Please, I think the evidence I posted is fairly clear. Everything has been running perfectly for the last 3 weeks (since the Hub was swapped out). Last night the Hub does a software update, and all of a sudden everything is back to how it was. If necessary, I can post about three weeks' worth of images from the Quality Monitor, showing pings being poor before the modem swap, perfectly fine for three weeks since, and then awful again since about 3:45 this morning, which happens to coincide with a software update on the Hub.
If you look at the original logs from the start of this thread, you'll also see that the problem originally started around the time the Hub did a software update.
Can someone from Virgin Media please respond to this, and let me know what the next steps are.
Firmware version 9.1.1811.401 has been rolling out for about 6 weeks (started late January), it seems quite widely deployed now but this is the only post I've seen reporting problems like this so it doesn't seem to be a widespread issue. I'm also on 9.1.1811.401 in Modem Mode (with an ASUS router) and it's fine.
Yes, a friend of mine is running the same firmware without issue.
However, how do you explain three weeks worth of perfect operation, to be followed 5 minutes after the update to this software by going back to the degraded performance I was seeing before the modem swap?
Just got off the phone and unsurprisingly they are refusing to recognise that there is an issue. Tried to tell me that the kit is designed to be run in 'non-modem' mode, and also trying to push the blame over to my router (which has performed faultlessly for three weeks, then suddenly starts to mis-behave at the exact time that the Virgin Superhub does a software upgrade?).
I work in IT, so have a good understanding of fault finding techniques and the like. For this to happen twice in a month, at the same time as a software update seems fairly conclusive to me.