Hub 5 dropout
Afternoon, I recently contacted VM to discuss possibilty of obtaining a pod to assist an issue in 1 room of our house that has low wifi signal and they accepted that 1 was required, but as i refused to pay the £8 monthly charge (i don't agree with it), they then offered to upgrade my b/b to 1gig package and sent the new hub5. Since it has been about 10 days now, i am finding the Hub 5 keeps dropping signal in that my phone says connected to wifi but no internet access. Having used the VM Connect app, it does a test and says unable to connect to network but then it can connect instantly and says all is good. I have also noticed the wifi coverage is nowhere near as good as it should be in other areas of the house, rather than the 1 initial room that we had previously. In the room where the hub is, we have full strength wifi. Reading the forums now, it appears many other people have experienced similar issues with Hub5 so hopefully someone from VM can help here as the webchat option is waste of time in my experience. Thanks
Playstation 5 having connection issues? here's a solution.
so for over a year i was having issues with my ps5 on connecting to virgin broadband. Hub 5. after turning the ps5 on it would connect for a few seconds and then lose connection. it would not re-establish connection for up to 10 minutes. not only that it would knock every other device off the network for around 3 minutes. it nearly drove me insane. cue many calls with virgin and even an engineer coming out to check the line. i even bought a new ps5 just in case but to no avail. UNTIL!!! i called virgin one last time, went through all the usual turn this off and on, check this check that bla bla until at near the end of the call the guy said "i suppose we could try turning off ipv6 and just run it on ipv4 (making it public), its something we do for business" i said sure try it and see. an hour later the change took effect and i haven't had a problem since. this was two months ago. TLDR call virgin, tell them to turn off ipv 6, switch to ipv4 and make it public. i really hope this helps someone else and spares them the madness I went through.Yealink sip-t64u help needed urgently!
Hey all, My wife uses a Yealink sip-t64u phone to work remotely. It used to work for weeks at a time, stop for a while and then take weeks to work again. We had a Hub 3 and plugged the phone into a TP-link extender via ethernet cable. Recently the phone stopped working (the extender and phone were accidentally switched off) and it hasnt come back. We spoke to Virgin who upgraded our broadband speed to 1gb and we now use a Hub 5. We set it up today by plugging it in to the router via ethernet cable and initially it worked. We moved the phone upstairs and used our TP link extender and again, success. Foolishly we unplugged the extender and phone so we could better organise her desk and now the phone says service unable once again. Strangely when we plug the phone into a Virgin router at my sister's house, the phone works and ditto when it is plugged in at the office. We are at our wits end and I'm desperate to get this sorted. I've read that Virgin hubs are notoriously bad at enabling VOIP phones to work. I've also read that putting the hub into modem mode and using our own router is the way to go but we have no idea which router would work. We even have a Virgin technician booked to come and have a look om Wednesday but I fear this won't help. Please help, kind strangers!Book engineer to check network
Hi, I am having trouble with my internet. It randomly drops out. I have 1gig internet, and intermittently it will drop to 30mbps. Resetting the router fixes it, however when I unplug the router, and plug it back in - it doesn’t connect to the internet. I have left it hours and it doesn’t ever connect. I can connect to the router, but the router doesn’t have internet. I have to unplug it a further 2-3 times, before it will connect to the internet. I did a network self test and it identified the router couldn’t connect with VM servers. An engineer came and replaced the router which didnt fix the issue. The engineer said somebody would have to come and take a look at the cabinet if replacing the router doesn’t fix it. How do I get an engineer to look at the cabinet please? When it happens, these are the error messages: SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; And when the internet is working but drops out randomly I get the error - DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value My postcode is ME20 Thank you
No internet and intermittent internet since 13 November
Since 13 November I have had either no internet or intermittent internet. First outage on 13 November following a storm resulted in 3 new hubs, 3 ONU boxes, 5 engineers to confirm a network issue. Internet working on 19 November. Next outage on 13 December so dad I have had 2 engineers. First one confirmed network issue to be resolved in 24-48 hours. No internet or intermittent internet called Virgin 3 times 2 advisors confirmed Virgin were aware of network issues yet, 3rd advisor confirmed no issues or outages and another engineer sent. He arrived Monday of this week and could not see any issues with the equipment in the house and spoke to his manager and network team who knew of no network issues. We are now on day 11 of no or intermittent intermittent internet. The app is mostly useless in saying everything is working correctly but last night it did give a message after doing a hub test that there was an intermittent issue. Can anyone advise how to get this issue escalated to someone who will fix it? Currently solid white light on hub 5 and no internet.
Connection dropping intermittingly
Good afternoon! For about a week now I've noticed that my internet connection drops for around 5-10s every 20-60 minutes, sometimes multiple times over a 5 minute period and I have no idea why. I am currently wired to the hub as is my other laptop but I notice the connection dropping on my wireless devices around the same kind of time too, others in the household have also noticed this. I have also seen on Reddit and here that others are in the same boat across the UK so I know it's not isolated to me. Is there anything that can be done to resolve this? I will provide any information asked and run whatever diagnostics I am advised to. Thank you.EPH Gateway compatiblity
I have an EPH gateway used for controlling my heating via WiFi, and have used it for 3 years without issue. About 3 months ago it started dropping off the internet and after 3 or 4 visits the engineer suggested I contact EPH who suggested the issue may be something to do with the Virgin Media WiFi ? The did send me another gateway unit just in case, and that has been installed with no improvement. So the question I have is, could the WiFi signal be the problem? I should add that we have no other issues with anything at all connected to the WiFi, and the signal strength seems fine. TIA.
Too Many Disconnections!
Back again, in desperation! I've been having problems for months, but in the last few weeks it has become progressively worse. After an engineer visit new Hub 5 and (apparently!) a new connection at the cabinet, it has actually gotten worse. I have requested an outdoor survey, as all the equipment in my house has recently been replaced and have another engineer visit provisionally booked for 22 December. However, I am now at the point where I will be requesting an early exit from my contract, as this really is unacceptable. My previous request for help were not progressed as I was running my hub in modem mode, so I have now switched it back to router mode in the hope that some kind of diagnosis might be possible. Here are my logs from less than 12 hours of uptime System up time 0day(s)11h:14m:39s Cable Modem Status Item Status Type Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM Channel Overview Downstream Upstream DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 163000000 7.5 43 QAM 256 4 2 155000000 8 42 QAM 256 3 3 171000000 7.3 43 QAM 256 5 4 179000000 7.2 43 QAM 256 6 5 187000000 7.1 43 QAM 256 7 6 195000000 7.3 43 QAM 256 8 7 203000000 6.9 43 QAM 256 9 8 211000000 6.8 43 QAM 256 10 9 219000000 6.4 43 QAM 256 11 10 227000000 6.2 42 QAM 256 12 11 235000000 6.2 42 QAM 256 13 12 243000000 6.1 43 QAM 256 14 13 251000000 5.8 43 QAM 256 15 14 259000000 5.8 43 QAM 256 16 15 267000000 5.4 43 QAM 256 17 16 275000000 5.3 42 QAM 256 18 17 283000000 5 42 QAM 256 19 18 291000000 4.9 42 QAM 256 20 19 299000000 5 42 QAM 256 21 20 307000000 5 42 QAM 256 22 21 315000000 4.7 42 QAM 256 23 22 323000000 4.7 42 QAM 256 24 23 331000000 4.4 42 QAM 256 25 24 339000000 4.6 42 QAM 256 26 25 347000000 4.6 42 QAM 256 27 26 355000000 4.4 42 QAM 256 28 27 363000000 4.5 42 QAM 256 29 28 371000000 4.6 42 QAM 256 30 29 379000000 4.3 42 QAM 256 31 30 387000000 4.4 43 QAM 256 32 31 395000000 4.3 42 QAM 256 33 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 43 1305039 326305 2 Locked 42 447669 51730 3 Locked 43 1099552 1437186 4 Locked 43 1427030 1538202 5 Locked 43 830628 1408003 6 Locked 43 23039 45053 7 Locked 43 25310 49669 8 Locked 43 655 86 9 Locked 43 276 45 10 Locked 42 255 103 11 Locked 42 160 109 12 Locked 43 163 96 13 Locked 43 154 110 14 Locked 43 104 37 15 Locked 43 163 8 16 Locked 42 134 26 17 Locked 42 187 0 18 Locked 42 720 49 19 Locked 42 456 16 20 Locked 42 236 0 21 Locked 42 117 0 22 Locked 42 86 0 23 Locked 42 71 0 24 Locked 42 82 0 25 Locked 42 87 0 26 Locked 42 86 0 27 Locked 42 91 0 28 Locked 42 85 0 29 Locked 42 96 0 30 Locked 43 73 0 31 Locked 42 57 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37 Locked 0 3.0 212999039 0