Forum Discussion

mrawlings99's avatar
mrawlings99
On our wavelength
3 months ago

Hub 5 - Your home network has a few problems

Hi all, I've recently been upgraded to a Hub 5 and one of the new WiFi extenders following a complaint made about speed and WiFi dropouts. All was working well until the weekend when we had a power outage for approx 30mins. The Hub 5 stayed online as it's connected to my UPS but lost all connectivity due to the street box also losing power. Since coming back online the Hub 5 has been really slow especially the wired connections. The Hub 5 has been rebooted multiple times as has the WiFi extender but the slowness remains. On checking the router and performing diagnostics the below message is displayed. All wired connections are using new Cat 6 cables and are no more than 6ft from the hub but as you can see from below the speed is poor. What is this diagnostics screen telling me? I was also using the Virgin Media Connect App to view connections on both the Hub 5 and WiFi extender but since the power outage the App can no longer connect to the Hub 5 saying "We can't find the Hub, please try reinstalling". I've tried following the prompts but nothing works.

The device in question above is a Dell laptop connected via a Dell docking station running Win 11 with all current updates, drivers etc. Previously this would show a speed of 600+ although would expect it to be higher.

Help please

Hub5
wired
    • Steven_L's avatar
      Steven_L
      Forum Team
      3 months ago

      Hello mrawlings99,

      Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection after a power cut in your area. 

      I have been able to locate your connection and can see that there are some issues affecting your connection at the moment, Your downstream & upstream power levels are too high and your SNR levels are too low, this would all contribute to the issues that you're experiencing, we will need to arrange an engineer appointment to get these issues resolved. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
      Kind Regards,
      Steven_L