Does anyone else have this very annoying problem? I have a basic set up hub3 as my wireless and telephone service .At random times throughout the day I loose internet connectivity on all devices both Wi-Fi and those connected directly to the hub by Ethernet cable . The light on the box is white all the time and the phone still works . The locking up of the box as I call it seems to occur mainly when downloading large files to watch on Netflix or Sky but does happen occasionally at other times . Once this happens I have no internet until I power down the hub and then turn it back on , at which point it works fine for a short while .
So far this is what I have done after calling the virgin help line at least 15 times.
line checked by virgin a number of times and no faults found
in early days of problem new hub fitted and engineer remade one connections to the hub
various settings updates by the help desk
3 or 4 pin resets of the hub
I was talked into upgrading my service to 200 mb
disconnected equipment in my house to illuminate them as a source of the problem
none of these things cured the problem
The last guy at virgin I spoke to said it was being caused by the large amount of usage due to Coronavirus lock down . Some times because service is throttled by there equipment it can cause the customer hub to lock up that requires turning on and off .
i don’t fully buy this as it has happened at 1.30 am . My daughter who lives 1/2 mile away has no problem!
If this is a common problem I’ll sit it out and hope it improves as lock down is eased .
Thanks for posting on the forums and welcome to the community.
I am sorry to hear that you have been having various issues with your broadband connection.
I've had a look into the back end of your services and I am still unable to locate a fault or anything out of the ordinary with your hub secs. I kindly ask that you set up a Broadband Quality Monitor and posting the graph results here, so we can monitor your broadband performance that way.
Thanks for coming back to us for an update, when you set up a Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.here , we advise running this for a few days then copy your finding here so we are able to see the results.