Intermittent connection

[drofflies]

Hi, I am having real trouble with my broadband connection (Hub 3). All tests suggest that everything is working, there is, according to Virgin, no issue in my area. Cables are secure at the hub and the wall, and yet my internet connection drops in and out randomly. I have ethernet connected devices as well as wireless - all are affected at the same time. Hub light show sign of anything other than normality. Rebooting the hub does sometimes bring the service back, but it again drops randomly.

Could the hub be faulty?

Thanks in advance

[Adduxi · Accepted solution]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory 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.

Setup a BQM to record and monitor your circuit  www.thinkbroadband.com/ping

[drofflies]

Helpful answer - many thanks - but nothing has changed. In fact I would say that the hub did not reset as all of my settings and passwords were retained.

[Gareth_L]

Hello drofflies

Thanks for your reply

I have just checked a few things from here and can see we have a Service Technician booked to come out 

Can you please let us know how the visit goes 

Gareth_L