hub 5 - keeps disconnecting

[snossis69]

set my new hub 5 up last week but keeps disconnecting from the internet is this normal for a new hub

[MOD EDIT: Subject title changed for clarity]

[martinwood333]

Hi Molly, thank you for your reply! This does indeed seem to be getting progressively worse as time goes on, happening a few times an hour now, coinciding with MDD Message Timeout logs.

I have now switched to router mode, and will keep it set to that for the next few days. Should I expect a reply or followup for this issue on this thread or via PM?

Again, many thanks for your help!

[martinwood333]

Hi again Molly,

Just to followup, have had the Hub 5 in router mode for over an hour now and have just now had another connection loss with "MDD message timeout" in the log, so it would appear our 3rd part router isn't at fault. I'll await further instruction. Thanks again!

[Natalie_L]

Hi martinwood333, 

Thank you for updating the thread. 

I can see you have been chatting with my colleague via private message since posting.

Please do reach out if we can assist further. 

Thanks, 

[darksinfulldeed]

I'm having the exact same issues. My hub 5, 1Gbps keeps losing internet connection multiple times a day. devices stay connected to the WIFI but I have no internet connection at all for a few minutes until it reconnects, The exacts same issue for the PC when plugged into an ethernet. This has been going on for a few months now and I have tried all the recommended troubleshoot options with nothing solving this issue.

[martinwood333]

In the end after a couple engineer visits where they checked the drop cable and junction boxes (and even re-terminated the lines), the Hub 5 was the fault. We were switched to the Hub 4 and we've been problem-free since. The Hub 4 fixed the issue immediately.

I can only guess there must be some incompatibilities with the Hub 5 and some of the infrastructure.

[Kath_F]

Hi darksinfulldeed, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you;re having an issue with disconnections multiple times a day. Taking a look at things this end, I can see the downstream and upstream power levels are looking good however your overall signal levels are a little low. As well as this, I can see the disconnections are logging too and there have been quite a high number within the last week. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

Thanks,

[Kath_F]

Hi darksinfulldeed, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

[Robbie_k179]

This keeps happening to me also, I’ve just bought an upgrade, from hub 3 to hub 5 so Hopfully move past this problem but even on the 1gig bundle. Can I have help please it’s getting irritating 

[Natalie_L]

Hi Robbie_k179, 

Than you for reaching out to us here on the Community. 

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

Have you received your new Hub yet? If so, is the problem still happening?

Please do let us know and we will be happy to assist further. 

Thanks, 

[darksinfulldeed]

Hey we are still having the same issues. Nothing has improved our internet is still cutting out multiple times a day and we are getting extremally frustrated with this now. Please can we get this fixed soon as we have had nothing but problems with the HUB 5.