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Hub 3 Not working with my Routers anymore

swampy46
On our wavelength

Hi a couple of weeks ago my internet went off

since it cam back on my router keeps losing interent from the hub now

the only way I can get the internet back on is if i switch  the hub in normal mode .(not using my 3rd party router)

Sometimes the router will work sometimes it wont't

I purchased 2 new routers as I thought It was my linky ea9500 dieing but it's happerning to both new routers also

They will work sometimes but eventually they go off line ..only way to get internet back is hub normal mode now

Then I can;t connect my security cameras

When I phoned virgin last week they monitored my connection and sent me a text saying everything looks good but last night the problem came back .. So today I had to put hub into normal mode again !

21 REPLIES 21

swampy46
On our wavelength

spoke to phoned support and they are still monitoring

I'm using the hub3 on it's own for now for wifi and lan  , disconnected my router  but now I can't access my security cameras and door bell now

I have 3 routers to test play with a linkys ea9500 , netgear xr500 , edgerouter x

when i use any of these routers the connection goes offline after a few hours ...never used to

also when the internet goes off the hub3 still has the red solid light on ... but it has no internet

the hub3 is not rebooting when it goes offline like it used too ,... it says solid red

😞

VMUser1812
Fibre optic

OK, well the red light is a sign of overheating, now it probably isn’t actually overheating but more a symptom of failing components in the hub, so don’t panic! But this in itself should be sufficient grounds for VM to immediately offer to replace the hub (hint to the forum team here), on the grounds that it it were to dangerously overheat in the future, then how would you know?

So either the hub is overheating, and needs to be replaced as a danger to the user, or it isn’t and some components are beginning to fail. And if, say the heat sensor was failing, then maybe the Ethernet port components are as well, no?

It does make sense; if the switch part of the hub were to be failing, when you have your own router attached and the Ethernet ports decide to have a lay down, then that disconnects your router and the WiFi provision from it.

Basically the hub just needs to be replaced!

swampy46
On our wavelength

thanks for replying VMUser1812

I will ask virgin tomorrow for a new hub , ringing me back after 12

I have noticed the hub is very hot seems to be hotter than usual like you can't reall hold your hand on it for too long

Hi swampy46,

I'm sorry for our delayed response and to hear you've been having some trouble with your Hub.

I can see that you have been able to speak with our team and arrange an engineer visit which is great. Do let us know how the visit goes and if you need anything else from here.

Enjoy the rest of your Sunday 😊

Beth

swampy46
On our wavelength

Hi

Virgin came on Monday morning  and replaced my old hub for a new one and all is working great now

Thank you Beth and VMUser1812

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi swampy46, 

Thank you for taking the time to update the thread and let us know the issue is now resolved. 

Please do reach out if we can assist with anything in the future. 

Have a great weekend. 

 

Nat

swampy46
On our wavelength

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289aabd68-27-05-2023

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd399e4a8d0a77831a59e919fbba98d289aabd68-27-05-2023]My Broadband Ping[/url]

 It's still very bad

I'm getting buffering watching videos and gaming is really bad, I can't game anymore it's not enjoyable 😞 

I've had this for a long time now

swampy46
On our wavelength

I've just noticed one of the Modulations has changed to 32 QAM , is that bad?

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

13010000041.5205995120 KSym/sec64QAM4
23660000041.5205995120 KSym/sec64QAM3
34310000041.0205995120 KSym/sec64QAM2
42360000041.5205995120 KSym/sec32QAM9
54960000040.7705995120 KSym/sec64QAM1

swampy46
On our wavelength

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

11390000005.30000338.605377QAM2561
21470000005.40000238.605377QAM2562
31550000005.50000038.983261QAM2563
41630000005.30000338.983261QAM2564
51710000005.19999738.983261QAM2565
61790000005.19999738.605377QAM2566
71870000005.50000038.983261QAM2567
81950000005.40000238.983261QAM2568
92030000005.59999838.983261QAM2569
102110000005.59999838.605377QAM25610
112190000005.80000338.983261QAM25611
122270000005.90000238.983261QAM25612
132350000005.90000238.605377QAM25613
142430000005.90000238.983261QAM25614
152510000006.00000038.605377QAM25615
162590000006.00000038.983261QAM25616
172670000006.09999838.605377QAM25617
182750000006.50000038.605377QAM25618
192830000006.69999738.605377QAM25619
202910000006.50000038.605377QAM25620
212990000006.09999838.983261QAM25621
223070000005.59999838.983261QAM25622
233150000005.30000338.983261QAM25623
243230000005.80000338.983261QAM25624
253310000006.30000338.605377QAM25625
263390000007.00000038.983261QAM25626
273470000007.40000238.983261QAM25627
283550000007.59999838.983261QAM25628
293630000008.00000038.983261QAM25629
303710000008.30000338.983261QAM25630
313790000008.50000038.983261QAM25631



3.0 Downstream channels

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

1Locked38.60537700
2Locked38.60537700
3Locked38.98326100
4Locked38.98326100
5Locked38.98326100
6Locked38.60537700
7Locked38.98326100
8Locked38.98326100
9Locked38.98326100
10Locked38.60537700
11Locked38.98326100
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.60537700
16Locked38.98326100
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked38.60537700
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.98326100
25Locked38.60537700
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1840QAM4096392


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked419.413867030336

I've seen worse. Downstream channel 33 is struggling and an upstream channel is at 32 qam as you say. A bit of latency on the BQM in the afternoon too. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).