Hub 5 Router Wi-fi inconsistent and unstable.......Don't take it!

[Bazzab1975]

Hi all and VM,

Posted the below on Friday 21st Oct on an existing thread.  Now starting my own to hopefully get a response from VM

Found this post while searching for answers to why my Hub 5 is so terrible! I'm surprised by some of the responses on here - seems ridiculous to issue a new piece of hardware to the public and not make it clear that the Hub 5 is still in development.

I upgraded to 1gb/Hub 5 only a few weeks ago and the wifi signal has been terrible ever since. As an example, I have Samsung s21 and while sitting only 1.5m from the hub I'm often receiving download speed of just 29mbps............diabolical service and surely in breach of contract. As a comparison, if I connect my laptop via an ethernet cable I'm getting around 850mbps.

When I call VM last week they agreed to send a Intelligent Wi-fi pod which I plugged in last night..........initially I was getting very high wifi speeds on my phone, around 800mbps but today this has dropped back to 30mbps. There seems no logical reason for this especially when you consider that my son had his PS4 connected via wifi last night but today its not connected.

When I was upgrading to 1gb I did ask for a Hub 4 (because I had previously been refused a Hub5), I now, after reading this thread, wished I pressed for a Hub 4.

I currently have an open complaint with VM and await a return call regarding the complaint. I have also have 'engineers' monitoring my line (allegedly) and await a call back later today (allegedly) in an attempt to resolve the problems.

It's ridiculous to suggest I should go and buy a 3rd party router and turn my state of the art Hub 5 into a modem. Absolutely pathetic.

If VM on this forum can please reach out to me before I lose the will to live and ditch Virgin once and for all, that would be great. I look forward to some sound, technological advice from a competent engineer to a CS assistant (as I've had to date).

Update:-

Well, surprise surprise...........the VM engineer didnt phone me last night as promised by the call handler. So, to date:-

1. I'm waiting for a manager to call me regarding my complaint (7days ago.......lost track if I'm honest).

2. I'm waiting on an engineer to call me at 2030 to fault find the poor wifi problem (14hrs ago)

Wifi download speed continues to be as inconsistent as the Tory government.............speed test today shows I can download at 865mbps, which is great and where it should be. So why was I only downloading at 29mbps less than 24hrs ago. Nothing has changed in my home - no additional electronic devices causing interference, no other gadgets downloading................the inconsistency is baffling and, to me, suggests its a fault with the router, but I'm not an expert - hence why I need VM to pull their finger out and contact me.

I know everyone on this topic has issues with their hub but has anyone had similar issues to me?

TIA

[jbrennand]

Lets start from first principles. Can you do a speed test exactly like this so you can see what speed is being delivered from VM into the Hub - i.e. - not out of it over wifi.

And check the links at the bottom
_______________________________________________________________________

Connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ). This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers as Chrome sometimes gives odd results.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.
There are many posts on here (I have a list of ~30!) where QoS software, anti-virus, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets. For examples of why... see message 7 in the first thread and 9 in in the second and 3 in the third

https://community.virginmedia.com/t5/Speed/HUB-5-and-IGB-wifi/td-p/5088163

https://community.virginmedia.com/t5/Networking-and-WiFi/Slow-Ethernet-Speed/m-p/5060946#M484321

https://community.virginmedia.com/t5/Speed/Upgrade-from-M600-to-Gig1-no-speed-change-with-Hub-4/td-p...

[IKbrunel]

Go direct to     https://samknows.com/realspeed/

This link will check direct from your HUB 5  It bypasses computer/ pods/ mesh etc.

Post the results on here 

EG: 

[Bazzab1975]

Hi jbrennand,

Thanks for replying.

The issue isn't related to the connection to my home - I've already checked this.  It's purely related to poor/low/unstable wi-fi.  When I've experienced slow/low download speeds I've connected my laptop directly to the router achieved 800+mbps.

I followed the link to the Samknows Realspeed and copies the results below.  As you can see, wifi speed is reasonably fast today, however, on Friday and previous days, the speed has been as low as 29mbps and static at the speed for considerable periods of time.

I've also started to run a BQM to check the connection to the router over an extended period of time.  I've only just set that up 4hrs ago so its early days but hopefully this will be able to track problems more accurately.

[Paul_DN]

Hi Bazzab1975,

Thank you for reaching out to us in our community and welcome, sorry to see you were facing issues with WIFI, looking at the Real Speed results the right speed is hitting the Router, this points to a device/ WIFI issues, I was able to locate you on our system with the details we have for you and cannot see any issues at all.

Regards

Paul.

[Bazzab1975]

Hi Paul, the WiFi improved significantly and has been great for the last 2 to 3 weeks however, tonight it's back to the same slow slow speeds.  Download speeds have been 20 to 30mbps all night and occasionally prevented Web pages from opening. 

Nothing has changed in my home and no additional devices have logged into my router.

Really frustrating. 

Could you please investigate and advise? 

Thanks 

Very frustrating. 

[Bazzab1975]

Hi, same again today. Pathetic.

25 to 29 mbps. 

I'm struggling to understand how I can drop from 800 sometimes 900 mbps to 28!

Makes no sense

[Bazzab1975]

Today's update......consistently crap! 

26 to 29mbps!

Patiently waiting for someone from VM to reach out to me but nowt!  Very frustrating and can't bear another phone call to listen to a script reader. 

[Natalie_L]

Hi Bazzab1975, 

Thank you for your reply. 

I am very sorry to hear you are still having issues with the service. 

Can you please access your Hub and post you data for the downstream/upstream here?

Also, if you have an active BQM (Broadband Quality Monitor) can you please supply the live link for this? 

Thanks, 

[Bazzab1975]

Hi Natalie,

Today, speed has started to return to normal levels but not as fast as it should be or has been in the past - currently sitting around 480mbps (Wifi).

The BQM can be found here:-

https://www.thinkbroadband.com/broadband/monitoring/quality/share/10c75045b64e1d71c6cbe916c2b1c4cf152ce5b7

Downstream bonded channels

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

1	339000000	2.2	40	QAM 256	26
2	139000000	3.4	41	QAM 256	1
3	147000000	3.3	41	QAM 256	2
4	155000000	3.3	41	QAM 256	3
5	163000000	3.4	41	QAM 256	4
6	171000000	3.5	41	QAM 256	5
7	179000000	3.6	41	QAM 256	6
8	187000000	3.7	41	QAM 256	7
9	195000000	4	41	QAM 256	8
10	203000000	3.9	41	QAM 256	9
11	211000000	4	42	QAM 256	10
12	219000000	4	42	QAM 256	11
13	227000000	3.8	41	QAM 256	12
14	235000000	3.8	42	QAM 256	13
15	243000000	3.7	42	QAM 256	14
16	251000000	3.4	42	QAM 256	15
17	259000000	3.2	42	QAM 256	16
18	267000000	3	42	QAM 256	17
19	275000000	2.8	42	QAM 256	18
20	283000000	2.6	42	QAM 256	19
21	291000000	2.4	41	QAM 256	20
22	299000000	2.3	41	QAM 256	21
23	307000000	2.3	41	QAM 256	22
24	315000000	2.2	41	QAM 256	23
25	323000000	2.2	41	QAM 256	24
26	331000000	2	41	QAM 256	25
27	347000000	2.3	41	QAM 256	27
28	355000000	2.4	42	QAM 256	28
29	363000000	2.5	41	QAM 256	29
30	371000000	2.4	42	QAM 256	30
31	379000000	2.5	42	QAM 256	31

Downstream bonded channels

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

1	Locked	40	3	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	41	1	0
14	Locked	42	1	0
15	Locked	42	2	0
16	Locked	42	1	0
17	Locked	42	2	0
18	Locked	42	1	0
19	Locked	42	2	0
20	Locked	42	1	0
21	Locked	41	3	0
22	Locked	41	1	0
23	Locked	41	1	0
24	Locked	41	3	0
25	Locked	41	3	0
26	Locked	41	1	0
27	Locked	41	3	0
28	Locked	42	3	0
29	Locked	41	4	0
30	Locked	42	3	0
31	Locked	42	1	0

Upstream bonded channels

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

0	60300000	33	5120	QAM 64	6
1	53700000	33	5120	QAM 64	7
2	46200000	33	5120	QAM 64	8
3	39400000	33	5120	QAM 64	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	3	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	2	0

Thanks

Regards

Barry