HUB 4 Not Working Correctly

[Graham661]

Hi,

 My HUB 4 keeps falling over and stops completely all up or downloading.  This happens about every day or two and it's getting very annoying.  Even when it's working I get nowhere near the minimum guaranteed speed for my 1G Volt service I am paying for. A typical speed is shown below but occasionally on a good day it will get up to 400mb download and 48mb upload.  I work from home and took this service to fulfil my heavy usage needs and it's proving very disappointing. Testing the service coming into my house its shows 1.1Gb arriving at the property so I can only assume this is a hub 4 issue.  I have two pods which have improved the distribution in the house but the speed and reliability is poor in terms of thats being delivered by the hub. Can anyone help as I believe I need an engineers visit to check the Hub.

 

 

[Client62 · Accepted solution]

If your HUB 4 is in Router mode run the speed test from the link below
to show the speed to the Hub ( should reflect the 1Gb/s subscription )
vs the speed to the device.   

https://www.samknows.com/realspeed/

If the speed to the Hub is good, don't assume the Hub limits the speed to a computer.
Computers very often perform poorly due to being bogged down by
complex security packages / ad blockers / social media etc.

A Windows computer booted in Safe Mode + Networking will often post a vastly improved speed test.

[Graham661]

Thanks for your advice.  I have run Sam Knows from all of my 3 Apple devices and also from different parts of the house and there is definitely 1GB+ to the router but form the router varies wildly on each device used to measure.  The hub 4 seems to speed up and slow down delivery to my devices and also has now started dropping connections to my two PODS. It also stops completely at times and when that happen the download measures 4-6mbps! If I shut everything down for ten minutes and then power back up the speed to the devices is much improved for a time before it then starts dropping off to way below the guaranteed minimum on the contract. This Morning I can just about get 289mbps on any device.  The Hub 4 is in a clear area away from other devices so I can only assume this massive inconsistency and stopping/disconnects is a Hub issue.  

I would appreciate any support the forum can offer.

[Client62]

In a clear line of sight to the VM Hub one would expect the faster 5Ghz WiFi connection method to operate.

If your property has solid internal walls or concrete floors between the Hub and the device, the faster 5Ghz signal strength can drop off very quickly and then the more robust but slower 2.4Ghz signal is then used to maintain a signal at longer range.

[Tom_W1]

Hi @Graham671 thanks for your post although I'm sorry to hear of your concerns raised.

There aren't any issues on the line I can see that would be causing this, but how are things on a wired connection for you via ethernet, can you try a speed test this way and let us know how you get on?

Many thanks

[legacy1]

If by wire you get high download latency without hitting any where near your download speed it is VM end rate limiting you between other modems for fair bandwidth.

[Graham661]

Hi Tom,

I've run the tests one after the other this morning and the results are attached. Great result on direct connection but Wi-Fi still pretty disappointing. Wi Fi test was run with my MacBook Pro about a metre away from the Hub 4. Test on Wi-FiTest on Ethernet Direct

[John_GS]

Thanks for coming back to the thread and confirming the tests ran, Graham661

Can you confirm, do you split the WiFi bandwidths so you can see the 2.4G and the 5G? If not don't worry, I'm just making sure they're not as the Pods need the combined SSID's. 

As from the screenshot it appears to be a WiFi speed issue, please can you use the Connect App - https://www.virginmedia.com/broadband/connect-app do a wireless scan in the property which should help here.

Best wishes,

[Graham661]

Hi John,

I certainly have not split the bandwidths myself as I wouldn’t know how. Is there any way I can check?  

Both my partner and I have also noticed we keep getting interference on our mobile calls whilst in the house and quite often the calls drop completely.  We both have new IPhone Max Pro 13 models with a strong local 4G or 5G signal and we don’t get the issue if we go outside the house.  Not sure if this is connected to what’s going on with the router and pods?  We have wi-fi calling switched on and the Virgin Media hotspot facility downloaded.

I have done a scan using the Connect App but will go again.  What am I looking for with this test?

Best wishes,

Graham

[Matthew_ML]

Thank you for coming back to me, it will also show on the connect app if you spilt the networks.

Doing a scan with the connect app will tell you if there is anything you can do improve the connection for example if a pod was needed or this device will be better on a different frequency. 

Did the test come back with anything at all? Thanks