Weird router issue - virgin
Discussion
Racked my brains on this one but can't fathom it out.
We have a Hub 3 through virgin, we've never had any issues with it. In recent weeks the router has started to crash and reset periodically. When reset it would be okay for a while.
In the end we called an engineer out, who diagnosed the signal needed adjusting which he corrected. No problems for a couple of weeks. And then it started again. We called in and were told we had too many devices and the package was not able to support the amount - wifi light bulbs etc. We upgraded to the next level broadband and are still in the 14 day cooling off period.
Yesterday - and this is where it gets weird - I started loading candy crush on my laptop - the router crashed immediately and repeatedly every time it was loaded. I thought I'd try it with amazon prime. The same happened. It seems to occur when downloading a lot of data. I have carried out a speed test and we're running approx 200mb
When I run my VPN on the laptop, the same sites load fine and the router does not crash - I also used amazon via my smart tv and that was okay?!
I have an engineer coming out on wednesday and hopefully will be changing the router to a hub 4.
As I say, it's all a bit weird?
We have a Hub 3 through virgin, we've never had any issues with it. In recent weeks the router has started to crash and reset periodically. When reset it would be okay for a while.
In the end we called an engineer out, who diagnosed the signal needed adjusting which he corrected. No problems for a couple of weeks. And then it started again. We called in and were told we had too many devices and the package was not able to support the amount - wifi light bulbs etc. We upgraded to the next level broadband and are still in the 14 day cooling off period.
Yesterday - and this is where it gets weird - I started loading candy crush on my laptop - the router crashed immediately and repeatedly every time it was loaded. I thought I'd try it with amazon prime. The same happened. It seems to occur when downloading a lot of data. I have carried out a speed test and we're running approx 200mb
When I run my VPN on the laptop, the same sites load fine and the router does not crash - I also used amazon via my smart tv and that was okay?!
I have an engineer coming out on wednesday and hopefully will be changing the router to a hub 4.
As I say, it's all a bit weird?
My uncle's does something similar, but lives with it as he doesn't want to pay for a separate router/mesh network.
Sometimes it's down to the router getting too warm, sometimes it's down to the local scallies breaking open a VM box in the street and pissing in it.
3 children (disabled adults) each watching youtube/twitch/instagram/facebook videos all the time, and having their Xbox/Playstation/laptop on again watching/playing videos or games can get a bit tense when they can't get on the internet.
Sometimes it's down to the router getting too warm, sometimes it's down to the local scallies breaking open a VM box in the street and pissing in it.
3 children (disabled adults) each watching youtube/twitch/instagram/facebook videos all the time, and having their Xbox/Playstation/laptop on again watching/playing videos or games can get a bit tense when they can't get on the internet.
mmm-five said:
I believe the standard solution to Virgin's s
tbox is to put it into modem-mode and connect a proper/decent router/mesh network.
Yes, definitely do that... life's too short to be constantly pissing around with your broadband. You shouldn't need to do it, but there you go.tbox is to put it into modem-mode and connect a proper/decent router/mesh network.minky monkey said:
That's the feeling I was getting, it's just odd how things that were never an issue seem to be going wrong!
You're describing remarkably similar to the behaviour I had. The router was fine once I turned the wifi off and added a separate AP (mine is still in router mode giving out IPs, partly as I wanted the extra network ports). It's odd behaviour, but seems to be common :-(mmm-five said:
I believe the standard solution to Virgin's stbox is to put it into modem-mode and connect a proper/decent router/mesh network.
And yet, this stbox is to put it into modem-mode and connect a proper/decent router/mesh network.tbox of ours hasn't caused a single issue at all for us, even with many devices connected at once. Maybe I got the only one they made right.
cobra kid said:
mmm-five said:
I believe the standard solution to Virgin's stbox is to put it into modem-mode and connect a proper/decent router/mesh network.
And yet, this stbox is to put it into modem-mode and connect a proper/decent router/mesh network.tbox of ours hasn't caused a single issue at all for us, even with many devices connected at once. Maybe I got the only one they made right.
Mine is in modem mode connected up to a Nighthawk X4S which has done a great job these last four years (in fact just over 4 years). The "super" hub 3.0 still overheats in modem mode so I would really worry how it would have coped with WFH since the March before last.
My hub 3 became unrecoverable last year, so I got a 4 and upgraded to the gig service. At first I felt the 4 was somewhat better WiFi wise but then it became unstable and pretty much as poor as my hub 3 had been.
Sorted by putting it in modem mode and adding an Orbi system.
It’s now fast WiFi everywhere and super stable.
Sorted by putting it in modem mode and adding an Orbi system.
It’s now fast WiFi everywhere and super stable.
Stunning incompetence today. Firstly the engineer scheduled for this morning did not turn up. Called the call center, they had no record of one being booked. This despite the fact I confirmed with the woman twice.
Told they could send one the next day, this was not acceptable, so I was informed an engineer would be there in the next four hours.
Waited until 16.45 when we received a call from a "virtual engineer".
Now, I admit at this point, I lost my st. I explained that we required the router to be changed which had been diagnosed by a previous engineer. Oh, that can only be done by an engineer...
Yes I know that, that's why I was expecting a physical, actual person.
WTF.
So now, we're supposed to be getting a visit today. Top down sheer incompetence.
Told they could send one the next day, this was not acceptable, so I was informed an engineer would be there in the next four hours.
Waited until 16.45 when we received a call from a "virtual engineer".
Now, I admit at this point, I lost my s
t. I explained that we required the router to be changed which had been diagnosed by a previous engineer. Oh, that can only be done by an engineer... Yes I know that, that's why I was expecting a physical, actual person.
WTF.
So now, we're supposed to be getting a visit today. Top down sheer incompetence.
They place too much workload on their 'engineers'. Too many jobs to do in a day, one goes over time and the rest get delayed or don't happen. The guy who came to me last year had 10 jobs booked in for the day, his first job had taken 2 hours, he was late to me and said he would not get them all done.
Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
minky monkey said:
sheer incompetence.
To be fair to them it's nothing new. I was with them since thier NTL days.Moved in to new place, NTL website's says it's available for my house, book a visit... nothing happened
Booked second visit online thinking maybe I'd not submitted the first one...nothing happened
Phoned them up...sorry it's not available in your area...strange, your website says it is and my car's parked on an NTL manhole cover...oh, yes it is available we'll book an engineer...nothing happened
Phoned again...sorry it's only available part way up your road, number 20 can get it but you can't at number 22...It's a semi dethatched, 20 and 22 are the same building and there's an NTL manhole cover where the drives meet...oh, well in that case we'll book an engineer...nothing happened
3r'd time I called they actually sent someone out and did the job.
Then some years later I moved house. Called them up and they said the new house has previously had Virgin cable, so take your set top box and modem with you and we'll send an engineer to set it up, which they did.
6 months later my postal redirect stopped and bills went to my old house. Phoned them up and they said "well you need to tell us if you move"...I did, you sent an engineer out to install it in my new house...oh but that's a different department.
Muppets.
megaphone said:
They place too much workload on their 'engineers'. Too many jobs to do in a day, one goes over time and the rest get delayed or don't happen. The guy who came to me last year had 10 jobs booked in for the day, his first job had taken 2 hours, he was late to me and said he would not get them all done.
Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
When they replaced the super hub for the super hub 3 they just sent it too me and I set it up myself Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
I even bought extra DOCSIS cable so I could move it from where it was originally installed.Jinx said:
megaphone said:
They place too much workload on their 'engineers'. Too many jobs to do in a day, one goes over time and the rest get delayed or don't happen. The guy who came to me last year had 10 jobs booked in for the day, his first job had taken 2 hours, he was late to me and said he would not get them all done.
Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
When they replaced the super hub for the super hub 3 they just sent it too me and I set it up myself Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
I even bought extra DOCSIS cable so I could move it from where it was originally installed.megaphone said:
They place too much workload on their 'engineers'. Too many jobs to do in a day, one goes over time and the rest get delayed or don't happen. The guy who came to me last year had 10 jobs booked in for the day, his first job had taken 2 hours, he was late to me and said he would not get them all done.
Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
I've got the same problem with Sky, we need a new mini box, I know, they know it, but it can only be replaced by an engineer, they can't just send one out, I don't understand why and neither does the person on the end of the phone and it's ridiculous.Still crap.
Not sure why the routers can't be customer installed if they are just a swap.
paralla said:
OP you've buried the lead with this story.
What I find absolutely astonishing is that you've managed to get a Virgin service engineer to come out not once but twice!
The headline should be Virgin broadband service engineer not only exists but actually visits customers house!
Lol. What I find absolutely astonishing is that you've managed to get a Virgin service engineer to come out not once but twice!
The headline should be Virgin broadband service engineer not only exists but actually visits customers house!
Not only that, but a very nice polite fella turned up. I showed him the issue, which even he thought was weird, suggesting that the router might have been shutting itself down to protect itself from a virus on one of the devices although he did think unlikely.
End result, a hub 4 has been fitted and all is currently well.
We shall see how it progresses.
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