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Connected but no internet - wired and wifi

Hello,

I have a Virgin Media Hub3, I am currently working from home and through the day (betweeb 2 and 5 times per day) the hub will lose internet connection on both wired and wifi connections. It will be connected but say no internet. The power light will turn green, and both the wifi and internet light will alternate in flashing for around 10 minutes before eventually settling back to connected.

Obviously with me working from home, this is causing a lot of issues - particularly in the middle of video meetings, and also causing my VPN to drop out and reconnect.

I have tried checking connections, rebooting the hub and running the test found on the virgin media help website.

Can anyone help?

 

Thanks,

Sam

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Message 2 of 8
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Re: Connected but no internet - wired and wifi

Are there any messages in the Network Log on the hub?
You can get to this through your browser (http://192.168.0.1 then select Router Status).
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Re: Connected but no internet - wired and wifi

If you're losing WIFI and cable, then indeed you need to see what the Hub is saying on its diags and (minimal) logs. 

When I lose all VM, I set my phone as a hot spot and link to that

Do check the Hub status and check to see if it is both, because I had the 2.4ghz WIFI playing up (and still does), but 5ghz WIFI is fine

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Re: Connected but no internet - wired and wifi

Sorry - and check overall status on the VM site, and dial 150 off your VM phone to see if there is an area issue as well

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Re: Connected but no internet - wired and wifi

Hi

I have just checked http://192.168.0.1, i can't see an option for router status except for "Hub 3 Status Overview". In this, the only thing that jumps out is that telephone service is disabled, which is strange as the telephone is working.

I have run a diagnostic which says there are problems with telephone and Wifi and says this:

 

If you still think something is wrong, please check the following

1Gateway IPv4 address is valid.

2Your broadband connection is working.

3The temperature of your Hub 3.0 is normal.

4The status of telephone line 1 is not ready.

5The status of telephone line 2 is not ready.

6The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.

7Please place your WiFi device near the Hub 3.0.

 

Not sure if this helps explain the issue further?

 

Thanks

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Re: Connected but no internet - wired and wifi

Unless your phone is routing via the hub, it would be disconnected.

Mine (phone) doesn't go near it.

I get that "place your equipment nearer" message - which I ignore to be honest, because the equipment is fine. 

Does Virgin say your local service is at fault? Can they connect to your Hub? 

I think you need to call them up, hold on the line - and get them to check their end

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Re: Connected but no internet - wired and wifi

Hi Herriott

Virgin thinks everything is alright according to the local area status check

Thank you, I'll call them

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Message 8 of 8
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Re: Connected but no internet - wired and wifi

You an get router status without logging in to the hub as shown below:

Hub 3 0.png

 

 

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