Loosing connection Hub 5

[Gcruickshanka]

Upgraded and got the Hub, keeps cutting out meaning everything connected drops out. Have to keep resetting the hub. Called virgin and transferred to 5 different departments and still nothing 

[jbrennand]

What Hub did you have previously? Have you still got it ? What package are you on?

[Gcruickshanka]

Had the hub 3 previously and had no issues at all

movies and sports package and gigi wifi 

[jbrennand]

In that case one option is to call equipment activation number on - 0800 953 9500 (option 3) and tell them you want to cancel the package upgrade and have them reactivate the Hub3 onto your account and return the Hub5 to them

You will need the serial number/MAC address off the barcode sticker and also your account number

If you want to stick with it try this..
___________________________

Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker. See if that sorts it.

[Natalie_L]

Hi Gcruickshanka, 

Welcome to the Community and thanks for posting. 

I am very sorry to hear you are experiencing issues with your Hub 5. 

Are the issues you are having on wired wireless devices please? 

When the Hub 'cuts out' does it lose power completely or reboot itself? 

Please let us know and we will be happy to assist further. 

Thanks, 

[Gcruickshanka]

It’s cuts out and I have to reboot the hub, I also have devices that won’t connect via WiFi at all, yet they all worked fine before I upgraded to this hub.

I have contacted Virgin and have basically been told tough you have the hub and that’s it.

when I check what’s connected it’s telling me devices are connected but when I put the WiFi password in they won’t connect. 

i am paying for a service that I can’t get 

[Zoie_P]

Hi Gcruickshanka, 

Thank you for your reply 🙂 

I am so sorry you are still having issues, I can see your 5GHz is at capacity, if you could reboot to see if this helps?

I would also advise if you are having dropouts to set us a BQM so we can see what you are seeing, you can set one up here.

Zoie

[Gcruickshanka]

Hi 

I done a reboot yesterday and still nothing.

what do you mean it’s at capacity? 

never had an issue with our previous hub from Virgin and was told this one was better 

[Lee_R]

Thanks for getting back to us Gcruickshanka

Would it be possible to set up a Broadband Quality Monitor, as per my colleague's advice?  You can do this by selecting the link that both of us have provided.

Regards

Lee_R

[Kingvangaal]

Hi

same issue,

Seem to have a full WiFi and Ethernet connection but the iPads and sky Q looses internet connection.

Virgin engineer checked hub and system couldn’t find anything wrong even though there is a problem?

never had this problem with the hub 3 until it packed up!