Forum Discussion

beardedian's avatar
beardedian
On our wavelength
2 years ago

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

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's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    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's avatar
    Matthew_ML
    Forum Team
    2 years ago

    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's avatar
      beardedian
      On our wavelength
      2 years ago

      Hi Matthew

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

    • beardedian's avatar
      beardedian
      On our wavelength
      2 years ago

      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's avatar
        jbrennand
        Very Insightful Person
        2 years ago

        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's avatar
    beardedian
    On our wavelength
    2 years ago

    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's avatar
      Megan_L
      Forum Team
      2 years ago

      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

      • beardedian's avatar
        beardedian
        On our wavelength
        2 years ago

        Hi Megan, was on the WhatApp chat on Friday morning and they are sending out a WiFi booster, so see if that solves the issue

  • fizz's avatar
    fizz
    Fibre optic
    2 years ago

    how is your think boraqdband monitor looking? Also I am spurprised that nobody has checked your modem levels? did your hub 3 have any sort of attenuator on the back between the modem and the actual cable? Are you running any sort of firewall software on your PC? Clear down your browser cache as well. Also I don't know the answer to this one.. the protection settings have not been switched on withoun your account? (Sorry I don't know where these are or the proper name for it something to so with child protection or whatever)

     

  • beardedian's avatar
    beardedian
    On our wavelength
    2 years ago

    Latest chart

     No attenuator on previous hub, direct replacement using same coax cables.

    Same issue whether Firewall on or disabled, have cleared browser (Firefox/Chrome/Edge) cache

    The issue isn't site specific, BBC, FB, VM, etc

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      2 years ago

      Hello beardedian.

      I may just have the answer for your "cant reach this page issue"

      I have just ran a check on your hub and one of the downstream levels is way out.

      To get this fixed we would need to arrange for an engineer to attend.

      I'd like to take a look into arranging this for you.
      If you don't mind, I will need to send you a private message to pass security. 
      If you can check the Logo top right of your screen that would be great. 

      If you could also unplug your hub for a minute as well as it has been online for a while now.

      Sometimes a reboot refreshes the hub and signal.
      Regards     
      Gareth_L
       

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      2 years ago

      Thanks for those details beardedian.

      Just so you are aware, I have booked a technicians visit as requested.

      Can you please let me know how the visit goes.

      Gareth_L

       

      • Sihill84's avatar
        Sihill84
        Tuning in
        2 years ago

        I'm having the same issue.  Hub 5X, 1G connection, 3 Wifi pods.  Streaming 4k is perfect, but so many issues with latency where web pages don't load, Facebook links just stop etc.  My wife is blaming me for all this as our previous 50mb connection was much more stable 😂

        Any help would be much appreciated 

  • beardedian's avatar
    beardedian
    On our wavelength
    2 years ago

    It's been a while, but I have an update.

    After two appointments that were missed by the engineer, and 3 visits to look in a hole in the street, I finally got the rewire completed last week from home to the green box.

    Surely this means that the issue has gone, yes? Erm, no. It's still there.

    Could this be my computer you will be thinking, after all, we have brand new cables from the green box to the house, new wires inside the house, v5 Hub and a new wifi booster.

    Well, having tethered my pc to my mobile phone, there is no issue with browsing. Pages load perfectly. Close the browser, connect to the Virgin network, and get the IP Address not found issues.

    Could this be, and I believe someone mentioned this last year, that the V5 hub itself is faulty?

    It's been over 3 months, please just give me the broadband service that I pay for. 

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Thanks for coming back to us beardedian and I'm sorry that the re-pull hasn't resolved the issues with your connection. I have looked into this further and we will need another technician. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
      Kind Regards,
      Steven_L

  • beardedian's avatar
    beardedian
    On our wavelength
    2 years ago

    To finish the story, the engineer came, he swapped out the router which gave the same issue. By tethering the PC to my mobile internet I proved that the problem was with Virgin systems. He didn't know what to do, aside from I had to 'fix' my computer.

    Instead, I bought a router, turned the Hub into modem mode, and now have no issues surfing the web, and my wi-fi speeds have more than doubled.