Menu
Reply
Highlighted
  • 14
  • 0
  • 0
On our wavelength
598 Views
Message 1 of 23
Flag for a moderator

Intermittent problems and someone else logged into hub settings

Hi all...

I keep having intermittent problems with my Wifi Router and connection to the internet on devices at home - 

So I have rebooted numerous times over the last 4 months, checked connections each time

I have used the Virgin App to check as it identifies a problem over the last 4 months but can't resolve it

I have gone on the Virgin site to test and it says there are problems and then checking again, there isn't problems (this I have done numerous times) 

I have also gone to the Hub page on my browser and it continues to state that someone else is logged into it...so I cant get access...

Can someone please help me as not sure if 

A - It's the connection to the house

B - Its the Router itself

C - What else I can do

 

0 Kudos
Reply
Highlighted
  • 3.81K
  • 608
  • 827
Community elder
571 Views
Message 2 of 23
Flag for a moderator
Helpful Answer

Re: Intermittent problems and someone else logged into hub settings

Hi dpuk2002,

The Virgin Coonect app has a known issue that affects the hub with the error message that you are still signed in/signed in elsewhere.

The app is only useful for finding wifi blackspots.

If you do a hard reset of your hub you should then be able to log into the web interface.

Common consensus on the forums is that customers should uninstall the Connect app, this should also resolve the already logged in problem.

Have you clicked on Check service status at the top of the page to see if there are any known issues?

You could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

 

Please can you post your network logs, then the brooadband guru's on this forum may be able to help.

If you are unsure of how to do that, please follow the instructions below

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return.

DON'T LOG IN, instead click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

 You should also set up a free “Broadband Quality Monitor” (BQM) to monitor and record your connection. The guru's will use this information to help solve any issues.   https://www.thinkbroadband.com/broadband/monitoring/quality

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Highlighted
  • 14
  • 0
  • 0
On our wavelength
559 Views
Message 3 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Many thanks for that...

I tried the direct router page and could not find the router status on any of the pages that you suggested

Router page 1.jpgRouter Page 2.jpg

 

However, for some reason the Router let me in and I changed the password...I clicked on the Diagnostic button and the below was the result

Router Page 3.jpg

What it didn't do was advise me on what those problems were...

I have a screen shot of the info page from my router but not sure if I should post it on here...

Regards

Dave

0 Kudos
Reply
Highlighted
  • 3.81K
  • 608
  • 827
Community elder
548 Views
Message 4 of 23
Flag for a moderator
Helpful Answer

Re: Intermittent problems and someone else logged into hub settings

Hi again dpuk2002.

It's best if you use the cursor to highlight the infomation and copy paste into this thread. that way the forum system will hide any information that identifies you such as your mac address.

1.jpgrouter status.jpg

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
0 Kudos
Reply
Highlighted
  • 62
  • 1
  • 6
On our wavelength
546 Views
Message 5 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Agree with newapollo.

someone else is logged in.

do a factory reset BUT make sure you have theoriginal passwords for the router to hand

0 Kudos
Reply
Highlighted
  • 3.81K
  • 608
  • 827
Community elder
543 Views
Message 6 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

@Cawsie,

I didn't say someone else is logged in. 

It's a known fault with the Connect app that makes it appear as if someone else is logged in.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
0 Kudos
Reply
Highlighted
  • 62
  • 1
  • 6
On our wavelength
539 Views
Message 7 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Don't think it's only the app. Have had this recently via the web interface. Unable to access settings and browser cache cleared. Only a factory reset sorted it.

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
On our wavelength
533 Views
Message 8 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Hello again...Going back in, the page was available...so the below is what I was able to get as requested...

Downstream

Download Stream.jpg

Upstream

Upload Stream.jpg

Network Log

Network Log.jpg

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
On our wavelength
517 Views
Message 9 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Sorry...just seen there is more...so copied text...

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1419000000-1.738256 qam30
2187000000040256 qam7
3195000000040256 qam8
4203000000040256 qam9
5211000000-0.240256 qam10
6219000000-0.240256 qam11
7227000000-0.740256 qam12
8235000000-0.938256 qam13
9243000000-1.238256 qam14
10251000000-1.538256 qam15
11259000000-1.240256 qam16
12267000000-138256 qam17
13275000000-138256 qam18
14283000000-0.940256 qam19
15291000000-140256 qam20
16299000000-1.238256 qam21
17307000000-138256 qam22
18315000000-0.940256 qam23
19323000000-138256 qam24
20379000000-1.238256 qam25
21387000000-1.738256 qam26
22395000000-1.538256 qam27
23403000000-1.538256 qam28
24411000000-1.738256 qam29



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.913599
2Locked40.31592710895
3Locked40.96141307
4Locked40.35531567
5Locked40.36571413
6Locked40.94201009
7Locked40.3382980
8Locked38.9342636
9Locked38.9320303
10Locked38.9267169
11Locked40.313074
12Locked38.916086
13Locked38.9171101
14Locked40.314522
15Locked40.312558
16Locked38.619865
17Locked38.916547
18Locked40.315028
19Locked38.615223
20Locked38.99737
21Locked38.99446
22Locked38.610750
23Locked38.912529
24Locked38.614292

 

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
On our wavelength
516 Views
Message 10 of 23
Flag for a moderator

Re: Intermittent problems and someone else logged into hub settings

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537000094.625512064 qam2
2394000144.575512064 qam4
3462000834.575512064 qam3
4603000194.675512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply