Yellow light on hub

[JollyJack8]

Connected in November, never had a white light which the manual states is white when working correctly. Therefore argument with virgin it has never "worked properly" wifi drops in/out occasionally. 

Virgin run tests and clear down fault when they haven't actually cured the fault.

There have been "complex" issues in my area causing over 20 customers to have problems, been going on for months too. 

Are the problems connected?

Suggestions to help please?

I have reset and rebooted many times.

Thanks 

[jbrennand · Accepted solution]

OK - first thing is that the yellow light syndrome is quite common on ageing Hub3's (you probably received a re-furbished Hub3). Its indicative of a failing/fading cheap LED component and is no indicator of any performance issues with the Hub - although VM have never "officially" noted this.

But your "wifi drops" still need pinning down and rectifying. Can you answer this...
________________________________

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

If ethernt connections are dropping then report back and we can look at the connection data.

If all remains stable on ethernet connections when wifi ones qare dropping out then see this....
_________________

On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max

See if anything in here helps….

https://www.virginmedia.com/help/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

[JollyJack8]

Thank you John

We joined virgin in Nov 2023 and had kit sent to us, I'll check with virgin to see if it was a refurb or new hub 3.

Will also try to log outages, but with a complex problem noted in the area, it may be linked.

Thanks

[jbrennand]

Yes if there is a known issue they will do nothing until that is fixed. VM simply wont say how old you Hub3 is - their CS reps will not have a clue and probably just tell you what they think you want to hear... but they will almost certainly try and up-sell you an upgrade onto another package with a Hub4 - dont fall for that one 🙂

Re the known issue... also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. on know faults - and tells you of more local issues down to street cab/ postcode level that may not appear on Area wide issues on the webpage

[Kath_F]

Hi JollyJack8,

Thanks for your post and welcome to the Forums. It's great having you on board with us in the Community 🤩

We're sorry to hear about the issues you have been having with your connection. Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• Fault reference number: F010624340
• Estimated fix time: 21 APR 2023 14:10
• Description: Status report  ||  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. 

The teams have already made a note of this on your account so they are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. 

Just as a further note, the fault is an SNR fault - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates the amount of work required and the time frame for resolution. 

If there is anything else we can do, let us know. 

Thanks,