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ads_uk's avatar
ads_uk
Tuning in
9 months ago

HUB 4 Packet Loss - Rebooting Issues

Hi All,
Having issues with Hub 4 connection and speed (when it's on)

I received an email on the 7th September from VM that said "We've spotted an issue with your broadband connection" and went on to say that their smart support uses clever tech to check broadband performance in the background and we've noticed that your broadband is not as fast and reliable as it should be - dont worry we've already applied a remoted overnight fix"
Then on the 9th September at 8:36 a further email from VM "Good News - Your connections in tip-top shape" The issue's been resolved and you're now getting a much more reliable connection.
We will continue to monitor things and be in touch if we need to update you on anything"

Well from 8:36 and still happening as I'm typing this - the Hub 4 white light goes from Solid Bright, Dull-White, Flashes off and on - and this has been occurring non-stop since yesterday @ 8:36.

I've tried reaching out to support by phone and the chap kept assuring me that there was nothing wrong with the Hub 4 or the internet connection --- kept referring it to wifi even when I told him I'm using Wired and Wifi (it's amazing how many people refer to internet / broadband as "WIFI")
He said that the connection is working perfectly (yet even the VM status shows there is an issue) but will escalate to 2nd level which will monitor for next 48hrs.

This is no good as it's been since 7th I've had issues but they dont care.
I also enquired about a replacement Hub - he said that a replacement would cost £50 and if I wanted the Hub 5 we will have to review your contract and increase your connection -- I'm on Gig1!!

So what I've done since the 9th "all good" email:
Turned off hub for 10mins then switched back on.
Waited 1hr to ensure all was ok but it was still cycling through Solid White light to Dull to off.
Pin hole reset.
Samknows/realspeed shows speed to the hub is 950-1000, but download speeds on the devices is not reaching over 100mb - thats on an iphone 14, Pixel 7 pro and an dell laptop (wired)

All still the same.
Thinkbroadband shows that there is a high packet loss.

Any ideas or is it a case of me having to wait for the 12th until a engineer comes out - looks in the cabinet and says all is fine? 



<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f8b1074-10-09-2024"><img alt="My Broadband Ping - Virgin Media Hub4" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f8b1074-10-09-2024.png" /></a>


10 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    9 months ago

    BQM looks dreadful !  Can you do this.....

    Firstly, check for any “known network faults in your location - call the “check service,“free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    If nothing is reported there...

    Switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax 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 or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch it on again and leave 5 minutes

    Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    When all done, check back in the settings and ensure that the RS error counts and T3 errors did 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 64 any less is an issue

  • ads_uk's avatar
    ads_uk
    Tuning in
    9 months ago

    I have 4 tables under Downstream:

    3.0 Downstream channels

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

    136225000012.59999838.605377QAM2561
    237025000012.50000038.605377QAM2562
    337825000011.90000237.636276QAM2563
    438625000011.69999738.605377QAM2564
    539425000012.00000038.605377QAM2565
    640225000012.19999738.605377QAM2566
    741025000011.80000338.605377QAM2567
    841825000011.19999738.605377QAM2568
    942625000011.19999737.636276QAM2569
    1043425000011.80000338.605377QAM25610
    1144225000011.69999738.605377QAM25611
    2857825000010.09999838.983261QAM25628
    2958625000010.30000337.355988QAM25629
    3059425000010.69999737.636276QAM25630
    3160225000010.50000037.636276QAM25631
    3261025000010.40000238.605377QAM25632
    3361825000010.30000337.636276QAM25633
    3462625000010.69999737.636276QAM25634
    3563425000010.80000337.355988QAM25635
    366582500009.90000237.636276QAM25636
    3866625000010.50000037.636276QAM25638
    3967425000010.69999737.636276QAM25639
    4068225000010.00000037.636276QAM25640
    416902500009.50000037.636276QAM25641
    3769825000010.19999737.636276QAM25637
    4270625000010.80000337.636276QAM25642
    4371425000010.50000037.355988QAM25643
    447222500009.59999837.355988QAM25644
    457302500009.50000038.605377QAM25645
    467382500009.80000337.636276QAM25646
    477462500009.90000237.636276QAM25647



    3.0 Downstream channels

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

    1Locked38.60537700
    2Locked38.60537700
    3Locked37.63627600
    4Locked38.60537700
    5Locked38.60537700
    6Locked38.60537700
    7Locked38.60537700
    8Locked38.60537700
    9Locked37.63627600
    10Locked38.60537700
    11Locked38.60537700
    28Locked38.98326100
    29Locked37.35598800
    30Locked37.63627600
    31Locked37.63627600
    32Locked38.60537700
    33Locked37.63627600
    34Locked37.63627600
    35Locked37.35598800
    36Locked37.63627600
    38Locked37.63627600
    39Locked37.63627600
    40Locked37.63627600
    41Locked37.63627600
    37Locked37.63627600
    42Locked37.63627600
    43Locked37.35598800
    44Locked37.35598800
    45Locked38.60537700
    46Locked37.63627600
    47Locked37.63627600



    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    48964K1840QAM4096759


    3.1 Downstream channels

    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    48Locked399.3199509110

     

     

     

  • ads_uk's avatar
    ads_uk
    Tuning in
    9 months ago

    4 tables in upstream as well:

    3.0 Upstream channels

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

    13660000041.2705995120 KSym/sec64QAM3
    24310000041.5205995120 KSym/sec64QAM2
    32360000040.5205995120 KSym/sec64QAM9
    43010000040.7705995120 KSym/sec64QAM4
    54960000042.0205995120 KSym/sec64QAM1



    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1US_TYPE_ATDMA0000
    2US_TYPE_ATDMA0000
    3US_TYPE_ATDMA0000
    4US_TYPE_ATDMA0000
    5US_TYPE_ATDMA0000



    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    1010.445.62KQAM128


    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    10OFDMA20853.400

     

    Configuration Tab:

    General Configuration

    Network access
    true
    Maximum Number of CPEs
    1
    Baseline Privacy
    true
    DOCSIS Mode
    3.1
    Config file
    cmreg-vmdg640-bbt076-b.cm



    Primary Downstream Service Flow

    SFID
    27500
    Max Traffic Rate
    1230000450
    Max Traffic Burst
    42600
    Min Traffic Rate
    0



    Primary Upstream Service Flow

    SFID
    27499
    Max Traffic Rate
    110000274
    Max Traffic Burst
    42600
    Min Traffic Rate
    0
    Max Concatenated Burst
    42600
    Scheduling Type
    bestEffort

     

    Network log

    Network Log

    Time Priority Description
    Tue Sep
    10    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu Jan
    		4Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=XXXXXXXXXXXXCMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;

     

    • ads_uk's avatar
      ads_uk
      Tuning in
      9 months ago

      Done the tests via the same method as before iphone 14, Pixel 7 pro and a dell laptop (wired) changing the Cat 6 for another cat 6 made no difference. Still less than 100mb.

       

  • ads_uk's avatar
    ads_uk
    Tuning in
    9 months ago

    Sorry device link speed?

    If you mean wired to the laptop it's:

    Ethernet port 1 - 68, port 2 - 66, port 3 - 61 and port for 67.

    I've had yet another one of those something wrong emails followed by an engineer will be out between 4pm and 7pm..

    At least they can see something is definitely wrong.

  • ads_uk's avatar
    ads_uk
    Tuning in
    9 months ago

    Wi-fi: Speed 866.7Mbps

    Ethernet: Speed 2Gbps

    Everything appears tombe working fine this morning. 

    think broadband  

    VM service status still states issue with broadband and tv.

    VM decided to cancel engineer for today and rearrange it for the following day.