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chenks
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Message 11 of 25
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Re: Closing account without paying a penalty

ignore the diagnostic result.
tell us what actually happens when you're using it.

explain what you mean by 5/6 seconds timeout, what is phsyically happening?
what lights are showing in the hub when this happens?
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samuele156
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Message 12 of 25
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Re: Closing account without paying a penalty

Ok, sorry for the confusion 🙂

I have a 5/6 seconds disconnection (cannot refresh pages, video-games lose the connection to the server, live programs are stuck) every 20/30 minutes, every day.

It happens mostly on laptops, because I do not use the smartphone and therefore I cannot confirm for it, and it happens regardless of the use of wifi or cable. It does not make any difference, I still lose the connection a lot.

I posted upstream and downstream and I have been told they are ok, and I posted also the network log and there are errors and critical errors there, but the engineer said it does not matter (I doubt he checked, because if they are called critical errors it means that they are critical, otherwise they would be called another way, I believe).

I never check the lights because it's too quick and the hub is hidden from the laptop, but I will try to check it today. 

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chenks
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Message 13 of 25
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Re: Closing account without paying a penalty

critical errors in network logs often don't mean "critical" in what the lay person would think critical means.
the lights will tell you if a physical drop in connection happens (or not).

i assume you've done all the obvious things like factory restoring the hub.

have you tried putting the hub into modem modem and then connecting the laptop to the hub via ethernet and testing? if it happens every 20/30 minutes then it should be easy to test if the problem remains or goes away.
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samuele156
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Message 14 of 25
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Re: Closing account without paying a penalty

I tried to reset it, and an agent also "re-routed" from his side. Not sure what he did, but he called it that way. Both did not work, unfortunately.

I do not know what modem mode is, I apologize. What is the difference with that mode?

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chenks
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Message 15 of 25
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Re: Closing account without paying a penalty

you say you "tried to reset" it. were you sucessful in that?
ignore anything agent said they did remotely for now.

modem mode - https://www.virginmedia.com/help/virgin-media-hub-modem-mode#hub3
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samuele156
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Message 16 of 25
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Re: Closing account without paying a penalty

Sorry, my English is not good enough sometimes 🙂 

I said "tried" because I did it, but it did not fix the problem. Just a straight translation of a common way to say that in Italian, but it probably does not work in English.

I will try the modem mode! Thanks

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samuele156
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Message 17 of 25
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Re: Closing account without paying a penalty

I am in modem mode now, using the cable, but I cannot find the wifi. How can I find it?

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chenks
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Message 18 of 25
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Re: Closing account without paying a penalty

there is no wifi in modem mode.
as i said, connect via ethernet and test.

"have you tried putting the hub into modem modem and then connecting the laptop to the hub via ethernet and testing? if it happens every 20/30 minutes then it should be easy to test if the problem remains or goes away."
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samuele156
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Message 19 of 25
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Re: Closing account without paying a penalty

Thanks. I had the same problem in modem route. Do you have any other idea?

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chenks
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Message 20 of 25
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Re: Closing account without paying a penalty

so, as previousy requested, what lights were showing when the issue happend?
when the issue is happening, what errors do you get on your device?
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