Forum Discussion

2-4-1's avatar
2-4-1
On our wavelength
2 days ago

Where is our Hub 5

A few weeks ago we renewed our long-standing contract with VM.

To say we had problems doing so is an understatement. We were told we could have things we couldn't, then an agent forgot to put our renegotiated contract through the system, then we had issues with Netflix charging us for the service we'd had (& still have) via VM for years.

Many, many calls were made to Retentions, speaking to agents who didn't always understand & also several Live Chats. 

Anyhow, I digress. At the start of the process an engineer visited & told us our broadband service (we're on the 1 Gig) was poor due to issues with external wiring & he said he'd arrange for another engineer to sort this out. He also said our Hub 4 isn't up to the task & advised us to order a Hub 5.

We did this & received the plug adaptor through the post a few weeks ago but we've never received the Hub itself.

I've just run a speed test & on WiFi, just a few feet from the router, I'm only getting a download of around 250MB & an upload of around 80MB.

I've spent enough time in the phone, etc, to VMs foreign call centres so please can someone from VM on here advise me:

i) Where is the Hub 5 I ordered and

ii) Has the external wiring been fixed?

All the issues we've had have left us wishing we'd just cancelled & gone over to Sky. A contract renewal has never caused this many issues before!!

1 Reply

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    22 hours ago

    VM have a policy of only issuing Hub5's to "new" customers - anyone upgrading to 1GB will get the Hub4 - this is until Hub5  supply issues have been resolved.

    The Hub4 should deliver close to maximum speeds - what speeds do you get when you connect a computer/laptop directly to the Hub on a Cat6a ethernet cable?

    Also to check if there is any network connection issues you could post up that data - as per this....

    _______________________________________

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  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 in the Downstream tab, the 2 in the Upstream tab, &  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