Ethernet connections on Hub3 stopped working

[RobKar]

Local issue today with VM updating a local hub, and our Internet connection was totally down for several hours.

 Eventually got Wifi back, and made the mistake of following VM advice resetting hub, so pain with various bits of kit having to be reconnected.

However none of our Ethernet connected equipment is working. Have tried unplugging etc nothing changed. Even ran NEW cable to CCTV hard drive no change.

Have spent hours on phone to VM customer service and they will not supply a new Hub, we have to wait until Saturday for an engineer. Consequently we cannot use our Alarm system or CCTV as they are both connected via Ethernet.

Have eventually spotted that none of the ‘lights’ on the Ethernet ports are flashing, so looks to me like the hub is the issue.

Disgusted with service from VM and disappointed with technical side who tell us via text that ‘everything is looking good and will continue to monitor’.

[Client62]

Next time turn the Hub off and then place the support call - that will appear like a total outage that needs a response.

[RobKar]

Thanks for the tip. But it’s a shame they cannot fully detect hub faults and are SO reluctant to replace hubs.

[Natalie_L]

Hi RobKar, 

Welcome to the Community and thank you for posting. 

We are very sorry for the issues you have been experiencing with your service. 

After running checks from our side, I can see you have had a visit from our technical team and they have been able to assist further. 

Please do let us know if you have any further questions or concerns and we will be happy to assist further. 

Thanks,