Samknows not working with my new Hub4

[TangoTango27]

Hi all

Having upgraded to Gig1 broadband, yesterday I received my new VM Hub4 and, after several reboots, I am now consistently getting around 945Mbps download and 44.50Mbps upload using the Ookla SpeedTest app on my Windows 10 PC -  which is obviously great news!

I appreciate that due to the limitations of the Gigabit network port I'm not going to see anything faster than 945Mbps using a traditional speed test such as Ookla.  But to overcome this, the documentation that came with the Hub4 specifically tells you to check the download speed using samknows.com/realspeed which will show the actual download speed to the hub (ie before the 1Gigabit network port restriction).

But my problem is that whenever I try the samknows realspeed test it just comes back and says "Your SamKnows enabled device is offline" which suggests that the realspeed facility has not been enabled in my hub.  Any thoughts on how I can enable this so I can check my true download speed?

Thanks in advance!

Paul

[Michael_JK · Accepted solution]

@TangoTango27 @DigitalDonkey @ZinG 

Hi there and thanks for bringing this issue to our attention.

After some investigation we found there was an issue preventing some customers from accessing SamKnows features.

We've since put a fix in place which should resolve this issue for all of those affected.

You may need to perform a reboot of your hub for this to take effect. Simply switch the hub off at the power for a minute or so, then back on again and wait for the connection to resume. The SamKnows features may take about 20 minutes to become available after this.

Please let us know if you encounter any further difficulties.

Best, 

[ZinG]

Works fine without a reboot and the speeds are what I would expect to see.

Thanks

[TangoTango27]

No joy for me I'm afraid.

Although I'm no longer seeing the offline error message I'm just seeing a spinning disk in the "Speed to Virgin Media Hub 4" panel but it never actually reports a speed.  And the "Speed to Computer" panel just shows ... presumably because the speed to the hub test hasn't completed.

I've rebooted the hub (and I'm in router mode) but still no joy.

Any thoughts?

[DigitalDonkey]

Thanks all, it worked after a reboot. On iOS I did have to stop iCloud+ private relay for it to work. 

[pross]

I have the same problem but turning the power off etc etc does not solve the matter

[TangoTango27]

Scratch my previous post - another reboot of the router has done the trick and all is working well now.

Thanks VM for sorting the problem and to all other respondents for your help and suggestions.

Paul