on 19-03-2022 19:16
the HUB 5 is useless...WifI is non-existent you go anything further than 5 metres away and teh signal is minimal. Plus the router seems to lose connection every few minutes to anything....It is driving me crazy and VM think this is teh future. If it is then they haven't got one....time to look elsewhere I think.
on 19-03-2022 19:28
on 21-03-2022 19:35
Hi Alan_B
Thanks for your post
Sorry to hear about the issue with your Hub5
After checking a few things from here
The up and downstream levels are a little out
Part of this will be the reason hub keeps dropping connection
Its will need an engineer to come out
If you don't mind, I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 22-03-2022 14:24
Hi Alan_B
Thanks for those details
I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone
Can you please let me know how the visit goes
Gareth_L
on 27-03-2022 13:06
Hi Gareth_L,
The engineer visited on Friday evening and noted that the power levels for the signal were low and he boosted the power output from the cabinet and then he replaced the Hub 5 with a Hub 4. He was very knowledgeable and the actions he has taken seemed to have resolved the issues. I now have a decent Wifi signal and don't seem to be suffering Wifi drop outs.
There is definitely something wrong with these HUB5 units and I certainly can see the improvement with a Hub4.
Regards
Alan
on 29-03-2022 15:38
Hi there Alan,
Thank you so much for your response and I'm glad to hear that things are looking better now.
Our engineer will feed this back to the technical teams so that we can look at improving the Hub 5 connections.
Should you have any further issues at all with your system please do let us know and we will do all we can to assist from here.
Thank you again.
on 17-08-2022 14:43
This hub is useless, can't get a signal from more than 6 feet away, does anyone know how to get the old hub reconnected? I kept the old one as seen the drastically reduced signal range straight away, i naively thought it would get as they ran updates but nope. Just want to go back to reliable wifi like I had before this new improved disaster.
on 17-08-2022 14:50
on 19-08-2022 15:37
Hey @KEVIJAY,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I’m sorry to hear of the issues that you’re having with your new hub 5 and the WiFi signal its providing at the moment. I have looked into this and there is currently an issue with the SNR levels of your connection that will need a technician to resolve.
I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L
on 20-11-2022 22:58
Just got my Hub 5 today and no longer need my ASUS router. The Wi-Fi on the HUB 3 was useless, but it’s great on the 5