Virgin Media Community

[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]

[gary_dexter]

Depends. Is it losing full connectivity or is it just Wifi devices dropping off?

[snossis69]

• my devices stay connected to the hub but it just loses all internet for a minute then reconnects this happens 4 or 5 times a day

[gary_dexter]

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@snossis69 wrote:

• my devices stay connected to the hub but it just loses all internet for a minute then reconnects this happens 4 or 5 times a day

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And wired devices as well?

[snossis69]

yes wired as well wich is annoying when im on my ps5 

[gary_dexter]

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 

[Jodi_S · Accepted solution]

Hi snossis69,

A warm welcome and thanks for posting. Sorry to hear that you're currently experiencing regular dropouts with your internet services on both a wired and wireless connection.

Remotely looking from our end, we have located your account and run some diagnostic checks. We have found that your downstream power levels are out of specification, and this would require and engineer to resolve this issue for you.

Please let me know if you would be happy for us to arrange this.

Kind regards Jodi. 

[snossis69]

yes that would be great thanks

[snossis69]

not heard anything can you advise please

[Kath_F]

Hi snossis69, 

Thanks for coming back and confirming that you would be happy to have an engineer visit. 

I can get that booked in for you today although I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,