VM Superhub 2, cannot find IP address, no internet

Hi all,
New to this forum so apologies if this is the wrong place!
I have had recurring problems with my VM Superhub 2 over the past couple of years now. Very often (at least every 15-30 minutes), the connection will drop - on browsers, the IP address of the website can't be found which quickly turns into a general "no internet" message. This was almost bearable, however now that videoconferencing has become so important, I've had two job interviews drop off because of my connection. I've also got more into online gaming and it would appear even the slightest hiccup will cause me to disconnect and lose progress. The problem often corrects itself within a few minutes (or even seconds) but the damage has already been done at that point. Here's my data from the BQM I set up today, don't really know what to extrapolate from my results! The speed test on this website is saying 35 download, 5 upload - was higher earlier in the day, but of course it's the consistency I'm suffering from not the overall speed.
Don't think this is a problem with my laptop because all devices on the network encounter it - unfortunately wiring my laptop isn't really an option either and wouldn't resolve the issue for my other devices. I've tried changing the default DNS server for both IPv4 and IPv6 to Google's public DNS, this hasn't resolved the problem either.
Are there any tips on further steps? Will running the hub in modem mode and purchasing a router resolve it - if so, any recommendations? I am a technophile but know almost nothing about this area! TIA!

The BQM looks fairly normal for Virgin Media i.e. a fair bit of yellow jitter.

If the device you are using is using Wi-Fi then the problem may not be the broadband but the Wi-Fi from the superhub 2.

Always try and use an Ethernet cable for important stuff.

35 down and 5 up looks slow, if speeds are better between 1am and 8am then suggests congestion locally may be the cause of the problem.

Switching to modem mode is a common way to get improve wi-fi as people can buy a router that is more capable than the one built into the superhub2

Hi @virgin_mary,

IMHO, I think you should ask VM for a router upgrade to something slightly newer. This might solve your issues.

HTH,

In reply to a post by virgin_mary:

I have had recurring problems with my VM Superhub 2

You should report the fault and ask for a Hub 3 which could solve the problem as your area has likely been upgraded with more capacity than your old Superhub 2 can use.

Thanks to all for your responses! I tried using VM's online service to upgrade to a Superhub 3, which predictably didn't work, so will phone them tomorrow.

Post deleted by steve195527

In reply to a post by MrSaffron:

The BQM looks fairly normal for Virgin Media i.e. a fair bit of yellow jitter.

If the device you are using is using Wi-Fi then the problem may not be the broadband but the Wi-Fi from the superhub 2.

Always try and use an Ethernet cable for important stuff.

35 down and 5 up looks slow, if speeds are better between 1am and 8am then suggests congestion locally may be the cause of the problem.

Switching to modem mode is a common way to get improve wi-fi as people can buy a router that is more capable than the one built into the superhub2

I wouldn't say its typical of VM,this is mineMy Broadband Ping

In reply to a post by steve195527:

I wouldn't say its typical of VM,this is mine

Where in the country are you? I'm in Hampshire, on the Guildford head end, here is mine

In reply to a post by jchamier:

In reply to a post by steve195527:

I wouldn't say its typical of VM,this is mine

Where in the country are you? I'm in Hampshire, on the Guildford head end, here is mine

in the north west near rochdale

In reply to a post by steve195527:

in the north west near rochdale

I wonder if you're in a recently installed, Project lightning area, using the RFoG design, rather than the traditional HFC.

In reply to a post by jchamier:

In reply to a post by steve195527:

in the north west near rochdale

I wonder if you're in a recently installed, Project lightning area, using the RFoG design, rather than the traditional HFC.

Was installed in our area about 2yrs ago,it is fibre to the house and just a few feet of coax inside,prob about 12-15ft,at time the 350mb service was fastest available which I am on,have been pleasantly surprised with it as I only moved from Idnet(who were great) because the cost of my bb+tv was going to be very expensive due to sky price increase,the virgin full house option was much cheaper and with far more channels

In reply to a post by steve195527:

I wouldn't say its typical of VM,this is mineMy Broadband Ping

It is typical of much of Virgins HFC/coax network (the vast majority of their network is coax)

My newly installed RFOG (FTTP) connection from Virgin had a very similar BQM to yourself but the older coax bits of the network are much worse.

All that yellow is bad btw. That's jitter. It's there even when the connection is idle.

In reply to a post by steve195527:

Was installed in our area about 2yrs ago,it is fibre to the house and just a few feet of coax inside

Excellent, but that explains the difference. The majority of the Virgin Media cable network does not have the fibre, and can suffer from over utilisation. Some of this is due to the 30+ companies that originally dug the streets in the early 1990s, each company had their own oddities in design.

Given the latency and jitter shown on my BQM, once a real FTTP provider arrives, I will move. I have no other services from VM except broadband, but I appreciate their bundling can save money if you want these services. (I was on FTTC but it no longer met my needs in upload).

Edited by jchamier (Sat 30-Jan-21 11:52:59)