Packet Loss with Hub 5 since 21/05/23

[Grey1]

Been having issues with connectivity when streaming and online gaming since 21/05/23.

Tried the usual troubleshooting methods however VM call center found no issues on their end on 01/06 and suggested a pin-hole reset. Issue was unresolved after the factory reset and as a last ditch effort I attached a 3db attenuator provided to us by VM 5+ years ago for a similar problem. Connection was stable and working again so I can confidently say it's a power issue with the hub. Satisfied that things were back to normal and reluctant to be shot down over the phone again, I left the attenuator on and hoped the patch would last. Unfortunately on 16/06 the problems returned and seem to coincide with an engineer helping us connect our home telephone's to the Hub 5. My attenuator hotfix isn't saving me and I've read that VM are more helpful on the forums than over the phone so here I am.

Below is a snapshot from my BQM via https://www.thinkbroadband.com/ and a screenshot from a test using https://packetlosstest.com/ . Also below are the logs from the hub settings page which are with the attenuator removed and AFTER another pin-hole reset performed today (17/06) on the hub. If there's anything additional I should attach please let me know. Hoping for a resolution asap, it's depressing to have to solve the issue yourself and for the call center to refuse help just because their diagnostic doesn't detect a problem that's clearly there.

[Grey1]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	330000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330000000	4.1	38	QAM 256	25
2	138000000	4.7	37	QAM 256	1
3	146000000	4.6	38	QAM 256	2
4	154000000	4.4	37	QAM 256	3
5	162000000	4.2	38	QAM 256	4
6	170000000	4.1	38	QAM 256	5
7	178000000	4.1	38	QAM 256	6
8	186000000	4.2	38	QAM 256	7
9	194000000	4.2	38	QAM 256	8
10	202000000	3.9	38	QAM 256	9
11	210000000	3.8	38	QAM 256	10
12	218000000	3.5	38	QAM 256	11
13	226000000	3.1	38	QAM 256	12
14	234000000	2.9	38	QAM 256	13
15	242000000	2.5	38	QAM 256	14
16	250000000	2.6	38	QAM 256	15
17	258000000	2.9	38	QAM 256	16
18	266000000	3.3	38	QAM 256	17
19	274000000	3.5	38	QAM 256	18
20	282000000	3.7	38	QAM 256	19
21	290000000	4	39	QAM 256	20
22	298000000	4.1	39	QAM 256	21
23	306000000	4.2	39	QAM 256	22
24	314000000	4.1	39	QAM 256	23
25	322000000	4.1	38	QAM 256	24
26	338000000	4.2	39	QAM 256	26
27	346000000	4.1	39	QAM 256	27
28	354000000	3.8	39	QAM 256	28
29	362000000	3.6	39	QAM 256	29
30	370000000	3.3	39	QAM 256	30
31	378000000	3	39	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38	8009	1825
2	Locked	37	258	13544
3	Locked	38	1319	20355
4	Locked	37	1969	19313
5	Locked	38	3851	29249
6	Locked	38	713	4960
7	Locked	38	974	26463
8	Locked	38	33141	77007
9	Locked	38	37397	34455
10	Locked	38	45582	29925
11	Locked	38	30703	63149
12	Locked	38	23911	39721
13	Locked	38	44226	17532
14	Locked	38	64767	24955
15	Locked	38	48392	71648
16	Locked	38	64142	67528
17	Locked	38	53763	35625
18	Locked	38	59595	63398
19	Locked	38	32931	11851
20	Locked	38	40402	11603
21	Locked	39	39693	15823
22	Locked	39	114570	9345
23	Locked	39	52364	13163
24	Locked	39	43280	4059
25	Locked	38	38671	12814
26	Locked	39	91286	10004
27	Locked	39	42005	3373
28	Locked	39	65411	3421
29	Locked	39	81377	8242
30	Locked	39	30620	24777
31	Locked	39	47048	41447

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	43.3	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	42.8	5120	QAM 64	3
3	30100000	42.8	5120	QAM 64	4
4	23600000	42.8	5120	QAM 64	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	6	0	0
1	ATDMA	0	6	0	0
2	ATDMA	0	6	0	0
3	ATDMA	0	6	0	0
4	ATDMA	0	6	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

35902

1230000450 bps

42600bytes

0 bps

35904

128000 bps

3044bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

35901

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

35903

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

[Grey1]

Network Log

Time Priority Description

17-06-2023 15:25:57	notice	REGISTRATION COMPLETE - Waiting for Operational status
17-06-2023 15:25:53	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:48	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:34	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:32	notice	Honoring MDD; IP provisioning mode = IPv4
17-06-2023 15:25:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:17	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:25:09	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:46	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:41	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:36	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:24	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:19	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:16	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:13	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:24:01	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:22:20	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:21:44	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:21:39	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:21:34	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:20:20	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:20:02	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:19:50	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
17-06-2023 15:19:50	notice	CM-STATUS message sent. Event Type Code: 20; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-06-2023 15:19:50	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
17-06-2023 15:19:50	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[carl_pearce]

With the number of 'Post RS Errors', and taking into consideration there are less 'Pre RS Errors' on a lot of channels, I'd suggest you have a bad HUB.

[newapollo]

---

@Grey1 wrote:

Also below are the logs from the hub settings page which are with the attenuator removed and AFTER another pin-hole reset performed today (17/06) on the hub. 

---

VM Forum Staff don't tend to frequent the Chatter/natter boards so I've moved  your post to the broadband section

The pinhole reset you performed should have reset all counters to zero.

The hub needs to be factory reset and then post the logs again in a couple of hours.

Factory reset the hub by removing all ethernet cables from the hub, and keep the reset button pushed in for a timed 60 seconds, then leave the hub alone for 6 or 7 minutes whilst it settles down

This should then provide a visual representation of how quickly the errors are occuring.

[Grey1]

Thanks newapollo, I hope it gets attention.

Also, those logs are after I performed the pin-hole reset this morning. I made the forum post a couple of hours after so I believe it's had time to report the errors. I recall seeing them at 0 when I logged into the hub settings after the factory reset.

[legacy1]

---

@carl_pearce wrote:

With the number of 'Post RS Errors', and taking into consideration there are less 'Pre RS Errors' on a lot of channels, I'd suggest you have a bad HUB.

packet loss says upstream not a downstream problem 

[carl_pearce]

---

@legacy1 wrote:

---

@carl_pearce wrote:

With the number of 'Post RS Errors', and taking into consideration there are less 'Pre RS Errors' on a lot of channels, I'd suggest you have a bad HUB.

packet loss says upstream not a downstream problem 

---

So you are suggesting the RS Errors are not an issue?

[Liamdoc081]

Friday

Friday

I recently upgraded to gig1 broadband gif the hub 5 this was 5th may 2023 and since I've had it my wifi speeds are very slow and it also loses connection several times a day most times full loss of eifi my tv services are going of and on and my land line csnt receive calls or make calls I've complained to virhin over 20 times they have done nothing not even compensation for fill loss of land line services this has  been for over a month now 

[Grey1]

Spoke with an agent on the phone today and as expected was advised to perform another factory reset and call back after 24 hours. Call center is vehemently against sending out technicians, I cannot recommend more against calling them. Decided to try using the app again (previously ordered VM mesh pods using it) and within 20m I had booked an engineer for Wednesday 21/06. All I had to do was answer some basic troubleshooting questions, I didn't even get a chance to offer any additional information before the agent had assessed that my issue needed staff on-site. I can't understand the disparity between the 2 services but I'm just glad someone is coming to help.