martynco
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Re: Status of Hub 3's
Update: The Virgin Media Technician came this afternoon and replaced my HUB3 with a Hub5, which was the main issue. He also sorted out an issue with the wiring outside my house as it was still the original configuration when it was installed about 28 - 30 years ago, I have emails from Telewast in 1997. Apparently it needed updating for the my current bandwidth. A test now: Even more importantly the connection is stable, yesterday I had a family Zoom call and I kept freezing and then being thrown out the call with a message on the screen that I had an unstable Internet connection. I am now confident everything will go well, the tests I have done so indicate that will be the case. Thank you for sorting this out. All the best, MartynRe: Status of Hub 3's
Just so anyone following knows I have just had a very helpful proactive call, I don't know if that was you John or David, but thank you very much and they have booked in an Engineer's visit on Monday which hopefully will get me sorted out. I very much appreciate the help and going out your way to call me. All the best, MartynRe: Status of Hub 3's
Now Virgin Media customer service seem just to be trying to wind me up I have just had another identical message to the one before saying my issue has been fixed and my Internet is now achieving speeds expected. When I go to run the tests on the Virgin Support web site the status page says there is an "Intermittent signal in your area, we are looking into it. Check back here in 24 hours, and if there's still an issue we'll help you book an engineer." I am getting 13.5Mbps at my hub when I pay for a 500Mbs service. As I seem to be just getting the runaround from the service team I think I need to log a complaint about this "Service" they just seem to be putting me in a continuous look saying wait 24 hours and it is not even as if I get a consistent 13.5Mbps it sometimes drops out altogether.Re: Status of Hub 3's
Latest update, fixing the TV service has now been moved back a further couple of days until 17 October at 16:10. I have also received a message from Virgin "Support": Thank you for your patience as we investigated your network issue. We've monitored your connection for 24 hrs and the issue should now be resolved – your devices appear connected and speeds are what we'd expect. Still experiencing network issues? Visit our site for next steps <redacted link> But following that I get a another 24hr holding message: Intermittent signal in your area We’re looking into it. Check back here after 24 hours, and if there’s still an issue we’ll help you book an engineer. So I expect that will be next week at the earliest so over a week with less than 10% of the bandwidth I pay Virgin Media for and without many of my TV services.Re: Status of Hub 3's
The TV issue is still not fixed, latest estimate online is 17:10. I also received another message that they will monitor my Internet service for 24 hours which was the same message I got at the weekend after which they said it was resolved and I should then have the speed I paid for but in fact there was never any change and I am now starting to wonder if this is just a delaying tactic. I will keep you updated with progress if I see any! All the best, MartynRe: Status of Hub 3's
On Sunday I had the following update "Thank you for your patience as we investigated your network issue. We've monitored your connection for 24 hrs and the issue should now be resolved – your devices appear connected and speeds are what we'd expect. Still experiencing network issues? Visit our site for next steps https://sms.virginmedia.co.uk/z6VdU/14XWoEU" I tried the tests again with no improvements but seeing Alessandro's message I thought I would try again today, with no improvement but the status showed that there was a known TV issue which Engineers were working on and it was expected to be fixed at 13:10. I thought it worth waiting until after that was fixed in case there was a common cause with my Internet and phone issues. I checked again this afternoon and there was no improvement in Internet speed but when I checked the status I found the TV issue has not been fixed yet and the latest estimate is 21:10 so I will wait again and see if when the TV issue is fixed my issues go away and if not log a call. Thank you for your help, MartynRe: Status of Hub 3's
Thank you for getting back to me I appreciate it. I used the reset button on the Hub 3 this morning and I believe it did a factory reset as my previous settings were removed and it went back to the default password. At first the download speed improved to around 60 to 70 Mb but it seems to have dropped off again since and that was still v. I did as you suggested and the first result was interesting and different to yesterday when it showed green status for all three items. Today I got: So it looks like there is a detectable issue at the moment. I can still use the Internet and TV at the moment so it is not really an emergency that requires me calling on a Sunday but if I get similar results on Monday I will call the VM support line and see what can be arranged. Thank you again for your help. MartynRe: Status of Hub 3's
Hello, thank you very much for getting back to me I appreciate it very much. I used the reset button on the Hub 3 this morning and I believe it did do a factory reset as my previous settings had cone and it was back to the default login details. At first the download improved to around 60 – 70 Mbps but still some way short of what it should be. This seems to have dropped off again during the day. I have run the tests you suggested: The first result is interesting and not what I saw yesterday but there does look to be a detectable issue now, which in a way is progress. I can still use the Internet and TV so it is not an emergency requiring me to call on a Sunday but if I still get similar results on Monday I will call and see what can be done. Thank you again for your help All the best MartynStatus of Hub 3's
I have gradually been having more problems with internet dropouts and now the speed of my internet has now dropped to between 6 and 10MB, it should be 500MB. I have tried rebooting the hub but no change. I did think about trying factory resetting, I don't know when the documentation is but I see there is a reset button on the back so I assume if I hold that down for a while that will do the job. The problem could be something else but my suspicion is the hub, am I wasting a lot of time on an obsolete device or is it still considered a current one? I am also concerned because my landline phone runs which also runs from the hub rather than via copper is also playing up. I have tried to get my 95-year-old parents to start using my mobile but they still use the land line and at that age I worry they will have an emergency and not be able to get me on that. If the Hub 3 is seen as obsolete, can I just contact customer service and get a newer hub sent to me? I think this would be a reasonable first step to investigating my issues rather than get someone out although they may be able to do some diagnostics from the call centre? I would appreciate your thoughts on this. Thank you Martyn
