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Vigin- Absolute rubbish - Hub lights and issues

danb87
Joining in

months of nothing but internet problems since having this rubbish installed. Its an absolute joke. New hub installed by engineer, And yet still issues!!! red lights, green lights wth is wrong with this company. dont offer a product you cant supply. Im so fed up with up with having to spend my time getting gold of your rubbish customer service, taking time off work to be here for “Repairs” When it just has an issue 3 hours after they have left. wth is going on? Branson wasting too much money trying to get his obsolete carcus to space rather than a product that is worth the hype. 

 

 

[MOD EDIT: Subject title changed for clarity]

6 REPLIES 6

jbrennand
Very Insightful Person
Very Insightful Person

Branson has nothing to do with VM - it is owned by Liberty Global..

Lets look at the connection data and see if we can spot what the issue might be.  Firstly...  what VM Hub model do you have and is it in normal router mode or modem only mode ?

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Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also,

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Travis_M
Forum Team (Retired)
Forum Team (Retired)

Hi @danb87 

 

Thanks for posting on our community forum and so sorry to hear about the issue with your broadband.

 

How has your connection been over the past few days since your last post? Please do provide us with an update and we can investigate further if needs be.

 

Regards

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


You seem to have knowledge and plenty of time. Unlike myself, i don't have the time nor enthusiasm to be doing things like this. I pay for a service and expect what i paid for. ownership aside, the product has been rubbish for the majority of my time with them. And sending the same people to disconnect and reconnect is not solving the issue.

I hope they pay you very well. 

Should have added, broadband quality monitor, do you know require a system to be on constantly for this too operate?

 

Nope it just remotely monitors your connection. Just the hub needs to be on. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, danb87.
Thank you for your posts and replies, we're sorry to hear your issues have been ongoing and there has been no resolution yet.

Upon our latest checks there seem to be no known issues with your local network at the minute, could you please kindly expand on how your connection looks currently via ethernet as well as Wi FI?
Do you get slow speeds or frequent drop outs? If so, do those appear to be on both wired and wireless connections and do all devices lose connection at the same time when this happens?

Lastly, could you confirm which hub you have installed (hub 3, 4 o 5?) and tell us what main lights are showing (solid or flashing light? colour?)

Please, share more on this so and let us know if you're still experiencing the same issues to this date so we can best assist you.
Regards,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs