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18 months on and still issues not fully resolved.

SNA_Toxic
Joining in

Screenshot_20240610_124105_VM Connect.jpgScreenshot_20240520_145146_VM Connect.jpgScreenshot 2024-06-10 123406.pngScreenshot 2024-06-10 124048.pngScreenshot 2024-06-10 124531.pngScreenshot 2024-06-10 124545.pngScreenshot 2024-06-10 124556.pngScreenshot 2024-06-10 124607.png

1st issue: So,18 months ago we had a engineer out to sort massive packet loss and he had it raise the issue higher up, we never got the issue fully resolved or found the outcome to the issue, now its back better than ever. My kids are big gamers and are complaining all the time regarding lag and the game unplayable online, they have there consoles?Pc hard wired via ethenet. I added the last 4 day logs from thinkbroand quality monitor.

2nd issue: Hub 4 wont allow us to access it in anway and we seem to have poor wifi, its always saying they have to fix it, the router is in my room and i cant turn the white light off. I  phoned and asked for an engineer and upgrading to the hub 5 due to reading this issue on here, I was on the phone last week for nearly 2 hours and they ran loads off tests, and got fobbed off saying they have to monitor it because he couldnt see the issues because the internet works.

Can someone please point me in the right direction please.

7 REPLIES 7

Client62
Legend

Stick a bit of black masking tape on the Hub 4 lights.

vmrunreliable
Superfast

They didn't run any tests, they were lying.

Your broadband isn't going to get fixed so for your own benefit you should get that idea out of your head. The best option you have now is to wait until your minimum term expires then leave.

jbrennand
Very Insightful Person
Very Insightful Person

Lets see a full data set - can you do this....

__________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. 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 from the Downstream, 2 from the Upstream, & 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


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Client62
Legend

More Red Flags in this thread than on Xi's Hongqi car.

Est verus homo ?

Screenshot 2024-06-11 082214.pngScreenshot 2024-06-11 082355.png

I tried on several browsers and none will allow me to sign in and get the data, at the start it asks for password and ive enetered the correct one and when i click next i end up with this above or a blank white screen.

jbrennand
Very Insightful Person
Very Insightful Person

OK Last chance... do another reset exactly as per this below and then try and log in on a laptop/pc connected via ethernet cable.  If you dont get in call it in as a fault for a Tech visit.

_____________________________

Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

With the Hub switched "on", and co-ax still connected, push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 5' or so to initialise and then your passwords/passphrase for both the Hub settings and the Wifi network(s) will revert to the two printed on the Hub sticker on its base. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi - and the settings/admin one to access the Hub settings.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi @SNA_Toxic 

Welcome back to our community forums and sorry to hear you have been having connectivity issues for so long and have been unable to access your hub. This is not the level of service we look to provide and we want to best help. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

Akua_A
Forum Team

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