Really worried about my Hub 3, red light, slow and overheating
Hi everyone, I'm looking for some help with my Hub 3. I’ve noticed the light on the front has turned a solid red color and the whole thing is actually hot to the touch. I did a bit of searching on here and it looks like this is an overheat warning? It’s pretty concerning as it’s sitting right near my TV and I’m worried about it being a fire risk, so I’ve had to unplug it for now. I’ve tried the pinhole reset but the red light just comes back on after a few minutes. On top of that, the Wi-Fi has been terrible for a long time. Pages just hang forever before loading and online calls lag to the point of disconnection, even though I'm on the M350 plan and even in the same room. I’ve been a customer for a long time but honestly, between the safety worry and the bad connection, I’ve started looking at Sky. I’d much rather just get this fixed, though. I know there’s a rollout for the Hub 5 happening now for people with older Hubs. Is there any way a staff member could help me get one sent out? I really don't want to go back to another Hub 3 if this one is already failing like this. Thanks in advance for the help!Internet only works between certain hours?
My internet connection has only been working properly between roughly 10:09am and 4:01pm every day, and this is now day 5 of the issue. Outside of those hours the service is basically unusable due to the upload speed dropping. I have run multiple speed tests and the pattern is exactly the same every day. Before 10:09am and after 4:01pm, my upload speed sits at around 0.20 Mbps, but between those hours it jumps to around 40 Mbps. I have made countless calls to Virgin Media and am getting nowhere. An engineer is due to visit today between 12pm and 4pm, but I am not hopeful as this clearly is not an isolated fault. I live in a block of flats and multiple neighbours in my block, as well as the block next door, are all affected by the same problem. One neighbour already had an engineer visit yesterday and was given a replacement router, which only worked for about 10 minutes before the issue returned. I am using a Hub 5 and have only been with Virgin Media for two months, so this is incredibly frustrating. Has anyone experienced anything like this before or got any ideas what could be causing such a specific, time-based upload issue? Any advice would be appreciated. Thanks!
Too Many Disconnections!
Back again, in desperation! I've been having problems for months, but in the last few weeks it has become progressively worse. After an engineer visit new Hub 5 and (apparently!) a new connection at the cabinet, it has actually gotten worse. I have requested an outdoor survey, as all the equipment in my house has recently been replaced and have another engineer visit provisionally booked for 22 December. However, I am now at the point where I will be requesting an early exit from my contract, as this really is unacceptable. My previous request for help were not progressed as I was running my hub in modem mode, so I have now switched it back to router mode in the hope that some kind of diagnosis might be possible. Here are my logs from less than 12 hours of uptime System up time 0day(s)11h:14m:39s Cable Modem Status Item Status Type Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM Channel Overview Downstream Upstream DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 163000000 7.5 43 QAM 256 4 2 155000000 8 42 QAM 256 3 3 171000000 7.3 43 QAM 256 5 4 179000000 7.2 43 QAM 256 6 5 187000000 7.1 43 QAM 256 7 6 195000000 7.3 43 QAM 256 8 7 203000000 6.9 43 QAM 256 9 8 211000000 6.8 43 QAM 256 10 9 219000000 6.4 43 QAM 256 11 10 227000000 6.2 42 QAM 256 12 11 235000000 6.2 42 QAM 256 13 12 243000000 6.1 43 QAM 256 14 13 251000000 5.8 43 QAM 256 15 14 259000000 5.8 43 QAM 256 16 15 267000000 5.4 43 QAM 256 17 16 275000000 5.3 42 QAM 256 18 17 283000000 5 42 QAM 256 19 18 291000000 4.9 42 QAM 256 20 19 299000000 5 42 QAM 256 21 20 307000000 5 42 QAM 256 22 21 315000000 4.7 42 QAM 256 23 22 323000000 4.7 42 QAM 256 24 23 331000000 4.4 42 QAM 256 25 24 339000000 4.6 42 QAM 256 26 25 347000000 4.6 42 QAM 256 27 26 355000000 4.4 42 QAM 256 28 27 363000000 4.5 42 QAM 256 29 28 371000000 4.6 42 QAM 256 30 29 379000000 4.3 42 QAM 256 31 30 387000000 4.4 43 QAM 256 32 31 395000000 4.3 42 QAM 256 33 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 43 1305039 326305 2 Locked 42 447669 51730 3 Locked 43 1099552 1437186 4 Locked 43 1427030 1538202 5 Locked 43 830628 1408003 6 Locked 43 23039 45053 7 Locked 43 25310 49669 8 Locked 43 655 86 9 Locked 43 276 45 10 Locked 42 255 103 11 Locked 42 160 109 12 Locked 43 163 96 13 Locked 43 154 110 14 Locked 43 104 37 15 Locked 43 163 8 16 Locked 42 134 26 17 Locked 42 187 0 18 Locked 42 720 49 19 Locked 42 456 16 20 Locked 42 236 0 21 Locked 42 117 0 22 Locked 42 86 0 23 Locked 42 71 0 24 Locked 42 82 0 25 Locked 42 87 0 26 Locked 42 86 0 27 Locked 42 91 0 28 Locked 42 85 0 29 Locked 42 96 0 30 Locked 43 73 0 31 Locked 42 57 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37 Locked 0 3.0 212999039 0Intermittent service after multiple engineer visits
I'm writing here as I feel I have exhausted any possible avenues through customer services over the past 6 months or so, and I'm currently stuck in an endless loop. After my most recent call today I have a logged yet another complaint, but it seems that the only resolution suggested is to send a third engineer from the same team. For context, I'm running my Hub 5 in modem mode with a third party router, but I've confirmed the issue is still present when using the Hub 5 as a router. To summarise the current situation: At random intervals (this can happen multiple times in a day, or not at all for days) my connection will drop. This typically shows as T3 timeouts (often on all consecutive channels) in the network logs. There is no pattern that I have been able to ascertain. The connection will resume after a minute or so without any action needed, but obviously the the loss of connection will impact on anything I am currently doing (work calls, typically). The quality of my service other than this is fine, and I have no issues with speed or network quality outside of this particular issue. I can't put my finger on when the issue first started occurring, but there have been no changes to equipment or in the house since the connection was originally installed. After doing the usual troubleshooting and confirming there were no apparent issues on my end, the first engineer was sent out. The first engineer rebalanced the signals, as some of the power levels were out of spec. A check was also done on all of the equipment internally and externally. The problem still occurred despite this. After waiting a month or so, I escalated again and a second engineer was sent. The second engineer confirmed the quality of all of the cables and connections, and that there were no apparent issues with my equipment according to their tests. They did check the cabinet and informed me that one of the connections in there was loose (not even finger tight) and that they had rectified that. Unfortunately, the problem has persisted. Ahead of posting this, I set up Broadband Quality Monitoring and waited for the issue to reoccur. This morning it has happened twice, which I believe is reflected there. I've attached images from today of an example of the issue in the logs, as well as the information from the router, the BQM and the results from SamKnows. Removed all IPs and MAC addresses in the images. Any help would be greatly appreciated as customer services have essentially told me there is no issue that they can see.WiFi speed expectations - 1/3 of the speed
Hi All, Just had a problem with my Hub fixed and now have a Hub 5 all working. Engineer said I wasn't getting full 1gb internet speeds but it should improve. I've just checked and I'm getting around 200 this morning, got about 330 yesterday evening. What could be the cause? Any ideas on how to fix?Internet (wired and wireless) keeps cutting out even after 2 engineer visits
Hi virgin, Our internet keeps cutting out at random times during the day we've had an engineer check the cabinets, replace the coax cable, replace the hub but it all keeps dropping out. I am unsure what to do anymore as these drop outs are getting ridiculousWiFi stops working after midnight after every few weeks
Last night, my doorbell cam stopped recording after midnight and ever since. My Electric car charger also didn't charge my car (it's scheduled to charge my car after midnight). All phones seem to be getting internet, but something funny is going on with the superhub because this happens every few weeks. Once I go to the SuperHub settings page and reboot, the doorbell camera starts working again. The last time this happened was 16th November at around 12:51am. Could you check the logs to see what happened please?Intermittent Internet and high amounts of packet loss
For the past few weeks we’ve been having intermittent connections for both Ethernet and WiFi. At the start it wasn’t that bad and went off maybe once in the day but in past few days it’s been constantly going off. I’ve got an engineer booked in but that’s not until the 6th, it’s physically impossible to work from home for mine and my partners jobs due to us requiring a constant connection. I’ve followed the app process of generally turning it off and on as well as resetting the router on the off chance there was an update. We only moved over to Virgin in July with no problems but this is just unacceptable. I know the image below is for times when we don’t use it but it’s been constant dropped packets all morning. I know I’ve seen so many others having this exact same issue for a few weeks so it can’t be equipment in the house unless everyone’s got a faulty hub or everyone’s fibre cables have just given up.No internet every night after 1800hrs
For past 4 days internet has been working fine during the day. Around 1800hrs the internet speeds start to lag then by 200hrs is non-existent. Router (Hub 5) in use. 360 media box says there’s no connection. Lots of error codes when trying to access anything. Download speed checks show substandard. RG4 area. So bad that I’m posting this using 5G as cannot use wifi. Even when router says it’s connected (solid white light), no one’s devices detect it which clearly shows it’s not working. Shambles. For price being paid this is unacceptable. Virgin you need to sort this out.
