HUB 3 Latency and connection issues

[jonesy253]

I have issue with my wifi in general since the start of my contract. particularly with speed and latency. i have typical devices connected. nothing major - xbox, laptop, phones, Alexa etc. just general stuff.

i have rung the 'customer services' numerous times and feel like i'm hitting a 'fire' wall. They tell me the same stuff and nothing gets done or gets better. my internet drops out every week! i have been told i need to connect heavy usage devices via ethernet ( whats the point of paying for WiFi then?) i have been told to disconnect devices but I only use my xbox regularly which id class as high usage. I pay for 125mb fibre connection and feel the devices i use should definately be managable. 

i have read alot that the HUB 3 router has known issues. when I spoke to the very polite lady, no doubt based in a large warehouse call center in much warmer climates, she absolutely wouldn't even think about the possibility of sending me the HUB 4. 

IF SO MANY PEOPLE COMMENT ON THE HUB 3 BEING AWFUL - WHY NOT REPLACE IT WITH SOMETHING BETTER!

I would hate to leave Virgin for a competitor but i feel like im at my whit's end. 

[jbrennand]

See this first
____________

Firstly... Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[jonesy253]

The problem I have with Ethernet is, I cannot route a cable to the device. There is a working chimney stack in-between. Plus I should not need to use an Etherley cable with a guaranteed 125mps download speed! 

When It drops put the lights do not change. I feel the router is at fault because all speed tests show a fantastic WiFi network. 😄 

[jbrennand]

I was asking as a "test". You can get20/50m runs of Cat5e cable for less than a tenner and then just trail it around the chimney stack and connect it for an hour or two. Then roll it up and put it in your bits drawer.

Its more likely to be down to the poor wifi on VM Hubs and interference or poor channel optimisation

You could try eparating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub3 users get better wifi performance - so its worth trying - but its still no substitute for getting your own better kit 🙂


You wont get a new Hub unless the one you have is proven faulty via a Tech visit - who may then just replace it with a refurbished Hub3

[Ashleigh_C]

Hi there @jonesy253

Thank you so much for your post and welcome to the community forums, its great to have you on the team. Thank you to @jbrennand as well for their help so far here. 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 

Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum.

Thank you.
 

[jonesy253]

Time Priority Description

12/12/2022 17:55:15	notice	LAN login Success;CM-
12/12/2022 00:31:8	critical	No Ranging Response received - T3 time-out;CM-
11/12/2022 09:07:48	notice	LAN login Success;CM-

Time Priority Description

12/12/2022 17:55:15	notice	LAN login Success;CM-
12/12/2022 00:31:8	critical	No Ranging Response received - T3 time-out;CM-
11/12/2022 09:07:48	notice	LAN login Success;CM-
11/12/2022 09:07:30	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-
11/12/2022 03:56:12	critical	No Ranging Response received - T3 time-out;CM-
10/12/2022 15:30:7	notice	LAN login Success;CM-
09/12/2022 21:32:15	critical	No Ranging Response received - T3 time-out;CM-
09/12/2022 10:42:33	Warning!	RCS Partial Service;CM-
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-
06/12/2022 07:33:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-;
05/12/2022 15:12:43	Warning!
05/12/2022 11:03:3	Warning!	RCS Partial Service;CM-
05/12/2022 10:30:46	critical	SYNC Timing Synchronization failure - Loss of Sync;
05/12/2022 10:30:28	Warning!	RCS Partial Service;CM-
05/12/2022 00:28:46	critical	No Ranging Response received - T3 time-out;CM-
04/12/2022 21:26:11	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
02/12/2022 23:27:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
01/12/2022 09:20:47	critical	No Ranging Response received - T3 time-out;CM-
01/12/2022 01:56:50	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	23600196	38.8	5120	32 qam	9
2	30100064	39	5120	64 qam	4
3	43099935	39.5	5120	64 qam	2
4	36600025	39.3	5120	64 qam	3
5	49599927	39.8	5120	64 qam	1

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)	226750000	Locked
Ranged Upstream Channel (Hz)	23600196	Locked
Provisioning State	Online

[Akua_A]

Thank you for your response @jonesy253.

I have had a look into your service and I can see there may be some issues with your hub power levels. To help resolve this I have sent a private message. Please look out for the purple envelope and provide a response when you can.

Thanks, 

[Damage1_1]

I'm not anywhere near as technical as you appear to be but have very similar issues. Could you let us folk know what the outcome was? How was your issue rectified?

Was your issue rectified?

Cheers in advance 

Roger