For a number of months I have had a problem with latency which has impacted negatively on general surfing. In addition online gaming is not possible. I have been aware that the problem is caused by the Intel Puma 6 used in the Hub 3 modem which is causing ping spikes. I realise this is a problem that is not only affecting the Virgin Hub 3 but numerous other router/modems worldwide. I assummed that as this is a major problem a firmware fix would urgently be released to resolve the problem. But it is becoming apparent that this might not be possible.
This is one of my BQM monitors for a 24 house period. Please note between 10pm and 10am there was NO device connected to my router.
I have used this command in a dos window ping 192.168.0.1 -t and find that it pings 1s to 5ms about 25 times and then spikes a couple of time to 60ms to 200ms, this is repeatable and constant.
My computer is hardwired with a Cat 6 cable to the router. To test everything I have reset the Hub 3 to factory settings, tried the same commands just using wireless, tried Modem Mode with a direct setting to my computer, tried modem mode with a connection to another router, tried a different laptop and tried several different cables all with no change whether in the BQM or the ping command to the Default gateway.
So it is pretty clear that a hardware fault in the router/modem is causing the problem.
I have been patient and saw no point hassling anyone at the beggining but have now reached a stage where this will have to be positively resolved in the near future.
My wishes in order of preference are these.
1. A firmware update resolves the problem. with information forthcoming whether it is possible, and if so an ETA.
2. I am supplied with another router (Hub 2ac) as I understand this will resolve the problem. Speed is not a major issue for me as long as I get a reliable 20mg I am happy.
3. Reluctantly if there is no end in sight with this problem taken together with the fact that I am tied to only using the modem/router supplied by you I will move on.
Operational Configuration General Configuration Value Network access Enabled Maximum Number of CPEs 1 Baseline Privacy Enabled Docsis Mode Docsis30 Config file Va7ee2c1097edd521.cm Primary Downstream Service Flow SFID 1956200 Max Traffic Rate 23000000 Primary Upstream Service Flow SFID 1956199 Max Traffic Rate 1180000
Sorry to hear about the trouble with your connection. I've taken a look and I'm not entirely convinced the problems you're having are caused by your Hub alone. We're working on a fault in your area under ref: F004936449 which is being reviewed on the 5th April. This fault is for high capacity on the network in your area, to resolve this we will need to perform network upgrades.
Do you notice if your off peak connection performs better?
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I have just completed a speed test at thinkbroadband and get 21.7mb down and 1.1mb up. This is my normal test result and it does not vary greatly throughout the day.
The problem I get appears to be caused by the Hub3 Router/Modem causing latency spikes at predefined times whatever the time of day and even when there is no internet use at my end. As can be seen at regular intervals the ping to the gateway IP on the router spikes up to 96ms every second or so (and when the net is being used can jump up to 200ms). This happens constantly anytime of the day, a normal ping to the gateway would always be under <1ms. Now this happening constantly whether it is making numerous calls to a DNS server or playing online gaming , in fact online gaming means the ping is jumping 4 to 5 times higher every second or so makes it unusable. Downloading is not as noticable as the line appears OK and the packet is not being lost just held up.
Below is a small trace route to demonstrate the problem.
The fault that you've been informed about, ref: F004936449, will cause reduced speeds at peak times.
If your speeds are slow at all times then we'll need to investigate further. So would you please enable modem mode on your Hub, connect a pc directly to it via Ethernet and run a couple of speed tests, via speedtest.net using the default servers. Post the results on here so we can inspect them.
But also post some speed results with the Hub in router mode, for comparison.
Also I have sent you a PM (purple envelope icon, top right of page) with advice on how to get fault updates.