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Standard User Sonderval
(newbie) Thu 14-Jun-18 23:31:05
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New Virgin Media SuperHub 3 ... issues


[link to this post]
 
After a few issues with my old router (2ac) Virgin swapped me onto a new hub 3 ... and since then I have been getting T3 ranging issues, random router restarts and general internet disconnections. In an effort to build up some evidence to club Virgin with (after 2 engineer visits saying everything was in spec and working) I started using the BQM.

I can clearly see the times the internet drops out completely (red bits) but I'm not sure about the rest of the monitor results. Can anyone tell me if this is "normal" for a Superhub 3 because so far I am completely underwhelmed and wish they had left me on the 2ac.

Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.116V

My BQM
Administrator MrSaffron
(staff) Fri 15-Jun-18 10:17:26
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Re: New Virgin Media SuperHub 3 ... issues


[re: Sonderval] [link to this post]
 
Suggestion from me is that your Superhub 3 has not had the Intel Puma 3 chip bug patches yet, i.e. based on the yellow jitter.

I don't recall the version numbers that have the Puma fix in them.

In terms of moaning at Virgin, is the BQM showing the same as what you get if you do some many pinging of locations. Need to do this as support will usually just blame our BQM tool, when the tool is working perfectly - one problem can be that the LINX routing out of Virgin Media is congested on their side of things but as your issue is 24.7 its not that

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User edplaysjazz
(newbie) Wed 20-Jun-18 21:40:33
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Re: New Virgin Media SuperHub 3 ... issues


[re: Sonderval] [link to this post]
 
My Broadband Ping

My Broadband Ping

My Broadband Ping

Monday, Tuesday, Wednesday this week.

Trying to do a bit of video chat tonight to see if it's better, but it's been unsable for voip or video, gaming, streaming (up or down), and it's been a nightmare to play videos.

Research I have done suggests the Superhub 3.0 is unfit for purpose as previous post suggests, around unfixable problems on the Puma chipset that the patch can only slightly alleviate.

Was on the phone to virgin, was told 'no such patch exists', then 'even if a patch did exist...' only to have the virgin media twitter confirm it was being rolled out the following day.

They lie and use every trick in the book to make it seem like you're the one being unreasonable. I believe it is referred to as gaslighting. They have known about this for years. I tried to leave in October, but they wouldn't let me. Now I have BQM.

Current firmware version (the one with the problems) v9.1.166

Being rolled out (that ameliorates but can't fix) v9.1.166.608 (or .603, it's unclear)

Edited by edplaysjazz (Wed 20-Jun-18 21:42:22)


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