Virgin Media Community

[damienh97]

I'm on a hub 4 with the gig 1 package and my hub has been losing the DOCSIS 3.1 downstream for over 2 months. I'd like to request a hub 5 as it seems to be a problem with the hub.

This has been causing ping spikes on the downstream and a reduction in download speed

[Client62]

Check for a local fault on 0800 456 0061 - ( automated service )

It is quite possible the DOCSIS 3.1 signal or lack of, is a service issue.

[damienh97]

Checked that through the my virgin media issue detector, it says the broadband service is functioning fine in my postcode

[Client62]

It is best to call 0800 561 0061

Half of Colchester needs to have black TV screens / internet outages before the "Check service status" web page shows any hint of an issue.

[damienh97]

Just called, no issues with broadband service in my postcode

[damienh97]

Spoke to support on WhatsApp, should be getting a hub 5 which might fix it hopefully

[Zach_R]

Hi @damienh97,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear that you've been facing some connection issues recently. I've checked things over on our systems and I'm unable to detect any faults currently. Please let us know if the Hub 5 you've mentioned improves things at all.

Thanks,
 

[Tudor]

"Spoke to support on WhatsApp, should be getting a hub 5 which might fix it hopefully" That could be a cop out, as the Hub5 has firmware that does nor display the DOCSIS 3.1 channels even when they are working.

[risc19]

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@Tudor wrote:

"Spoke to support on WhatsApp, should be getting a hub 5 which might fix it hopefully" That could be a cop out, as the Hub5 has firmware that does nor display the DOCSIS 3.1 channels even when they are working.

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Bingo.