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]

Hi @Sasha_W

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]

Hi

Forget this I've finally been able to convince a person at VM to send a technician to look at the problem. After only five telephone calls.

Anybody know if sky is any better at customer service?

[Gareth_L]

Hello declan_hoare_nt

Sorry to hear it took a while to get an engineer booked 

Can you please let me know how the visit goes

I am here if you need any more help 

Gareth_L

[declan_hoare_nt]

Gareth
You said to come back to you if I needed any more help.
The technician left an hour ago.
He said there was a loose connection in the local box which he rectified. He also renewed all the outside connectors - splitter etc, as they were old and corroded.
An hour on and the problem is no better.
This is the current think broadband readout. The second packet loss is when he took the system down from the local box.
As you can see the issue remains the same as before.
Any ideas?

------------------------------------------------------------------------Re: New Hub 4 keeps disconnecting
Monday

Hello declan_hoare_nt

Sorry to hear it took a while to get an engineer booked 

Can you please let me know how the visit goes

I am here if you need any more help 

Gareth_L

[Robert_P]

Hello declan_hoare_nt

Sorry to hear the issue is still happening, from looking at your account and connection and can see there are still issues with the upstream power levels. 

I'm going to send you a Private Message to get some information from you and then look to get a technician to you again. I will ensure that they're aware of the actual issue with the power levels prior to visiting.

Looking forward to your reply.

Rob

[Robert_P]

Thanks for the update, I will add notes to the tech visit so they're aware of exactly what the issue with the account is. Let me know here how the visit goes declan_hoare_nt

Rob

[declan_hoare_nt]

Hi Rob

Tech just left.

Changed out lots of stuff including the internal coax cable. Also checked the ethernet cables from the hub and established a glitchy one to my hive. Have swapped that out now and everything seems to be working as expected. Haven't tested the tv streaming but if there is any issue Ill get back to you.

Thanks for the help

Declan

[declan_hoare_nt]

Rob

This is the second time ive tried to send this message. The first time the connection fell out when I tried to send it and I lost the whole thing.

So . . .

Yesterday after the tech left and everything was working okay I tried the TV streaming services. When eventually I got one to load the connection would drop out and I would be back with whirling circles.

 

I phoned VM and after some problems accessing the TIVO box the person was able to get it working again. So this morning trying to log onto my hard wired computer and we are back to where we were yesterday before the tech visit with the system dropping out regularly probably every half minute or so. Running the test from the virgin app on my mobile phone gets a message that I should run the test again from my online account. So logged into my account on my phone and I get the same looping for about 5 minutes then a report there is nothing wrong and advice to do all the checks again - reboot, reset etc. Which of course had already been done.

After the tech working on the system yesterday speedtest.net and SamKnows both  worked fine and reported correct downstream, upstream and ping values according to the tech. The system was working fine and I was able to get online without any drop outs.

This morning these are the results I'm getting on speedtest.net and SamKnows and the system is dropping out every few seconds. I tried to run the service status from the hard wired computer and the test just keeps cycling and not finishing with the 'running test' screen up permanently.

As well as the above both the techs said I would get an sms message to rate the visit. And the second tech said the message would come from his phone so if there was any problem I could phone him direct to come back. I didn't get a message from either of them. Is there anything currently working in VM?

I wont be phoning VM this morning but hopefully I can get through to them later.

Declan

[gary_dexter]

Post the live share URL for your BQM 

[declan_hoare_nt]

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