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Forum Team (Retired) Jen_A
Forum Team (Retired)
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Message 11 of 20
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Re: 5G Broadband keeps dropping out

Hi Ben & Brazeng,

I've ordered a replacement Hub for both of you. It's our newest model and the Wifi should work well for you. We are not able to guarantee that the Wifi signal will reach all corners of a property as local elements need to be taken into account. You may find that a power line adaptor may be needed. 

When you get the new Hub please download and use the Virgin Media Connect app and use it to test your wireless signal. If there are any dead spots the app will advise on how to get your (possibly free) Wifi booster kit.

Here is the info relating to Hub delivery:

  • The new Hub should arrive within the next few days.
  • The courier, Yodel, will leave contact details should re-delivery arrangements be needed.
  • A text will be sent (to the mobile number we have listed for you) the day prior to delivery advising of an ETA.
  • Full setup and activation instructions will be included.

Keep us updated on how you get on 🙂


Jen
Forum Team



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Greystonesben
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Message 12 of 20
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Re: 5G Broadband keeps dropping out

Great, thanks Jen! Will keep you posted. Thanks for your help

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Brazeng
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Message 13 of 20
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Re: 5G Broadband keeps dropping out

 Thank you Jen. I'll let you know how I get on.

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h_robertson
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Message 14 of 20
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Re: 5G Broadband keeps dropping out

Our 5G signal keeps dropping out. Been an hour since we rebooted and it is still down.

We are getting really fed-up with this issue. Any advice?

 

Thanks

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Brazeng
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Message 15 of 20
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Re: 5G Broadband keeps dropping out

Hi jen . The new hub has done the trick. Many thanks

Graham

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Cheunga
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Message 16 of 20
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Re: 5G Broadband keeps dropping out

Hi Jen,

I am experiencing the same issue with my Superhub2 as the other members that have posted in this thread. The Wifi's 5G keeps dropping intermittently, but 2G seems to be fine. It's been happening for a couple of months now. I am getting really tired with having to reset the Superhub2 several times a day. Would it be possible for you to send me a replacement hub please.

Many thanks.

Andy
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Forum Team
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Message 17 of 20
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Re: 5G Broadband keeps dropping out

Hi Cheunga, 

 

Welcome to the forums. 

 

Sorry to hear of the issues you've been experiencing with your hub. Do you have any logs of your WiFi dropping out so we can look into this for you? 

 

Keep me posted. 

 

Thank you 🙂 

Ryan_N - Forum Team
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gigapig
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Message 18 of 20
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Re: 5G Broadband keeps dropping out

Hi 

Both the 2G & 5G dropout regularly on my Superhub and has done for some years now. I normally just reboot or switch to the one that is working but that has now become frustrating so hopefully something can be done about it.

Is there settings that can be changed or is it a hardware issue?

Thank you

 

Date	Time	Error Number	Error Description
21/10/2019	21:13:39 GMT	66050310	Auth Success - Web login successful.
21/10/2019	19:32:28 GMT	68010100	DHCP RENEW sent - No response for IPv4
19/10/2019	16:01:52 GMT	66050310	Auth Success - Web login successful.
18/10/2019	14:54:32 GMT	68010302	DHCP WAN IP - 81.97.228.142
18/10/2019	14:53:26 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
18/10/2019	08:46:08 GMT	68000407	TOD established
18/10/2019	08:45:57 GMT	82000200	No Ranging Response received - T3 time-out
18/10/2019	08:45:57 GMT	82000200	No Ranging Response received - T3 time-out
18/10/2019	08:45:55 GMT	82000200	No Ranging Response received - T3 time-out
18/10/2019	08:45:47 GMT	84000510	Downstream Locked Successfully
18/10/2019	08:43:45 GMT	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019	08:43:44 GMT	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019	08:43:44 GMT	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019	08:43:44 GMT	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019	08:39:02 GMT	84000500	SYNC Timing Synchronization failure - Loss of Sync
18/10/2019	08:38:05 GMT	84020200	Lost MDD Timeout
18/10/2019	08:38:05 GMT	84020200	Lost MDD Timeout
18/10/2019	08:38:05 GMT	84020200	Lost MDD Timeout
 

 

 

 

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Forum Team
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Message 19 of 20
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Re: 5G Broadband keeps dropping out

Hi gigapig, 

 

Thanks for your post and welcome to our community 🙂

 

I'm sorry to hear you're having some issues with the broadband,

 

I've run a health check on the account and it's showing there to be a period of network instability- this is something I'll to arrange an engineer for. 

 

I've popped you over a private message so I can arrange this.

 

Thanks,

 

Alex_Rm

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gigapig
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Message 20 of 20
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Re: 5G Broadband keeps dropping out

Thank you Alex_Rm
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