Virgin Media Community

[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