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darrell_j
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Message 1 of 10
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Super Hub 3 ongoing problems

After 19 years as an NTL/Virgin media customer I am incredibly disappointed with my Super Hub 3.0. It was installed in May and worked fine in modem mode for some time. A great unit - great speed. It is connected to a Netgear Nighthawk R7000. It now continually drops the connection with lower light flashing green, along with the 2 green arrows. A line booster was fitted last Saturday (levels were -6db below what it should have been), which seem to cure the issue. Within 15 minutes of the engineer leaving my house, the problem re occurred. A new Hub 3.0 was fitted last Wednesday, along with a change of plug on the coax  at the line booster. Alas, the new hub is exhibiting EXACTLY the same problems since Wednesday. Both my Tivos are fine, as is my router. These units clearly have an issue when used in Modem mode, as there can be no other explanation. I use my own router as the R7000 is a far superior device. Changing the Hub 3.0 to router mode improves matters, but I should not have to do this. I am one very angry customer as I write this. The Hub 2.0, although slower, never gave me a days grief. I have read so many other issues with Hub 3.0. Please sort this out.

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Superuser
Superuser
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Message 2 of 10
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Helpful Answer

Re: Super Hub 3 ongoing problems

There is a known issue with the Hub 3.0 in modem mode when connected to an Arris CMTS.  VM staff have said on these forums that a fix is being worked on but are unwilling to be anymore forthcoming about when it might be ready.  As the issue only occurs when connected to an Arris CMTS it is unclear if a hub fix is required or a CMTS fix.

Unfortunately the only work around at present is to use router mode or ask VM to reactivate your Superhub 2 if you still have it or request another one.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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OllyC
On our wavelength
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Message 3 of 10
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Re: Super Hub 3 ongoing problems


@SCA1972 wrote:

There is a known issue with the Hub 3.0 in modem mode when connected to an Arris CMTS.  VM staff have said on these forums that a fix is being worked on but are unwilling to be anymore forthcoming about when it might be ready.  As the issue only occurs when connected to an Arris CMTS it is unclear if a hub fix is required or a CMTS fix.

Unfortunately the only work around at present is to use router mode or ask VM to reactivate your Superhub 2 if you still have it or request another one.

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Scott

Can confirm I've had the exact same issue since the beginning of June.

I posted this in another thread but I'll post it here to as the same applies:

Just so you don't feel you're alone, I've had the exact same issue since the beginning of June, I tried multiple Superhub 3.0's and the same thing happened, in the end I've ended up back on a non-AC Superhub 2.0, the connection has no dropouts but I swear on average the speed is a lot worse than when I was using the Superhub 3.0 in Modem mode before the update broke it.

I too cannot use the thing in Router mode because I need to have the two Xbox One consoles in my house on Open NAT's something that what ever you try the Superhub 3.0 is incapable of doing, so I have to use an old D-Link DIR-655 as my router which has worse Wi-Fi and such but at least it can manage the Xbox consoles properly. 

Anyways I had a case open for ages, they said they will contact me when they sort the known issue with Hub 3.0's in Modem mode but I've heard nothing since.

Hopefully you'll get the 2.0 AC and it will temporarily sort your issues until a new update/hub is released.

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Russ7
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Message 4 of 10
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Re: Super Hub 3 ongoing problems

My hub 3 has been dropping internet on a wired connection (every few minutes) ever since it was installed last week, (wireless stays connected but is so slow) the only thing that has changed is the hub from hub 2 to hub 3. The hub 2 worked great, the only conclusion I can draw from this is a compatability issue. So 1st thing Monday I will be phoning the tech guys and reverting back to my hub 2.

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Colin257182
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Message 5 of 10
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Re: Super Hub 3 ongoing problems

Hi all, I'm also having the exact some issues with the superhub 3.0 and I was even thinking of buying a new superhub thinking it might solve the problem but darrell said it didn't fix the problem but I didn't have this problem from the very beginning last year April 2016 when I had virgin fibre optic installed for the  first time as a new customer, the problem began with the line dropping around Dec 2016 I contacted tech support but they have no fix for this problem at the moment and I have to use an ethernet cable with my laptop because I just can't get a full connection with my internal network adpater but all my other wireless devices can connect to the router without any hassle, my laptop is only 3 years old from brand new and I had no problems connecting with my old talk talk wifi router. So all I can do is wait for Virgin to install a firmware update to fix the problem.

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AlexEmmins
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Message 6 of 10
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Re: Super Hub 3 ongoing problems

Yeah, I keep getting issues with the Hub 3 dropping users off wifi.

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Hopetohelp
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Message 7 of 10
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Re: Super Hub 3 ongoing problems

Wanted to post to share my experience for others who may be able to consider user experience and make informed decisions.

Was a Virgin customer for over 10 years had constant price rises and had to threaten to leave a number of times for those to be address.

When a moved to a new 6 month rented house the hub was totally useless. Dropped off phones and devices every few minutes and never resolved. Found engineers generally unhelpful and phone service centre a joke.

Moved house again to an area with no Virgin and had to leave, Virgin charged me £162. Good news is that I'm now with BT and Sky who are both far superior in my experience. Was worried that BT speed would be lower because they advertise lower speeds, but Virgin speeds were never anywhere near those advertised

BT hub has never dropped off, call centres are helpful and sky engineer was outstanding.
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TrishB
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Message 8 of 10
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Re: Super Hub 3 ongoing problems

Adding my bit, I rejoined VM after 8 years away. I wish  had stayed with BT! VM installed a month ago and the super Hub 3 router has crashed at least once a day usually twice at various times. Tech guys at VM very unhelpful refused to send an engineer or exchange the router which implies that they know what the problem is. I will not be renewing my contract when it's up and I wish I had seen these posts before my 14 day cooling off period. My WiFi is no better than BTs, live streaming Netflix & Amazon on the smart TV using wifi is useless picture pixelated so will have to have everything hardwired. 

Does anyone know if buying a Linksys router to replace the Super Hub 3 would help or is money better spent on wiring up the house?

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horseman
Alessandro Volta
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Message 9 of 10
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Re: Super Hub 3 ongoing problems


@TrishB wrote:

Adding my bit, I rejoined VM after 8 years away. I wish  had stayed with BT! VM installed a month ago and the super Hub 3 router has crashed at least once a day usually twice at various times. ......

.....and "adding my bit"  - Welcome back to VM and to the community albeit under some considerable  exasperation/frustration in the circumstances of allegedly not receiving a satisfactory service nor apparently any expected "constructive" VM technical support?  

I would suggest you consider creating your own "thread" on this Forum "category" as you have multiple symptoms which circumstantially (given that you have not yet been advised as to what further diagnostics, or environmental detail to supply) may well be Network related "local area/region" issues?

(NB:  if you create  your own thread then add a  "link"  on this thread so we reduce  "duplicate efforts" and can provide (if needed) further objective constructive suggestions)

There are many here that have tested/trialled SH3/(aka Hub3.0)/VMDG505(ala Arris TG2492UK) since 3Q2015 over every test/public firmware release and while probably agreeing in general that SH3 is disappointing(in some areas) in it's lack of "intuitive plug&play" compared to some predecessor Hubs that all had Netgear manufactured (SH1-VMDG480/2-VMDG485/2ac-VMDG490) Hubs.

I believe while your "numerous and varied issues/symptoms" can be addressed given more objective diagnostics from more experienced contributors (and ultimately from VM Forum Team support) then you have already stated your intent to terminate your VM service provisioning contract.  Many "uninformed . contributors" (the majority lacking in both DOCSIS infrastructure technical theory and application) will support  your decision and thus reluctantly I/we still have to respect your decision to follow  a  "termination" move to another ISP  and thus further assistance would be counter productive? 

In any event whatever you eventually decide  then good luck.....

Regards Tony
"Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)
DEFROCKED
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TrishB
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Message 10 of 10
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Re: Super Hub 3 ongoing problems

Thank you for the reply I am new to anything "forum related" I usually read but not post. I have read many posts over the last few days but haven't been able to find a definitive answer. Surely regional/ area / network wouldn't cause the SH3 to crash? I am unfortunately stuck with VM for the next 12 months unless I pay a penalty so I am looking for fix hence the query. My apologies if I have posted on the wrong "thread / Topic" If I can find a way I'll delete
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