Hi All,
I became a customer recently (just a few months ago). So you are aware I am an IT engineer in several fields including networking and WiFi among other things.
Trying here as it's very hard to get hold of VM in these times. I have an intermittent issue with my VM broadband. The internet will drop out randomly, I have troubleshooted but my explanation doesn't seem to be understood by the techs I've spoken to so far at VM.
The issue - with no pattern (I can tell anyway) my internet will drop out. WiFi stays connected for maybe another minute or so after the drop out but then no devices can connect any longer and the currently connected devices drop off a little while after that. Looking at the hub there are no red lights with only the normal white power light on. During this time of no internet but WiFi is still up I cannot browse to the hub and it will not respond to ping either. The fix is turning the hub off and on again (classic IT action of course). This leads me to feel it is a Hub issue not a WAN side issue. Perhaps the Hub crashing in some way. I've checked to logs in the GUI and it seems like nothing is stated there.
I said white light above but this is now, my first hub always had a yellow ish orange ish LED light. My second and current hub has white. More on that shortly.
VM response to far - A few weeks ago I managed to get a chat session with VM. I explained to them as above and also highlighted the yellow LED light which I thought was odd as it wasn't listed in the troubleshooting stuff on their website. Although they said they could send a new hub they didn't and referred my to a (more) technical person who would ring me. During that call I, again, explained as above and he thought it was a network issue not a hub issue ad he wanted to send a tech to the house. I thought sending a new hub would be a simple troubleshooting step and avoid contact with someone in the house during lockdown but ok fine.
Tech came, I explained everything, he said he would run his outside tests first to avoid coming in if he could. Tests came back fine so he came in and tested everything he could and also saw the yellow light on the hub and said that is was odd so replaced the hub for a new one. Unfortunately the issue was not occurring during his visit so we had no idea if that would fix it or not.
Before the hub was replaced the issue was happening every day, sometimes several times a day. With the replacement hub we went a good week before it started happening again. Now it is happening once or twice a week so no where near as bad but still happening. I am still feeling it is a hub issue as the failure is always the same order of events. As a side note this hub does seem to have some really poor WiFi performance. I'm really struggling to get signal in several places in my home. I was about to buy a new Mesh network and upgrade that way but then stopped when I remembered I'd still have to use the VM hub as a router and if there was a problem it would potentially remain.
I have just seen there is a new hub 4 and also thought, if this issue is a hub 3 issue, it might fix things for me and maybe improve WiFi at the same time. Fingers crossed VM will agree to add me to the new hub roll out!
Anyway this is very long but hopefully a few of you got through it and have seen similair issues or have some fixes for me to try. MY hub firmware is on 9.1.1811.401 and it is hardware version 11.
Thanks,
Russell
