Virgin Media Community

[FerretDragon]

Hello

For months I have had issues with our Hub 4 

It would reset itself and we would have incredibly poor Internet for hours afterward. I would perform every solution suggested by VM and nothing worked. They have been monitoring our Internet speed since the last time I contacted and sent an email saying everything is fine - ironically whilst they were monitoring it everything was fine. Yesterday however the hub restarted and we have had an awful/no connection since. The hub is constantly restarting itself or having a flashing red light. I cannot use my landline as it now runs through the hub. A technician isn't available until the 24th according to the website and that just is not good enough. We desperately need our landline and Internet.

[Beth_G]

Hi FerretDragon,

Thank you for your post, we're sorry to hear that you've been having ongoing issues with your Hub 4 and connection in general.

I've been able to take a look at things from this end and can see that your connection was very bad on Monday and a lot of disconnections were logged. However since then, we can't see there have been any disconnections and everything is looking perfect from our end. All your levels are in the normal parameters.

How've things been since? Let us know if you are still having trouble.

[FerretDragon]

Hello -
Thats the thing it is intermittent - if the hub resets itself it does that for a whole day sometimes longer - I am honestly beginning to think its the hub itself. Because yes right now it is ok - but the next time it resets itself it will just do it all over again. 

[John_GS]

Thanks for coming back to the thread, FerretDragon.

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂