on 21-04-2021 08:14
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 |
Answered! Go to Answer
on 21-04-2021 12:39
Now I'm getting
Your connection was interrupted
A network change was detected.
on 21-04-2021 13:01
on 21-04-2021 14:14
on 23-04-2021 10:25
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.
on 23-04-2021 11:03
Now they are saying
Keep an eye on our Service Status page for updates
Wondering if we aren't the only ones with a problem?.
on 23-04-2021 11:07
on 23-04-2021 11:37
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
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
23-04-2021 12:07 - edited 23-04-2021 12:08
Thank you that was helpful.
08-05-2021 09:29 - edited 08-05-2021 09:41
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.
on 08-05-2021 17:03
And packet loss again this afternoon while i was out.