Constant problems after moving to Hub 4

Hi CM16

Aside from the Network log that you posted you should also  copy paste the information from the Downstream, Upstream and  Configuration tabs.

You should also set up a quality monitor (BQM) on /thinkbroadband.com/broadband/monitoring/quality 

Thanks newapollo, taken advice and posted other info before asked:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
2 147000000 14.3 39 QAM256 2
1 139000000 14.5 39 QAM256 1
3 155000000 14.2 40.4 QAM256 3
4 163000000 14.1 39 QAM256 4
5 171000000 14.8 40.4 QAM256 5
6 179000000 15.3 40.4 QAM256 6
7 187000000 15.4 40.4 QAM256 7
8 195000000 15.5 40.4 QAM256 8
9 203000000 15.6 39 QAM256 9
10 211000000 15.7 40.4 QAM256 10
11 219000000 15.7 38.6 QAM256 11
12 227000000 15.6 40.4 QAM256 12
13 235000000 15.8 40.4 QAM256 13
14 243000000 15.7 40.4 QAM256 14
15 251000000 15.6 40.4 QAM256 15
16 259000000 15.7 40.9 QAM256 16
17 267000000 15.7 40.4 QAM256 17
18 275000000 16.2 40.4 QAM256 18
19 283000000 16 40.4 QAM256 19
20 291000000 16 40.4 QAM256 20
21 299000000 15.9 40.4 QAM256 21
22 307000000 15.8 40.9 QAM256 22
23 315000000 16.2 40.4 QAM256 23
24 323000000 16.4 39 QAM256 24
25 331000000 16.4 40.4 QAM256 25
26 339000000 16.4 40.9 QAM256 26
27 347000000 16.1 40.4 QAM256 27
28 355000000 15.9 40.4 QAM256 28
29 363000000 15.9 39 QAM256 29
30 371000000 15.9 40.4 QAM256 30
31 379000000 15.8 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
2 Locked 38.983261 0 0
1 Locked 38.983261 0 0
3 Locked 40.366287 0 0
4 Locked 38.983261 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 38.983261 0 0
10 Locked 40.366287 0 0
11 Locked 38.605377 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.946209 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.946209 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
25 Locked 40.366287 0 0
26 Locked 40.946209 0 0
27 Locked 40.366287 0 0
28 Locked 40.366287 0 0
29 Locked 38.983261 0 0
30 Locked 40.366287 0 0
31 Locked 40.366287 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1840 QAM4096 424

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 42 16.3 63758444 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 40.3 5120 KSym/sec QAM64 3
2 23600000 39.5 5120 KSym/sec QAM64 5
3 30100000 39.8 5120 KSym/sec QAM64 4
4 43100000 40.8 5120 KSym/sec QAM64 2
5 49600000 41 5120 KSym/sec QAM64 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.4 44.6 2K QAM128

3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 208 53.4 0 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt060-b.cm

Primary Downstream Service Flow
SFID
52380
Max Traffic Rate
287500061
Max Traffic Burst
42600
Min Traffic Rate
0

Primary Upstream Service Flow
SFID
52379
Max Traffic Rate
27500061
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

Power levels are way too high. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

All the downstream power levels vastly exceed the preferred range of  -7 to + 7 dBmV.

When the Hub 4 was installed was an attenuator removed from the coax cable ?
If not, an engineer visit is required to correct the downstream power levels, 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
2 147000000 14.3 39 QAM256 2
1 139000000 14.5 39 QAM256 1
3 155000000 14.2 40.4 QAM256 3
4 163000000 14.1 39 QAM256 4
5 171000000 14.8 40.4 QAM256 5
6 179000000 15.3 40.4 QAM256 6
7 187000000 15.4 40.4 QAM256 7
8 195000000 15.5 40.4 QAM256 8
9 203000000 15.6 39 QAM256 9
10 211000000 15.7 40.4 QAM256 10

across all channels to ...  

30 371000000 15.9 40.4 QAM256 30
31 379000000 15.8 40.4 QAM256 31

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 42 16.3 63758444 0

The Upstream levels are actually good, so what you need is a "forward path attenuator" to bring the downstream lower by 6-10db.   

Do NOT let them use a generic wideband attenuator, because that will mess up your upstream levels & cause more issues.