Often slow or no speed then fine after reboot/reset

[FosterCB]

Assuming this must be an issue with my hub rather than the line? It started happening once a week, my speed is 110 then would drop to 1 or 2 or nothing. Reset or reboot the hub (which takes painfully long) and boom its fine. 

Then it started happening more often and now its usually 2 or 3 times a day (no consistency on time) 

Anything I should try or do I need to contact Virgin (sigh...) 

[Adduxi]

Try a full factory reset on the Hub as below;

Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[FosterCB]

Thanks for your suggestion! I have done a reset like that a few times but haven't removed the ethernet cables, not sure why that makes any difference? (genuine interest) 

Will give that a go today and see if it makes any differences. Thanks 🙂 

[John_GS]

Hi @FosterCB

Thanks for posting and welcome to the community. I'm really sorry to hear of the broadband issues. I've done a system check today and all your downstream levels are out of spec. This requires a service technician visit to the property to resolve. 

I'll send you a PM now to get this booked in.

Best,

[John_GS]

Hi @FosterCB

Thanks for joining me on PM.

Just to update the thread, the engineer visit was booked in.

It can be tracked and also re-arranged in your online account

Let us know how it goes.

Best

[FosterCB]

---

@John_GS wrote:

Hi @FosterCB

Thanks for joining me on PM.

Just to update the thread, the engineer visit was booked in.

It can be tracked and also re-arranged in your online account

Let us know how it goes.

Best

---

Engineer came out, fixed super quickly. Something as you say to do with the downstream frequency, should be below 10? Mine was at 20, haven't had a problem since so fingers crossed all good!

Cheers,

[Zak_M]

Thanks for keeping us updated @FosterCB. 

Hope things are still working well. 

Kind regards,

Zak_M