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On our wavelength
Message 1 of 4
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Hub 3 problem


Problems with hub 2 dropping out every day and weak signal in some rooms .

When it dropped out i would need to restart then everything ok.

Received hub 3 yesterday...all fine till night and it dropped out on tv ...connected to netflix via firestick and it was fine . 

Reset all today and tested for blackspots ...none ...did a speedtest and was good in all rooms .

Tried to connect to sonos ...nothing. 

All showing as conmected in virgin connect app. 

T.v also dropped out again on iplayer. 

Any solutions ? As its not a speed problem 

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Alessandro Volta
Message 2 of 4
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Re: Hub 3 problem

Are these wired or wireless connections?

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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Alessandro Volta
Message 3 of 4
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Re: Hub 3 problem

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …


Can you set up a Broadband Quality Monitor (BQM) at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.



Can you please

Type ( in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Forum Team
Forum Team
Message 4 of 4
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Re: Hub 3 problem

Hi Biffobear50, 

Really sorry you've been having some issues with the services as well as the delay in getting back to you, we have been busier than usual. 

I've had a look at the back end of things from here and can see all is good with the hub itself. Are you still having issues now?

Can you confirm if the issues are with Wi-Fi or wired connections?

Keep us posted. 

Emma_C - Forum Team
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