on 24-12-2022 10:37
Hi
we are having constant issues with our internet/Wi-Fi since an upgrade on our hub3. I restarted and reset the several times since the but to no avail. We now have a constant orange light on our hub and cannot watch any type of streaming program without it buffering every 2-3 minutes, to the point we have just stopped bothering.
I have seen lots of threads on here that seem to suggest the orange light is not an issue (it is), we need a new hub or that virgin can sort it remotely. I don’t care how it’s sorted I would just like it sorted so we can watch some Christmas movies!
Any help would be much appreciated, preferably from virgin before I cancel our contract as at the minute our hub is primarily an ornament!
many thanks
[removed] BN1 7HA
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on 24-12-2022 12:03
Orange LED is not a problem, it lies elsewhere. Please provide some stats:
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
on 27-12-2022 14:12
Hello Mattrharding
Sorry to hear of the confusion caused by the lighting on your hub and it's colour, we appreciate the concern this can cause and you raising it via the forums.
From checking your connection and equipment, there does seem to be some problems with the power levels for the download channels, before arranging a visit can we ask you to reboot the Hub
on 27-12-2022 14:18
No problem, but how do I do that? I have turned it off and on and reset using the reset button?
many thanks
on 29-12-2022 10:24
Hi
is there any movement on our problem please? We are still having issues and have had no reply to my previous post.
many thanks
on 31-12-2022 11:10
Hi there @Mattrharding
The Hub appears to still have been up for 9 days, are you able to push a pen etc into the reset button at the back of the Hub and hold it for 20 seconds so it can fully reboot?
Thanks again.
on 02-01-2023 16:14
Hi
thanks for the reply, I have been away for a few days but I will try that as soon as I can.
on 04-01-2023 17:28
No problem @Mattrharding please do let us know how things are looking after the pin hole reset.
Thanks again
on 06-01-2023 18:45
Hi
I reset the hub with the pin hole reset and it doesn’t seem to have made any difference to the issues we are having. It’s still slow, laggy and difficult to watch any streaming tv.
on 09-01-2023 10:40
Hello Mattrharding.
Sorry to hear the slow laggy service is still happening.
I'd like to take a look into getting an engineer booked for you.
If you don't mind, I will need to send you a private message to pass security.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L