Hub 5 constantly disconnecting

[psmith1985]

Hi, I am having exactly the same issue. I also work from home and it has been a nightmare since I "upgraded" to the Hub 5. I never had any issues with the old Hub 3 I had, so it has to be the new hub that is causing the problem. It happens with both WiFi and Ethernet connections.

Please, can someone get in touch with me to try and help resolve these issues. Thank you in advance. 

Paul

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[psmith1985]

Thank you for your reply, there is no area faults in my area at the moment. 

I will wait for a reply from a VM Staff member. 

[Matthew_ML]

Hey psmith1985, thank you for reaching out and I am sorry to hear you are having some connection issues.

I have checked this out for you and I can't see any major issues, however I would like to look into this in more details.

I will send you a PM, please look out for the purple envelope. Thanks 

[legacy1]

See if all works fine in modem mode by wire.

Then get a router with 1Gb ports

[psmith1985]

It's not something I would want to do if I'm honest, I didnt have any bother with the Hub 3 and the hub 5 is brilliant when it is working. I have one of their "engineers" coming out to look at it after the year, so hopefully it will be sorted then. 

[Paulina_Z]

Hi @psmith1985,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing connection issues – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @psmith1985,

Thanks for confirming that you're happy with your appointment date and time. 

Let us know how you're getting on after the appointment and if you need any more help or assistance. 😊 

Thanks!