Hub 3.0 'Forgetting' WiFi Config

[welbournee]

Hi all,

I've seen several posts, and with my own two eyes seen several Virgin Media Hub 3.0s do this, so it's not like I have a faulty device or its unique to me but it's excruciatingly annoying and I'm wondering if anyone else has gotten an actual resolution.

My Hub 3.0 seems to 'forget' the custom WiFi config I give it. I.e., I change the SSID, PSK password, and frequency and change encryption, it works absolutely perfectly, then after about 24 hours it just decides to refuse to accept connections from devices that were connected literally hours before. Several people on this forum say 'Oh it's just a quirk of the device, factory reset it' - that's not an option.

There's several reasons I change from the VM default details, and if it's an option on the Hub 3.0 then it should work. I'm not factory resetting my device every day just because the Hub 3.0 firmware doesn't work right and nobody else seems to mind that much, as they use the default SSID/wifi configs.

I'm a network consultant to trade, so like to clarify, this ISNT:
"Too many WiFi devices" - I have literally two devices connected via WiFi.
"Router is in a poor location for signal" - It's in the middle of an open-plan room with very few other SSIDs broadcasting in the area.
"Signal drop-outs" - The signal is fine, and if I leave at the factory SSID, works perfectly. Changing the channel to manual doesn't help.
"Faulty Hub 3.0" - I have personally seen this happen on at least 3x Hub 3.0 devices of friends and family when changing WiFi details.

Wired devices obviously work flawlessly. I'd like to avoid putting this garbage device into modem mode and getting a separate router/AP if possible.

Any ideas or actual, long term solutions?

Thanks!

[g0akc]

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@welbournee wrote:

I'd like to avoid putting this garbage device into modem mode and getting a separate router/AP if possible.

Any ideas or actual, long term solutions?

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That is is the long term solution!

No matter how much you would like to avoid it, getting your own third party router is your best bet - that is what many of us have done to avoid what you describe.

[welbournee]

How can this not be on the radar of anyone at Virgin Media? Surely the community accepted solution isn't "Yeah it's rubbish, go out and buy your own"?!

Thanks for your reply.

[Tudor]

Have you turned off smart/intelligent WiFi? Having it turned on is know to reset the hub’s configuration. 
I know it’s not for everyone, but getting your own networking equipment solves no end of problems with the VM PoundShop hubs. I have never even in over 20 years used the hubs in router mode.

[g0akc]

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@welbournee wrote:

How can this not be on the radar of anyone at Virgin Media? Surely the community accepted solution isn't "Yeah it's rubbish, go out and buy your own"?!

Thanks for your reply.

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It’s a valid question and one I asked myself.

Ultimately cost I guess.  Coupled with various other factors including ineptitude.

And yes, the ‘community’ solution is just that - those with some understanding realise that’s their best bet.

[legacy1]

Hmm it is what it is...

I guess I be unhappy if the hub changed from modem mode to router mode and their was one main incident where VM block DHCP broadcasts inbound causing some routers not to work.

VM have their heads put back when modems where modems and you the users did not have to config the modem yet here you are 2022 and VM think the same thing defaults should work only this is a router mode with lots of options that VM would like ignore. I bet If VM could get away without wifi needing a password they would!

So yes if you want peace use modem mode.

[Kain_W]

Hi welbournee,

Thanks for posting and welcome to the community.

Sorry for any issues caused, from checking our service I can't currently see anything that would attribute to the issue at hand.

Does the Hub tend to reboot often?

Thanks,

[legacy1]

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@Kain_W wrote:

Sorry for any issues caused, from checking our service I can't currently see anything that would attribute to the issue at hand.

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Well its not like checking Docsis would be the cause.😐

[Andrew-G]

@welbournee How can this not be on the radar of anyone at Virgin Media? 

Because most of the time, for most people, the hub works OK. 

VM's broadband business has been structurally unprofitable for years now, so the business isn't flush with cash to make things work nicely.  Look at the basic, barely functional, poorly maintained web estate, for example - there's tumbleweed blowing across many pages.  The basic hub spec is therefore penny pinching - saving a mere quid on each Hub 3 would have saved VM almost £5m.  Now imagine saving £20+ on each Hub 3, and you'll see why they'd aim for cheap and cheerless.  In reality each hub is a miniature Linux PC running custom firmware and apps, with a specialised design for the computationally very intensive DOCSIS work.  That makes the modem side relatively expensive, and means there's less headroom to add "luxuries".  Then there's quirks (avoidable faults) in VM's homemade software that drives the hub - if you're familiar with VM's customer service, imagine the quality of VM's own software.  And finally, due to Land of Infernal Quality assembly, individual units can have a range of difficult to diagnose faults that VM's hopeless customer service try to avoid dealing with - it's possible your hub has a fault with the memory system that retains customer settings, and that's why it loses them, much like a PC's internal clock if the CMOS battery goes flat. 

I appreciate you earnestly believe VM should offer a decent wireless router, but they never have yet, and I doubt they ever will.  I recommend you cut your losses, do what the rest of us have done, and buy a competent mesh or router. 

[welbournee]

Well, after several weeks of shouting and balling, FOUR (!) Hub 3 routers, 3 engineer visits.... I eventually lost it after unbelievable levels of customer service incompetence and finally got a replacement Hub 4 router, and so far so good. No issues whatsoever compared to the several Hub 3 routers I had.