Virgin Media Hub 5 shuts down itself.

[Kbin]

Virgin Media Hub 5 shuts down itself numerous times in a day.

[Tudor]

Do you mean it powers off or just looses the internet connection?

[Kbin]

The router powers off. The front light turns off as well that's how I know. Any Lan or WiFi connection is also turned off. The power switch at the back of router gets hot. When I turn the switch off and on multiple times the router turns on and the light come on but after few hours same issue persists.

[Tudor]

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.

[Ashleigh_C]

Hi there @Kbin 

Thank you so much for your post and welcome to the community forums, its great to have you here.

I am so sorry that you are experiencing these issues with your service. I have taken a look, but I cannot see anything on our side that could be causing these issues.

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 
 

Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

[coello]

Hi Did you get you problem resolved? My hub 5 started doing this in April out of the blue WiFi drops then a few seconds later hub shuts down. Only way to get it back on line is switch it off and on or unplug for 5 min. Now VM came a couple of weeks ago and replaced the hub. Next day same issue then it’s ok for a few days and starts again. VM back out again today after waiting a week. Changes outside box and removes a signal device going into hub. Checks signals all good then leaves. 10 min later wifi drops and takes ages to reboot. Also some devices struggling to connect. Last November VM ran new cables in the street and my house and swapped out the hub 4 for 5 which has worked without fault until April it’s so frustrating. Think I am done with VM as I am sick of long calls and waits for engineers who are not fixing this issue. Please let me know if your issue got resolved.

[Natalie_L]

Hi coello, 

Thank you for posting to us here on the Community. 

We are very sorry to hear of the issues you have been experiencing with your service since April. 

Can you please also post your Hubs network stats for us to look in to this further?

• 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.

Thank you,