Hub 5 drops connections and several devices can't connect

[FosterCB]

Hello all! 

So after a successful message last time to help me out I thought I would give this another go. 

I randomly got selected to upgrade to the new flashy hub... Wahoo. Until it arrived and it has actually been such a disappointment.

Firstly, my pain PC is connected through ethernet and the connection coming in is fine, I am always getting a solid 110. So ethernet is not the issue here. 

Wifi, some devices including my work laptop just refused to connect to the router. I think this was down to the killerelite wireless card it has and I guess the new Wifi 6 conflicting so I had to actually change the wireless band settings to the type /b on the wifi card to be able to connect after hours of troubleshooting. Not sure why it worked but it did. 

Now I have several devices on the network, TV, Alexas etc. Some of them especially the TV which is a metre away from the router itself will suddenly have no internet, it's still connected to the router but no internet is passing through, I have to refresh the connection on the TV and it works again fine. I cannot for the life of me workout if there are any reasons it's doing this but its happening very frequently. 

I also had to set up a guest network with no password for things like my google nest home thermostat to connect to otherwise it was just not connecting. Again no idea why that worked but it did. 

It has so many random issues and I thought there might be a better Wifi strength on this router but can't say I have noticed it. I tried plugging back in my trusty hub 3 which I didn't realise has been switched off now. Sad times. 

Any help is much appreciated and if you need any further clarity please do ask. 

I tried all the basic troubleshooting and more e.g. full resets etc. 

[jbrennand]

Dont think about it.... get the Hub3 reactivated onto your account and send the Hub5 back. You are in effect beta-testing it for VM as it isnt on general release yet.

Call the activation line on - 0800 953 9500 (option 3) – you will need the serial number/MAC address off the Hub's barcode sticker and also your account number,

[Vikki_M]

Hi @FosterCB

Thank you for your post and welcome back to our community 🙂

I am sorry to hear you are having some service issues with the Hub 5.

We do really appreciate your feedback on the new hub.

As @jbrennand has mentioned, you can revert back to your previous hub if preferred.

Have you spoken to the team at all since posting?

Please pop us a reply when you can. 

[FosterCB]

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@jbrennand wrote:
Dont think about it.... get the Hub3 reactivated onto your account and send the Hub5 back. You are in effect beta-testing it for VM as it isnt on general release yet.

Call the activation line on - 0800 953 9500 (option 3) – you will need the serial number/MAC address off the Hub's barcode sticker and also your account number,

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Thanks for the advice, I was totally aware we are the testers rather than "lucky winner of a hub 5" I am just astounded by the lack of help VM seem to want to offer or how quick they jump on addressing issues. Any testing needs to find these bugs but also roll out fixes and make sure the fixes work?! 

[FosterCB]

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@Vikki_M wrote:

Hi @FosterCB

Thank you for your post and welcome back to our community 🙂

I am sorry to hear you are having some service issues with the Hub 5.

We do really appreciate your feedback on the new hub.

As @jbrennand has mentioned, you can revert back to your previous hub if preferred.

Have you spoken to the team at all since posting?

Please pop us a reply when you can. 

---

Thanks for your response, no I was hoping an engineer on here would have some ideas of "ideal router settings" etc. I don't particularly want to roll back to the hub 3 but I may well do. Or just to avoid this rubbish in the future boy a router and change the vm to modem mode, although I have avoided this purely as to routers take up space

[Anonymous]

I hear that there is actually a dedicated hub 5 support team. Maybe the VM mods can confirm this in a PM to you? 

[Steven_L]

Thanks for coming back to us @FosterCB, I have looked further into this and can see that there is an issue with your upstream channels, this could be the cause of the issues that you're experiencing, this will need a technician visit to resolve the issues.

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.

Also I can confirm that we dont have a specialist hub 5 support team, the support is handled by the usual support teams.

Regards,

Steven_L

[Steven_L]

Thanks for confirming your details via private message @FosterCB.

I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.

Regards,

Steven_L

[BillieMorrison]

 I'm having the same issue and working from home it's causing me so many headaches.

Call centre has told me nothing wrong and to get on with it, can't get my old router back.

Please someone help... 

[legacy1]

Use hub in modem mode and get a better wireless router with 1Gb ports.