Forum Discussion

wago's avatar
wago
Joining in
6 days ago

Hub 5 dropping signal

Hi, 

Had the 1gig service for a couple of months now and it was okay for a few weeks in the beginning, but since then it will drop several times a day. We had an engineer out last Monday and he fixed the external and internal entry points, and it was okay for about a day or so before going back to how it previously was.

I've noticed a lot of US profile assignment changes but I have no idea what's normal for that.

Is there a way somebody here could run checks for me please, to save hours on the phone? Thanks in advance.

10 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 days ago

    Please provide a full set of stats, as per:

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • wago's avatar
      wago
      Joining in
      5 days ago

      3.0 Downstream channels
      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1 435000000 6.6 41 QAM 256 4
      2 411000000 6.9 41 QAM 256 1
      3 419000000 6.8 41 QAM 256 2
      4 427000000 6.8 41 QAM 256 3
      5 443000000 6.2 40 QAM 256 5
      6 451000000 5.9 40 QAM 256 6
      7 459000000 5.7 40 QAM 256 7
      8 467000000 5.5 40 QAM 256 8
      9 475000000 5.3 40 QAM 256 9
      10 483000000 5 40 QAM 256 10
      11 563000000 3.6 40 QAM 256 20
      12 571000000 3.4 40 QAM 256 21
      13 579000000 3.4 40 QAM 256 22
      14 587000000 3.5 40 QAM 256 23
      15 595000000 3.6 40 QAM 256 24
      16 603000000 3.6 40 QAM 256 25
      17 611000000 3.6 40 QAM 256 26
      18 619000000 3.6 40 QAM 256 27
      19 627000000 3.6 40 QAM 256 28
      20 635000000 3.8 40 QAM 256 29
      21 643000000 4.1 40 QAM 256 30
      03/11/2025, 19:20 Hub 5
      https://192.168.0.1 1/4
      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      22 651000000 4.3 40 QAM 256 31
      23 659000000 4.5 40 QAM 256 32
      24 667000000 4.7 40 QAM 256 33
      25 675000000 5 40 QAM 256 34
      26 683000000 5.2 41 QAM 256 35
      27 691000000 5.2 41 QAM 256 36
      28 699000000 5.6 41 QAM 256 37
      29 707000000 5.4 41 QAM 256 38
      30 715000000 5.1 41 QAM 256 40
      31 723000000 5 41 QAM 256 41
      3.0 Downstream channels
      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1 Locked 41 237 0
      2 Locked 41 125 0
      3 Locked 41 139 0
      4 Locked 41 177 0
      5 Locked 40 292 0
      6 Locked 40 437 0
      7 Locked 40 438 0
      8 Locked 40 502 0
      9 Locked 40 542 0
      03/11/2025, 19:20 Hub 5
      https://192.168.0.1 2/4
      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      10 Locked 40 1754 0
      11 Locked 40 3257 0
      12 Locked 40 4519 0
      13 Locked 40 7900 0
      14 Locked 40 7832 0
      15 Locked 40 7526 0
      16 Locked 40 7847 0
      17 Locked 40 8153 0
      18 Locked 40 9258 0
      19 Locked 40 10691 0
      20 Locked 40 10541 0
      21 Locked 40 10956 0
      22 Locked 40 10791 0
      23 Locked 40 10651 0
      24 Locked 40 9074 0
      25 Locked 40 8560 0
      26 Locked 41 7000 0
      27 Locked 41 7431 0
      28 Locked 41 6655 0
      29 Locked 41 7301 0
      30 Locked 41 9218 0
      31 Locked 41 9428 0
      03/11/2025, 19:20 Hub 5
      https://192.168.0.1 3/4
      3.1 Downstream channels
      Channel Channel
      Width (MHz)
      FFT
      Type
      Number of Active
      Subcarriers
      Modulation
      (Active Profile)
      First Active
      Subcarrier (Hz)
      39 190 4K 3736 QAM 4096 148
      3.1 Downstream channels
      Channel
      ID
      Locked
      Status
      RxMER
      Data (dB)
      PLC Power
      (dBmV)
      Corrected errors
      (Active Profile)
      Uncorrectable errors
      (Active Profile)
      39 Locked 0 3.6 4264045546 247

      • wago's avatar
        wago
        Joining in
        5 days ago

        3.0 Upstream channels
        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        0 49600000 44.8 5120 QAM 64 1
        1 43100000 44.5 5120 QAM 64 2
        2 36600000 44.3 5120 QAM 64 3
        3 30100000 44.8 5120 QAM 64 4
        4 23600000 44.8 5120 QAM 64 9
        3.0 Upstream channels
        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0 ATDMA 0 0 0 0
        1 ATDMA 0 0 0 0
        2 ATDMA 0 0 0 0
        3 ATDMA 0 0 0 0
        4 ATDMA 0 0 1 0
        3.1 Upstream channels
        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        10 10.4 39.5 2K QAM 256
        3.1 Upstream channels
        Channel Channel
        Type
        Number of Active
        Subcarriers
        First Active
        Subcarrier (Hz)
        T3
        Timeouts
        T4
        Timeouts
        10 OFDMA 208 74000000 0 0

  • wago's avatar
    wago
    Joining in
    5 days ago

    Sorry wouldn't let me copy and paste the first two as forum software said it had html tags

  • Tudor's avatar
    Tudor
    Very Insightful Person
    4 days ago

    With those downstream stats you probably need a technician’s visit unless there is a local area fault. 

    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 service status page, 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. This board is not a fault reporting system.

    • wago's avatar
      wago
      Joining in
      4 days ago

      Thank you very much for your reply. What is it in the downstream that gives you that info? Not doubting you, trying to expand my knowledge 😄

      • Tudor's avatar
        Tudor
        Very Insightful Person
        4 days ago

        Pre RS errors are high, although these are correctable they can impact performance. I would only expect figures like this if you had not power cycled your hub for over a year.

  • DA65's avatar
    DA65
    On our wavelength
    4 days ago

    I have this same situation and would be interested to understand the issue with the downstream stats.  Have put off reporting by phone since broadband working ok so no "Fault" to report.

    • wago's avatar
      wago
      Joining in
      2 days ago

      good luck! I'm patiently awaiting a response on here as don't have time for messing on the phone