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Aivisons
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Message 11 of 19
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Re: Massive packet loss...

Can that downstream be affected by dodgy cables or something ?

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Static
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Message 12 of 19
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Re: Massive packet loss...

Loose connections on your coaxial cable can have a negative effect on the signal, not saying that is the cause here, but have a quick check to make sure they are finger-tight within your property.

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Message 13 of 19
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Re: Massive packet loss...

Well, everything was fine until i set up hub3, i had no problems before. I'm not sure if i can set up old hub just to testthe connection. It should work for couple hours until it crashes again.

Can someone explain me what do i see here in this diagram, the black area i suppose is what it should look like and on top red is the packet loss but why is everything go messy after 5am ?4321.png

I'm pretty happy i have virgin mobile sim with 40gb , at least i can play something coz it's more stable and won't dissconnect like my broadband. To watch something online i'm getting used to now with 5 second breaks :/

 

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Superuser
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Message 14 of 19
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Re: Massive packet loss...

you should be able to put the old hub back on but it will need activating - they can be a bit negative but explain the problem and hopefully they will do it - take it from there

the SH2 will only support upto 200 so if you upgraded to more than that at the hub change it might get complicated

ring retentions and hopefully you can get it sorted whilst on the phone

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre 

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Message 15 of 19
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Re: Massive packet loss...

I'm siting on 50 since 2014, i'm happy with that coz i'm not doin crazy things, straming or whatever.

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Superuser
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Message 16 of 19
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Re: Massive packet loss...

then give them a ring and get the SH2 back on - you say it dropped wifi - did you ever investigate that or was the quick answer change the hub - if the SH2 performs then its worth looking at the wifi - it may not have been the hub

and whilst you are on to retentions ask why they put you on a new contract - a hub swap if the original is/was faulty should not start a new contract and there should not have been a charge afaik

who set it all up - it has the ring of offshore

@ModTeam can someone [kaz?] confirm i am correct that swapping out a faulty hub should be free and not start a new contract - i may have that wrong in which case the info above needs correcting

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Message 17 of 19
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Re: Massive packet loss...

Hi Aivisons, 

 

Sorry about the broadband issues. I'll pop you a quick PM so I can assist further.

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 18 of 19
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Re: Massive packet loss...

Hi @-tony- 

There are three instances where a Hub can be requested and sent out. Two do generate new contracts. The three are: 

  1. A customer has a faulty Hub and needs a replacement- no new contract.
  2. A customer signs up for a new deal which includes a Hub upgrade. A new contract is generated once that is activated. Monthly fees usually change.
  3. A customer calls to simply update their Hub but not their package. This does generate a new 12 month contract and a one time charge for the equipment but no monthly change in fees.

Out of the three no 1. is the usual way this happens, 2. the next most likely scenario and the 3rd rare but still requested now and then. TBH it's been utterly yonks since I've seen this myself.

Hope this helps!

Kaz


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Superuser
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Message 19 of 19
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Re: Massive packet loss...

@Kaz_A  - thanks Kaz - that was pretty much my understanding - your explanation dots all the i's and crosses the others stuff

the OP says the original hub was faulty hence no contract and no £30 fee - that assumes the user put that point to whoever and thats the reason the hub was changed

i accept its perfectly possible the user just asked for a replacement with no mention the hub was faulty in which case a charge and contract would have been generated

 

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