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beniji
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Message 31 of 192
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Re: superhub keeps losing internet connection ??

Connection is dropping more than ever ;-(
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interestme
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Message 32 of 192
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Re: superhub keeps losing internet connection ??

Same here. read other forums last night and was surprised as to how many comments there have been. only came from BT for the speed but at this rate would prefer stability over speed. no post in going fast if you are not even online. Have just raised a service request too. Area 14.
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NightWolf
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Message 33 of 192
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Re: superhub keeps losing internet connection ??

HI

i have a problem where everyday our internet in the house goes down and its becoming a really big problem as i am not the account holder i am not sure what can be done here to solve this issue but i would be really happy if someone could get in touch so i could begin to discuss how to solve this issue with the account holder or something. 

thanks Dom.

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Forum Team (Retired) Adam_L
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Message 34 of 192
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Re: superhub keeps losing internet connection ??

Hi Dom, 

 

Thanks for posting! I am sorry to hear that you've been having issues with the internet connection dropping, this can be annoying I know so apologies for any bother.

 

I've tested things from here for you but nothing showed up out of the ordinary. No errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges. 

 

How do you connect, wired or wireless? Are you still having these issues? If so, could you please post a recent copy of your Hubs logs here for us to see. You can find these by opening your internet browser and typing 192.168.0.1 into the address bar, before logging in, top right hand corner, it will say 'Router Status' click there and all of the information needed is inside.

 

Speak soon, 

Thanks, 

Adam.


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Shan1
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Message 35 of 192
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Re: superhub keeps losing internet connection ??

Hi,

I am having the same issue with my Super Hub. Wifi keeps on dropping off. I am using the Chromecast and it is really annoying when the connection dropped and I have to connect and start the video all over again. Spoke to the VM and advised to factory reset the Super Hub, but unfortunately no success. I saw some of you posted having a new Super Hub helped? I have been with VM for more than 10 years, but this might move me to Sky or BT. Hope someone from VM will look into this.

Thanks

Shan

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micthetic
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Message 36 of 192
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Re: superhub keeps losing internet connection ??

I signed up 4 weeks ago for the 100 Mb service with the XL tv package and have spent the intervening time ripping my hair out at the dropouts and page hangs, loss of connection and stalling oh and crashes. 2 engineer visits , second was supposed to be a specialist but the guy said he was just a regular engineer. When i haven't been removing my hair with my fists i've been checking and updating my homeplug software, checking the wifi,,trying with the pc connected directly into the Hub 3.0.......still rubbish. I have two screens and besides the farcical goings on on my main screen i've got Yahoo Messenger constantly disconnecting and reconnecting on the other. Absolute joke.

I've come to the conclusion that the issue lies within the hub or, more insidiously, back at Virgin HQ where every stalled, dipped connection has a cummulative positive effect on profitability.

I still had an active BT connection for the first 3 weeks which i periodically connected to to remind me of how a fibre service should operate. Plus this also validated the correct functionality of my home wiring/setup.

Engineers coming out and telling me everything is measuring OK so 'can't do much more' is unacceptable. I agonised about whether or not to stick with Virgin and decided to do so, even though the service was patchy at best, but now, after 4 weeks i am literally at the end of my tether. I've resigned myself to leaving if this isn't sorted out by next weekend and we can then take it through the courts, that's how cheesed off i am.

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frahar
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Message 37 of 192
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Re: superhub keeps losing internet connection ??

Hi Guys forgive me for posting this elsewhere, If I had read all these posts first would def not changed my hub. After ringing Virgin-AGAIN-then my second link up with the 'Gadget Tech Guys' no joy still. Don't know where to go next. It's bloomin' infuriating, Internet keep flicking off when I'm in middle of something.

I have paid the fee for the Gadget guys but still frustrated & angry. Come on Virgin. If there are probs--tell us.

Tearing my hair out.

New Super hub connected Friday.26th Aug. Since then connection flicking on & off.

Rang Virgin, nice lady tried to sort it--no joy even suggested that in fact it could be a coincidence that the losing connections could be happening now after the new hub.  She  advised I contacted Gadget Rescue (at a price) I contacted them took charge of my PC for a few hours. Still no joy. Is there anyone anywhere who can help me resolve this problem. Is it possible I wonder that there could be a fault in the Hub?

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micthetic
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Message 38 of 192
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Re: superhub keeps losing internet connection ??

....and all the while you're paying for a faulty service and a ineffective 'tech support'. I thought, and was lead to believe, that the fault could be the new Hub 3.0 and its related firmware. An engineer replaced the hub with a like for like model which i'm presuming has the same firmware.....result was no change.

My main concern is that this,shall we say, anomaly is affecting all hubs. I've done everything to check my kit and the fault is Virgins. They can deliver an uninterrupted signal to your TV but their internet (which they manage) is all over the place. I do believe that there is some integrated 'management' in place, buried in their software that isn't common knowledge, explaining why their tech guys are telling you its all showing good their end or an engineer calling and saying his test kit shows all is honky dory. They're either calling it as they see it or.......

Either that or i'm going mad.

I am now psyching myself for another round of explanation and fob off with customer services. This is rapidly becoming the worst experience ..ever!  and over the last 16 years i've tried most of the big hitters.

Good luck......you'll need it! 

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frahar
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Message 39 of 192
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Re: superhub keeps losing internet connection ??

Well!! I for one don't know where to go next to get this sorted. So frustrating when Virgin is not listening.
I feel angry that this whole experience has been very costly and still no nearer solving it. I need to try get back in touch with the 'Gadget rescue' team (what a joke) & try get a refund.
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Forum Team
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Message 40 of 192
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Re: superhub keeps losing internet connection ??

Hi Shan

Thanks for joining us on the community and welcome to the forums Smiley Happy

I can see that since you posted to us your speed boost has processed and that everything looks good on our systems.

Could you let us know if you're still experiencing the drop outs in connection? I know it's been a couple of weeks since you posted to us and I can see that you've been in touch with our teams since you posted too.

I'm going to drop a pm to you to look at some further options with you and if you could get back in touch with me on this, that would be great! You can find this next to your forum name in the:

Speak soon.

 

 


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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