Hub 5 consistent disconnects on wired connection

[LiamR]

I recently joined VM after moving houses and i've had constant issues with my Hub 5.

Every 6 - 15 minutes I am losing connection on a wired connection to the Hub. I moved from Sky, an 8 year old router that they provided was far more consistent over a longer distance via ethernet would never drop.

My connection problem definitely resides within the hub itself either it needs replacing because it's a faulty device or the downstream needs to be properly configured by a professional.

As a new customer, this type of connection issues I should not be experiencing in 2024. Also I have family members a few doors down who are using Sky services and they never experience loss of connection, which means the problem should not reside in the cabinet either.

[Client62]

From the Hub 5 menu look at the Router status link and see if the Upstream / Downstream signal levels, numbers of channels are within normal ranges, look at the downstream errors - are there rising counts of errors ?

[carl_pearce]

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@LiamR wrote:

I recently joined VM after moving houses and i've had constant issues with my Hub 5.

Every 6 - 15 minutes I am losing connection on a wired connection to the Hub. I moved from Sky, an 8 year old router that they provided was far more consistent over a longer distance via ethernet would never drop.

My connection problem definitely resides within the hub itself either it needs replacing because it's a faulty device or the downstream needs to be properly configured by a professional.

As a new customer, this type of connection issues I should not be expericing in 2024. Also I have family members a few doors down who are using Sky services and they never experience loss of connection, which means the problem should not reside in the cabinet either.

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VM use their own infrastructure, so you cannot compare between Sky and VM.

[Ashleigh_C]

Hi there @LiamR 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced an issues with your connection, I have taken a look and I can see a few issues on the Hub specs that I do think would best require an engineer to best take a look, I'll pop you a private message so we can arrange this. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.