SuperHub 5 lost internet

[dasBOT]

On Thursday due to work in my area I lost internet connection, work was reported as finished the same day but it's Saturday and I still don't have internet. I've tried everything, unplug it from the wall socket for 2 minutes, factory reset, change to modem mode and router mode but no luck. Router starts flushing blue for 20-30 minutes then solid white light. Hub status shows as "internet online" but there is no internet. Any idea?

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[legacy1]

Sounds like they forgot to plug you back in.

[Zach_R]

Hi @dasBOT, 

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you seem to be experiencing some issues with your Hub 5 connection recently. Have you ensured that all of the cables to and from the router are tightly and securely connected?

Thanks,
 

[dasBOT]

1st thing I've checked.

[Natalie_L]

Thank you for checking dasBOT. 

I have ran some checks from our side and can confirm there are currently no issues showing for your area and your equipment appears to be running within specification. 

Are all connections to the Hub not allowing internet access or is the problem occurring on a particular device?

Thanks, 

[dasBOT]

Hi

Non of my devices have an access to the internet (3 desktops, laptop, xbox, 3 mobiles) wireless or wired.

[dasBOT]

I can connect multiple devices to the HUB, wireless or wired but non of them have an access to the internet.

Just done another Factory Reset (Blue flashing light for 25 minutes, then solid white) and Network Log looks super weird:

[dasBOT]

newest Network Log

[Zach_R]

Hi @dasBOT,

Thank you for expanding. I've checked our systems again for you today, and I'm currently unable to detect any faults that would explain this.

Is this problem ongoing for you today? If it is, can you please confirm what troubleshooting and diagnostics you've performed thus far? 

Thanks,