Broadband stopped working

[Simon48]

My broadband band has stopped working. I've run the diagnostics on the website and it says there is no issues in the area but the hub needs resetting (hub3), I've done this several times now and each time I can get a connection for a few minutes before it stops working again. WiFi devices say they are connected to the hub but the is no internet connection and the wired connection barely works either. Can anyone help? 

[Adduxi]

What are the lights on the Hub showing?   If the wired connections are working, is this just all the Wifi is down?

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[Simon48]

The only light showing is the white power light 

[Adduxi]

Normally if there are any connection issues the lights would flash.  

Try a 60 second factory pinhole reset as below.  Do not use the VM Connect app for this.  It is important to leave the Hub alone after the 60 seconds and let it reboot itself and settle.  This may take 10 - 15 minutes.

Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

[Akua_A]

Hi @Simon48 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having intermittent issues with your broadband service. We can understand the frustration caused and we want to best help. Have you tried the advice given by @Adduxi, if so, what happened? Does the issue persist? Please let us know and we will do our best to help.

Thanks,