New Super Hub 4 Issues

[Exhausted]

Switched to super hub 4 a few weeks ago and previously had no issues with my old hub 3.

Since the switch the wifi range has been pathetic and the speed slowly grinds to a crawl after a couple of days until I reboot it, then it's fine for a few more days. This is on wifi and hard wired.

The new hub is in exactly the same place as the last one. I've tried several hard resets to factory settings. If I login in to the hub and run a test it says there are issues. I called but was told that the hub reporting a problem is a known glich and can be ignored?!

I've gotten nowhere with technical support over the phone, hence my post here.

Please help.

[Exhausted]

Thanks to Mike for the post above.

Several phone calls to the poorly trained staff on the telephone running through their flowcharts and saying nothing is wrong. After much arguing, they finally agreed to send an engineer.

Engineer confirmed fault as a network (not just me) fault and has been corrected today. Power level on 3.1 now 0 NOT the previous -14

Thanks again to Mike Robinson for giving me the information so I could get my issue sorted.

[Exhausted]

New Figures

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

6	178750000	7.699997	40.946209	QAM256	6
1	138750000	8.900002	40.946209	QAM256	1
2	146750000	9.199997	40.946209	QAM256	2
3	154750000	8.699997	40.946209	QAM256	3
4	162750000	8.000000	40.366287	QAM256	4
5	170750000	7.599998	40.366287	QAM256	5
7	186750000	8.000000	40.366287	QAM256	7
8	194750000	8.099998	40.366287	QAM256	8
9	202750000	7.900002	40.366287	QAM256	9
10	210750000	7.500000	40.946209	QAM256	10
11	218750000	7.099998	40.946209	QAM256	11
12	226750000	7.099998	40.946209	QAM256	12
13	234750000	7.199997	40.946209	QAM256	13
14	242750000	7.599998	40.366287	QAM256	14
15	250750000	8.000000	40.946209	QAM256	15
16	258750000	8.199997	40.946209	QAM256	16
17	266750000	8.099998	40.946209	QAM256	17
18	274750000	7.900002	40.366287	QAM256	18
19	282750000	7.500000	40.946209	QAM256	19
20	290750000	7.199997	40.946209	QAM256	20
21	298750000	7.000000	40.946209	QAM256	21
22	306750000	6.599998	40.946209	QAM256	22
23	314750000	6.300003	40.946209	QAM256	23
24	322750000	6.099998	40.366287	QAM256	24
25	330750000	6.099998	40.366287	QAM256	25
26	370750000	6.699997	40.946209	QAM256	26
27	378750000	6.300003	40.366287	QAM256	27
28	386750000	5.800003	40.946209	QAM256	28
29	394750000	5.500000	40.366287	QAM256	29
30	402750000	5.300003	40.946209	QAM256	30
31	410750000	5.400002	40.366287	QAM256	31

3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

6	Locked	0	0	0
1	Locked	137938871	0	0
2	Locked	134470569	0	0
3	Locked	137533266	0	0
4	Locked	137615815	0	0
5	Locked	136811505	0	0
7	Locked	137735715	0	0
8	Locked	84147796	0	0
9	Locked	86252620	0	0
10	Locked	85433925	0	0
11	Locked	86093268	0	0
12	Locked	82196899	0	0
13	Locked	85660623	0	0
14	Locked	85090149	0	0
15	Locked	85214975	0	0
16	Locked	86066077	0	0
17	Locked	86123381	0	0
18	Locked	86076209	0	0
19	Locked	77427796	0	0
20	Locked	84989157	0	0
21	Locked	86192392	0	0
22	Locked	86300834	0	0
23	Locked	86231047	0	0
24	Locked	111374806	0	0
25	Locked	111255678	0	0
26	Locked	111447578	0	0
27	Locked	111455031	0	0
28	Locked	111571185	0	0
29	Locked	111444695	0	0
30	Locked	111673244	0	0
31	Locked	118310070	0	0

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

0.4

187395087

208

[Exhausted]

My BQM 

My previous BQM is showing almost 100% packet loss so posting it again

[archercj]

Wouldnt it be nice (and indeed helpful to Virgin given there header of 'We're really busy at the moment, but we're doing all we can to answer your calls. We may not be able to answer as many questions as usual, but our community is still here to help'.) if they did offer an online fault login service. I mean they cant be guaranteed to trawl through here. 

And seeing as they say the community is helping maybe we should all ask for commission. One successfully answered question and they boost yer internet speed by 1mb LOL

[gary_dexter]

Did you send the PM as requested by the forum mod above?

[Exhausted]

I'm all sorted now thanks to Mike Robinson explaining what was wrong with my power levels which I then passed on to Virgin engineers who came to fix.

The hardest part was convincing the telephone support (useless) that I did have a fault! They kept insisting that everything was okay. They consistantly shouted over the top of me when I tried to explain the situation. It was hard to keep my cool but I just kept asking to speak to their manager and then to the next manager until I finally got an engineer appointment booked.

1st engineer visit.......they said levels were okay according to their meter but would return to change Hub after I showed levels when logged in to Hub

2nd engineer visit Hub replaced but still showing -14dBmV on 3.1

3rd engineer visit who confirmed network fault and fitted powered splitter to increase 3.1 but this made 3.0 too high but explained network guys would fix next day

4th engineer visit after network fix, they removed powered splitter and fitted attenuator and standard splitter to make all levels within limits

I checked my BQM which was showing 100% packet loss but this was due to new Hub so I posted new BQM to check and all is now well

With regard to the poor WiFi range with Hub 4, I've been told this is a know issue and wont be resolved until fourth antena within Hub 4 is switched on. Looks like Virgin have rolled out the 1Gig Hub 4 to quickly!

[gary_dexter]

---

@Exhausted wrote:

I'm all sorted now thanks to Mike Robinson explaining what was wrong with my power levels which I then passed on to Virgin engineers who came to fix.

The hardest part was convincing the telephone support (useless) that I did have a fault! They kept insisting that everything was okay. They consistantly shouted over the top of me when I tried to explain the situation. It was hard to keep my cool but I just kept asking to speak to their manager and then to the next manager until I finally got an engineer appointment booked.

1st engineer visit.......they said levels were okay according to their meter but would return to change Hub after I showed levels when logged in to Hub

2nd engineer visit Hub replaced but still showing -14dBmV on 3.1

3rd engineer visit who confirmed network fault and fitted powered splitter to increase 3.1 but this made 3.0 too high but explained network guys would fix next day

4th engineer visit after network fix, they removed powered splitter and fitted attenuator and standard splitter to make all levels within limits

I checked my BQM which was showing 100% packet loss but this was due to new Hub so I posted new BQM to check and all is now well

With regard to the poor WiFi range with Hub 4, I've been told this is a know issue and wont be resolved until fourth antena within Hub 4 is switched on. Looks like Virgin have rolled out the 1Gig Hub 4 to quickly!

---

I guess you’re referring to the 5Ghz band as that’s advertised as being 4x4?

[Shezrab]

Your problem is identical to mine only i can't get an engineer or anyone to answer a phone

Not impressed with hub 4, no supporting infrastructure

Connect app doesn't work

Tests from Internet don't work

Hub diagnostics show a WiFi problem

Modem runs hot

I keep on rebooting and resetting  and speaking to some clever guys in these forums but VM don't seem to care that they have issued a product to market too soon with inherent problems

I will persevere

[Exhausted]

Well it seems my problem isn't sorted afterall. I am now trying to get hold of one of the engineers that came to try and fix to see if they can revert me back to a Hub 3. I had to reboot again yesterday after attemtping to Facetime and my picture and audio was breaking up on a 1 Gig connection.

My BQM shows packet drops and constant latency spikes. The Hub 4 itself is red hot, just like the previous one that was replaced.

Reading in the forums here, it seems almost everyone is having issues with the Hub 4 with some people suggesting buying a cooling fan and others saying put it in to modem mode and buy a router. Not for me though, it's Virgin that need to sort this. I'm already paying well over £100 per month and my Broadband is not fit for purpose and it's not down to me to buy a router or a fan.

[gary_dexter]

A hub3 won't work with the Gig1 service, so you would have to downgrade your package as well.

Can you post a live view of your BQM?