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icraigt
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Message 11 of 34
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Re: Superhub 3 Latency Issues

Had a lengthy call with Virgin today - long story short (and after the Virgin CS rep hung up on me!) I got a call back from a supervisor. 

I made it clear, I want a SH2ac or a date when the firmware will land (or a new SH3.x / 4? or ability for us to source our own) OR I will cancel my account.

I have been promised a call back within 3 days with 

1) Whether she can source me a SH2ac 
2) Date when firmware will be available
3) If there are any other alternatives (new HUBs pending etc)

In the meantime, she agree to re-enable my SH2 (VMDG485) so I can use it in modem mode (which I have now done - I can play online games again but I think I have an inherent fault with the SH2 as I get a few disconnects a day).

I'll post back when the supervisor calls me again (I have already started looking at alternative broadband suppliers!).

Good news - she acknowledged the chipset fault.  It's a (small) step in the right direction.

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Sephiroth
Alessandro Volta
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Message 12 of 34
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Re: Superhub 3 Latency Issues

Oh dear. There will no doubt be others poised with a similar reply!

1) Let's hope. If they can, watch the floodgates of applications.
2) Yeah right - unless they've already decided. But the issue can't be fixed as I've explained.
3) Yeah right - unless they've ditched the Arris Hub 3 and are ready to roll with something else.

Do come back to us in 3 days (and that'll be a first too).

Seph - ( DEFROCKED - My advice is at your risk)

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Excellence20
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Message 13 of 34
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Re: Superhub 3 Latency Issues

Thanks for the replies so far guys, icraigt definitely let us know how you get on.

Assuming the router status is fine from earlier post?

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tajw
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Message 14 of 34
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Re: Superhub 3 Latency Issues

I had my SH2AC swapped out for a SH3 this weekend as part of V6 upgrade. If a picture paints a thousand words.....

 

My Broadband Ping - new graph
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Excellence20
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Message 15 of 34
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Re: Superhub 3 Latency Issues


tajw wrote:

I had my SH2AC swapped out for a SH3 this weekend as part of V6 upgrade. If a picture paints a thousand words.....

 

My Broadband Ping - new graph

You're not kidding! Did you keep your SH2ac? Contact VM and get that set up again (unless you're above 200mb, though I'd rather the minimal latency compared to 300mb speed).

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fxv300
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Message 16 of 34
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Re: Superhub 3 Latency Issues

In the same boat as you. My hub3 has bad latency issues. Your router should not be struggling in modem mode....mine is totally bad  but I don't have a secondary router.

Take a trace at https://www.thinkbroadband.com so we can compare results.

Frank

 

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fxv300
On our wavelength
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Message 17 of 34
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Re: Superhub 3 Latency Issues

Is HUB4 a reality ? 

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Sephiroth
Alessandro Volta
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Message 18 of 34
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Re: Superhub 3 Latency Issues

Please don't get too excited. As I've already explained, VM would be flooded with complaints if they didn't replace Puma 6 hubs should they bring one out that fixes the bug. It would cost them a fortune.

So it is more than likely that they'll move to DOCSIS 3.1 when ready and a new hub will come with that. It would be a very brave VM that would come out with a new hub for DOCSIS 3 without compensating users who are suffering from the Puma 6 issue.

But I'm speculating somewhat too.

Seph - ( DEFROCKED - My advice is at your risk)

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fxv300
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Message 19 of 34
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Re: Superhub 3 Latency Issues

I expect DOCSIS 3.1 is wishful thinking for the present from VM.

 

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Sephiroth
Alessandro Volta
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Message 20 of 34
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Re: Superhub 3 Latency Issues

I’m not speculating on DOCSIS 3.1. It is happening.

Seph - ( DEFROCKED - My advice is at your risk)

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