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tpoolan
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Message 1 of 19
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Why can't I get an engineer to fix my long term broadband issues?

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?

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lotharmat
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Message 2 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Hiya,

The VM hubs are pretty poor for routing - If it were me; I'd get my own router and use that!

Your sanity will thank you!

In the meantime; let's rule out a connection problem!

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Message 3 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

There is no 360Hub. Do you have the Hub3 or Hub4. What wan the old Hub that worked ok - was that a Superhub1,2,2ac?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tpoolan
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Message 4 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Sorry, my mistake, it's a Hub 3.

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tpoolan
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Message 5 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

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.

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jbrennand
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Message 6 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Are the issues usually only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? You said "occasionally" - so how frequently is that?

And what are the various Hub3 lights showing/doing when this happens?

Then post up the data as requested by Iotharmat

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tpoolan
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Message 7 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 
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tpoolan
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Message 8 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1203000000137256 qam9
2211000000137256 qam10
32190000000.738256 qam11
42270000000.437256 qam12
52350000000.938256 qam13
62430000001.538256 qam14
7251000000238256 qam15
8259000000238256 qam16
92670000001.938256 qam17
102750000001.738256 qam18
112830000001.738256 qam19
122910000001.738256 qam20
132990000001.238256 qam21
143070000001.538256 qam22
153150000001.938256 qam23
163230000001.938256 qam24
173310000001.738256 qam25
183390000001.738256 qam26
193470000001.738256 qam27
203550000001.738256 qam28
213630000001.738256 qam29
22371000000238256 qam30
233790000002.538256 qam31
243870000002.438256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.370
2Locked37.6130
3Locked38.6100
4Locked37.660
5Locked38.640
6Locked38.980
7Locked38.680
8Locked38.660
9Locked38.650
10Locked38.660
11Locked38.960
12Locked38.660
13Locked38.680
14Locked38.670
15Locked38.960
16Locked38.660
17Locked38.660
18Locked38.970
19Locked38.670
20Locked38.960
21Locked38.650
22Locked38.950
23Locked38.940
24Locked38.900
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tpoolan
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Message 9 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000045.3512064 qam4
24620000045512064 qam3
35370000045512064 qam2
43260000045.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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tpoolan
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Message 10 of 19
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Re: Why can't I get an engineer to fix my long term broadband issues?

Min Traffic Rate0



Primary Upstream Service Flow

SFID1551
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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