I’m having to reboot my Hub4 about once a week due to disconnects.
The reboot and sometimes the necessity to completely reset the hub do fix the issue temporarily.
How do I go about getting a replacement hub?
Forum Discussion
Problems like this are rarely a hub problem, usually it’s down to a circuit problem. Please provide some stats:
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.
That’s another thing, I can’t ever login to the hub except after a complete reset. It’s in modem mode so at 100.1
You should still be able to access 192.168.100.1 I've always used modem mode with any Hub I've had. Sometimes it fails, but most of the time it works, and again sometimes it works via the phone, and other times it works via my cabled PC. Just make sure if on a phone you are not using a VPN, or iOS Private Relay etc.
I (finally) managed to log into the hub. Copy and pasting is messy and I’ve blurred the MAC addresses in the network log.
Hi Michael99 👋.
Thanks for reaching out to us. Apologies for the issues that you are having with your service. Could you please run the diagnostics again removing any third party equipment used as an alternative for the Virgin Media Hub and place the Virgin Media Hub into router mode. Keep us updated with the results.
Sabrina
Those are the classic T3 errors affecting a large number of customers. Since this is a problem with the circuit from your Hub to the street cabinet, you will find that the issue has to be escalated to get brought to a network engineer capable of fixing it.
The best way to do this is to open an official complaint: https://www.virginmedia.com/help/complaints
- Make sure you test your connection via ethernet and do not reference WiFi in any communications, keep re-stating that this issue is affecting wired connections via ethernet, and test it on two different ethernet cables (for confirmation).
- Use the next 8 weeks to focus on collecting evidence of technical faults. Do daily speed tests using https://www.samknows.com/realspeed/ and record these daily screenshots in a document with times & dates noted for each screenshot.
- Take screenshots of ping tests (Ping both 1.1.1.1 and 8.8.8.8, take screenshots of the results showing the disconnection). Do this every time you see the issue, and again put the screenshots in a document with times & dates noted for each one.
After 8 weeks you will be able to escalate the case to the Communications Ombudsman. As many on this forum have observed, this is usually where Virgin Media suddenly jump into action to resolve the issue, or at least put in a bit of effort.
Hopefully with the evidence you provide you may be entitled to a partial refund or an exit from your contract. You will need to cite the relevant OfCom schemes in your case. Virgin Media are signed up to many lesser voluntary OfCom schemes that the Communications Ombudsman case officer may not consider in their judgement, so it's worth your while making their job easy for them by pointing them to the relevant scheme.
