New Hub 4 keeps disconnecting

[declan_hoare_nt]

Just received new Hub 4 about a week ago. It is appallingly problematic. Since being fitted it has consistently dropped out on both wi-fi and on cabled connections. All devices connecting to the Hub 4 have had loads of problems - mobiles, desktop PC (ethernet connected), laptops (wi-fi connected), TV connected though powerline devices, virgin TV online app services e.g. BBC iPlayer, YouTube, netflix, amazon prime etc. and PlayStation.

Held for ages trying to get through by phone so thought I would try here. From other people having problems I assume you need BQM and router logs - see below

My BQM  - Ignore the 100% packet loss, this was where we have had the router turned off to reduce its temperature. By the way its no better after its been off overnight - starts dropping out immediately.

Interestingly the router became unresponsive a number of times when trying to login and download the logs.

Downstream

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

25	331000000	-5.000000	38.983261	QAM256	25
13	235000000	-3.700001	40.366287	QAM256	13
14	243000000	-3.700001	40.366287	QAM256	14
15	251000000	-3.700001	40.366287	QAM256	15
16	259000000	-3.400002	40.366287	QAM256	16
17	267000000	-3.299999	40.366287	QAM256	17
18	275000000	-3.500000	40.366287	QAM256	18
19	283000000	-4.000000	40.366287	QAM256	19
20	291000000	-4.200001	40.366287	QAM256	20
21	299000000	-4.200001	38.983261	QAM256	21
22	307000000	-4.299999	40.366287	QAM256	22
23	315000000	-4.500000	38.983261	QAM256	23
24	323000000	-4.799999	38.605377	QAM256	24
26	339000000	-4.799999	38.983261	QAM256	26
27	347000000	-5.000000	38.983261	QAM256	27
28	355000000	-5.500000	38.983261	QAM256	28
29	363000000	-6.099998	38.605377	QAM256	29
30	371000000	-6.599998	38.983261	QAM256	30
31	379000000	-6.799999	38.605377	QAM256	31
32	387000000	-6.799999	38.605377	QAM256	32
33	395000000	-6.900002	38.605377	QAM256	33
34	403000000	-6.799999	38.605377	QAM256	34
35	411000000	-6.599998	38.605377	QAM256	35
36	419000000	-6.700001	38.605377	QAM256	36

3.0 Downstream channels

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

25	Locked	38.983261	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0
32	Locked	38.605377	0	0
33	Locked	38.605377	0	0
34	Locked	38.605377	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0

[declan_hoare_nt]

Now I'm getting

Your connection was interrupted

A network change was detected.

ERR_NETWORK_CHANGED

[lotharmat]

That's the connection dropping and reconnecting!

[declan_hoare_nt]

Thanks for the info.

[declan_hoare_nt]

After calls to VM and them saying all sorted still getting regular disconnects and no internet messages on all devices wired and wi-fi.

Wish me luck back on the phone to VM this morning.

[declan_hoare_nt]

Now they are saying

Network issue

We're investigating an issue in your area

What to do next:

Keep an eye on our Service Status page for updates

Wondering if we aren't the only ones with a problem?.

[lotharmat · Accepted solution]

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up - It may also tell you the estimated fix time!

[Sasha_W]

Morning @declan_hoare_nt, 

Welcome to the forum page and thanks for posting this, sorry to hear you're having some issues, I can appreciate this isn't great. 

From looking at your account via your forum information, I can see that you have spoken to our team today to discuss this, can I just ask, was everything sorted out and clarified for you? 

More than happy to help if you still need our assistance today just let me know 🙂 

Thanks

[declan_hoare_nt]

lotharmat

Thank you that was helpful.

[declan_hoare_nt]

Hi Sasha

The problem is still happening and now seems to have got worse after phone advice from VM. I didn't come back to you immediately as at that time service status line was saying that there was an area issue. During that time I got a period of 100% packet loss and no broadband for about three hours.

Once that went I again phoned VM yesterday and they got me to go through the normal checks (cables tight, reboot hub, factory reset etc.), then had me to reset channels on the hub. Initially it seemed to improve a little but now its worse than ever and the ThinkBroadband monitor seems to have even more latency. See the live link and graphic below.

What particularly annoyed me was that the guy initially tried to sell me an upgraded package 100->200mbs but as I had great broadband with the hub 3 and it only went wrong with the hub 4 . . .

https://www.thinkbroadband.com/broadband/monitoring/quality/share/000e99be3c24ad29064a88bf98f297dbe1df1e32

 Is there anything you can do to help? Whilst I've been with Virgin for years I'm wondering whether to change supplier.

[declan_hoare_nt]

And packet loss again this afternoon while i was out.