Hub 4 not working correctly

[Moggy2]

Hi,

Hub 4 1Gig fibre. Had a week and still not working on wired connection. WiFi is not great around house and nowhere close to speed promised, not even 50% standing next to it using different devices. But it's the wired connection thats the main problem. Followed instructions on website. Wait 24hrs as service updated. No good. Called tech support. Went through the motions , have you down powered and reset etc. Then he said all good will be ok in 24hrs. 4 days still no good. Not very happy!! Suppose I will have to give up my valuable time again and get on the phone tomoz.... Sorry to moan but just thought I would mention that I'm another customer having hub 4 problems!!

P.s Hub was dirty with scratch on front when arrived (didn't look new). Mentioned to tech support. Dismissed...

[Kath_F]

Hi Moggy2, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

As the engineer visit is open, it won't allow me to order the second WiFi pod for you yet. Once this has closed I will go in and arrange for the Pod to be sent for you 🙂 

Lets us know how the appointment goes. 

Take care.

[Moggy2]

Hi Kath, 

Thanks for sorting everything out. Hopefully it will finally get sorted!

I have logged in to my VM but nothing is showing in my orders so I don't know when the engineer visit is. 

Regards Marc. 

[Mel36]

Hi, I'm glad I see activity from the virgin media team for you, apparently it was the amps in the cabinet they have been replaced I'm still not getting the promised speeds, even plugging in directly is actually lower. I'm happy it working and not cutting off during my working day think I'm at the stage you where at and will settle for the speed I'm getting. 

I was asked to download sam knows for speed test. That gives me consistent reading for 400.  

Molly dig through your emails look at your contract read that section that says Guaranteed download speed and cancellation virgin must provide us with 50% of the promised speed meaning 500 mbps. When we submit a complaint they have 30days to resolve the issue.

If they do not fix it and we get speeds below 500mbps for 3 days in a row we can leave no charges apply. 

[Kath_F]

Hi Moggy2, 

Thanks for coming back to me on this one. 

I'm sorry to hear nothing was showing within My VM yet. It can take a few hours to show up. 

How did the engineer visit go? Are things resolved for you or are you still having an issue? 

Let me know. 

Thanks, 

[Moggy2]

Hi Kath,

Not sorted just yet. Apparently the problem is at the junction box at the end of the street, I wasn't in for the visit but my wife said that another engineer was being arranged to rectify this as it couldn't be sorted during the visit. So will wait and see!  I havent seen an engineers report so i cant give you anymore information  sorry. Not overly confident though, sorry to seem negative but we're many months in and still waiting for the original problem to be sorted. 

Regards Marc. 

[Steven_L]

Thanks for coming back to us @Moggy2 with your update.

Have you seen any signs of the engineers visiting your closest street cabinet, since you last posted or any improvements to your service?

Regards,

Steven_L

[Moggy2]

Hi Steven,

I couldn't tell you if an engineer has been out to the street cabinet, sorry. And I haven't noticed any changes to the speeds at the moment.  I will do a speed test and try to download something on the wired connections, both Laptop and Xbox. If there is any improvement I will let you know.

Is there any way of checking the street cabinet repair from your end?

Regards Marc. 

[Zoie_P]

Hi Moggy2,

I am sorry to hear there is no improvement, we cannot check cabinet works from here, what speeds are you getting now? 

Zoie

[bairey]

I am having very similar issues and have to reboot the hub 2 or 3 times a day.

3.0 Downstream channels

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

25	331000000	2.7	38.6	QAM256	25
6	179000000	5.1	40.4	QAM256	6
7	187000000	5.3	40.4	QAM256	7
8	195000000	5	40.4	QAM256	8
9	203000000	5	39	QAM256	9
10	211000000	4.7	39	QAM256	10
11	219000000	4.4	39	QAM256	11
12	227000000	4.5	39	QAM256	12
13	235000000	4.1	39	QAM256	13
14	243000000	4.2	39	QAM256	14
15	251000000	4.3	38.6	QAM256	15
16	259000000	3.9	39	QAM256	16
17	267000000	4.1	39	QAM256	17
18	275000000	3.8	39	QAM256	18
19	283000000	3.2	39	QAM256	19
20	291000000	3.6	40.9	QAM256	20
21	299000000	3.3	38.6	QAM256	21
22	307000000	2.9	38.6	QAM256	22
23	315000000	3.2	38.6	QAM256	23
24	323000000	2.7	38.6	QAM256	24
26	339000000	2.8	38.6	QAM256	26
27	347000000	2.6	39	QAM256	27
28	355000000	2.7	38.6	QAM256	28
29	363000000	2.7	39	QAM256	29
30	371000000	2.5	39	QAM256	30
31	379000000	2.6	39	QAM256	31
32	387000000	2.3	38.6	QAM256	32
33	395000000	2.3	38.6	QAM256	33
34	403000000	2.4	39	QAM256	34
35	411000000	2.5	39	QAM256	35
36	419000000	2.4	38.6	QAM256	36

3.0 Downstream channels

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

25	Locked	38.605377	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.946209	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.605377	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0

3.1 Downstream channels

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

159

96

4K

1880

QAM1024

759

3.1 Downstream channels

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

159

Locked

39

-2.6

30559581

46

Refresh data

[Moggy2]

Hi Zoie,

Sorry for very late reply. Like before I am getting very fed up and stressed with the whole situation so I haven't given it much thought. At my last check I was still not breaking into the 500mb range and it has been as low as 70mb. So I guess they haven't sorted the cabinet out yet!

And I still struggle to get WiFi in my front room which your colleague said would be solved with an extra pod as my single pod isn't managing to function effectively . I still haven't recieved that.

So all in all not great ...

Regards Marc.