Connect App Can’t Find Hub 5
I recently switched over from Sky; I self-installed my Hub 5 about three weeks ago. The broadband works fine. However, whenever Iog onto the VM Connect App, it is unable to find my hub. I have been through the loop of installing the Hub over and over again. I’ve deleted the app and re-installed it, turned the Hub off and on again, checked that no VPN is running, turned off the Private Relay on my iPhone, turned off WiFi assist, updated my phone’s software, but still get the same results. I wanted to run the Home Scan function, as my signal is weak in parts of the house. Also wanted to see what the app actually does, as it’s currently just using up storage space for no reason. Any help would be greatly appreciated!Broadband Dropouts - slow speed– SYNC Timing Errors
I’m experiencing ongoing broadband dropouts that closely resemble the issues described in the following community threads: Broadband connection keeps dropping SYNC Timing Synchronization failure – Loss of Sync My Virgin Media Hub is currently operating in modem mode, and I’m using an ASUS GT-AX11000 router to manage my home network. The dropouts affect both Wi-Fi and wired (LAN) devices, including critical appliances connected directly to the router. Symptoms include: Sudden and repeated loss of internet connectivity across all devices Devices remain connected to the router but lose access to the internet Dropouts occur randomly, sometimes multiple times per day Router logs show normal operation, suggesting the issue is upstream Given the similarity to the SYNC Timing Synchronization failures described in the community posts, I suspect this may be a signal-level or infrastructure issue. I’ve already: Verified all coaxial and Ethernet connections Updated router firmware Monitored logs and confirmed no local faults Could you please: Review the line signal levels and error logs from your end Confirm whether SYNC or RCS errors are present on the hub Advise if an engineer visit is required to inspect the line or cabinet I’d appreciate your support in resolving it promptly. Modem logs: Hub 3.0 device information The information below shows current status of this Hub 3.0. Standard specification compliant : DOCSIS 3.0 Hardware version : 10 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 0.7 37 256 qam 1 2 147000000 0.5 38 256 qam 2 3 155000000 -0.4 37 256 qam 3 4 163000000 0 37 256 qam 4 5 171000000 -0.4 37 256 qam 5 6 179000000 -0.2 37 256 qam 6 7 187000000 -0.4 37 256 qam 7 8 195000000 -1 37 256 qam 8 9 203000000 -0.2 38 256 qam 9 10 211000000 -0.5 38 256 qam 10 11 219000000 -0.2 36 256 qam 11 12 227000000 0.2 36 256 qam 12 13 235000000 -0.2 38 256 qam 13 14 243000000 -0.5 38 256 qam 14 15 347000000 1.9 38 256 qam 27 16 355000000 2 38 256 qam 28 17 363000000 1.7 38 256 qam 29 18 371000000 1.5 38 256 qam 30 19 379000000 1.7 38 256 qam 31 20 387000000 1.7 38 256 qam 32 21 395000000 1.2 38 256 qam 34 22 403000000 1.7 38 256 qam 35 23 411000000 1.2 38 256 qam 36 24 419000000 1.2 38 256 qam 37 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37 37506135 813077 2 Locked 38.6 193431 36024 3 Locked 37.6 53283 2123 4 Locked 37.6 45627 1539 5 Locked 37.6 34557 1907 6 Locked 37.6 22829 1759 7 Locked 37.3 27275 803 8 Locked 37.6 18276 570 9 Locked 38.6 13821 428 10 Locked 38.6 15725 146 11 Locked 36.6 19200 171 12 Locked 36.6 19469 95 13 Locked 38.6 13178 62 14 Locked 38.9 10716 183 15 Locked 38.6 1711 74 16 Locked 38.6 1419 28 17 Locked 38.6 2184 28 18 Locked 38.9 1868 33 19 Locked 38.6 3943 42179 20 Locked 38.6 2769 993 21 Locked 38.6 2838 40 22 Locked 38.6 1801 27 23 Locked 38.6 3640 15572 24 Locked 38.6 1144 18 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 30100000 48.5 5120 64 qam 9 2 36600034 46.8 5120 64 qam 6 3 23600000 48.3 5120 64 qam 10 4 43099997 50.3 5120 64 qam 5 5 49600000 49.8 5120 64 qam 4 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 1 0 2 ATDMA 0 0 2 0 3 ATDMA 0 0 4 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 0 0 Network Log critical SYNC Timing Synchronization failure - Loss of Sync;CM-Verification email doesn’t arrive
Hi, I’m a new customer. I’ve downloaded two apps: My Virgin Media and VM Connect. When I sign into these apps for the first time, they direct me to the VM website. I entered my email and pw and it said a verification was sent. However it didn’t came. I tried a number of times and checked junk folders, nothing. I’m just stuck at the log in. Has anyone experieced the same? If VM agents are here, could you please help? FYI, I’m using Gmail.[Solution] to VM linking problem
This worked for me. Go to Bing Search (yes, it has to be Bing), and search for 'Virgin Media Register', and look for the first non sponsored result, which should be titled 'Register My Virgin Media Account' follow that which manages to stay on the original Virgin Media Registration page. Setup your virgin media account there. Once that is setup try and go to the normal login which takes you back to the VirginMediaO2 linking thing, and set up/link again. Credits to JSladenNo internet for 4 days now
A technician cut our cable without warning or explanation outside my home on Thursday (31st July) I called Virgin Media the same day to inform them of this to which they said an engineer would show up the following morning (Friday) to fix the issue but no one showed up. My household has been left without any internet for 4 days and my household members are having to pay out of pocket for data. The next available engineer visit is on the 8th which is simply unacceptable. Automatic compensation hasn’t been applied to my account either despite me informing a rep on 31st July about this issue. Terrible service all around and I’m very displeased. I’d appreciate if a rep could escalate this for me as soon as possible.Pre-contract docs approved but no contract or delivery?
I've seen a few older discussions on the same issue. I ordered a new broadband connection on the 27th July, due to be delivered for self install on 2nd August. Since then, nothing has happened... I have the order confirmation email, but no contract and no attempt was made to deliver router. Early I visited an O2 / Virgin shop to try and see what the issue is. The assistant said she couldn't find my order and that nothing was showing up on the system. She has just setup a new contract for me, which has triggered the exact same emails and documents that I already had from last week. I'm now worried I have two contracts. Additionally, she's input the wrong date for the setup kit to be delivered for this one. If anyone from Virgin could help or point me in the right direction please. I tried calling the customer care service last week but without an account number (that I don't have without the contract) I can't get through to anyoneWired v Wireless uploads
Can anyone help identify what might be causing an issue with upload speeds over a wired connection. I have the Gig1Volt service with a couple of wifi boosters running and a number of wired devices. At the hub I get 1148mbps download and 151 mbps upload. At the device (win laptop) using wireless I get 399mbps download and 107mbps upload, while wired I get 900mbps download but less than 2mbps upload. This slow upload speed obviously causes issues. Grateful for any suggestions.
