Hi All - I am still experiencing a lot of problems with 1G package.Approx month or two ago I received new Hub5 as old one just broke down. Things were bit better for few weeks but then recently online gamming became again - IMPOSSIBLE!!! I noticed that I am getting quite few post errors with new hub after the restart. Does this look normal?3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 14110000005.337QAM 256124190000005.338QAM 25623427000000538QAM 256344350000004.238QAM 256454430000003.437QAM 256564510000004.137QAM 256674590000004.938QAM 256784670000005.338QAM 256894750000005.438QAM 2569104830000005.538QAM 25610114910000005.738QAM 25611124990000005.838QAM 25612135070000005.738QAM 25613145150000005.638QAM 25614155230000005.838QAM 2561516531000000638QAM 25616175390000006.338QAM 25617185470000006.338QAM 25618195550000006.438QAM 25619205630000006.438QAM 25620215710000006.538QAM 25621225790000006.538QAM 25622235870000006.538QAM 25623245950000006.538QAM 25624256030000006.638QAM 25625266110000006.538QAM 25626276190000006.638QAM 25627286270000006.538QAM 25628296350000006.338QAM 25629306430000006.338QAM 25630316510000006.238QAM 25631326590000006.338QAM 256323.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked37189852Locked381831393Locked3816104Locked381701425Locked371981416Locked371751067Locked38180518Locked38167609Locked3821311710Locked381576211Locked381384212Locked381364613Locked381344614Locked381576915Locked381376916Locked381306417Locked381213018Locked38127919Locked381201120Locked381081021Locked381151022Locked381112823Locked381132524Locked381072325Locked381212026Locked38126027Locked38120028Locked38104029Locked38104030Locked38110031Locked3897032Locked3810003.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 159944K1840QAM 409611083.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159Locked406.340708528310 3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000039.55120QAM 64914310000038.55120QAM 641023660000038.55120QAM 641133010000037.85120QAM 641242360000037.55120QAM 64133.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00102ATDMA00003ATDMA00204ATDMA00003.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 141034.02KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 14OFDMA2007400000000

Start from a clean sheet - do this..Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.Also check the Upstream QAM’s are all at 64Report back if the errors reoccur

Van not see anything wrong with either internal or external socket to be fair. One thing that comes to mind is that external cabinet down the road with doors being always wide opened..... stats are even worst now....3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID14110000005.637QAM 256124190000005.937QAM 25623427000000637QAM 256344350000006.138QAM 256454430000006.137QAM 256564510000006.438QAM 256674590000006.237QAM 256784670000006.237QAM 25689475000000637QAM 256910483000000637QAM 25610114910000006.138QAM 2561112499000000638QAM 25612135070000005.838QAM 25613145150000005.838QAM 25614155230000005.838QAM 2561516531000000638QAM 25616175390000006.338QAM 25617185470000006.438QAM 25618195550000006.538QAM 25619205630000006.638QAM 25620215710000006.738QAM 25621225790000006.638QAM 25622235870000006.638QAM 25623245950000006.638QAM 25624256030000006.838QAM 25625266110000006.638QAM 25626276190000006.638QAM 25627286270000006.538QAM 25628296350000006.438QAM 25629306430000006.438QAM 25630316510000006.138QAM 2563132659000000638QAM 256323.0 Downstream channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked37358852Locked373511393Locked3732434Locked383471685Locked373791926Locked384072467Locked37363888Locked374022329Locked3752529310Locked3743425711Locked3844645712Locked3836726313Locked3842436114Locked3842719915Locked3840917716Locked3840415617Locked3838518418Locked3840520519Locked3847318720Locked3857621321Locked38112843222Locked38111071023Locked38101470224Locked38108367925Locked38137680026Locked382060164527Locked382597235028Locked382639290629Locked382457283230Locked382229255831Locked382070203032Locked38155711313.1 Downstream channelsChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)159944K1840QAM 409611083.1 Downstream channelsChannel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)159Locked417.23507960128738

Thanks for reaching out to us buchosmambo, and welcome back to our Community Forums! Sorry to hear of the issues experienced with the connection. I've been able to run through a flow and found no issues with the services currently present. Have you been experiencing connection issues over the course of the weekend? Is there currently a broadband quality monitor running on your connection at all? Thanks, David_Bn

Hi David_Bn - this is not normal at all This new Hub was ok for forts few weeks and slowly started developing the same issue as the previous one. Shortly before you responded to my message I restarted the Hub as suggested by one of the members. Since that reboot I am having large PING spikes 0 something I haven't had for a long time in BQM monitor (you can see yourself) Link to live BQM here. Once again we are back to square one - online gaming is imposable Please dont tell me that everything is ok because its not - whatever it is that you are monitoring at your end (your system) is not showing the true reflection of this line / connection. Its not hardware issue as I upgraded to new PS5 console - it happens on ethernet connection! And dont tell me that I have to keep restarting this hub every few days because that makes no difference at all! Your cabinet (old green style) is constantly open on our street. Can you send some one to inspect the cable please because this is also affecting our working from home!!!! The issue I am experiencing are:- (online gaming) extremally high ping on ethernet connection while playing on PS5 - when working from home (google meets works very slow/ picture quality is often very poor as well as sound)- some days I struggle to load websites on either laptops or mobile phone browsers - sometimes they load quick and other times it takes like 30s + to load basic BBC website.

So, I decided to use different port for ethernet cable in the HUB5 and all of the sudden connection while playing online games is much more stable with much less latency spikes....Don't really know what to think about this anymore.... whether it's a Hub's port that is faulty or some other external factors such as rain that were causing these spikes.... I will monitor over next few weeks and report back....

buchosmambo

On our wavelength

2 years ago

Constant problems with ethernet connection - New Hub

Hi All - I am still experiencing a lot of problems with 1G package.

Approx month or two ago I received new Hub5 as old one just broke down.

Things were bit better for few weeks but then recently online gamming became again - IMPOSSIBLE!!! I noticed that I am getting quite few post errors with new hub after the restart. Does this look normal?

3.0 Downstream channels

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

1	411000000	5.3	37	QAM 256	1
2	419000000	5.3	38	QAM 256	2
3	427000000	5	38	QAM 256	3
4	435000000	4.2	38	QAM 256	4
5	443000000	3.4	37	QAM 256	5
6	451000000	4.1	37	QAM 256	6
7	459000000	4.9	38	QAM 256	7
8	467000000	5.3	38	QAM 256	8
9	475000000	5.4	38	QAM 256	9
10	483000000	5.5	38	QAM 256	10
11	491000000	5.7	38	QAM 256	11
12	499000000	5.8	38	QAM 256	12
13	507000000	5.7	38	QAM 256	13
14	515000000	5.6	38	QAM 256	14
15	523000000	5.8	38	QAM 256	15
16	531000000	6	38	QAM 256	16
17	539000000	6.3	38	QAM 256	17
18	547000000	6.3	38	QAM 256	18
19	555000000	6.4	38	QAM 256	19
20	563000000	6.4	38	QAM 256	20
21	571000000	6.5	38	QAM 256	21
22	579000000	6.5	38	QAM 256	22
23	587000000	6.5	38	QAM 256	23
24	595000000	6.5	38	QAM 256	24
25	603000000	6.6	38	QAM 256	25
26	611000000	6.5	38	QAM 256	26
27	619000000	6.6	38	QAM 256	27
28	627000000	6.5	38	QAM 256	28
29	635000000	6.3	38	QAM 256	29
30	643000000	6.3	38	QAM 256	30
31	651000000	6.2	38	QAM 256	31
32	659000000	6.3	38	QAM 256	32

3.0 Downstream channels

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

1	Locked	37	189	85
2	Locked	38	183	139
3	Locked	38	161	0
4	Locked	38	170	142
5	Locked	37	198	141
6	Locked	37	175	106
7	Locked	38	180	51
8	Locked	38	167	60
9	Locked	38	213	117
10	Locked	38	157	62
11	Locked	38	138	42
12	Locked	38	136	46
13	Locked	38	134	46
14	Locked	38	157	69
15	Locked	38	137	69
16	Locked	38	130	64
17	Locked	38	121	30
18	Locked	38	127	9
19	Locked	38	120	11
20	Locked	38	108	10
21	Locked	38	115	10
22	Locked	38	111	28
23	Locked	38	113	25
24	Locked	38	107	23
25	Locked	38	121	20
26	Locked	38	126	0
27	Locked	38	120	0
28	Locked	38	104	0
29	Locked	38	104	0
30	Locked	38	110	0
31	Locked	38	97	0
32	Locked	38	100	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

6.3

4070852831

3.0 Upstream channels

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

0	49600000	39.5	5120	QAM 64	9
1	43100000	38.5	5120	QAM 64	10
2	36600000	38.5	5120	QAM 64	11
3	30100000	37.8	5120	QAM 64	12
4	23600000	37.5	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

34.0

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

OFDMA

200

74000000

28 Replies

jpeg1
Alessandro Volta
7 months ago
Interesting in those last readings that there is strong interference around 525MHz. It wasn't there previously.
- buchosmambo
  On our wavelength
  7 months ago
  I know... I checked cables and it all appears to be correct. Only thing I can think off is that cabinet at the end of the road being constantly opened - I will just wait for VM support to get back .....
  - Carley_S
    Forum Team
    7 months ago
    Do you have only the one wired device to test the connection on? Are you able to check to see if you get the connection issues wired on other devices?
    
    Have you tried checking if the wired connection has any issues when the hub is in modem mode rather than router mode?
jpeg1
Alessandro Volta
7 months ago
The BQM on the link you posted earlier looks very good apart from one brief episode of packet loss.
buchosmambo
On our wavelength
25 days ago
Me again - what a nightmare - lost for words.
Basically few weeks ago I received message from VM asking to restart the hub as their monitoring system discovered something wrong - I restarted the modem and then within few days I get the message saying that I need new cable installed - 3 cancelled visits later; I finally had new cable installed on 11th of November.
During the install of a new cable to our property, next door neighbor gets outside and speaks to Avon Cable contractors that she got cat out; I am thinking that's weird (their contractor made me aware that they might have to cut my old cable and that I will lose connection for few minutes so I was ok with that) while next door reports lack of service; I am still ok and have no interruptions. Contractor proceeds with cable installation and within few minutes they are ready to leave and As they were driving away; I briefly lost connection for circa 10 mins but everything was back to normal. I checked usual stats in the hub and noticed that signal on DS dropped down to around 0 (or few decimals within 0 ) - not sure of this is fine or not..... I also performed usual speed test but that was quite low - in the range of 100M or 700M near the Hub - My package is 1G - but I though give it another day and check then .
Today I noticed VM02 van in front of our house messing about in the junction box in the pavement in front of our house so I got out saying that my cable was replaced on Monday in case if he was doubled booked - turns out he was there to fix next doors supply as they got cut out yesterday. Hmm..... strange as that junction is on the opposite boundary to our next door so I would assume that only our cable runs in there straight through front garden into box on the wall to our house but as it stands there is another cable there - but no one knows its run/ path to next door. According to VM02 engineer - that cut cable was still live (signal detected) Anyways.... fast forward few minutes; he had to install temp cable running through our front; along the wall, above porch roof to next door as he was short of cable and that was the only (apparently) way he could have done it so entire cable length is pretty lose. He left exposed cable on sticking out of junction box which in my view creates trip hazard, also leaving exposed cable on the driveway where my son parks his car so no doubt that cable will get damaged pretty quickly.
I called VM today asking where this will rectified but I got usual; lack of availability and that VM operator will call me back - needles to say nobody called me back.
What is the recommended approach here - has anyone got any recommendations of how can we get this sorted please? Very awkward situation that just leads to unnecessarily problems!

Any help will be greatly appreciated.
Thanks
- John_GS
  Forum Team
  22 days ago
  Hi buchosmambo
  
  Thanks for posting and welcome back to the community. Sorry to hear of the exposed cabling.
  
  I'll send you a PM now to get some details and will reach out to the Field Team.

Forum Discussion

Constant problems with ethernet connection - New Hub

28 Replies

Related Content

Constant Issues With WIFI and LAN Connections

Constant calls from 0800 052 8675

IMAP server connection problem - blacklisted IP address

Connection problem

New Connection - Utterly Shambolic Service and Constant Issues.