Virgin Media Community

[Kath_F]

Hi PaulCope, 

Thanks again for coming back to me via private message. 

As the appointment time is unsuitable, please reschedule this using the link I gave you above. This will allow you to choose a time and date suitable to yourself 🙂

Thanks,

[richard_martin]

Hi,

I've just taken delivery of and installed a Hub 5. Everything appears to work but when I go to RealSpeed - SamKnows I get a message saying 

No router found

Make sure you’re on the same WiFi network as your Virgin Media Hub.
The Virgin Media Hub must also be on router mode.

I am on the same WiFi network and the hub is in router mode.

Any ideas what is wrong?

[conman33158]

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@richard_martin wrote:

Hi,

I've just taken delivery of and installed a Hub 5. Everything appears to work but when I go to RealSpeed - SamKnows I get a message saying 

No router found

Make sure you’re on the same WiFi network as your Virgin Media Hub.
The Virgin Media Hub must also be on router mode.

I am on the same WiFi network and the hub is in router mode.

Any ideas what is wrong?

---

I couldn't even get my Hub 4 to connect in router mode, I've a feeling something has changed within SamKnows but could be wrong.

[Shrink]

Hi all,

I’ve been getting the same.

I called VM support and was told they don’t have access to the Samknows service that home users access and that I should.contact Samknows about this. I send a message to Samknows but got no response. Third time lucky (!?!) I did get a response which was that I should contact VM about it. I explained that VM said to contact them and was told that they would contact VM on my behalf and get them to contact me. They took my e-mail and mobile number, but of course no one got back to me….. so I gave up!

[PaulCope]

An engineer came out and found two faults with the power levels dropping off, one with the line to the house and one with the power levels to the line in the road.

still no further progress. VM is useless….

[Zach_R]

Hi @PaulCope,

I am very sorry to hear about this. Can you please clarify what issues you're currently having with your connection?

Can you please set up and share a live BQM with us so that we can take a look at your connection?

Thanks,
 

[ArchieForde]

I think you just misconfigured your router. You need to take a closer look at the instructions. I think this is the problem

[PaulCope]

Haha yea right.. an IT Manager who has been in the business over 17 years managing complex networks and VLANs doesn't know how to turn on a router and connect a CAT6 cable to a ethernet port.

Please don't insult me with lame responses.

I have had multiple engineers out, mostly non 1gig engineers who don't carry the required testers to test levels for a 1 gig connection.

The issue is with power levels and bad connections in the underground cables which has been confirmed with the latest engineer visit.

[Adduxi]

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@richard_martin wrote:

Hi,

I've just taken delivery of and installed a Hub 5. <snip>  

---

The SamKnows client is maybe not yet in the Hub 5 firmware.  Don’t forget the Hub 5 has only left trials and is in soft launch mode. Expect a few bugs for a while whilst VM work on the firmware. 

[Zach_R]

Hi @PaulCope,

Thank for expanding. Can you clarify when you last had an engineer visit about this and what they advised exactly?

Along with this, can you set up and share with us a live BQM as requested?

Thanks,