Perceived Hub 4 Wi-Fi strength degradation
Hi - been using Hub 4 for about a year now, and until recently its Wi-Fi strength in all but the furthest locations of my house has been robust and stable. I'm running a combination of 2.4 and 5Ghz devices, with the 'cleverer' ones achieving dual-band. The hub's Wi-Fi signal is in default configuration, with Enable Channel Optimization enabled and channel selection is automatic for both frequencies. No complaints until maybe a month or so ago, when my Win 11 laptop that usually sits upstairs in my office started to become unable to stably handle the usual Teams calls, screenshares, etc. Meanwhile other 2.4Ghz devices in the same room as the Hub 4 will briefly go offline from time to time. The Hub has always remained in the same place - albeit behind the TV - and yes berate me for this - but it's been absolutely fine there for my needs. The Hub 4's Wi-Fi troubleshooting capability is pretty much nil and as a last measure have just resort to reserving all of the c.25 devices' IP addresses and increasing the lease time to 7 days to help cut down on DHCP chatter. Its temperature is always hot to touch but the diagnostic tool doesn't complain. I'm looking for options now - I don't think Pods will solve this problem, I've used a similar TP-Link solution and wasn't particularly impressed. Should I look to invest in my own wireless router and switch to Modem mode or should I seek to have an upgrade to Hub 5 with its stronger Wi-Fi 6 capability? Any advice welcome.Shocking customer service - Full loss of service 5 days - DO NOT RECOMMEND VM
Monday 11th March - I came home after work and there was a technician working outside my property presumably doing something for the neighbours VM connection. Didn't think much of it but later discovered my connection is not working. Phoned customer service and was told internet is down for everyone and there is an outage in the area and to wait and they will fix ASAP. Tuesday 19th March - Still no TV or broadband, the green light is flashing. Call again - this time customer service agent says there is no outage and we try to reset my box manually etc do all troubleshooting. He says my box is offline and will need to send a technician so books me a slot for the following day between 4pm and 7pm and says the technician will call 20 minutes before arrival to check somebody is home. I receive text confirmation of this appointment Wednesday 20th March - No call from technician received and he never showed up. I had no communication from any technician whatsoever. At this point I call Virgin Media customer service again at 7:30pm to report the no-show and he says he submit my request to the technicians team and somebody will be in touch within an hour . No contact after an hour so i call AGAIN. This was the worst call, the customer service agent kept telling me to calm down and relax and he resubmitted my form again but said technicians are not working now so somebody will contact me tomorrow. I am without internet connection and TV still. Because of this, I am having to pay money to travel into the office to work because I am unable to work from home but I am still not being considered as a priority. I feel frustrated as this issue was caused by Virgin. After an hour on the phone I give up and decide to call back next day. Thursday 21st March: 8:40am - I need to prepare to work and I have no internet at home and no contact from any technician overnight so I call back again, hoping to get a technician out same day since they missed the first appointment. Customer service tell me this has been raised to the field area manager as a priority however despite this I am not able to get a technician out until Friday 22nd March. This is unacceptable as the technician did not show up yesterday and I'm being forced to go another 2 days without internet when this is crucial to my job as a remote worker. This is causing me lots of stress, I spent an hour and 40 minutes on the phone this morning instead of working and still no closer to solving the problem. I need a technician ASAP. I am utterly astounded by the appalling level of customer service and nobody reached out to me regarding my situation, I am having to chase every single day ad this week has been extremely stressful because of this.Catch up/on demand dropping constantly
Since day one I’ve had nothing but problems with Virgin. If it wasn’t slow internet or constant drop outs it was the Virgin Go app not working. all of this was bad enough, but watching on demand services, catch up and Netflix is impossible. Programmes drop out after about 5-10 minutes. It’s so bad we’ve bought a Firestick to watch. Error code 01119 not good enough. We’ve done all the resets, updates etc. the service is getting poorer by the month. our contract is up in January and we will be looking at alternatives if huge improvements aren’t made.REPETITIVE CONSECUTIVE NIGHTLY INTERNET DROPOUTS
Hello, I am having constant, repetitive problem with broadband dropouts/outages at exactly midnight. This has happened at exactly 12am like clockwork for 4 nights running as follows 12am - 10:30am 12am - 5am 12am - 3:30am 12am - 4am Could anyone tell me how/when/if they got this issue sorted for you and the timeframe? The biggest problem for me is that it seems too precise, repetitive and deliberate for this to be caused by any non-deliberate means. It must be maintenance/upgrades but I’m seeing multiple people with these issues spanning a long time (since 2022), and when you phone virgin and simply ask why this is happening no-one can tell you why! As a consumer, surely you should be provided this information upon request. Frankly, I feel like I’m losing my mind. I will be going to OFCOM with this because to add to the terrible dropouts the customer service is obstructive and deliberately full of hurdles. To add insult to injury, I had an engineer booked to investigate the issue and they said it was resolved their end and cancelled my appointment, this delaying any possible solution further. I have phoned customer services and spoken to multiple people: different levels of technical support and line managers and after THREE DAYS and over 4 hours spent on the phone to them, I finally have an engineer appointment scheduled. Will they fix it? Will they explain why it’s happening? I’m seriously losing confidence in the possibility of getting an answer/solution. Completely flabbergasted at the fact that Virgin can’t tell you why you’re internet is going down at the same time every night. Our internet has been installed just over a month but what good is it having great speeds when Virgin turn your internet off every night at midnight and in some cases it doesn’t come back on for you to start work in the morning? I’ve had 6 days of outages. I’ve installed a BQM to monitor the outages now. Does anybody have ANY idea about what actually causes this issue?Frequent broadband outages for last few weeks
For the last few weeks I have had intermittent broadband outages lasting for a few minutes at a time, happening at any time of day. I have a Hub 3.0 In the network log the most common errors are: SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; I have been through all the diagnostic steps, and tried the usual reboot sequence etc. I have also seen other reports on here of folks suffering the same issues but none seem to indicate how I can fix the problem.
