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Danadia
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Hub 4

I am very disappointed with Hub 4. The internet falls few times a day and customer service is rubbish. I NEED to talk to somebody and get back Hub 3 or something.

I will stop the payments and maybe then somebody will bother to talk to me. 

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MikeRobbo
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Alessandro Volta
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Message 2 of 55
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Re: Hub 4

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 the area. Be aware that it isn't a manned line.

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

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - 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.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 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.

If you withhold your payments they will send you a letter then probably put you on a credit blacklist, and there would start no end of problems.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Danadia
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Message 3 of 55
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Re: Hub 4

Tried everything, the Hub is getting very hot to touch. Also it might be slow or falls on wireless. 
I really don’t know what to do more. 
Thanks

MikeRobbo
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Alessandro Volta
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Message 4 of 55
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Helpful Answer

Re: Hub 4

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Danadia
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Re: Hub 4

Thank you, I will try to call in the morning. All these problems started after I got the Hub 4. With Hub 3 worked well. ☹️

LindaRuth
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Re: Hub 4

Interested to know how you get on. We are having loads of issues with Hub 4. Nothing works as it did before

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Danadia
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Re: Hub 4

I got a new Hub 4 yesterday and will see. At the moment seems alright.

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Danadia
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Re: Hub 4

Also, my daughter used to play games and now she is home to Uni so I can’t really tested on games. 

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LindaRuth
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Re: Hub 4

Was it straightforward when you called the helpline? 

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Danadia
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Message 10 of 55
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Re: Hub 4

Wasn’t easy to get to talk to a human beeing. Only after someone here gave me a phone number I could get through. Anyway, as I said, my daughter used to play games and she went to uni so I can’t test it unless I start playing. Wish I have time for it. 

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