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MrTronTech
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Message 1 of 24
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Any help please?

Hi Virgin Media Community,

I have spoken to numerous tech supports through Live chat and over the phone and they keep sending technicians and senior technician to my area. They could not find the issue with the line but I'm still having the same WiFi issues and Latency/Packet Loss issues.

The Senior Technician recommended to change our speeds from 100 mbps to 200 mbps to sort out the issue. Issue is fixed on the wired connection in terms of speed, but latency/packet loss issue still exists. I've already complained to the complaint team 3 / 4 weeks ago and 2 weeks ago I was supposed to get an 48hr callback from area manager which never happened. I already written up a CISAS report which I'm ready to send it off to Ofcom as the Hub 3 issues won't go away.

Here is my BQM monitor: https://www.thinkbroadband.com/broadband/monitoring/quality/share/bf024cffe50c53f78ebba63a2343d8b1bf...

I have a thread already posted on the Networking/WiFi section, but I'm not getting any replies from the any of Virgin Media Mod Team. 

Please could someone look at my post and help.

 

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Dave_cq
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Message 2 of 24
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Re: Any help please?

Going by the numerous BQMs I've seen posted here that one seems fairly 'normal' for a Hub 3.

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
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MrTronTech
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Message 3 of 24
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Re: Any help please?

Hi Dave,

So this BQM is fairly normal you are saying? Because I originally had Hub 2 which had no issues but it was taken away by the engineer and replaced with a Hub 3 which has been causing issues with Wifi mostly as it doesn't cover all the rooms. 5 GHz wireless works for 10 mins then drops out completely and every 4 to 5 hours the wifi disconnects completely for both 2.4GHz and 5GHz. The only way to sort it out to change channels or reset the hub again to fix the issue. The broadcast name for the wifi has one that ends "-2G and -5G at the end of SSID. I'm trying to get through over through the phone to Customer Retentions try and get hold of Superhub 2ac to sort out the WiFi issues as I know from the experience I had using Hub 2 which covered all the rooms and ran past the advertised speeds.
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Superuser
Superuser
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Message 4 of 24
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Re: Any help please?

you will not get a 2ac from retentions - same from VM on here unfortunately - some [ a very small number] have had some luck in getting a 2ac but the path is not good - seems if you give 30 days notice and outbound ring - they may - just may sort one for you - but they may not ring so its a risk

after that you have no other options - the ones on ebay will not get activated although you can use them as a 2nd wifi/switch - but they would have to be very cheap to even bother

best answer is bite the bullet and buy a good 3rd party router - put the hub3 into modem mode and add the router - 99% of wifi problems will be solved 

____________________

Tony
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MrTronTech
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Message 5 of 24
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Re: Any help please?

Hi Tony,

Can you recommend me a good wifi router to use? Budget is £50 and must support ac speeds. It doesn't matter if the router is new or used. Must support gigabit Ethernet as well. I have read from the huge Hub 3 thread on this forum that the issue will still exist if it has put into modem mode but it will take some load off. I have speaking to the tech team about pushing the latest firmware but they don't have the authority to do that.

Currently on the firmware 9.116V and I don't know much about the hub 3 if the new firmware will actually fix any of the issues stated on the huge hub 3 thread.
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Dave_cq
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Message 6 of 24
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Re: Any help please?


@MrTronTechwrote:
Hi Dave,

So this BQM is fairly normal you are saying? 

As I said, Normal for a Hub 3, yes ... biggest pile of rubbish ever foisted on an unsuspecting public.  Thankfully I still have an SH2AC but even that is in modem mode because my Asus router is so much better in all departments.  Here's an example of my BQM with this setup ....

BQM 011017.jpg

 

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

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MrTronTech
On our wavelength
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Message 7 of 24
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Re: Any help please?

Hi Dave,
Yes your BQM is much better than my BQM
Do you think the Hub 3 will get fixed in the near future or will it get replaced by hub 4 by the end of 2018? I'm thinking the get ASUS RT-AC53U or TP-Link AC750 Dual Band Wireless Gigabit Cable Router to sort out the wifi?
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Superuser
Superuser
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Message 8 of 24
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Helpful Answer

Re: Any help please?

in truth from what i know any router is better than the hub3 for wireless - recommendations are always dangerous - what i like may not suit you - the asus range gets good reviews on here as do netgear

no need for new - ac has been around long enough for there to be plenty on ebay - there are always those who must have the latest all singing and dancing and sell off what is still very good

i personally use an Asus RTac66u - sure there is better today but i have no complaints 

____________________

Tony
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Roger_Gooner
Wise owl
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Message 9 of 24
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Re: Any help please?

Latency is a problem with the Hub 3 because it has the Puma 6 modem chipset. There is a firmware upgrade coming which should alleviate the problem a bit, but there is no real fix for a rather weak single-core CPU. The next hub will hopefully solve the problem but we don't know when it's coming out. And using your own router is a solution for the hub's poor router but does nothing to address latency which is a modem problem.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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MrTronTech
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Message 10 of 24
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Re: Any help please?

Hi,

I know about the latency issue from the Hub 3 and just spoken to the cancellation department and all they can do is apologise for issues, they have a list of complaints from me about the hub 3. They told me to speak to tech support team but I refused to talk to them as they don't know how to help me other than sending more technicians to solve the issue. I was told I will get a callback next week from the 'Broadband Specialist' who has the authority to send out the 2ac, so I will have a talk with specialist to see what are the options.
The issue is inside the router known as the puma 6 chipset which causes latency and constant lag spikes. A senior technician has already checked the line and the downstream and upstream levels are all fine so no issues there. I have already ordered a TP-Link AC750 Gigabit Wifi Router from Amazon to sort out the WiFi issue.

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