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declan_hoare_nt
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Message 11 of 33
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Re: New Hub 4 keeps disconnecting

Now I'm getting

 

Your connection was interrupted

A network change was detected.

ERR_NETWORK_CHANGED
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lotharmat
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Message 12 of 33
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Re: New Hub 4 keeps disconnecting

That's the connection dropping and reconnecting!



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declan_hoare_nt
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Message 13 of 33
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Re: New Hub 4 keeps disconnecting

Thanks for the info.
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declan_hoare_nt
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Message 14 of 33
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Re: New Hub 4 keeps disconnecting

my broadband.png

After calls to VM and them saying all sorted still getting regular disconnects and no internet messages on all devices wired and wi-fi.

Wish me luck back on the phone to VM this morning.

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declan_hoare_nt
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Message 15 of 33
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Re: New Hub 4 keeps disconnecting

Now they are saying

Network issue
We're investigating an issue in your area
What to do next:

Keep an eye on our Service Status page for updates

 

Wondering if we aren't the only ones with a problem?.

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lotharmat
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Message 16 of 33
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Helpful Answer

Re: New Hub 4 keeps disconnecting

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up - It may also tell you the estimated fix time!



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Sasha_W
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Message 17 of 33
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Re: New Hub 4 keeps disconnecting

Morning @declan_hoare_nt

 

Welcome to the forum page and thanks for posting this, sorry to hear you're having some issues, I can appreciate this isn't great. 

 

From looking at your account via your forum information, I can see that you have spoken to our team today to discuss this, can I just ask, was everything sorted out and clarified for you? 

 

More than happy to help if you still need our assistance today just let me know 🙂 

Thanks

Sasha - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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declan_hoare_nt
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Message 18 of 33
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Re: New Hub 4 keeps disconnecting

lotharmat

Thank you that was helpful.

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declan_hoare_nt
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Message 19 of 33
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Re: New Hub 4 keeps disconnecting

Hi Sasha

The problem is still happening and now seems to have got worse after phone advice from VM. I didn't come back to you immediately as at that time service status line was saying that there was an area issue. During that time I got a period of 100% packet loss and no broadband for about three hours.

Once that went I again phoned VM yesterday and they got me to go through the normal checks (cables tight, reboot hub, factory reset etc.), then had me to reset channels on the hub. Initially it seemed to improve a little but now its worse than ever and the ThinkBroadband monitor seems to have even more latency. See the live link and graphic below.

What particularly annoyed me was that the guy initially tried to sell me an upgraded package 100->200mbs but as I had great broadband with the hub 3 and it only went wrong with the hub 4 . . .

f93fc2be1fa74f47063aa9e08bfeb3312675be1b-07-05-2021.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/000e99be3c24ad29064a88bf98f297dbe1df1e32

 

 Is there anything you can do to help? Whilst I've been with Virgin for years I'm wondering whether to change supplier.

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declan_hoare_nt
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Message 20 of 33
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Re: New Hub 4 keeps disconnecting

And packet loss again this afternoon while i was out.

f93fc2be1fa74f47063aa9e08bfeb3312675be1b-07-05-2021.png

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