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Nuttymonkey
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Hub 3 fault - errors, DB levels

Channel Locked Status Rx MER (dB) Pre RS Errors Post RS Errors

1Locked38.6247660066578612
2Locked38.62986161581024287
3Locked38.6249342369172680
4Locked38.91225672931194
5Locked40.315689979259
6Locked38.92442706182
7Locked40.317243375152
8Locked38.933122228138
9Locked38.9994376619
10Locked38.937023887
11Locked40.3545175
12Locked40.33906112
13Locked38.918555102
14Locked40.379020141
15Locked38.9296493154
16Locked38.9352911110
17Locked40.312999292
18Locked40.95130116
19Locked40.95146110
20Locked40.35085188
21Locked40.35314155
22Locked40.34439191
23Locked40.342861806
24Locked40.33741146

 

I have argued till I am blue in the face with Virgin technical that my router has an issue.

The errors are bad, earlier channels 1-4 db levers were 30-31db.

When I touch the coax cable connector to the back of the hub, the levers return to 38-40db.

Clearly an issue with the hub connector but virgin refuse to replace it, even though they can see the errors.

They said I can get a replacement hub for £99, which is outrageous as "They own the equipment", and their terms clearly state "Free repairs and maintenance", obviously not the case.

They also advise me to purchaser a new cable, "At my expense" to see if that helped.

Can you advise or help, as this situation is rediculuous.

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Tudor
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Alessandro Volta
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Re: Hub 3 fault - errors, DB levels

1) Turn off hub

2) phone VM and say your internet is not working.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
Molly_G
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Re: Hub 3 fault - errors, DB levels

Hi @Nuttymonkey,

 

Many thanks for your post and sorry to hear of the issues you've been having with connection fault at the back of your hub. I've ran some checks and can also see that the upstream levels aren't looking great for your service either.

 

I've gone ahead and booked a tech visit for you to look into this and fix/replace the equipment. I requested the earliest slot available and you should be able to view this in your My VM Account . You can change it this way too if needed.

 

Please keep us posted on how the visit goes 🙂

Molly_G
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Nuttymonkey
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Re: Hub 3 fault - errors, DB levels

Many thanks Molly_G

I've been battling for weeks now with Technical support over the phone and getting absolutely nowhere, apart from being told there is no fault, even though the stats show otherwise.

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Molly_G
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Re: Hub 3 fault - errors, DB levels

Hi @Nuttymonkey,

 

Sorry to hear of the trouble you've been through to get this looked at, the issue does sound very frustrating. Hopefully this is resolved ASAP following the tech visit, let us know the outcome! 

Molly_G
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Nuttymonkey
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Re: Hub 3 fault - errors, DB levels

Hi Molly_G

The tech/engineer visit today, replaced my modem, checked cables, connections, cabinet, renewed connection to the router.

Power levels are now completely different, much higher, broadband is working great, download 558 and upload 38.

Shame it had to take a message through the community to get a tech visit, but so far everything is hunky dory.

Thanks

 

lotharmat
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Re: Hub 3 fault - errors, DB levels

Glad it is working!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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David_Bn
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Re: Hub 3 fault - errors, DB levels

Thanks for the update Nuttymonkey, and thanks to @Molly_G for having the engineer sent out to resolve the connection issue

 

Pleased to see all is now well, and if you have any further issues, you're more than welcome to come back to us for further assistance

 

Kindest regards,

 

David_Bn