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jukelones
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Message 1 of 13
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" Your Hub is online but may not be working fully"

Hello all, 

I'm new to the forums. I've unfortunately been disconnected from the virgin media hotline no less than 6 times whilst waiting on the phone today.

We have had nothing but issues recently, latency is terrible. (spikes every 15 seconds or so and sometimes consistently bad ping ~400 - ~200 ms). We have recently upgraded from 100 to M350.

We have been paying for m350 for a week now and i'm still seeing poor download speeds which are dropping as low at 20mb today and the latency issue is constant. I have ran the test on the virgin media website, this informs me that there is a connection, however "Your Hub is online but may not be working fully" has appeared.

This doesn't work for me or my family at all. We have very high usage requirements and require a stable, high speed connection 24/7. We pay a very large sum of money currently for an unusable service and we can't even speak to any form of customer service?


If anyone could help on these forums i would massively appreciate it. As already said, i can't sit on the phone for an hour only to be hung up on for no reason 6 times! it's infuriating. 

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jukelones
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Message 2 of 13
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Re: " Your Hub is online but may not be working fully"

Sorry to bump but issues still persist and i am still being disconnected from customer services. Can anyone here assist?

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jukelones
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Message 3 of 13
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Re: " Your Hub is online but may not be working fully"

Untitled.png

 

Downstream bonded channels

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

13310000007.140256 qam25
22030000007.540256 qam9
32110000007.338256 qam10
42190000007.340256 qam11
52270000006.938256 qam12
62350000006.940256 qam13
72430000006.940256 qam14
82510000007.140256 qam15
92590000007.540256 qam16
102670000007.440256 qam17
11275000000740256 qam18
12283000000740256 qam19
132910000007.440256 qam20
142990000007.538256 qam21
153070000007.440256 qam22
16315000000740256 qam23
17323000000740256 qam24
183710000007.440256 qam26
193790000007.338256 qam27
20387000000740256 qam28
21395000000740256 qam29
224030000006.538256 qam30
234110000006.538256 qam31
244190000006.138256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked40.360
3Locked38.950
4Locked40.960
5Locked38.950
6Locked40.340
7Locked40.360
8Locked40.370
9Locked40.350
10Locked40.340
11Locked40.350
12Locked40.340
13Locked40.350
14Locked38.950
15Locked40.960
16Locked40.370
17Locked40.350
18Locked40.320
19Locked38.960
20Locked40.350
21Locked40.360
22Locked38.6130
23Locked38.950
24Locked38.9180

 

Upstream bonded channels

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

1462000583.218512064 qam3
2325999883.025512064 qam5
3393999763.075512064 qam4
4537000093.375512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fg87dsfd;kfoA,.iyewrkldJKDHSUBsgv



Primary Downstream Service Flow

SFID14319
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID14318
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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jukelones
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Message 4 of 13
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Re: " Your Hub is online but may not be working fully"

Hello,

Still no assistance unfortunately and the service still remains unusable. Please can someone advise? I have been trying to contact Virgin customer services now for a week with not a single response or answered phone call. Can someone please assist? BQM attached again... Surely i can't just be expected to lump it and continue paying each month for a service proven to be inadequate?

 acd03c0d675b0e408dfb19c2ec5ecc71fd19dc0d-02-05-2020.png

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jukelones
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Message 5 of 13
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Re: " Your Hub is online but may not be working fully"

Untitled.png

 

Bump............................................................................................

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gary_dexter
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Alessandro Volta
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Message 6 of 13
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Re: " Your Hub is online but may not be working fully"

Your upstream levels are low.

A tech will get to this - bumping this just moves you down the list. 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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jukelones
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Message 7 of 13
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Re: " Your Hub is online but may not be working fully"

Hello Gary,

Thanks for your response. Would this issue relate to speed and latency? 

Unfortunately i was left with no other option than to bump - Thanks for the advice.

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gary_dexter
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Alessandro Volta
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Message 8 of 13
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Re: " Your Hub is online but may not be working fully"

There is an option other than bumping ...

waiting 🙂

And yes it’s probably hand in hand responsible 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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jukelones
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Message 9 of 13
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Re: " Your Hub is online but may not be working fully"

We must have differing levels of patience Gary. Mine runs out after 5 days of ignored phone calls and messages to a service provider, whom I pay.

Regardless, thanks for the advice and I will await a response from the tech team.

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jukelones
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Message 10 of 13
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Re: " Your Hub is online but may not be working fully"

Hello??

Can someone please assist me? Or provide me with the details of a moderator or Virgin team member to contact? We are completely stuck as a family currently and are approaching 2 weeks with unusable internet connection.

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