Virgin Media Community

[SteFawcett]

I cant see where I would find the information on dates and times, 

[Gareth_L]

HI SteFawcett

Have you been able to find the time and date yet?

You can also view it on this App 

Gareth_L

[martip]

Gareth_L,

We are having horrendous issues with our WiFi this afternoon (29/1/22) Both 2.4Ghz and 5Ghz bands keep "switching off" with the WiFi symbol on the router illuminating. This wil last for several minutes and then all good again for a short while. Ethernet connected devices are fine and stable, so it is a HUB3 issue.

It is an unacceptable service from a so called super-hub advertised to give "super fast" WiFi to your home.

Now before you access the hub and tell me we have too many WiFi devices connected or that they are too far away; nowhere have I found any information or definitive documentation which states maximum  devices or distance. I appreciate that with many devices using WiFi channels at the same time there may be some congestion issues (ie reduction in speed etc.) However most of the WiFi devices we have installed lay dormant for most of the time so will not have an impact. Furthermore the WiFi has operated, more or less fine until this afternoon with occasional failures of the WiFi in the pasrt!

(I have to say that in my opinion the HUB3 does not  live up to the advertised hype, nor ever has)

I would greatly value your input.

Martin

[SteFawcett]

Hey Martin,

Seven months they kept telling me my Hub 3.0 was working perfectly even though the WIFI kept dropping out intermittently, seven months! they arranged for an engineer recently and he said the WIFI on my hub was not working (surprise) and they needed to replace the hub, he swapped it out for an old Hub 3.0 he had in the van.

I still can't get WIFI any more than 10 metres from my hub, it's a joke.

[martip]

SteFawcett,
I think it is despicable the way Virgin Media advertise this product as being "smart" and delivering super fast WiFi to your home. This HUB3 has never delivered as advertised, despite engineer visit to, supposedly remedy the poor WiFi coverage. Nothing changed. I can see this router through a window, some 4/5yds away, and still the WiFi to a device, in plain site of the router receives abysmal coverage!
We have followed this ISP since NTLWorld days, but I have been sorely tempted recently to try another ISP (Hey BroadBand are canvasing in the area, and they can supply FTTP for a very reasonable price!)

[Kath_F]

Hi Martin, 

Thanks for your post and we're sorry to hear you're having an issue with your WiFi connection. 

Our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. There are no open faults in your area either.

Looking at the WiFi side of the network, there is some congestion and low signal being detected which could account for issues you are having. If the devices are quite a way from the Hub, it may be worth looking at adding WiFi pod to your network to help improve things. You can read more about that here. 

These links will also help to improve things.

• Wi-Fi hints and tips     
• Wi-Fi troubleshooting

Please pop back and let us know how things go. 

Thanks,  

[martip]

Hello Kath_F,

Thank you for your response.

Sadly what you suggest has been suggested many times before from the team and VM - we always seem to go over the very same ground.

I am aware that some WiFi devices in our home are marginal as far as signal is concerned. However, I can be standing next to the Hub3 with iPhone in hand and it will still drop the WiFi on occasion. Usually when this happens the WiFi indicator on the front of the Hub3 will flash, or remain steady. Then a random delay, indicator extinguishes and all is restored!

Looking at the logs this morning I see several of these messages:-

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Does that suggest that the Hub3 is finally dying?!?

I have to say, as a long time customer, I am more than disappointed with the reliability of the device and the repeated advice given by VM staff, going over the very same ground time and time again.

Martin

[Travis_M]

Hi @martip

Thanks for posting on our community forum!

I'm going to drop you a private message now, please keep an eye on your inbox.

Regards

[DXB]

Yep -- I have the same problem here. Hard wired to desktop or laptop no problem with internet but wifi continually dropping out for the last 2 weeks on multiple different  devices. Have tried all the resetting, unplugging, standing on one leg with my phone next to the box & it is still doesn't work for more than a few minutes. Just had a delightful conversation with VM helpdesk & after hanging on for 20 mins with intermittent "we're still looking at it" the final comment was to reset & WAIT FOR FOR 48 HOURS FOR THE RESET TO "KICK IN" !!!!!!!!!????? What an absolute joke - do you think that is a believable solution ?? Some technical expertise you have there. Clearly this is an issue with the Hub 3.0 as per the other comments on here & poor customer service from VM.

Come on, am paying a small fortune for this poor service!

[Kain_W]

Hi DXB,

Thanks for your post and welcome to the community!

So sorry for the Wi-Fi issues, when checking our service I can see that there is an area fault raised.

The estimated fix time for this is around 6PM today.

Apologies for the inconvenience. 

Thanks,