So I’ve been having this problem for months now! Every other day, sometimes every day, I get a red light on my Hub 3 and my internet cuts out for 5-15mins. I’ve reset it more times than I can count, checked the cables are tight and been on the phone to tech support multiple times with no resolution. I am now using my Hub 3 in modem mode, connected to my two Google Nest router mesh network. The network works excellently and I get my full 500MBPS everywhere in my flat. BUT, the internet signal to my Hub 3 is still cutting out. So what do I do? I waited two years for Virgin to come to my area and immediately I jumped ship. Now I’m honestly regretting it and I hate that. I used Virgin all my teenage life in my parents house and I never had anything but a good experience. Also, an engineer came out about a month ago but said there was nothing wrong with my connection. Virgin also recently ordered me a replacement router but for some reason a Hub 2ac was sent out and it didn’t work. I feel that Virgin should at least send me out a new Hub 3/4 and hopefully this will fix the signal loss issue. I really feel that an engineer should also come out to check the entire cabling system from my Hub all the way out to the box to make sure there are no issues in that sense. Any help would be appreciated. I can’t bare to spend more hours on the phone not being listened to and being told to do pointless resets on my router.
Your upstream power levels are below the recommended minima of~35dBmV so that "could" be causing the issues - you need VM to look at it in more detail.
Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.
A VM person should pick this up here and respond, but it can take a few days for them to get here.
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
The engineer came out and checked everything. He told me that the coaxial connection into my Hub was a tiny bit loose. Other than that the only problem could be the Hub I was told. It’s been about a week since his visit and our internet drops out 2/3 times every day and it’s becoming extremely frustrating, especially when our bills aren’t correct either(separate issue). At this point the only option is to replace our Hub 3. This was said by the engineer too. But I don’t know how to go about this as I can’t get back in contact with the same engineer. Can anyone help me??