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Hub 3 Ethernet ports dead

Lentilbake1
Joining in

Writing on behalf of my sister in law who has a hub 3. She called me as she seemed to have lost internet connectivity. On examination I found than the hub 3 was showing a red light (supposedly overheating) and that WiFi was very good but the ethernet ports were inactive or very slow (<9 mb/s).

My sister in law contacted Virgin by phone and they agreed to send out a new hub 3 which was duly installed but once again WiFi was very good but ethernet was very slow or non existent. I went through diagnostics online and eventually I was asked to book an appointment for the engineer to come which he did. The engineer concluded that our ethernet cables were at fault and possible causing problems. Using a short cable he demonstrated that speeds were indeed good on the ethernet ports. We bought a new cable to replace the possibly faulty one and on checking once again found that the ethernet ports do not seem to be working properly, no green flashing light when plugging in the cables at the hub ports. Once again I went through the online diagnostics and got the 'intermittent fault' diagnosis, reset/rebooted the hub 3 but still no ethernet just WiFi. I need the engineer to come back and see this, how can I book a slot again?

7 REPLIES 7

Client62
Legend

Odd that a second Hub 3 also has network ports do not work / work well.

In the Hub 3 menu page Connected devices network cabled kit that has a DHCP address is listed with its IP and connection speed of 10/100/1000.

Check the network devices are present on the Connected devices list & connected at 100/1000 as expected ?





jbrennand
Very Insightful Person
Very Insightful Person

If the Tech demonstrated that the port(s) were working fine on the new Hub3 then comes out and does the same - she will be charged £25 for a non-fault call out.   I would first suspect the new cable you bought is not working correctly.

Get another Cat6a cable (better shielding) and try again on all Hub ports with at least 2 devices.    My old Macbook Pro's ethernet port stopped working a couple of years ago - so that might be an issue for her too.  Perhaps you could test the cable on your system first ? 

Also has the Hub gone/been put into modem only mode by any chance?  The light goes "magenta" then - and its easily mistaken for red and of course in modem mode, only one port is active - usually attached to your own router.

So what other devices are plugged into the Hub on ethernet cables ?


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

legacy1
Alessandro Volta

format reinstall PC

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I've tried all four ports with the short cable supplied by the tech (which he sorted me working) with nothing else plugged in to the ports. At first it worked fine at over 300mb/s showing on my laptop speed test. Then everything seemed to die and none of the ports would work or light up when plugged into the laptop. I've reset the hub, waited 10-15 minutes and all that comes back is the WiFi, the ethernet ports remain dead. Very odd.

The hub is definitely not in modem mode. 

Client62
Legend

Two different VM Hubs and one laptop that fails to work with any of their 8 network ports.
Is that the reality ?

jbrennand
Very Insightful Person
Very Insightful Person

As Client62 may be inferring... I suspect the laptop's ethernet port might be going dodgy (like mine did).  Try another device next.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

legacy1
Alessandro Volta