Intermittent service after multiple engineer visits
I'm writing here as I feel I have exhausted any possible avenues through customer services over the past 6 months or so, and I'm currently stuck in an endless loop. After my most recent call today I have a logged yet another complaint, but it seems that the only resolution suggested is to send a third engineer from the same team. For context, I'm running my Hub 5 in modem mode with a third party router, but I've confirmed the issue is still present when using the Hub 5 as a router. To summarise the current situation: At random intervals (this can happen multiple times in a day, or not at all for days) my connection will drop. This typically shows as T3 timeouts (often on all consecutive channels) in the network logs. There is no pattern that I have been able to ascertain. The connection will resume after a minute or so without any action needed, but obviously the the loss of connection will impact on anything I am currently doing (work calls, typically). The quality of my service other than this is fine, and I have no issues with speed or network quality outside of this particular issue. I can't put my finger on when the issue first started occurring, but there have been no changes to equipment or in the house since the connection was originally installed. After doing the usual troubleshooting and confirming there were no apparent issues on my end, the first engineer was sent out. The first engineer rebalanced the signals, as some of the power levels were out of spec. A check was also done on all of the equipment internally and externally. The problem still occurred despite this. After waiting a month or so, I escalated again and a second engineer was sent. The second engineer confirmed the quality of all of the cables and connections, and that there were no apparent issues with my equipment according to their tests. They did check the cabinet and informed me that one of the connections in there was loose (not even finger tight) and that they had rectified that. Unfortunately, the problem has persisted. Ahead of posting this, I set up Broadband Quality Monitoring and waited for the issue to reoccur. This morning it has happened twice, which I believe is reflected there. I've attached images from today of an example of the issue in the logs, as well as the information from the router, the BQM and the results from SamKnows. Removed all IPs and MAC addresses in the images. Any help would be greatly appreciated as customer services have essentially told me there is no issue that they can see.Internet (wired and wireless) keeps cutting out even after 2 engineer visits
Hi virgin, Our internet keeps cutting out at random times during the day we've had an engineer check the cabinets, replace the coax cable, replace the hub but it all keeps dropping out. I am unsure what to do anymore as these drop outs are getting ridiculous
WiFi stops working after midnight after every few weeks
Last night, my doorbell cam stopped recording after midnight and ever since. My Electric car charger also didn't charge my car (it's scheduled to charge my car after midnight). All phones seem to be getting internet, but something funny is going on with the superhub because this happens every few weeks. Once I go to the SuperHub settings page and reboot, the doorbell camera starts working again. The last time this happened was 16th November at around 12:51am. Could you check the logs to see what happened please?Intermittent Internet and high amounts of packet loss
For the past few weeks we’ve been having intermittent connections for both Ethernet and WiFi. At the start it wasn’t that bad and went off maybe once in the day but in past few days it’s been constantly going off. I’ve got an engineer booked in but that’s not until the 6th, it’s physically impossible to work from home for mine and my partners jobs due to us requiring a constant connection. I’ve followed the app process of generally turning it off and on as well as resetting the router on the off chance there was an update. We only moved over to Virgin in July with no problems but this is just unacceptable. I know the image below is for times when we don’t use it but it’s been constant dropped packets all morning. I know I’ve seen so many others having this exact same issue for a few weeks so it can’t be equipment in the house unless everyone’s got a faulty hub or everyone’s fibre cables have just given up.No internet every night after 1800hrs
For past 4 days internet has been working fine during the day. Around 1800hrs the internet speeds start to lag then by 200hrs is non-existent. Router (Hub 5) in use. 360 media box says there’s no connection. Lots of error codes when trying to access anything. Download speed checks show substandard. RG4 area. So bad that I’m posting this using 5G as cannot use wifi. Even when router says it’s connected (solid white light), no one’s devices detect it which clearly shows it’s not working. Shambles. For price being paid this is unacceptable. Virgin you need to sort this out.
Hub 5 Old SSID?
Hi, My old hub was recently replaced with a Hub 5. This is working OK but it is connecting to the old SSID and the new one is not listed on the available connections. It's showing the connection as VM1234nnn 2 where nnn is the old ID instead of VM1234new, which is the new number. When I try to access the Hub settings online it is rejecting my password despite already being logged on with this password. My mobile phone, tablet and laptop all connect to the new ID with no issues. When I try o connect to the hub settings using my mobile it again rejects the password, again while connected to the wifi using this password. It seems to be working OK but I would like it to be sorted and also be able to access my hub settings. Any ideas? Could it be a local setting on my PC?Hub 5 edit name
As with many homes a number of devices are connected to my hub 5. There was a fault with the port and the hub 5 so it was replaced, but now we cannot change the hub name to the previous name which will result in having to manually reconnect all my devices. This is very frustrating when the facility is offered in the app, but it does not work. has anyone had a workaround or is the app down at the moment?Traceroute through New York?
is it normal for a traceroute via new york to be normal? my latency since UPGRADING has gone from 18ms to 40ms, and i'm being routed through new york, call center say this is the same for everyone, is this true? or have i just been swapped onto an incorrect CMTS? Thanks,Vodafone 6e
I have issues with my WiFi speeds, there's another really long post about this on here, but I can't get any help that improves my issue. My question is could I buy a 2nd hand Vodafone 6e router and put my hub 5 in modem mode and use it? Will it work? My WiFi is severely congested due to neighbour having lots and lots of cameras, access points etc. Anyone have any experience using the Vodafone 6e router in this way with Virgin? I'm desperate, I've tried everything else and had multiple engineers visitHub 5 Flashing Green - Compensation
Hello, Today at 1pm, the internet went down and it hasn’t worked on since (it is 22:30 now). No outages in my local area. It is constantly flashing green on the hub. Ive contacted virgin media support and they recommend the pin reset and wait an hour. Still nothing is working. I have a technician coming on Friday (3 days from now), to help fix the problem. I did ask for the technician to come sooner, as I need the internet for work. But it wasn’t possible apparently. However, I work from home utilising the internet. So for the next 3 days I won’t have any internet and won’t be able to use it for my work. Am I able to get compensation? Is there anything I can do to speed things up or just to get it working again!? Thanks, Sam.
