Virgin Media Community

[PC_Mossy]

Hi my Hub 3 router loses connectivity once or twice a day. If I restart then it comes back after the router does some "green light" stuff (about 5 mins). NB not a WiFi issue as I am using ethernet cable straight to Hub 3 router. Also there are no known service issues in my area of London.

I have tried "factory reset" on the router to no avail, and the Phone Support could only suggest that I needed to upgrade my package as apparently 100 Mbps is not enough and this somehow explains the sudden loss of service (sigh!).

Been happening for about 2 weeks - any help appreciated!

[jbrennand · Accepted solution]

Dont upgrade its standard offshore rep nonsense. What "green light stuff" exactly? Iz it just the wifi lights or does the base power light go from white to green and flash maybe?

Can you try the pinhole reset again as it can be tricky - do it the way below.

Also did you try the "local known fault line" 0800 561 0061

If none of this helps we can take a look at your Hub stats

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Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly at the stop point for at least 60 seconds, release the pin, leave Hub for 5-10’ to stabilise - dont manually switch it off at any time. See if that sorts it.

[Ashleigh_C]

Hi there @PC_Mossy 

Thank you so much for your first post to our Community Forums and welcome! It's great to have you hear. 

I have had a look into your account and I can see a few things on your Hub stats that maybe causing an issue, for this reason I am going to arrange for an engineer to come out to have a look at your equipment. I'm going to send you a PM so we can get this arranged for you. Please keep an eye out for the purple envelope in the top right hand corner of the screen. 

Thank you. 

[PC_Mossy]

Thanks for the response! will try your tip. Virgin are now saying they will send an engineer so hopefully should get it fixed. Thanks

[Ashleigh_C]

Thank you for confirming with me via the PM. Please let us know on the forums how things are looking after you have had the engineer appointment! 

Thank you again.