Hi, my Hub 3.0 is showing a yellow light and I am getting very slow speeds. We pay for the 200mbs package and on average over the past few days I am getting around 10mbs. I am trying to work from my works VPN but this keeps disconnecting due to the connection issues. I have ran the network outage check and it says there are no issues in the area. I have turned the router on and off, reset it and still no joy. I have scoured the Virgin Media website and no phone numbers are to be found to call for help... Can any one please help?
Due to the current situation there is a text message only service is available via: 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you. You can also call in on 150 or 0345 454 1111 best times to call are first thing in the morning, use the option "Thinking of leaving", but again wait times my be long, or alternatively wait for a VM forum staff member picks up the post may take a few days.
Thanks for using the forums to get this issue with your connection looked into, I am sorry you've not found any help via the other methods of contact! The first thing I need to do is ask you a few questions -
Does the HUB disconnect at all or is it just mainly slow speeds that you're experiencing?
Can you reboot the HUB at the back of the box (not the mains) and then do a speed test on a wired device please? Let me know the result.
After this, could you also set up a BMQ test over the next 24 hours so we can see what your connection is doing
Thanks so much, I'm looking forward to helping you further!
I don't think my devices actually disconnect from the router, but sometimes the internet does stop and I can't load any page. On my works laptop, we work on a VPN and this quite frequently disconnects which means I am unable to do most of my work until it connects again. Problems started arising last Tuesday I think it was.
I have tried rebooting and resetting the router a couple of times and this has not had any effect.
How would I go about setting up a BMQ test please?