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Can I book an engineer, please?

I've been having an odd problem with my Hub 3 since about 02:30 on Tuesday, 10 Nov. in that although ethernet and wifi connections to the hub seem to be ok, I cannot get access to the Internet. The hub diagnostics just note "Your broadband connection is down" (it's the only issue the diagnostics detect).

I've rebooted and reset to factory settings but that hasn't helped. The router front panel lights are just the single white power light and looking at the "connected devices" page shows multiple devices (PCs, iPads and phones) connected by either ethernet or wifi, but none of these devices can reach the Internet, whereas up until Tuesday the same devices could.

Cabling from the hub seems okay and so I'm considering that the issue may be a faulty hub but I would like an engineer to check and replace if so.

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]  area ref 22

As is the case for a lot of people right now, I need this connection for work so I would really appreciate a quick response if at all possible. Up until now it's been very reliable and I've been with VM since the Hub 2 days.

Thanks for your attention.

Phil austin

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Re: Can I book an engineer, please?

You haven't said, but have you checked for “known network faults”? 2 ways to try.

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

You could also try a reset.

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

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed !  If its not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections and then 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 restart the Hub after that.  Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card.  Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one). 

See if that sorts it.

If that doesn’t sort it - call it in as faulty (08.00 is the best time) or wait here for a VM tech - can take up to a week though


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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Can I book an engineer, please?

Ah yes, I had tried the check service pages (I'd initially assumed it was a more general service outage), but neither they nor the 0800 number reported any errors in my area. A second reset of the hub didn't resolve the problem, but thanks for suggesting that, it was worth a try.

Guess I'll just have to try to get a response on 150, haven't had much luck with that lately.

Thank you anyway.

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Re: Can I book an engineer, please?

Whilst waiting can you do this.....
__________________________
Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... If you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” not the URL (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Can I book an engineer, please?

Thanks again. I was getting around to uploading the hub logs, etc.when the hub started working again, suggesting a local service outage of some sort that VMs help desk were not able to detect.

So, apologies for the “false alarm” but your advice on net monitoring and what data to gather in the event of future issues is very useful and much appreciated.

Think I’ll wait a day or two before cancelling the engineer booking though.

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