Hub 4 - Loss of Service

[Reneqxde]

At this point I feel like a problem magnet - my internet has been working fine up until this morning, the hub light keeps pulsing white and then will occasionally flash blue quite quickly - I've also noticed the hub light seems to go off completely and it repeats the cycle, almost like its rebooting instelf. I briefly see the WiFi connection show up but it always ends up being connected without internet. I recently had an engineer visit to fix a TV related issue and he also sorted out a bunch of cabling issues he'd noticed so I can't imagine it's that - upon inspection all my cables are where they should be and rebooting the hub isn't doing much either. Any advice on what could be causing this would be appreciated!

[Steven_L]

Hello Reneqxde,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

I have been able to look into this and can see that an engineer visit has been booked for you, if you get the chance, please can you let us know how the visit goes 🙂

Kind Regards,

Steven_L

[Reneqxde]

The visit went well, we ended up having the hub replaced as it looked like it had just given up - running into some teething issues though, I'm trying to set up some Blink Outdoor Cameras which require the use of the 2.4 band, the problem is that this band isn't showing up in my WiFi list no matter what I do, I give both bands different names and nothing. I've tried everything suggested and it's yeilded results so not sure if there's something router wise I'm missing.

[Carley_S]

Glad to hear that your initial issues was resolved @Reneqxde 

With regards the splitting the bands, if you've any Virgin Media networking equipment such as our extenders/pods. Then you wouldn't be able to split the bands as these require both bands to be together. 

If you've no equipment that requires the bands to be broadcasted together, then try also changing the password for each band as well as the SSID/names to see if this helps. After making these changes, just reboot (not reset) the hub to see if that's allowed your cameras to see the WiFi connection available.

Keep us posted should you need it. 

[Reneqxde]

All the above has been tried and still absolutely nothing, there's moments where the 2.4ghz band shows up, albeit briefly and if you do manage to connect it doesn't seem to be able to hold the connection and after that just vanishes. No matter what device is used, it just ends up with the same results. Temporarily disabling the 5ghz band is no good, all the mentioned things happen and you end up having to pinhole reset the hub back to it's factory settings. Not exactly sure what else I can do, this is a recently installed replacement hub so if there's issues with it, I'll be very surprised.

[Reneqxde]

Further to what I stated above, using a WiFi analysing app my SSID doesn't even appear under a list for all nearby connections on the 2.4ghz band even though within the hub settings page it's quite clearly enabled and also on one of the required channel which to me sounds like something is stopping it from broadcasting on that band. I've now got a computer that can't connect to WiFi as it uses 2.4 which obviously isn't showing up anywhere. It's getting beyond ridiculous with the amount of issues as of late, we very rarely had problems and all we keep getting is problems with equipment, this is starting to feel like yet another one of those issues.

[legacy1]

Maybe you should get a better router with 1Gb port then router mode does and use it in modem mode

[Reneqxde]

To be honest I'd rather just have a hub that actually works the way it's meant too - which should have been the case here after our original hub4 just gave up for no reason and had to be replaced but this ones brought its own issues to the party it seems.

[-tony-]

ring it in and get a tech booked - turn the hub off or disconnect it when you ring them - dont try and explain to the offshore muppets what your actual problem is they wont have a clue and are likely to tell you all is ok or offer to send a magic signal to sort it - which obviously wont help- get the tech there and get another hub as that one obviously is cooked - test the 2.4 band whilst the tech is there

[Vikki_M]

Hi Reneqxde

Thanks for your reply.

Could you please do a factory re set, and then try to split the SSID again?

Please let us know if this resolves the issue.

Please pop back to us when you can.