"Hmmm… can't reach this page" on new Hub 5

[beardedian]

Received and set up a new Hub 5 yesterday (replacing a Hub 3 following the 18mthly renewal/upgrade of the contract)

Since then, when browsing (on PC with wifi on 5G), I keep getting a 'Hmmm… can't reach this page' ' server IP address could not be found' 

I tend to find that the first page I open will be fine, possibly the second, but after that it get the error. If I then wait around 10 seconds and press F5 the page loads.

Have tried different browsers and users, cleared/flushed setting/dns, etc.

Tethering to my mobile hotspot, and all works fine.

No other changes have been made to the internet/PC/wifi adapter bar the new Hub. 

[Adduxi]

Does this occur with a wired connection?   As the Hub 5 is the newer wifi 6 ax protocol, you may need to set it to "legacy" settings, i.e. Wireless mode > 802.11b/g/n/ax mixed

If not, your PC wifi adapter might need updated?  

[Matthew_ML]

Hey beardedian, thank you for reaching out and I am so sorry to hear about this.

I have taken a look and I can see there was a local outage lasting until the 11th November, however this has ended.

How has your connection been since this, any improvement? Cheers 

[beardedian]

Hi Matthew

The issue isn't as prevalent as it was, but it is still happening

[beardedian]

Hi, is there an update on this issue?

I've just reactivated my ThinkBroadband tracer on the new network, and am getting an awful lot of dropped packets and high latency

[jbrennand]

Thats poor !  See if there is another issue....

Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[beardedian]

No issues reported on either

[jbrennand]

You havent responded to Adduxi's question above.  To expand, what are connections like on a computer/laptop connected to the Hub directly on an ethernet cable?

Also, what equipment do you have plugged into the 4 ethernet ports on the Hub5 ?

We ask because there are a few examples on here of poor connections and BQM's like yours resulting from equipment connected to the Hub by wire.

You could try this check.

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all of the connections and reconnect to be sure.

Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing,

Then check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box is sealed and good.

[beardedian]

Only thing connected directly to Hub is the virgin tv box. Very tricky to test the pc with a wired connection.

Cables look fine. The new Hub is in exactly the same place as the previous ones, with the same wires.

[Megan_L]

Hi Beardedian,

Thanks for coming back to us about this issue with your broadband disconnections.

I can see you last posted about this on Thursday, so I just want to check in and see how things are today? 

I have already taken a good look at your services on my side and it all looks fine today - So I am hoping that is a reflection of what you're seeing on yours!

Please let us know 🤗

Thanks,

Megan_L