on 12-07-2021 11:06
I am reaching the end of my tether with the support available through virgin media. For almost a year I have had to put up with intermittent and weak connectivity, low data and other weirdness. I have just come off the phone to customer support and the operative wasn't allowed to book an engineer appointment because everything looked ok at their end. Now I'm supposed to "monitor the situation for 24 hours" and hope that someone calls me back. I've been monitoring, resetting and going through the hideous loop that is virgin online help for too long now.
This is on top of several severe outages that have been happening in our area over the last few months (I can out up with these because at least I know it's not my own setup at fault).
I think my problem lies with the 360 hub. Everything was fine before we were persuaded to switch to the new box. Since then, wifi coverage has been worse in general and often awful. Wired connections are usually ok but we do lose even that on occasion.
It's not the wifi carrier signal that drops out, devices stay connected with lots of bars etc. but there is just little or no data getting through. It's almost as if the box gets "tired" and can't shift data further than one room! I have a wireless printer that used to work happily in the kitchen (about 12 feet away but with a wall in the way) that I now have to carry into the same room as the hub to get anything to print.
All I want is for an engineer to come out and assess the problem first-hand so if they can't fix it, at least I can leave Virgin knowing I tried everything.
Does anyone have any ideas about how I can get decent support?
on 12-07-2021 11:34
on 12-07-2021 14:58
on 12-07-2021 16:46
Sorry, my mistake, it's a Hub 3.
on 12-07-2021 16:50
I used to use a posh TP Link router with the Hub 3 in modem mode but they stopped playing nicely together. I deliberately went back to the basic, default setup to eliminate any possible fault with my own gear.
At the moment, I can only get working wifi in the living room, if I go 12 feet into the kitchen, no dice. Devices think they are connected but no data coming through. Some days it will be ok, other days like this or worse.
on 12-07-2021 16:50
on 12-07-2021 16:55
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
on 12-07-2021 16:56
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 1 | 37 | 256 qam | 9 |
2 | 211000000 | 1 | 37 | 256 qam | 10 |
3 | 219000000 | 0.7 | 38 | 256 qam | 11 |
4 | 227000000 | 0.4 | 37 | 256 qam | 12 |
5 | 235000000 | 0.9 | 38 | 256 qam | 13 |
6 | 243000000 | 1.5 | 38 | 256 qam | 14 |
7 | 251000000 | 2 | 38 | 256 qam | 15 |
8 | 259000000 | 2 | 38 | 256 qam | 16 |
9 | 267000000 | 1.9 | 38 | 256 qam | 17 |
10 | 275000000 | 1.7 | 38 | 256 qam | 18 |
11 | 283000000 | 1.7 | 38 | 256 qam | 19 |
12 | 291000000 | 1.7 | 38 | 256 qam | 20 |
13 | 299000000 | 1.2 | 38 | 256 qam | 21 |
14 | 307000000 | 1.5 | 38 | 256 qam | 22 |
15 | 315000000 | 1.9 | 38 | 256 qam | 23 |
16 | 323000000 | 1.9 | 38 | 256 qam | 24 |
17 | 331000000 | 1.7 | 38 | 256 qam | 25 |
18 | 339000000 | 1.7 | 38 | 256 qam | 26 |
19 | 347000000 | 1.7 | 38 | 256 qam | 27 |
20 | 355000000 | 1.7 | 38 | 256 qam | 28 |
21 | 363000000 | 1.7 | 38 | 256 qam | 29 |
22 | 371000000 | 2 | 38 | 256 qam | 30 |
23 | 379000000 | 2.5 | 38 | 256 qam | 31 |
24 | 387000000 | 2.4 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 7 | 0 |
2 | Locked | 37.6 | 13 | 0 |
3 | Locked | 38.6 | 10 | 0 |
4 | Locked | 37.6 | 6 | 0 |
5 | Locked | 38.6 | 4 | 0 |
6 | Locked | 38.9 | 8 | 0 |
7 | Locked | 38.6 | 8 | 0 |
8 | Locked | 38.6 | 6 | 0 |
9 | Locked | 38.6 | 5 | 0 |
10 | Locked | 38.6 | 6 | 0 |
11 | Locked | 38.9 | 6 | 0 |
12 | Locked | 38.6 | 6 | 0 |
13 | Locked | 38.6 | 8 | 0 |
14 | Locked | 38.6 | 7 | 0 |
15 | Locked | 38.9 | 6 | 0 |
16 | Locked | 38.6 | 6 | 0 |
17 | Locked | 38.6 | 6 | 0 |
18 | Locked | 38.9 | 7 | 0 |
19 | Locked | 38.6 | 7 | 0 |
20 | Locked | 38.9 | 6 | 0 |
21 | Locked | 38.6 | 5 | 0 |
22 | Locked | 38.9 | 5 | 0 |
23 | Locked | 38.9 | 4 | 0 |
24 | Locked | 38.9 | 0 | 0 |
on 12-07-2021 16:57
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 45.3 | 5120 | 64 qam | 4 |
2 | 46200000 | 45 | 5120 | 64 qam | 3 |
3 | 53700000 | 45 | 5120 | 64 qam | 2 |
4 | 32600000 | 45.3 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 12-07-2021 16:57
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 1551 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |