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Internet drops, slow speed with Hub 3.0

Tuning in

Hi all,

After switching over to Virgin a few weeks ago from TalkTalk, I have been plagued with nothing but problems. I have a Hub 3.0. My so called extra fast Wifi with an average download speed of 350Mbps is nowhere near that, and has taken over 19 hours to download a 35GB file. It drops out constantly, and the reach of the signal from the Hub barely stretches to the adjacent room.

90% of the time I have an issue and go to check the status of my hub, there is either an unidentified problem, or it cannot find it at all.

It cannot be my devices that are the issue as during the overlap when my previous internet was still set up, the speed on that was far better- even though it was only advertised as up to 50MBps.

I have tried multiple things, including resetting and rebooting the hub, and changing the names of the SSID to try to connect only to the 5Ghz band, but it made no difference, and instead kindly switched over to a Virgin media hotspot- even a hotspot near my house has better signal.

When I go onto the help section of Customer Service and get asked my postcode and last name, I get a message telling me that my name and address don't match the WiFi I am using. This is frustrating as that then stops me from any further diagnostics.

The live chat is also not accepting messages for faults, which is of no help, and so I resort to here.

Is there anyone that can help me solve this? If I can't get this fixed soon I'm afraid I will have to look for another ISP- which is a shame as Virgin seemed so promising.


Thankyou all in advance.




Here are a few self help links :    ( this is good if there a a major outage, less so for a local fault )

Free Phone 0800 561 0016 - this automated service is the best for a local fault.     -  this link can test the speed to the Hub as well as to the Device - on started click on "Run full test "

From the Hub's  "Check router status"  ( before you log in ) the Downstream / Upstream stats give info about the condition of the service.  Copy / paste the text into the thread for a hand in reading information.

From the Hub's admin menu - Run the Diagnostic tool

Hi Client62,


Thankyou for the reply.

I cannot use the first link, as I get the message:

"Check a different address-You have signed in to an account that doesn't match the address you'd checked. Please sign in to the account for"

I have also been on the samknows website- again it will say I have a high download speed but all my devices say otherwise. 

I am very confused as other than the obvious "Oops, something went wrong" or "Couldn't find router" issues I constantly have (including right now) there isn't physically anything to disrupt my internet so much, even when only in the next room.


Many thanks

My Downstream/ Upstream stats are below:

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

14960000050.3512064 qam1
24310000050512064 qam2
33010000049.8512064 qam4
43660000050512064 qam3
52359994749.3512064 qam9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts



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

1203000000-1.440256 qam9
2211000000-1.540256 qam10
3219000000-1.740256 qam11
4227000000-1.740256 qam12
5235000000-1.940256 qam13
6243000000-2.240256 qam14
7251000000-2.240256 qam15
8259000000-2.240256 qam16
9267000000-2.240256 qam17
10275000000-2.740256 qam18
11283000000-2.740256 qam19
12291000000-2.740256 qam20
13299000000-2.740256 qam21
14307000000-2.740256 qam22
15315000000-2.740256 qam23
16323000000-2.540256 qam24
17331000000-2.540256 qam25
18339000000-2.440256 qam26
19347000000-2.240256 qam27
20355000000-2.540256 qam28
21363000000-2.740256 qam29
22371000000-2.740256 qam30
23379000000-2.440256 qam31
24387000000-2.540256 qam32

Downstream bonded channels

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


The Downstream Power and SNR are good the Upstream Power is a little high but the Modulation is correct.

Post in the Samknows Realspeed results if possible.   

The first step is to see if the speed at the Hub is correct for the service, if it is ok, then move to how the device performs and over WiFi that is going to be variable.

Joining in

Having same issue for weeks now, Virgin says same thing restar router.

samknows got average 44mbps on both




Post your Samknows Realspeed results in your thread so as to avoid a diversion this customer's discussion.


I have done the Realspeed test again, my download speed was 84 Mbps, however a few minutes later I tried again and it was in the high 100's. 

It seems to me as soon as I leave the room the router is in, the WiFi automatically switches over to a hotspot, it connects through Google play services and so far I cannot stop this from happening. 

My virgin connect app is still unable to find my hub and so I cannot for blackspots in my house. 

Is it a hub issue?

Forum Team (Retired)
Forum Team (Retired)

Hey Beli96, thanks for joining our community and for your first posts on our help forum.

We're sorry to hear of the speed issues you've had recently, have things improved since your last post on Sunday?

From our end it all seems to work perfectly and your service levels look spot on, we didn't find any area related issues either.

Was the issue present on both the wired and wireless network?

Do let us know in case you need further assistance, here to help out.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thanks for getting back to me. I have rebooted and reset my hub a few times and not had as many drop outs. I am still losing connection when I go into another part of the house though and automatically connecting to the hotspot nearby. Last night was the first time in about a week I could find the hub on the virgin connect app so I hope it is the end of my issues.

Thank you so much for letting us know @Beli96 and we are hopeful that things are looking better for you. 


Please do monitor this and let us know how things are looking going forward?