Forum Discussion

Laura351's avatar
Laura351
Joining in
12 months ago
Solved

WiFi dropping

I have a hub4. I cannot connect to it via IP. I get the sign in screen, I put in the correct password and then the screen goes blank and then times out. Have not managed to get logged into it since Saturday evening. 

I have done the 15 second reset, and the 60 second reset. I have left the thing turned off for four hours.  I have restarted it.  I have reset factory defaults. I cannot consistently connect to the hub

I have always used the connect app to see who is connected to the network and it worked fine no problems, but since Saturday it keep saying can’t connect to the hub. Same issues as reported by other users. The app reports "Cannot find your hub". Attempt to set it up in the app, and you just go around in circles.

I have an engineer/ technician booked for a visit tomorrow. Let’s hope they can fix it as I spend a lot of time working from home. 

  • FlockWallpaper's avatar
    FlockWallpaper
    12 months ago

    Realistically, there is nothing more you can do, you have reset it fully and the problem still remains. That would strongly indicate that the hub is faulty and you may have to insist that it be replaced to the tech who comes tomorrow.

    You can, sort of, connect on its IP address to the point to getting a login prompt, the fact that it keels over after that, again suggests that the hub has a hardware fault. 

    Whatever happens, when the tech turns up do not be fobbed off with any sort of, ‘well you have an internet connection so the hub is fine’ excuse, it needs replacing.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    12 months ago

    Forget the connect App.

    Connect a computer/laptop to the Hub on an ethernet cable and ty again

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    Pollyanna strikes down another Hub 4 !

    The 60 second reset is all you can do, if the admin menu still does not operate request a replacement Hub.

    • FlockWallpaper's avatar
      FlockWallpaper
      Up to speed
      12 months ago

      Realistically, there is nothing more you can do, you have reset it fully and the problem still remains. That would strongly indicate that the hub is faulty and you may have to insist that it be replaced to the tech who comes tomorrow.

      You can, sort of, connect on its IP address to the point to getting a login prompt, the fact that it keels over after that, again suggests that the hub has a hardware fault. 

      Whatever happens, when the tech turns up do not be fobbed off with any sort of, ‘well you have an internet connection so the hub is fine’ excuse, it needs replacing.

  • Laura351's avatar
    Laura351
    Joining in
    11 months ago

    Update

    have had a new router installed. Was told by the engineer that it would all be working in an hour. But that was not the case. I ended up ringing virgin media up and spending an hour on the phone. Still not to be sorted. 
    yet again false promises. 

    discussed the fact that I can’t get on the app or login to the website. Did not seem to face them. 
    Rand VM today as the internet kept dropping out on work laptop and would not connect at all on my phone. The woman I spoke to was not helpful, I asked to speak to a manager, she explained that she was ordering me some boosters - let’s see when they arrive if they solve the problem. She did say that if these did not work she would send out a specialised engineer to solve the problem - let’s hope it does not get to this. 

    I am fed up of ringing VM to get this sorted as it has been done since last week. I must of rang them several times a day. 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      11 months ago

      I'd strongly suggest you get an ethernet adapter to plug into one of your laptops.

      Without this it will be very difficult for anyone to establish whether the fault is with the broadband service, the Hub, or the WiFi connection to the laptop. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      11 months ago

      Hi Laura351, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having issues with your Hub connecting within the Connect App and accessing the Hub via the IP. 

      Checking things this end, we can see that the team were able to get a WiFi pod ordered and this is on it's way to you. You may have already received a text with tracking details. 

      In terms of the Connect App and connecting to the Hub admin pages, this is something we're aware of. The teams are working on this already and we hope to have this resolved soon. Apologies for any inconvenience. 

      Thanks,