on 13-01-2022 19:50
I have received a new Hub4 with 1 gb, the set up instructions show a connecting cable with a red band at one end and black/blue at the other
my existing cable does not have these
my speed is under 0.5 gb
are these cables incorrect and should i have been given the ones as above
the ethernet cable from the hub to my pc is a cat 6 and the connection glows orange so it should be able to get 1gb
any help ?
Answered! Go to Answer
on 16-01-2022 15:51
Hi pross,
Thanks for your post and apologies to hear you're having an issue with the Hub 4 since receiving it.
Taking a look at the account, the Hub is showing a pro-longed signal issue. 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 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,
on 13-01-2022 19:54
your standard cable should be fine - what you describe is an isolator cable - thats send for those installs that do not have a wall box - just belt and braces
is this a new install or an upgrade - if new
log into hub3/3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an upgrade what did you have before and what speeds did you get
on 13-01-2022 19:58
Hub 3 and speeds around 450 for an ultimate uumph bundle which was 500gb
on 13-01-2022 20:00
I am awaiting wifi pods
I read somewhere that once these are set up the hub will reconfigure to allow 1gb ???
on 13-01-2022 20:11
@pross wrote:I am awaiting wifi pods
I read somewhere that once these are set up the hub will reconfigure to allow 1gb ???
complete rubbish - sorry - nothing to do with pods
so a working good connection - remove hub3 add hub4 and speed drops like a stone
have you activated the new hub - 0800 953 9500 - if you have a solid white ring light you must have
try a reboot and if that does not help a full reset - post some info from the hub
log into hub3/4 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
on 13-01-2022 20:14
on 13-01-2022 20:22
log into hub3/4 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
as said just type the 192.............. into a browser and the screen will come up for the hub - if its the first time you have done it it will want to check language and [maybe] set new password - sooner or later you will get to screen with password box in the middle - you dont need password - click a=on router status just below password box and all the info is there
copy and paste rather than screen grabs
on 16-01-2022 15:51
Hi pross,
Thanks for your post and apologies to hear you're having an issue with the Hub 4 since receiving it.
Taking a look at the account, the Hub is showing a pro-longed signal issue. 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 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,
on 17-01-2022 10:15
Hi pross,
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 logged in, scroll down to Orders & appointments then click on View your orders. 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 another message to pass data protection and then confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed.
Lets us know how the appointment goes.
Take care.