Hub One Issues

[#1]

So, I’ve just upgraded to Fibre extra but hub one keeps disconnecting every couple of hours. The connection just seems so fragile. I’m on a double socket access point...Tried going to the hub home on 192.168..... Sometimes that works but not always. It’s very frustrating and wish I hadn’t bothered upgrading!

[#2]

Thanks for your post @waribai

I'm sorry to hear that you've had issues with your connection since upgrading.

It's certainly been intermittent as shown below

We've tested your line and we can see the drops as per the graph above but unfortunately, our tests aren't showing a cause.

If the drops continue today I'd recommend raising a fault here so we can investigate further.

[#3]

Hi,

The line seems to have stabilised. Could you please run another test from your end?

Thanks

[#4]

@waribai,

I'm afraid it is still unstable. I can see you have a visit booked so we'll await the outcome of that but for reference your connection graph is below.

[#5]

Apologies, I've been informed the image is broken so adding again.

[#6]

Thanks for this. No problems now since Monday morning. Could you run a test on it?

[#7]

Hey @waribai,

Thanks for getting back to us.

I've checked over the account and all looks good from this side, are you seeing the same from yours?

Thanks.

[#8]

Yes, all looks good here. Thanks

[#9]

Great news @waribai,

Just give us a nudge on here should you need further assistance.

Thanks.

[#10]

My upgrade seems pretty stable unlike the price. I agreed an extra £3/month but have been charged £4/month ever since ☹️

[#11]

Hi @iandhjolliffe,

The extra £1.00 was due to the price increase in June 2018 which was advised it would happen when you initially upgraded to Fibre. You can access the relevant information by clicking here