Forum Discussion

LeakedOne's avatar
LeakedOne
Tuning in
2 months ago
Solved

Hub 3 - Intermittent Packet loss on Modem

I've just had a new Hub 3, I'm monitoring my connection as I'm experience very intermittent loss of packets which is giving me the odd issues with online gaming.

I've been trying to diagnose this for the past week now, I've replaced CAT6 cables between Hub 3 (modem mode) and also swapped out routers and reset all devices.

I've been running PingPlotter Pro and pinging various websites all evening and also running pings to my router (192.168.1.1) and the modem (100.1) and an example of this issue just now 1:11am shows a loss off connection with the router and the modem but the other monitors (6 in total) showed a large spike in latency and rise in jitter at the time.

Before I start sharing BQM's and such can anyone from that description shed any light on something I might be missing.

I've checked logs on Hub 3 and nothing is showing up in events, no timeouts, errors/retries are low single digits.

  • LeakedOne's avatar
    LeakedOne
    24 days ago

    Hi Carley

    I've now cancelled service, I think it's ridiculous giving out kit that is 15 years old and faulty from day 1.

    I have noticed slight improvements to service but issues still arrise when loading the connection such as streaming 4K Amazon prime.

    Unacceptable for a 370Mb connection.

    And don't take this personally as your only able to get to what you can in time, but customer service and support channels including online is terrible, most links seem to loop and go nowhere, chat service is full of bugs and essentially have to lie to get a human to then transfer to correct department.

    Tue Volt benefits didn't activate on any of the 3 O2  mobile accounts at the address either.

    I'm somewhat glad I'm moving out of the serviceable area and haven't had to argue my way out of contract.

    I'll take this as a final reminder not to mess with Virgin Broadband in the future.

    I think the company needs to cut it's losses with the Hub 3 and 4, they are internationally known problem equipment, at least the Hub 5 don't use that horrible intel puma modem chipset.

    As for customer service, well I don't think companies care about actually investing money in the place they make their money from, so they'll keep most of it offshore I guess or fail to recruit or invest in talent.

    Thanks for responding.

    Regards

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 months ago

      Hello LeakedOne,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection. How are things looking at the moment?

      Kind Regards,

      Steven_L

      • LeakedOne's avatar
        LeakedOne
        Tuning in
        2 months ago

        Hi Steven,

        I'm not sure at the moment, I've had a near perfect service past couple of days but then some issues are cropping up again today (since 2pm) 

        Not quite sure what to make of it currently.

        Thanks,

        L1

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    If your seeing loss to your router 192.168.1.1 likely a PC problem

    192.168.100.1 can show a loss if your router can't ARP to the WAN gateway IP

    do you have a ping to VM WAN gateway your on?

  • LeakedOne's avatar
    LeakedOne
    Tuning in
    2 months ago

    also...

    I keep noticing the ping/jittery in the graphs changing suddenly but the usage on the connection isn't such as 1am on the graph.

  • LeakedOne's avatar
    LeakedOne
    Tuning in
    30 days ago

    Total loss of service now... so my hub is obviously faulty, for something that was released 15 years ago I'm not suprised really....

    It has reset to default settings randomly this morning and now will not reconnect to Virgin's network.

    Service status says everything is fine.

    • Carley_S's avatar
      Carley_S
      Forum Team
      28 days ago

      Sorry to hear of your recent service concerns. We can see that there was an area service issues identified on Tuesday which looks to be now resolved. 

      Are you still experiencing a total loss of service at this time, checking the systems on our side, all does look to be working well and back up and running. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed

       

      • LeakedOne's avatar
        LeakedOne
        Tuning in
        24 days ago

        Hi Carley

        I've now cancelled service, I think it's ridiculous giving out kit that is 15 years old and faulty from day 1.

        I have noticed slight improvements to service but issues still arrise when loading the connection such as streaming 4K Amazon prime.

        Unacceptable for a 370Mb connection.

        And don't take this personally as your only able to get to what you can in time, but customer service and support channels including online is terrible, most links seem to loop and go nowhere, chat service is full of bugs and essentially have to lie to get a human to then transfer to correct department.

        Tue Volt benefits didn't activate on any of the 3 O2  mobile accounts at the address either.

        I'm somewhat glad I'm moving out of the serviceable area and haven't had to argue my way out of contract.

        I'll take this as a final reminder not to mess with Virgin Broadband in the future.

        I think the company needs to cut it's losses with the Hub 3 and 4, they are internationally known problem equipment, at least the Hub 5 don't use that horrible intel puma modem chipset.

        As for customer service, well I don't think companies care about actually investing money in the place they make their money from, so they'll keep most of it offshore I guess or fail to recruit or invest in talent.

        Thanks for responding.

        Regards