HUB 4 Packet Loss - Rebooting Issues
Hi All,
Having issues with Hub 4 connection and speed (when it's on)
I received an email on the 7th September from VM that said "We've spotted an issue with your broadband connection" and went on to say that their smart support uses clever tech to check broadband performance in the background and we've noticed that your broadband is not as fast and reliable as it should be - dont worry we've already applied a remoted overnight fix"
Then on the 9th September at 8:36 a further email from VM "Good News - Your connections in tip-top shape" The issue's been resolved and you're now getting a much more reliable connection.
We will continue to monitor things and be in touch if we need to update you on anything"
Well from 8:36 and still happening as I'm typing this - the Hub 4 white light goes from Solid Bright, Dull-White, Flashes off and on - and this has been occurring non-stop since yesterday @ 8:36.
I've tried reaching out to support by phone and the chap kept assuring me that there was nothing wrong with the Hub 4 or the internet connection --- kept referring it to wifi even when I told him I'm using Wired and Wifi (it's amazing how many people refer to internet / broadband as "WIFI")
He said that the connection is working perfectly (yet even the VM status shows there is an issue) but will escalate to 2nd level which will monitor for next 48hrs.
This is no good as it's been since 7th I've had issues but they dont care.
I also enquired about a replacement Hub - he said that a replacement would cost £50 and if I wanted the Hub 5 we will have to review your contract and increase your connection -- I'm on Gig1!!
So what I've done since the 9th "all good" email:
Turned off hub for 10mins then switched back on.
Waited 1hr to ensure all was ok but it was still cycling through Solid White light to Dull to off.
Pin hole reset.
Samknows/realspeed shows speed to the hub is 950-1000, but download speeds on the devices is not reaching over 100mb - thats on an iphone 14, Pixel 7 pro and an dell laptop (wired)
All still the same.
Thinkbroadband shows that there is a high packet loss.
Any ideas or is it a case of me having to wait for the 12th until a engineer comes out - looks in the cabinet and says all is fine?
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f8b1074-10-09-2024"><img alt="My Broadband Ping - Virgin Media Hub4" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f8b1074-10-09-2024.png" /></a>