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HUB 5 - DS Scanning

Pat7
Joining in

For the past five days my router HUB 5 has been working intermittently.  It continually stops and comes up with the message "DS Scanning" or "Partial Service (US only)".  I also get message below, even though I am the one that had logged in earlier.  After which I cannot log on again.  Is my HUB being hacked or virgin engineers upgrading the HUB?Virgin Media1.jpg

3 REPLIES 3

Tudor
Very Insightful Person
Very Insightful Person

There are no reported cases of hub being hacked and if it was updating the LED would show that status. Best to do a pin hole reset. The ‘Partial Service’ message usually indicates a cable or street box problem. Ensure all cables are tight then check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Client62
Legend

The "Someone else..." was you. 

Typically this is where the Hub menu was been accessed over Wi-Fi and a Hub setting was changed that briefly disconnected your Hub menu session. This can also occur via Wi-Fi / network cable if the browser is closed before logging out from the Hub.

Matthew_ML
Forum Team
Forum Team

Hey Pat7, thank you for reaching out and I am sorry to hear this.

I have taken a look and I can't see any major connection issues everything is look fine, the levels are also very good.

How has the connection been over night? Cheers 

Matt - Forum Team


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