Forum Discussion

aidanf's avatar
aidanf
Joining in
4 months ago

Hub 3 not providing service paid for.

WiFi: 

House of 6 all complained to me (bill payer) that WiFi does not work. Fully recreated issue on my computer/laptop/phone. WiFi will either not work at all ei no connection or will connect and then not be able to take you to web. 

ethernet:
Go to plug my computer or laptop into hub 3. Comes up with unidentified network. Proceeds to not work. Even when ssid comes up computer is not connected to internet. No issue on previous Ethernet connection held by either device. 

I would personally like a technician out as have had similar issues with previous virgin wifi. I want someone with more experience to assist in making my virgin internet better please. 
many thanks

Aidan F

 

Ethernet
failure
major issue
outage
WIFI
  • legacy1's avatar
    legacy1
    Alessandro Volta
    4 months ago

    You can think VM can fix it or you can put hub in modem mode and get your own better wifi router with 1Gb ports 

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    4 months ago

    Hi aidanf,

    Thank you for reaching out to us in our community and welcome, sorry to hear you were facing connection issues and for any inconvenience caused, I was able to locate you on our system with the details we have for you and it looks like you may have spoken to us, how is your connection since your last post?

    Regards

    Paul.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    What do you mean by 

    "Ethernet:

    Go to plug my computer or laptop into hub 3. Comes up with unidentified network. Proceeds to not work. Even when ssid comes up computer is not connected to internet." 

    When you plug your PC into the Hub by ethernet you don't look for a network, it just connects. And there is no SSID on an ethernet connection. 

  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    It is best to evidence claims of poor performance and VM provide a tool for this.

    "Samknows Realspeed" is available as a free app for Android or iPhone,
    or can be run in a web browser from the link below ...

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

    Do post a screen shot of the Full test.