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russelluk
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Hub 3 - connection drops and slow speeds

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]

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conman33158
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Message 2 of 18
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Re: Hub 3 - connection drops and slow speeds

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.

 

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
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Adduxi
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Message 3 of 18
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Re: Hub 3 - connection drops and slow speeds

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.

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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russelluk
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Re: Hub 3 - connection drops and slow speeds

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

 

 

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Travis_M
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Message 5 of 18
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Re: Hub 3 - connection drops and slow speeds

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

Travis_M
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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russelluk
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Message 6 of 18
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Re: Hub 3 - connection drops and slow speeds

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   

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Zak_M
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Message 7 of 18
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Re: Hub 3 - connection drops and slow speeds

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

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Zak_M
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Re: Hub 3 - connection drops and slow speeds

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

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russelluk
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Message 9 of 18
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Re: Hub 3 - connection drops and slow speeds

where do i find the appointment in my account ?

Thanks

Russell
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russelluk
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Message 10 of 18
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Re: Hub 3 - connection drops and slow speeds

Thanks found it 

 

Russell 

 

Thanks for all the support

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