Hub 4 5G connection keeps becoming unusable

[Jamiemilne]

Every few days, at least once per week my 5G connection on the hub4 becomes unusable. The ssid broadcast is still active, I can view it on my phone and laptop connection settings but a connection cannot be made. 

This has been happening for a month now, I've had the hub 4 for two months. Switching the hub 4 off and on again solves this issue but only for less than a week and it happens again. Clearly something in the configuration is causing the 5g channel to stop connections being made.

Does anyone have any knowledge of this issue or can offer advice?

Thanks 

[Martin_N]

Hi Jamiemilne, 

Thank you for your post. I'm very sorry to hear about the issue you've been having with your hub 4. 

Can you confirm the devices you can have connected via the 5G connection?

Can you confirm if you have any issues at all on the Wired connection?

^Martin

[Jamiemilne]

Yeah only the devices trying to connect to the 5g frequency have issues. The devices on 2.4 frequency remain connected. No issues with ethernet devices. 

The 5 frequency ssid remains visible when the issue happens but putting in the password to connect doesn't allow devices to connect to it.

Amy suggestions?

[Gareth_L]

HI Jamiemilne,

Thanks for replying.

We may need to invite you in for a private message to look at swapping the Hub.

But first can you please try a pinhole reset.

To factory reset the Virgin Media Hub, follow these steps:

Switch on the Hub at wall socket and at the back of the Hub

On the back or base of the hub, use a pen to press the reset button for 10 seconds

Give the Hub a few minutes to reboot

It’ll be ready when the white power light at the front of the is solidly lit

Just make sure you have the network sticker on the base.

If it drops again, let us know.

Gareth_L