Apologies for starting yet another thread on this but I cannot find an open thread to post my findings on.
Tidal has been my main musical source for almost a year and it has been working perfectly well until the drop-outs started about a month ago. I tried all the obvious things like swapping ports on the hub before a search on here showed me just how common the problem is. Having just upgraded my Virgin 200 Mbs broadband to their 300Mbs service I was fairly certain it wasn't bandwidth related which was confirmed by Simon's posts stating that the problem is caused by latency. Then the penny dropped - my problem started at the same time that Virgin changed my Superhub 2 to a Superhub 3 which was required for the 300 Mbs connection.
I spoke to Virgin and both their 1st and 2nd line support denied all knowledge of any problems with the Superhub 3. However, I have found something on google which explains things. It appears that some modem manufacturers have stopped using a Broadcom chipset in their cable modems and replaced it with the Intel Puma 6 and any cable modem that uses the Intel chipset could have the problem. There's actually an ongoing lawsuit over this and the following extract comes from a website which explains the cause:
According to the lawsuits, the root of the problem is the cable modem manufacturers' decision to swap out the Broadcom chipset in their modems with the Puma 6 chipset from Intel Corporation. Arris told online technology websites that the problem stems from Intel’s Puma 6’s chipset, which causes cable modems to suffer from significant jitter and latency on their network connections. Reports on multiple websites and forums indicate that these cable modems suffer from "latency jitter so bad it ruins online gaming and other real-time connections." Intel has also confirmed the defect, stating that the company is "aware of an issue with the Puma 6 system-on-chip software that impacts latency," but after numerous months, it has failed to release any update that fixes the issue.
I'm not sure what the forum rules are about posting links so if you google "Netgear Arris defective cable modems" then go to the classactionlawyers link dated 21 Apr 2017 you can read the article, there's also a list of the affected cable modems, the Virgin Superhub 3 being amongst them.
As a short term fix I've spoken to Virgin about reverting to the Superhub 2 and 200 Mbs broadband but they're sending an 'engineer' out tomorrow to see if he can do anything first..........