Hub 4 WiFi issues

[Raine1]

Our WiFi was ok until recently (not that fast but rarely disconnected)

You sent us a new Hub 4 (we didn’t ask for it)

Now the WiFi signal fails around 2-3 times every day. Annoying when we are working from home and on a Zoom meetings etc 

This needs a proper resolution and yes we have of course tried rebooting the router - we are doing this at least twice a day. Very frustrating because rather than making anything better our speed seems the same but the connection is worse

i have gone through the automated system. I would like a human being to sort this out properly please 

[Raine1]

Hi Paul

As I explained above, the BQM HAS already been running for 72 hours - I posted the link above and I can see that data from Thursday until right now

I posted the speed test data [4 tests within one hour] above taken through thinkbroadband on wifi

I can plug a laptop into the router I guess and Google to find out how to get it into modem mode but the speed is not the issue. It is the dropping out that is the issue

I will set that speed test going now though through Samknows with a high spec gaming laptop hard wired and will leave it running - for how long?

[Paul_DN]

I would advised to run 3 to 4 tests at different time so we can get a better idea,

Regards

Paul.

[Raine1]

Just as an update - in case it helps anyone else with the same issues - we did a factory reset of the Hub 4 box and fingers crossed that seems to have sorted the issues

Thanks for your help all

[Tany786]

I've had the same issues with my new 4.0 hub.  I have tried everything that you have done but to no avail. 

I can't talk to no one on Virgin Media as their telephone / online help does not fix my issue and there is no route to actually speak to a human !!

This is this the link to Think Broadband Speed test result: 

https://www.thinkbroadband.com/speedtest/1600533896575499655

Direct button link

https://www.thinkbroadband.com/_assets/speedtest/button/1600533896575499655.png

HTML graph button with link to full results

<a href="https://www.thinkbroadband.com/speedtest/1600533896575499655"><img alt="My Broadband Speed Test" src="https://www.thinkbroadband.com/_assets/speedtest/button/1600533896575499655.png" /></a>

Other useful info: 

Network LogTime Priority Description

Thu 01/01/1970 00:01:25	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 18/09/2020 15:38:58	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 18/09/2020 15:39:01	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Can someone please HELP ?

[Emma_C]

Hi Tany786, 

Thanks for your post and welcome to our community. 

Really sorry you've been having some issues with the services, this isn't good. 

I'd also like to apologise for the delay in getting back in touch, we have been busier than normal. 

I've had a little look into the back end of things and can see that an engineer should have attended yesterday, can you advise how the visit went?

[Tany786]

Hi Emma

Thanks for making contact.......yes, the engineer visited on Wednesday....He made some changes to the WiFi network (he split the 2.4G & 5G on separate channels), some devices (mobile phones) were tested for stable WiFi connection, this seemed to have worked at the time, but since yesterday I have been having the same problems as before.  I have not made any changes for this to happen. Engineer also checked the connection and found no issues.  Wired internet connection (using ether cable) has no issues,it appears that the WiFi is at fault somewhere.

My Hub 3 worked like a dream, I have only switched to hub 4 approx 2 weeks ago and my nightmare has begun with having unstable WiFi on a consistent basis.  Some issues experienced: constant buffering when watching videos on YouTube , dropped calls / connections on mobile phones when using Whats app, losing Wifi connection for short times (ie 1-2 mins) when using any app that requires internet connection.

Having looked at the  Virgin Media forum, a lot of people seem to be having the same issue as me, could there be an issue with the device itself?

Please advise.  Thanks

[Raymoon90]

Upgraded to the hub 4 just a couple of weeks ago, even paid £35 for the courtesy after the sales pitch told me how much better the wifi particularly would be than my hub 3 (on 100mb line).

As everyone in this thread has mentioned, there is constant drops in connection, the WiFi signal for me remains the same but the signal completely goes until restarting. It’s generally during gaming it is noticed...

I had an engineer visit who changed the first hub and checked all my lines, all is good, via Ethernet I get the super fast 1gb, but via WiFi all I have is a ridiculously unstable connection - constant buffering through Netflix where I had no issues before. The engineer recommended the WiFi boosters which I got and Installed tonight, the exact same problem persisted even with a full signal and 300mbps download it cut off whenever it wants.

Really wish I could Downgrade to my V3 box, most people don’t have good things to say about it but it was far better than the v4.

[Kevc2]

Same here, never asked for hub 4 and now its installed my wifi is appalling.

Ring doorbell and network printer reporting poor wifi - they were both fine with hub 3

Also making working from home a nightmare now as losing zoom connections.

Wish i’d said no when offered hub 4.

kev

[Tany786]

Yeah I know what you are going through.......I managed to persuade them to put me back on the hub 3 and pesto,everything is now working back to normal !

The hub 4 is fairly new at the moment and has many bugs which need to be ironed out...I think our issue is really common and  requires a firmware update...not sure when Virgin will have the fix in place.  I will certainly be waiting at least another 6-8 months before I move back onto the hub 4.

You can try your luck with moving back to hub 3 but I must warn you that Virgin don't like down grading once you have moved up.  Request an engineer visit and see if he/she can have you moved back onto hub 3 ?  

Good luck !!

[legacy1]

If you don't like the wifi on hub 4 just get your own wireless router with 1Gb ports and put the hub in modem mode.