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Hub 3.0, yellow light and slow speeds

Hi, my Hub 3.0 is showing a yellow light and I am getting very slow speeds. We pay for the 200mbs package and on average over the past few days I am getting around 10mbs. I am trying to work from my works VPN but this keeps disconnecting due to the connection issues. I have ran the network outage check and it says there are no issues in the area. I have turned the router on and off, reset it and still no joy. I have scoured the Virgin Media website and no phone numbers are to be found to call for help... Can any one please help? 

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Re: Hub 3.0, yellow light and slow speeds

Hello

Due to the current situation there is a text message only service is available via: 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you. You can also call in on 150 or 0345 454 1111 best times to call are first thing in the morning, use the option "Thinking of leaving", but again wait times my be long, or alternatively wait for a VM forum staff member picks up the post may take a few days.

https://community.virginmedia.com/t5/Digital-life/When-and-how-to-use-our-messaging-service/ba-p/425...

Regards Mike

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Message 3 of 16
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Re: Hub 3.0, yellow light and slow speeds

Hi Jacob130195,

Thanks for using the forums to get this issue with your connection looked into, I am sorry you've not found any help via the other methods of contact! The first thing I need to do is ask you a few questions - 

  • Does the HUB disconnect at all or is it just mainly slow speeds that you're experiencing?
  • Can you reboot the HUB at the back of the box (not the mains) and then do a speed test on a wired device please? Let me know the result.
  • After this, could you also set up a BMQ test over the next 24 hours so we can see what your connection is doing 

Thanks so much, I'm looking forward to helping you further!

Megan_L

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Re: Hub 3.0, yellow light and slow speeds

Hello Megan, 

I don't think my devices actually disconnect from the router, but sometimes the internet does stop and I can't load any page. On my works laptop, we work on a VPN and this quite frequently disconnects which means I am unable to do most of my work until it connects again. Problems started arising last Tuesday I think it was. 

I have tried rebooting and resetting the router a couple of times and this has not had any effect. 

How would I go about setting up a BMQ test please? 

 

Jacob. 

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Message 5 of 16
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Re: Hub 3.0, yellow light and slow speeds

How would I go about setting up a BMQ test please? 

Follow this link. Megan's link was correct except a colon was missing after "https".

 

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Re: Hub 3.0, yellow light and slow speeds

Brilliant, thank you! 

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Re: Hub 3.0, yellow light and slow speeds

And this may be of interest.

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Message 8 of 16
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Re: Hub 3.0, yellow light and slow speeds

Here is the info from the Check Router Status if it is of use.

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11390000000.438256 qam1
21470000002.238256 qam2
31550000001.738256 qam3
4163000000-0.238256 qam4
5171000000-1.238256 qam5
6179000000-1.438256 qam6
7187000000-0.438256 qam7
81950000000.738256 qam8
92030000000.538256 qam9
10211000000-138256 qam10
11219000000-238256 qam11
12227000000-2.538256 qam12
13235000000-2.238256 qam13
14243000000-1.438256 qam14
15251000000-140256 qam15
16259000000-1.738256 qam16
17267000000-338256 qam17
18275000000-3.738256 qam18
19283000000-3.438256 qam19
20291000000-2.738256 qam20
21299000000-1.738256 qam21
22307000000-238256 qam22
23315000000-2.538256 qam23
24323000000-3.238256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.9817672611316415
2Locked38.6137812843111648
3Locked38.91075300313664153
4Locked38.6982275716694672
5Locked38.912427637247968
6Locked38.61318156018568943
7Locked38.92361620314026994
8Locked38.6142279033587112
9Locked38.910310409167290
10Locked38.9475355230
11Locked38.6538061466
12Locked38.925819915327
13Locked38.929627501207
14Locked38.9726602423
15Locked40.9340202299
16Locked38.996470551
17Locked38.95660892691
18Locked38.92384649621
19Locked38.9852796019
20Locked38.91035691201
21Locked38.656899041165
22Locked38.9462943620
23Locked38.9120219
24Locked38.9614438

 

Upstream

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

1602999805.1512064 qam6
2537001075.1512064 qam7
3394005965.1512064 qam9
4462000775.1512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Hub 3.0, yellow light and slow speeds

Time

Priority

Desc

13/07/2020 09:57:3

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:56:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:56:44

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:55:41

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:54:47

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:54:46

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:54:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:53:45

Warning

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:53:38

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:53:37

 

Warning

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:53:26

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:53:23

Warning

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:52:50

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:52:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:49:27

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:49:9

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:48:58

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:47:40

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:45:12

 

Warning

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2020 09:44:32

 

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 10 of 16
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Re: Hub 3.0, yellow light and slow speeds

Was that before or after you rebooted the router? as that seems quite poor. 

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