HUB 5 High latency since install
 

Hi,

After fitting the SHUB 5, I'm getting some big ping spikes. Any ideas? The SHUB3 in modem mode was fine, no latency issues or anything. I use the SHUB5 in modem mode BTW connected to my RT-AX86U.

I've had an engineer out who said the line was fine. He swapped the SHUB5 out with another one and checked outside and inside and said everything was in spec.

Now I've shown both these images from the SHUB5 network page and he said he'd never seen that before with the power levels.

https://www.cableforum.uk/images/local/2022/11/1.jpg

https://www.cableforum.uk/images/local/2022/11/2.jpg

This issue has only arisen since the SHUB5 was installed, my internet has been perfectly fine before this. No over-subscriptions, congestion or anything like that.

Here is my BQM:

https://www.cableforum.uk/images/local/2022/11/8.png

Could the power supply that came with the SHUB5 be an issue? I'm at a total loss as to what could be the issue.

Any input would be greatly appreciated.

Thanks,

Re: HUB 5 High latency since install
 

It's normal to get the odd spike on Hub5 but not like yours, I would try using it in router mode to see if it goes away.

Re: HUB 5 High latency since install
 

Tried that with nothing in the house connected to it, still the same...

Re: HUB 5 High latency since install
 

Could the power supply that came with the SHUB5 be an issue?

No.

If the second Hub 5 is behaving the same as the first, then it has to be a network fault.

Have you tried calling 0800 561 0061 This is the direct fault line, it goes down to postcode level.

Re: HUB 5 High latency since install
 

Ok,

So I reverted back to the HUB3 and now all is OK again.

However, sometime in mid September I got a text from VM to inform me some maintenance was to happen to improve the network.

Ever since then, my upload had gone from 35mbps to around 25mbps. This is now still the same, but when I was on the HUB5, the upload went back up to what it should have been to.

Anyone know what's going on?

BQM. You can see when the HUB3 was back online quite clearly...
https://www.cableforum.uk/images/local/2022/11/8.png

Re: HUB 5 High latency since install
 

Wrong graph image you posted

I'd be pissed off if I had to revert to an inferior piece of kit, less down stream channels no wifi6, had you been noticing any issue other than a terrible graph?

Re: HUB 5 High latency since install
 

I'm very lucky. Since updating our graphs and speed has been pretty much on the nose....

https://www.thinkbroadband.com/broad...10-11-2022.png

Re: HUB 5 High latency since install
 

Yes, terrible lag at times on PS5 and Xbox.

BQM now:

https://www.thinkbroadband.com/broad...10-11-2022.png

Re: HUB 5 High latency since install
 

How many upstream channels should I have on the 500meg package?

Re: HUB 5 High latency since install
 

Your latest BQM does not indicate that high lag times are likely. There'll be a reason, but not the Hub 5.

Also, unless I've missed it, we don't know whether or not your gaming device connect via WiFi.

Re: HUB 5 High latency since install
 

They do, but no such issues since the HUB3 is back in.

I think the upload not showing in the HUB5 and having only 26mbps upload on the HUB3 are a clue as to why I had problems.

These upload issues only came when VM sent me a text mid September telling me they were doing some routine maintenance in the area.

My upload speed was always bang on before this. My upload was also back to speed on the HUB5, but with massive ping spikes...

https://www.cableforum.uk/images/local/2022/11/4.jpg

Re: HUB 5 High latency since install
 

Can't see a clear imagine, but you should have at least 4 upstream, reboot the hub again, see if that fixes it

Re: HUB 5 High latency since install
 

No amount of reboots makes a difference, still the same.

https://www.cableforum.uk/images/local/2022/11/5.jpg

Re: HUB 5 High latency since install
 

You need a engineer out to fix this, if you don't report the fault it may not get fixed for you

Re: HUB 5 High latency since install
 

It may be worth checking with a neighbour as to whether or not they have only one upstream channel. If everyone in your locality only has one upstream channel, then latency lag is guaranteed due to contention. This sort of thing (as in common) is usually down to misconfiguration at the VM end.

Re: HUB 5 High latency since install
 

I have, I shown the engineer when he came to look at the HUB5. he said its being reported to Networks or something like that.

---------- Post added at 10:07 ---------- Previous post was at 10:06 ----------

Hmm, bit tricky. They are older and wont have a clue. Do all VM speeds have 4 upstream channels?

Re: HUB 5 High latency since install
 

I believe all VM have atleast 4, sometimes 5 and 6.

Re: HUB 5 High latency since install
 

Thanks for this information. I appreciate all your help. I'll update the thread when I get more feedback from VM.

Re: HUB 5 High latency since install
 

If you login to the My Virginmedia app and click on 'Status' it may tell you if there is an issue in your area.

Re: HUB 5 High latency since install
 

No known issues. Another engineer coming out Wednesday....

Re: HUB 5 High latency since install
 

Just to update the thread, another VM technician came out today. He checked and could only see one upstream on his phone. Took my Hub3 to the cabinet across the road and confirmed that at the cab there was only one upstream too. He said "Networks" would come out tomorrow and fix.

Do you think this is why the HUB5 was acting up, especially as it wasn't reporting the upload channels at all?

Re: HUB 5 High latency since install
 

Re: HUB 5 High latency since install
 

It's a shame you got rid of the Hub 5, not sure if you could easily get it back.

Re: HUB 5 High latency since install
 

To be honest I never trust this as Virgin doesn't always update it.

I've seen me having issues for a few days and this was never updated even though it was an area issue with others with the same issues.

Re: HUB 5 High latency since install
 

I actually still have it.

Re: HUB 5 High latency since install
 

It may still be associated with your account. So try it.

Re: HUB 5 High latency since install
 

I don't think it is. The technician had on his phone a list of devices associated with my account and the Hub3 was showing, not the 5. Will wait to see if the above issue gets fixed then do the swap over.

Will update the thread when it happens.

Re: HUB 5 High latency since install
 

It'll be on your account, but not have any services assigned. If you want to start using it you'll need to get VM to move the services from the other hub

Re: HUB 5 High latency since install
 

Yeah I'll wait till the issue is fixed and then transfer over.

Re: HUB 5 High latency since install
 

Still not fixed. Do VM have a timescale that they have to fix issues like this in?

Am I also in contention for compensation seeing as I'm not getting full upload?

Re: HUB 5 High latency since install
 

Depends on the number of customers affected. Did they give you a fault ticket number?

Re: HUB 5 High latency since install
 

No. It was an engineer who works on installs who diagnosed the cabinet issue.

As Sepiroth said, I would imagine it affects quite a few customers on my housing estate.

He left a ref on a piece of paper, but I'm unsure as to what this is.....

Re: HUB 5 High latency since install
 

Just got my SuperHub 5 today.
The Wi-Fi on the SH3 was appalling so I had an ASUS router and was getting about 185MB in my bedroom two floors away from my router on 600MB
Installed my SH5 and get the same or more without a separate router on 1Gb.
I’m happy.
I’m paying £1/month more than I was and had to change from vVirgin Mobile to O2 but now get 1Gb instead of 600Mb and also have Netflix so no longer have to pay the £3/month I was paying.
All in all, I’m a happy bunny.

Re: HUB 5 High latency since install
 

A network ticket number is F followed by 9 digits.

Re: HUB 5 High latency since install
 

It's not that then. I'll give them time to try and rectify.

Re: HUB 5 High latency since install
 

Issue finally sorted today. All 5 upload streams back and upload speed back to normal. We got there in the end!

Re: HUB 5 High latency since install
 

Re: HUB 5 High latency since install
 

Just an update. Now have the HUB5 finally installed and everything is all OK still.

Graph looks good:

https://www.thinkbroadband.com/broad...14-03-2023.png

No idea what the spikes are, but seem to come and go early in morning.

Re: HUB 5 High latency since install
 

Looks good, might be router related on the spikes, if it has tasks running at those hours.