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Registered: ‎19-04-2011
Message 41 of 490 (701 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

Going by previous posts in this thread, so I guess it's pretty much a given that the modem in the SH3 is indeed crap compared to the SH2.

Will we get a fix for this? I'm not paying a substantial monthly fee to receive a worse service than what I used to have on the non 200Mb gamer package otherwise.

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Registered: ‎23-03-2016
Message 42 of 490 (669 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

Totally agree. Virgin please make some response to this issue?
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Registered: ‎12-05-2010
Message 43 of 490 (639 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

Without reading this entire thread, does this problem reported here effect just the 200 gamer package with the hub3?

I was going to get the standard 200 speed with a hub 3.0 soon, I do game online occasionally but was going to get the standard 200.

Thank's
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Registered: ‎05-12-2016
Message 44 of 490 (629 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

Affects pretty much everyone that is using a Hub 3.0 - regardless of package. 

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Registered: ‎23-03-2016
Message 45 of 490 (613 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

[ Edited ]
Mitch, it affects everyone on a hub 3 at the moment, at any speed package.
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Registered: ‎02-12-2016
Message 46 of 490 (576 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

As I indicated previously:

The latency problem is seen:

A.  in both router and modem mode;

B.  when running a direct connection to the modem with the modem running in either mode or;

C.  when connecting thru a router with the modem running in either mode.  

D.  It effects all IPV4 and IPV6 protocols, including VPN and IPSEC.

It is present regardless of the download and upload speeds of your internet plan, is seen for low channel counts, ie: 12 channels down, and will be worse for higher channel counts.  

This appears to be the same for all Puma 6/6MG based modems. 

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Registered: ‎19-04-2011
Message 47 of 490 (570 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

Has anyone contacted VM about this in regards to getting a discount per month until it's fixed? Because quite frankly we can't use our connections for real time services properly until it's fixed, so we are not getting the service we are paying for and I'm surprised VM QC passed the Hub 3 considering the issue has been going on with these modems for quite some time.

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Registered: ‎23-03-2016
Message 48 of 490 (546 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

[ Edited ]

Robbie, virgin have not yet acknowledged the problem in any way yet, so a fix is probably a long way off. I think it's disgusting service to their customers to just ignore the problem. So many people using hub3 are posting about bad gaming experience and poor latency and pings yet virgin are asking them to do pointless things to try and supposedly fix the issue which will of course not work so just wasting everyone's time. The problem was widely reported in the media and on here over a week ago but no response from VM.  If anything virgin should be putting pressure on arris and intel to get a new firmware tested and released whilst updating customers as to progress.

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Registered: ‎19-04-2011
Message 49 of 490 (511 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

bambamboyo

Agreed! I got off the phone to tech support earlier this evening and the guy genuinely didn't have an idea as to what I was talking about when mentioning latency issues with the SH3. He said my area code was undergoing upgrade works (which I assume is to cure the over-utilisation during peak hours) and that this would solve my problem, to which I responded that this would not.

I requested to be dropped back onto the 200Mb service with SH2 and he said this was not something he can do. I asked about compensation for the time that the issue remains unresolved, to which he said he would send billing a note to apply a 50% discount to my monthly bill and agreed that this should be active until the issue is resolved.

I suppose having the service for half the price is a decent deal, but the latency spikes will remain of course, and that is annoying.

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Registered: ‎02-12-2016
Message 50 of 490 (502 Views)

Re: Hub 3 / Compal CH7465-LG (TG2492LG) & CGNV4 Latency Cause

[ Edited ]

That unfortunately is a classic example of what customers usually face when they call into tech support. Tech support staff have absolutely no idea of what you're talking about. Hopefully they didn't blame your equipment or run you thru the normal routine of rebooting the modem, switching modes from router to modem mode, etc, etc, all of which have no effect on this. The forum members are usually way ahead of tech support or the forum staff on this one. And so, it becomes s a challenge to get thru to the engineering staff who can really understand what this is all about. If you look around other ISP forums you will see the same thing, over and over. So, if anyone has any contacts with the engineering staff, make use of them to the best of your abilities.