The Hub 4 WiFi experience has been dreadful. I previously posted “Hub4 1GB intermittent WIFI. Connection unstable. Speeds all over the place” as the service, using WiFi, dropped out, especially when video conferencing (eg zoom/googlemeet…), was inconsistent and unreliable. Re-setting multiple times did not provide a solution. PODS did not improve the speed nor reliability. I decided to connect directly with an ethernet cable. I have done this with 2 different PC’s both running W10 from different manufacturers and with all drivers up to date. I have used 3 different ethernet cables (2 x Cat 6 and 1 x Cat 7) and connected each, in turn, to Port 4 and removed all other ethernet connections from the hub and disconnected WiFi. And tested on couple of different browsers. The speed tests were not all to the same target as the servers used are found automatically. The results are below using Ookla and Virgin approved ‘SamKnows .
ISSUE 1: Speeds into Hub INCONSISTENT & TOO OFTEN BELOW VIRGIN THRESHOLD or ZERO
Speed into the Hub 4 varies and is often sub 500 Mbps or gives an error message that the router could not be found. SamKnows speeds into the Hub ranged from a low of 387 to a high of 926Mbps over the last few days. This fluctuating speed is not new. On 16/8 the speed ranged from a low of 253 to a high of 1029 Mbps.
On 13/09 morning I re-set the hub given this is a typical request. Removed all ethernet cables. Turned off and removed power cable. Waited roughly 10 minutes before reconnecting. Disconnected WiFi. Added ethernet cable. Here’s what happened. Speed into the Hub ranged from an error message to 999 Mbps and through 203 to 335 Mbps….
What is happening so that the speeds are so consistently below 1 Gbps or even 500Mbps or that the router is not recognised?
f I put Virgin Hub 4 into modem mode and get a WiFi 6 router with ports that are 1Gbps or higher (as i know I have a WiFi issue and a PC with WiFi 6 drivers) will that solve things or is there an underlying issue that requires fixing first?
ISSUE 2: Speeds out of the Hub TOO SLOW Using Ethernet Cables
Between 10 and 12/09 SamKnows speeds to my PC were between a low of 178 to a high of 292 Mbps (except when not recognizing the router when it was zero) and has shown consistently low speeds out to our devices. Ookla was between a low of 112 to a high of 384 Mpbs with uploads between 35 to 47Mbps. This is using ethernet cables.
After re-setting hub on 13/09 and using an ethernet cable SamKnows speeds were 283 to 346 Mbps and Ookla was 130 to 341 Mbps on one pc and 953Mbps once before further test results at 441 and 481 Mbps on the other pc.
This proves high speeds are possible but are simply not happening. None of the speeds get anywhere near 1Gbps service on a consistent basis.
Note: I do not know if the service drops, especially on zoom, if I used an ethernet cable instead of WiFi, but that solution would be 100% impractical as the hub/router is in the wrong place for working tethered to a cable. I also do not know if the drop outs and buffering occur on all devices at once as they are not all in use at once.
What stops my service from delivering +900Mbps through a tethered cable?
What is needed to make sure the hub is doing what it should do?
I shall update the issues with WiFi and can share the BQM and router logs on my first post.
PreRS errors are fine - It is the PostRS and 'Uncorrecteds' for the 3.1 channel that are more concerning! ] T3s are pretty normal - if a handful between reboots - it is if they start climbing rapidly there is a problem!
I can only see the current BQM - to show others you can get the 'direct link' of the one you want to share and paste it up on here.
The only thing that really stands out to my eye is the pretty high power level on the 3.1 channel -now this may be fine. Others with much more experience would be better placed to comment / rule out!
A few people have their BQM live graph in their signature for quick access which is handy
Thanks for coming back to us here and apologies to hear that things haven't improved at all.
Taking a look at the Hub itself, things aren't looking to bad. There are a few downstream channels that the levels are a little too high but there are borderline. Before we can continue to with diagnostics, these need to be adjusted so they are at an optimal level.
We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
I have sent you my details via PM and look forward to another engineer visit.
I would like some clarity on what is going on. My reply is quite long and will cover several pages.
Here’s some context
I took the Hub 4 with 1 Gbps when Virgin promised me the speeds would be va-va-voom and everything would work seamlessly. It doesn’t. I have spent too many hours reading through these fora when I should be doing other things like building my business or relaxing with my family. The first engineer replaced some connections, said everything was fine, split the WiFi into 2.4 and 5 GHz. Perhaps the title to this post should have read “Less Va-Va-Voom and More Slo-Slo-Slow”.
Virgin has not fixed known Hub 4 flaws. There is an .ax vs .ac compatibility issue (also known as WiFi 6 vs WiFi 5) especially if your computer, like mine, has Intel Killer AX WiFi drivers. Virgin is unwilling to acknowledge the issue even though it has been written about on multiple forums including Virgin, other PC OEMs as well as Intel. The Hub 4 modem/router provided is not fit for purpose; the PODS do not improve WiFi and, after multiple resets, it comes down to Virgin being unable or unwilling to guarantee a WiFi speed or even a WiFi connection even when your device is within a meter of the Hub 4. I now understand, but find it hard to accept, that I need to spend more cash on a tri-band WiFi 6 given the design flaws of the Virgin Hub 4 but before I put the Hub 4 into modem mode I need to make sure it is working properly
Speeds into the Hub consistently falling below the minimum speed guarantee
Speeds out of the Hub over an ethernet connection nowhere near the 1G
Uncorrectables increasing each day on the 3.1 downstream
I am now going to post and share each topic so we can hopefully resolve everything in one go and before I spend more of my money on Netgear or similar.