But, its more than that before you jump in.
Whilst the internet is down:
Both ethernet and wireless are gone, devices are connected to the router but not to the net.
I cannot access the routers settings (192.168.0.1) (times out)
I can access other devices on the network within the house (such as seperate router used as switch on 192.168.0.6) (normal speed of connection)
The guest netword (192.168.1.1) is working fine - wirelessly only, but fine.

I have tried explaining this to the customer service people but this isnt covered by their flowcharts of questions and answers as (multiple times that I have called, and mulitiple times within each call) they simply default to wireless issues/have you a third party router/you have multiple devices connected to your wireless .... blah blah blah ... and not understanding that ethernet is not wireless and this issue is happening to bioth at the same time.

Anyway, can any of you shine a light on how or why this is possible for the main network to have no connection to the net, but the guest to be fine and at full speed?

Much appreciated,
Itza

guest network issue
home network issue
Hub5
router

14 Replies

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    • Itzanotheruser's avatar
      Itzanotheruser
      On our wavelength
      7 months ago

      Thats what I have been doing as advised by the person at virgin when I call, but should this be neccesary at least six times since I took ownership of this hub5 in August meaning that anything using the router (TV, phone and broadband) all fails and then has to stop for the 5 minutes to reset it.
      And also how does it work .. not work ....  I mean, letting the guest through but not the main network .. its confusing as heck to me.

    • Itzanotheruser's avatar
      Itzanotheruser
      On our wavelength
      7 months ago

      I am using the hub5 installed at the beggining of august replacing an old hub5 due to an issue with another on/off issue (see the thread 'Continual disconnections - does this look right in any way?' ), I am currently experiencing the issue at this moment and I am having to send this using the guest network as the home/normal.192.168.0.xxx subnet is not working as from about midnight.

      Because I cant use the 0.xxx network, I cannot access the router to get the logs.
      Using the virgin media service status, it shows
      but you cant contact anyone as they are not working at night, even in India where all my calls to customer service end up, it seems. I have used the online thing, but this just gets to a point where it briefly flashes 'call a human' and then dissapears.
      Is the log likely to show anything when the issue is not happening?

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    Who knows what controls VM can do to the hub in router mode to set time limits and what not.

    Use modem mode that will make it clear if the problem still happens.

    • Itzanotheruser's avatar
      Itzanotheruser
      On our wavelength
      7 months ago

      You know, thats not a bad idea at this point ... thanks for the train of thought.

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    Well, its done is again tonight, pretty much 24 hours later. Bit different tonight as the ethernet went down, then the 0.1 wifi about 5 minutes later.
    Half an hour on and I am having to use the guest network again to post this as half an hour after it went belly up, its still out.
    For info, I turned the hub5 off last night just in case there was another mystery update that was causing the issue that needed a reboot (been told that twice by the indian techies/flowchart readers) and yet, here we are again.



    Pretty dang poor job, Virgin.

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    Welp, another day, another 'you shall not pass' using the home network (192.168.0.xxx) ethernet or wireless, but I am here posting this by using the guest network (192.168.1.xxx) on a wireless connection to the same VM hub5 router.
    Guess whos calling 'tech support via flowchart' again tomorrow!

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    Well, a busy day today so never got to call india, but its gone wonky again tonight at 00.15, with yesterdays being 00.25.
    Is there some kind of refreshing of the system that happens at these times, hoping that most people will be not using their connections?
    Anyone with insight into what could be causing this 'half of the router working', I welcome your input.

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    24 hours later, its done it again.
    No help from anyone from Virgin on here? Well, if nothing more than this, at least its letting me vent my spleen about it and have a log to keep my sanity.

    • Beth_G's avatar
      Beth_G
      Icon for Forum Team rankForum Team
      7 months ago

      Hi Itzanotheruser

      Thank you for your post, welcome to the Community Forums.

      I'm sorry to hear you've been facing some issues with your broadband connection over the past few weeks. From what I can see from this side, whilst there are no known outages in your area which could be causing this, there have been an unusual amount of disconnections in the past week. I can arrange for an engineer to visit and investigate further due to the amount.

      I've popped over a private message so I can take your details and book this in for you.

      • Itzanotheruser's avatar
        Itzanotheruser
        On our wavelength
        7 months ago

        Hello beth,
        Well, its happened again tonight. Best part of a month after the problem 'went away' .. its back. Same as before, samKnows and ThinkBroadband dont report issues as long as I connect via the guest network, using the main network (cable or wireless) gives no internet connection at all. I can view other devices on the main network within my home, apart from the router itself (192.168.0.1) which times out.

         


         

        Slow speed is due to the card in the laptop, its old.

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    and again, 24 hours later the home network drops and I loose ethernet, wifi, streaming services .. even the home screen of 360 is a bird holding a wire as it cant load all of the bumph that appears normally.
    Did a test of the connection within the settings of 360 and got this:

    ..so it can see the virgin server apparently, but there is no speed.
    However, trying to use 360 gives:

    ... so it cant talk to virgin, but it just said it could. This is the insanity I am having every night of this last week at around 00.20 (give or take a few minutes as sometimes I dont spot its dropped straight away). Same as written about on the computers, anything on the 192.168.0.xxx network, nothing can talk to the net and the router (192.168.0.1) is unreachable to connect to .. but I can connect to other devices on that subnet (for example, a device at 192.168.0.6 connects straight away).
    Change to use the guest network (192.168.1.xxx) ... and its working fine. Here is a screen grab of a samknows test done just after the above were taken of the tv:

    well, I am off to bed as I cant watch anything on TV and the main computer is ethernetted .. so I am stuffed!

  • Itzanotheruser's avatar
    Itzanotheruser
    On our wavelength
    7 months ago

    Another night, another just after midnight switching off of the main network on the router. Any advice .. anyone?