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One half of the router spits its dummy out?

Itzanotheruser
Tuning in

Anyone with better knowledge than me out there that can help me understand this one.
Several times over the last couple of weeks (most of the time at or just after midnight .. but more recently at 6-6.30 pm) the hub5 that I have will flately refuse to talk to the internet. But, its more than that before you jump in.
Whilst the internet is down:
Both ethernet and wireless are gone, devices are connected to the router but not to the net.
I cannot access the routers settings (192.168.0.1) (times out)
I can access other devices on the network within the house (such as seperate router used as switch on 192.168.0.6) (normal speed of connection)
The guest netword (192.168.1.1) is working fine - wirelessly only, but fine.

I have tried explaining this to the customer service people but this isnt covered by their flowcharts of questions and answers as (multiple times that I have called, and mulitiple times within each call) they simply default to wireless issues/have you a third party router/you have multiple devices connected to your wireless .... blah blah blah ... and not understanding that ethernet is not wireless and this issue is happening to bioth at the same time.

Anyway, can any of you shine a light on how or why this is possible for the main network to have no connection to the net, but the guest to be fine and at full speed?

Much appreciated,
Itza

12 REPLIES 12

Cardiffman282
Problem sorter

Try a 60 second pinhole reset of the hub with no ethernet connection. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thats what I have been doing as advised by the person at virgin when I call, but should this be neccesary at least six times since I took ownership of this hub5 in August meaning that anything using the router (TV, phone and broadband) all fails and then has to stop for the 5 minutes to reset it.
And also how does it work .. not work ....  I mean, letting the guest through but not the main network .. its confusing as heck to me.

carl_pearce
Community elder

So you are not using your own router?

Anything in the logs?

I am using the hub5 installed at the beggining of august replacing an old hub5 due to an issue with another on/off issue (see the thread 'Continual disconnections - does this look right in any way?' ), I am currently experiencing the issue at this moment and I am having to send this using the guest network as the home/normal.192.168.0.xxx subnet is not working as from about midnight.

Because I cant use the 0.xxx network, I cannot access the router to get the logs.
Using the virgin media service status, it shows
Capture.JPGbut you cant contact anyone as they are not working at night, even in India where all my calls to customer service end up, it seems. I have used the online thing, but this just gets to a point where it briefly flashes 'call a human' and then dissapears.
Is the log likely to show anything when the issue is not happening?

legacy1
Alessandro Volta

Who knows what controls VM can do to the hub in router mode to set time limits and what not.

Use modem mode that will make it clear if the problem still happens.

---------------------------------------------------------------

You know, thats not a bad idea at this point ... thanks for the train of thought.

Itzanotheruser
Tuning in

Well, its done is again tonight, pretty much 24 hours later. Bit different tonight as the ethernet went down, then the 0.1 wifi about 5 minutes later.
Half an hour on and I am having to use the guest network again to post this as half an hour after it went belly up, its still out.
For info, I turned the hub5 off last night just in case there was another mystery update that was causing the issue that needed a reboot (been told that twice by the indian techies/flowchart readers) and yet, here we are again.

075d6f6358bbc9d8aaa554d2b64f856ae7d983d9-22-10-2024.png

Pretty dang poor job, Virgin.

Itzanotheruser
Tuning in

Welp, another day, another 'you shall not pass' using the home network (192.168.0.xxx) ethernet or wireless, but I am here posting this by using the guest network (192.168.1.xxx) on a wireless connection to the same VM hub5 router.
Guess whos calling 'tech support via flowchart' again tomorrow!

Itzanotheruser
Tuning in

Well, a busy day today so never got to call india, but its gone wonky again tonight at 00.15, with yesterdays being 00.25.
Is there some kind of refreshing of the system that happens at these times, hoping that most people will be not using their connections?
Anyone with insight into what could be causing this 'half of the router working', I welcome your input.