morty_775 Posted April 29, 2019 Share Posted April 29, 2019 Virgin Media Hub 3 Vivid 350 package Had engineers out 3 times and the hub changed once. nothing has changed so i bought a Nighthawk XR500 router which led me to this forum. The problem isn't with the XR500 i think its the hub 3 as this was the issue before. Does anyone know of a fix for this or can they see any obvious issues from this data? Cheers Morty. Link to comment Share on other sites More sharing options...
Netduma Staff Netduma Jack Posted April 30, 2019 Netduma Staff Share Posted April 30, 2019 Hmm, this is a strange one. Your issue is obviously massive packet loss at random intervals - your actual ping graph (which is kinda' pushed to the bottom of the page by the packet loss) doesn't look too bad. It seems you're getting a massive drop-out / spike every now and again, and since your second test is for 60 minutes I guess they're lasting for a few minutes at a time. That being said, maybe it's the Google server playing up. Try a test to Twitter.com on a wired PC, and try switching your Ethernet cable. That'll rule out a few things. As you said though, this certainly isn't an issue with the XR500 - it might even be worth keeping it disconnected for these tests. morty_775 1 Link to comment Share on other sites More sharing options...
Zennon Posted April 30, 2019 Share Posted April 30, 2019 Hub 3s are notoriously bad but this is something else, as you have had two hub 3s with the same issue. The packet loss starts from the hubs first hop. I would not attempt gaming with this issue you need Virgin to fix this problem. get them back out and show the engineer the plot you have showed us. Have you changed out the cable from the hub to the wall? Have they done any checks to the network outside your property? morty_775 1 Link to comment Share on other sites More sharing options...
morty_775 Posted April 30, 2019 Author Share Posted April 30, 2019 Thanks for the reply.. I've tried Twitter.com and the test was done on a laptop with a Ethernet cable. I haven't tried swapping them for the test but I swapped them on my PS4 Sunday and still had the same issue yeah gaming is impossible.. Virgin have sent 3 engineers now. The first said utilisation issue which was closed on 10/04. The second changed the hub. The third changed a connector on the line from the wall to the hub and tweeked the settings. The ping was lowe after this but the spikes were still there. My mate lives next door he's on the same supplier as me and he has the exact same issue. i guess I'll have to get them back out and see what they say. Tbh I don't think they have a clue though. thanks Morty Link to comment Share on other sites More sharing options...
Zennon Posted April 30, 2019 Share Posted April 30, 2019 If next door has this issue then it has to be either an issue with the cables to / in the Virgin cabinet or somewhere from their backbone to the cabinet. morty_775 and Netduma Fraser 2 Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted April 30, 2019 Administrators Share Posted April 30, 2019 Yeah would agree and say this is down to VM. Also a tip, if you get an engineer out again remove the XR500 before they arrive as if they see you're using it they will most likely blame that morty_775 and Zennon 2 Link to comment Share on other sites More sharing options...
morty_775 Posted May 1, 2019 Author Share Posted May 1, 2019 Okay thanks. I'll do that tonight. They're coming out tomorrow so we will see if they can find a fault the 4th time 😂 Morty Zennon 1 Link to comment Share on other sites More sharing options...
Zennon Posted May 1, 2019 Share Posted May 1, 2019 I would mention that your neighbours are having the same problem and you expect the issue to be outside the property's. Netduma Jack 1 Link to comment Share on other sites More sharing options...
Netduma Staff Netduma Jack Posted May 1, 2019 Netduma Staff Share Posted May 1, 2019 3 hours ago, morty_775 said: Okay thanks. I'll do that tonight. They're coming out tomorrow so we will see if they can find a fault the 4th time 😂 ^ Cracking advice from Zennon above - ultimately pressure from more than one home can often spur them into action. If they catch wind that your neighbours are having issues as well it could help your case. Link to comment Share on other sites More sharing options...
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