Daily Factory Reset of Hub Required

[Johnnyboy123]

I've been suffering with indifferent performance for a while; it will be OK and then suddenly drop out. I'd found a temporary fix was to disconnect from the wifi from the hub, then reconnect and it seems to help for a while. The issue, when it happens, seems to be a really low upload speed resulting in a loss of connection with the websites I'm using.

I decided to check the service status yesterday, went through My Account, and it said my hub needed a factory reset. It tried to do it remotely, but then directed me to do it manually with a pen into the back of the hub. This worked wonders and all was good, but then today the same issues. This time it was remotely reset, but surely I shouldn't have to do this every day? Is there a problem with the hub?

[Tudor]

Possibly a hub problem, but mostly this type of problem is due to a circuit problem. Please post some stats, details follow:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Johnnyboy123]

Many thanks for replying.

I've done as you suggested but it won't let me proceed without logging in (I get a select language page, then a password page that I can't get past). Obviously I can get the password off the hub, but as you said I don't need to logon, have I done something wrong?

[Tudor]

Two lines below the "Password" box should be "> Check router status", click on this. If the screen if different please post a photo/screen shot of it.

[Johnnyboy123]

There's no option to "Check router status"

[Client62]

Login with the password of the Hub 3.
Perhaps it needs to complete some setup following the factory reset.

The connection info once logged in to the Hub 3 menu is also available at :

Advanced Settings >>> Tools >>> Network status

[Johnnyboy123]

I logged in using the number on the bottom of the hub, then there was a "reset password" page, then there was an option to "Go to Dashboard" or "Proceed to Dashboard". I clicked that and waited, clicked it again and waited, and so on. Nothing happened. Eventually I tried to refresh the page, but then I got a messgae similar to when there is no broadband "Unable to connect" with a "try again" button and "Problem loading page" in the tab.

[Client62]

Having logged in to the Hub 3 I can reach the Home page via : http://192.168.0.1/?home&mid=Home

[Johnnyboy123]

I lost internet completely and tried using getting help (which was useless, please Virgin allow an option to deal with a real person when you're stuck in a Virtual Assistant loop, it's beyond frustrating); eventually tried a hub reboot and at least I've got internet back.

However, Firefox is now warning me that 192.168.0.1 is not secure and is a "Potential Security Risk"

[Client62]

VM Hub 3 has an http interface, so every browser should spot that as being a not secure connection.
We all have to just ignore the warning and carry on to use the menu.