Desperately seeking help. I have been experiencing connection problems daily for the last few weeks. Our connection drops and reconnects at random intervals. Sometimes it reconnects after 10 minutes (good scenario) and sometimes it might take many hours or even days! I have a Hub 3.0 here.
All devices including the TV lose connection. When watching TV the 'network cable disconnected' popup appears on the screen which is quickly followed by 'network cable connected'. Various lights and lighting sequences appear on the router. However, the connection is not regained and these popups can continue for hours. As mentioned above, the connection is eventually regained and things go back to normal. Sadly though the popups can start again minutes later or hours later. This makes working, making calls, gaming, watching online tv and using catchup services impossible to use.
I have tried restarting the router (including a factory reset), I have checked the cabling, I have checked for service issues online and with the rest of the Virgin users on our street and the issue seems to be just us.
Is it possible that the Hub 3.0 has a fault and needs replacing? Considering that I had a call tonight from a Virgin Salesman trying to make me upgrade for a reduced fee, I would rather get what I currently have working properly first!
Any guidance will be greatly appreciated - thank you.
Thanks for the advice, The reports are posted above. I had just reset the router again (as the connection had dropped as it usually does) so the report was created as soon as the connection restored itself. I hope it is useful as I have no idea what any of it means!
Can you do it again and unplug the Hub from power supply for 5 minutes - after the restart - immediately check that the RS errors have all reset to 0. Then see if they d=start reappearing every hour or so - they shouldnt.
Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
So the internet appears to have behaved for the last few days.
However, now I have no On-Demand or Amazon Prime services. I can load the Amazon Prime channel but all options result in a black screen. I can also search for and find on-demand content but when selected the screen goes black (sound remains).
Why can't all services just work at once. I pay nearly £90 a month for this having just 'upgraded' following a cold call from Virgin. I agreed to upgrade as there is some form of discount for the Sky Sports package which I am interested in (was told I would get all the Sky Sports channels but in fact ended up with only SD versions which are horrible to watch - I'm not sure this was made particularly clear which is a bit cheeky)*.
Can anyone please advise as to what might have happened with my Amazon Prime / On-Demand as following my 'upgrade' I am far from impressed so far! Luckily I still have a week and a bit to cancel the 'upgrade' and revert back to what I had previously which I am seriously considering.
I have tried changing some of the output resolutions away from 2160p to 1080p for example and it makes no difference. I have also tried changing the HDMI cables into different HDMI ports. I have rebooted the hub. I have tried Amazon Prime on other devices in the house and it works fine.
* The Amazon Prime and On-Demand problem appears to have been since the 'upgrade' was made.