11-10-2022 08:49 - edited 11-10-2022 09:37
Hi, I am experiencing high packet loss on my connection but only when the Hub 3 router is in modem mode.
I'm completely unable to play any Xbox games online as they are too laggy.
Additionally, I work from home and my colleagues and customers say that my zoom calls are choppy and that they can't always hear me.
Here is my BQM that I set up yesterday, but these issues have been ongoing for 3 days now (the connection has been fine for over a month).
I have called up and messaged on the live chat and they just keep resetting my router remotely and it doesn't seem to work.
I am using the Hub 3 in modem mode with an Orbi mesh router. This setup has worked fine for more than a month, and only started having issues a few days ago with no changes made, which makes me believe it's not to do with the Orbi router. Additionally I connected a laptop via an ethernet cable directly to the Virgin Hub 3 and had the same high (10-20%) packet loss when I ran a ping test.
With the Hub 3 in router mode the connection seems to be perfectly fine, even when connecting via the Orbi still. When in modem mode the Hub 3 shows a red led status light.
What's the best way to get this fixed?
Thanks
Thomas
11-10-2022 12:32 - edited 11-10-2022 12:36
Might be a routing issue then based on the WAN IP you get either that or a bug in modem mode by firmware but that seems unlikely.
...or a change in docsis channels...
Have you tested with a PC to the hub in modem mode?
on 11-10-2022 12:59
Yes. PC to hub via ethernet in modem mode has the same problem.
Does this point to a problem with the hub?
Thanks for replying
on 11-10-2022 13:25
Looks like a local network problem to me.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.
on 11-10-2022 13:46
Hi Tudor, thanks for replying.
No local issues apparently although the Virgin Media rep tells me that "einstein has found issues with my connection (specifically) that will be solved within 24 hours" - but they've told me this twice over the last 3 days.
Additionally, it's strange that the connection works perfectly fine in router mode but not in modem mode.
on 11-10-2022 20:35
@tclayson wrote:Additionally, it's strange that the connection works perfectly fine in router mode but not in modem mode.
Yes thats the bit I don't get...do you get the same Docsis channel down/up?
on 13-10-2022 20:48
Hi Tclayson,
Thank you for your post and I am sorry you have been having some issues.
I have taken a look at our systems and can see there are some power issues that require a tech.
I will get this booked in for you via PM, keep an eye out for the purple envelope 🙂
Zoie