Hub 3 - connection drops and slow speeds

[russelluk]

HI 

I have a virgin Hub 3, I have been having drops and slow speeds for some time now I have just run a test on my hub and it says that I have slow wireless move your device closer to the hub.

Well my device is about 1 foot away from my Hub I have tried reboots and resets to the hub no difference to my speeds and drop out.

Will a new hub help with this problem or is it my line that is at fault 

thanks 

Russell

[MOD EDIT: Subject title changed for clarity]

[conman33158]

If you’re getting good speed on a wired connection and poor wifi speed and range you would probably be better of investing in a decent third party router, that way you can put the Virgin Hub into modem mode and let the router deal with all the traffic. This would give you better wi-fi coverage and if you go for the likes of a wi-fi 6 capable router you would get better speeds. There are loads of options from Asus, TP Link etc and seeing as the VM Hubs are well known for their lack of wi-fi capabilities you would be better of using your own equipment. I know it's a case of having to spend money that you shouldn't have to, but it really is worth it and gives you a better all round stable internet experience.

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as some small faults are not listed on the VM status page.

Try a full factory reset on the Hub as below;

Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Once done post the power levels and network log from the Hub.  Do not use screenshots, just copy and paste into several posts.  Consider setting up a BQM to record your incoming circuit.  www.thinkbroadband.com/ping

You could also try splitting the wifi SSID;

• Access your Hub by navigating to 192.168.0.1
• Login with the default login info (on base of Hub) unless you've already updated it.
• Go to Advanced Settings > Wireless > Security
• Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID), suggest append _2 to the end.
• Repeat for the Wireless Frequency 5GHz, suggest append _5 to the end and click on Apply changes
• Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices.

[russelluk]

here is my hub settings hope this helps means nothing to me 

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	330750000	-3	40	256 qam	25
2	234750000	-2.5	38	256 qam	13
3	242750000	-3.2	38	256 qam	14
4	250750000	-3	38	256 qam	15
5	258750000	-3.7	38	256 qam	16
6	266750000	-3.2	40	256 qam	17
7	274750000	-3.5	38	256 qam	18
8	282750000	-3	38	256 qam	19
9	290750000	-3.5	38	256 qam	20
10	298750000	-2.9	38	256 qam	21
11	306750000	-2.7	40	256 qam	22
12	314750000	-2.7	38	256 qam	23
13	322750000	-2.7	38	256 qam	24
14	338750000	-2.7	38	256 qam	26
15	346750000	-3	38	256 qam	27
16	354750000	-2.5	40	256 qam	28
17	362750000	-3.2	38	256 qam	29
18	370750000	-2.9	38	256 qam	30
19	378750000	-3.4	38	256 qam	31
20	386750000	-2.5	40	256 qam	32
21	394750000	-3.7	40	256 qam	33
22	402750000	-3.2	40	256 qam	34
23	410750000	-3.7	38	256 qam	35
24	418750000	-3.9	38	256 qam	36

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	489	2604
2	Locked	38.9	544	2085
3	Locked	38.9	483	1867
4	Locked	38.9	476	1692
5	Locked	38.9	489	1707
6	Locked	40.3	509	1694
7	Locked	38.6	499	1878
8	Locked	38.9	476	1772
9	Locked	38.9	436	2018
10	Locked	38.9	503	2204
11	Locked	40.3	542	2154
12	Locked	38.6	479	2352
13	Locked	38.9	512	2646
14	Locked	38.9	575	2292
15	Locked	38.6	543	2602
16	Locked	40.3	485	2728
17	Locked	38.9	554	2431
18	Locked	38.9	606	2363
19	Locked	38.9	609	2365
20	Locked	40.9	720	2255
21	Locked	40.3	741	1903
22	Locked	40.3	667	2088
23	Locked	38.9	684	2086
24	Locked	38.6	741	1882

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700000	49.5	5120	64 qam	2
2	39400000	48	5120	64 qam	4
3	46200000	49	5120	64 qam	3
4	60300000	49.5	5120	64 qam	1

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	foA,.iyewrkldJKDHSUBsgvca6983

Primary Downstream Service Flow

SFID	14825
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	14824
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Travis_M]

Hi @russelluk

Thanks for posting on our community forum!

How are you getting on today? Are you experiencing these issues via both wired and wireless connections at the same time?

Regards

[russelluk]

Hello 

Yes I am getting drops with both wifi and ethernet I am getting the correct speed for ethernet around 340 mbs but wireless is sometimes as low as 40 Mbs.

Even though the wireless devices are just feet away. I think my main concern is the disconnections I get it is rather annoying when your watching Netflix Disney and so on.

Thanks 

Russell   

[Zak_M]

Good afternoon @russelluk 

Thank you for coming back to us. 

I have managed to locate your account via your forum information, I have run some additional checks on your services & I can see that we are going to need an engineer to visit and put it right. 

I am going to pop you over a PM so that we can get some account information. 

Kind regards,

Zak_M

[Zak_M]

Thank you for providing me with that information via PM.

I have arranged for the engineer to attend, for the time, date & to make any further amendments please visit your My Virgin Media account. 

Please do let us know how things go with the appointment. 

Kind regards,

Zak_M

[russelluk]

where do i find the appointment in my account ?

Thanks

Russell

[russelluk]

Thanks found it 

Russell 

Thanks for all the support