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louisg
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200 Mb upgrade - Super Hub 3 - random disconnects

Hello

I have run all the basic tests, and called Virgin support but this still happens

Basically i have paid to upgrade to 200MB broadband from 150 as part of this they gave me a WHITE HUB3 to replace my BLACK HUB2, since this point my internet has gone off and on at random times of the day, customer support are simply call loggers and when they look at your connection they are looking at an RF connection not a stutter/ping. Engineers are RF guys so they are simply looking at the connection from the exchange into your house.

This is now effecting online gaming as well as watching netflixs etc.

I see many many other with the same issue but i dont see Virgin addressing the problem, its simply people remotely looking at the feed and telling you their is no problem.

please could something be done about this.

Thank you
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E_goode91
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Message 2 of 13
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

This is what is happening to me also!

I'm just being told on the phone to play wired and that they see no issue.

I can't get through an episode of Stranger Things without the connection dropping. Or getting kicked from an overwatch match!
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louisg
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

It seems there's quite a lot of people with the same issue.

I got through to a outsourced customer service centre that advised me to turn off and on and it was fixed. Even though I had told them I already had done this numerous amounts of times.
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Forum Team
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

Hello louisg

 

Really sorry about the cutting off.  We have noticed that for some people when using the hub 3 in modem only mode on an Arris CMTS that this occurs. We are trialling a firmware update for the hub at the moment and hopefully it seems to have fixed it so far...

We have no firm dates for the general roll out to hub 3s yet but fingers crossed it will not be too long.

We will do our best to keep people informed in the forum of our progress.

 

Thank you for your patience.

Nicola

Virgin Media Forum Team
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louisg
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

Hi Nicola,

 

thanks for reply. It's gotten so bad now I'm having disconnects up to 5 times every hour. I've been on the phone everyday this week to be told I haven't got a problem. Today I asked again for a super hub 2ac and was told it would arrive in 2 days. Could you check one has been ordered please? I appreciate firmware is being sorted but I can't wait any longer as the Internet is unusable for gaming and streaming. Thank you

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Message 6 of 13
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

Hello louisg

 

Yes it does look like you have a hub 2ac on order. When it arrives please follow the accompanying instructions for activation, I think you have to call a number before connecting it now. Any problems just let us know.

 

Thank you

Nicola

Virgin Media Forum Team
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louisg
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

Thank you Nicola

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louisg
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Message 8 of 13
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

So I have swapped over to superhub 2ac and have had a rock solid connection so far.

Only issue is I have a lot of buffering. Could my signal levels be checked please?
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legacy1
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Message 9 of 13
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects


louisg wrote:

Only issue is I have a lot of buffering.

Can be caused by you downloading or uploading

 

 

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louisg
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Message 10 of 13
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Re: 200 Mb upgrade - Super Hub 3 - random disconnects

I downloaded a game on Xbox live this morning only. 

Tonight I was streaming on Netflix only with constant buffering.

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