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Hub 5 issues - speed

paul_m_n
Joining in

Hi - just upgraded from a hub 3 to hub 5 with 1 GB speed on Friday and had massive speed issues ever since.  Generally fine in the early mornings and evenings but grinding down to <5Mbps during the day and sometimes not working at all.  The hub 3 was working fine so it seems very odd.

Is anyone else having these speed issues with a hub 5 at the moment? 

 

 

[MOD EDIT: Subject title changed for clarity]

7 REPLIES 7

Tudor
Very Insightful Person
Very Insightful Person

Unlikely to be the Hub5, if it was I would expect the problem to be constant. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

I didn't ring that number but rang the general helpline and they're saying it's a known issue which is affecting 20% of hub 5 users only.  Other hubs aren't affected and it will take 24 hours to fix.  It just seems like a massive coincidence that as soon as I install a new hub then we have these issues.

Client62
Legend

Just to dig into exactly how you are using the Hub 5 .... are you connecting a device to its 2.5Gb/s port and having issues via that one port which does have much reduced compatibility since a recent software update ?

Ref : https://community.virginmedia.com/t5/Tech-Chatter/Hub-5-Firmware-Upgrade/td-p/5480079

Thanks for  the reply.  No it's not that.  I'm not that tech savvy and did plug an ethernet cable into the 2.5Gb port initially which connects to a TP-Link deco mesh system and we connect to the internet via that.  The problem persists though even if we connect directly the the hub via wifi and I've also now plugged the deco into a different port and it hasn't helped.  The speeds drop down to next to nothing (1-2 Mbps) between about 9.30am and 6pm but in the early morning and evening they're running at 200+ Mbps. 

Hi @paul_m_n, thank you for your posts.

We're sorry to hear about the speed issues you're experiencing 😔

I can see you've spoken to the team since your most recent post. Has a resolution been provided?

Please pop back to us at your earliest convenience.

Thank you for your support @Tudor and @Client62 👍

Regards,
Daniel

@Daniel_Et

No it hasn’t been resolved.  The latest development was a no show appointment from an engineer who alledgedly fixed the issue remotely but the issue persists.  Engineer now visiting on Monday 

Hi @paul_m_n, thank you for your response.

We're sorry to hear about what happened previously. How did the engineer visit go today?

Regards,
Daniel