on 20-02-2023 09:26
Our hub 3 router is displaying a constant orange light and is randomly disconnecting devices from the internet even thought they have a strong WiFi connection. Between 18:00 and 21:00 on an evening the internet regularly but intermittently varies from 132mbs to as little as 4mbs and we’re often unable to perform a speed test as it’s so slow. It’s seems as though it’s a select few devices that get disconnected such as iPhones, the tv in the kitchen (constantly) my laptop and my sons Xbox (not so often) while other devices don’t such as the living room tv( same brand as kitchen tv) which is in the same room as the router. I’ve rebooted the hub, reset it using the button on the back and nothing works. It’s happening every night now. I’ve read very similar problems by others on this forum and it seems as if the router is faulty. Could someone from Virgin please contact me.
thanks
Answered! Go to Answer
on 26-02-2023 19:02
on 20-02-2023 15:26
on 20-02-2023 18:54
Hi John,
Thanks for the reply.
The only thing connected by ethernet is our old sky HD box which we are using as a set top box to get the basic channels as we no longer have a sky contract. I don't think the ethernet cable is even required for the sky box now but I just connected it up as we had previously had it when the virgin router arrived.
Our router is a Hub 3.0 VMDG505 manufacture by Arris.
on 21-02-2023 01:26
on 23-02-2023 11:39
Hi Mr_Bead,
Thanks for your post, welcome to the Community Forums!
We're sorry to hear you've been having a few problems with your connection recently. I've taken a look at this end and everything is looking as it should, however from our end it's showing that the Hub has not been restarted within the last 24 days.
Can you please try performing another reboot before we suggest anything else, to rule out the issues stemming from the Hub uptime issue? We'd recommend to keep the Hub switched off at the wall socket for at least 30 seconds before turning back on.
Thanks
on 23-02-2023 13:41
on 25-02-2023 16:43
Hi @Mr__Bead
Thanks for coming back to the thread, were you able to do the Ethernet test? If so and the issue is purely a WiFi one, please use the Connect App 👉 https://www.virginmedia.com/broadband/connect-app - when installed, you'll be able to do a wireless scan in the property. This will check and identify any coverage blackspots, optimise them where possible and if any Pods are needed, you'll be prompted to order.
Let us know how you get on.
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on 25-02-2023 18:12
on 25-02-2023 18:16
on 26-02-2023 16:47