on 01-12-2021 14:26
Hi.
So we recently upgraded our package and were delivered the hub3 on 17th November. Its worked wonderfully, without issues until yesterday. The connection started to drop and we suddenly noticed the hub was resetting itself. This happened continuously, anything from every 2-30 minutes, and has continued to do so for the last 24 hours. The hub itself appears to totally reset itself as if it were first being set up. It's happening so frequently that we haven't been able to connect any devices to the internet what so ever and even when it resets and connects, the connection/speed is so poor it's unusable. Me and my partner both work from home and currently haven't been able to today because of the problems and won't be able to until this is resolved.
I've read up and it appears we aren't the only ones who have experienced this but does anyone have any answers? I've been on at customer services all day and tried everything they've suggested, multiple resets/restarts, change of settings on the 192.168 etc.. none of it had helped and they gave up. They've arranged for an engineer to come out tomorrow but after reading others experiences they don't appear to have helped much either or have palmed the issue off.
Any suggestions? Do I need a new hub?
Answered! Go to Answer
08-12-2021 09:17 - edited 08-12-2021 09:30
Yes, I have arranged a fourth visit after the second engineer didn't do what Virgin confirmed needed to be done and the third didn't show up. I spent 5 hours waiting for a valid response from the complaints team yesterday, was disconnected five times, had to repeat myself constantly and the very best they could do after the engineer NOT turning up on the third occasion was offer another one in TWO days time which, considering they were supposed to replace the hub last Saturday and know my job relies on this connection, didn't, then failed to show up the third time, is just absolutely unacceptable and an awful service.
Virgin arranged an engineer to come out Saturday to avoid sending a new hub in the post to make sure it was done quickly before I started work again Monday. Now I'm being told I can't get the assistance until Thursday. So now I have to wait ANOTHER two days, suffering another two days of connection issues, constant reboots and risk losing another two days of my actual job. Should the engineer actually turn up on Thursday that will be 10 days of issues and the hub replaced 5 days later than planned due to multiple failings on Virgins part.
Your customer services, tech team and apparent complaints team are immensely infuriating to deal with and the unnecessary stress this has caused me due to loss of work, which Virgin couldn't care any less about, is disgusting. A basic apology absolutely does not cut it.
If I have further issues the only reason I will be contacting anybody is to cancel my services because I absolutely cannot deal with this nonsense anymore. What a ridiculous situation!
on 01-12-2021 14:29
on 05-12-2021 11:24
Hi @Bryony73 thanks for posting and welcome to our community.
Sorry to hear that you've had issues since your change to the hub 3. Can I ask how the tech visit went? Did it resolve things for you?
Regards
Lee_R
on 05-12-2021 13:59
Hi.
No. We've had two techs out, neither have fixed the issue which is still persisting since Tuesday. I think the second tech that came yesterday was supposed to replace the hub, he definitely replaced some cables but I don't think he replaced the hub itself. Its consistently disconnected from the internet and rebooted itself since he left now leaving us in a very poor situation for work tomorrow.
on 05-12-2021 14:01
I have tried relentlessly to get hold of customer services all weekend and tech support but I keep going around in circles with wait times and being asked to hold.
If I don't get clear answers today I will be cancelling all services because this is obsurd.
on 05-12-2021 14:18
Try this as a last resort ?
Try a 60 second pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
If this fails, then a new Hub really should be supplied.
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on 07-12-2021 14:56
Hi Bryony73 thanks for posting.
I am really sorry your hub issue is still ongoing. I would like to take a closer look. I am going to send you a private message.
Regards
Lee_R
on 08-12-2021 08:40
Thanks for getting back to me Bryony73
I can see that you've got another appointment booked. You can continue to monitor the appointment here. Please do get back to us if you have any further issues.
Regards
Lee_R
08-12-2021 09:17 - edited 08-12-2021 09:30
Yes, I have arranged a fourth visit after the second engineer didn't do what Virgin confirmed needed to be done and the third didn't show up. I spent 5 hours waiting for a valid response from the complaints team yesterday, was disconnected five times, had to repeat myself constantly and the very best they could do after the engineer NOT turning up on the third occasion was offer another one in TWO days time which, considering they were supposed to replace the hub last Saturday and know my job relies on this connection, didn't, then failed to show up the third time, is just absolutely unacceptable and an awful service.
Virgin arranged an engineer to come out Saturday to avoid sending a new hub in the post to make sure it was done quickly before I started work again Monday. Now I'm being told I can't get the assistance until Thursday. So now I have to wait ANOTHER two days, suffering another two days of connection issues, constant reboots and risk losing another two days of my actual job. Should the engineer actually turn up on Thursday that will be 10 days of issues and the hub replaced 5 days later than planned due to multiple failings on Virgins part.
Your customer services, tech team and apparent complaints team are immensely infuriating to deal with and the unnecessary stress this has caused me due to loss of work, which Virgin couldn't care any less about, is disgusting. A basic apology absolutely does not cut it.
If I have further issues the only reason I will be contacting anybody is to cancel my services because I absolutely cannot deal with this nonsense anymore. What a ridiculous situation!
on 08-12-2021 10:07
WEDNESDAY 9th Dec
09:26 - Hub rebooting itself.
09:37 - Hub rebooting itself. Reset and connected without internet.
09:53 - Hub rebooting itself.
10:03 - Hub rebooting itself.