Good morning!Not really sure where to start with this, but just after some advice.I'm on a Gig1 package from VM. Currently having constant intermittent dropouts every so often (these are so severe that they're affecting online gaming, getting kicked back to the lobby etc.). See attached photo of one of the many dropouts.Working in IT, I have my own setup. It's a basic network that pretty much goes like this: Hub 4 (modem mode) > Unifi Security Gateway > Switch > PC. I prefer to wire all of my equipment when possible. Wi-fi is managed by 2x Ubiquiti AP's. VM will often try to tell me that my network is configured incorrectly etc. I'm 99% sure I've configured my network correctly. It's a basic network without any VLAN's and the most 'advanced' thing on it is a L2TP VPN that I set up.Taking a peek at the omnibox outside the house, I have noticed another connection has been added. We're now on 1 in and 3 out on this line, is this normal?I've reset the hub 4 back to default factory settings as advised, but this hasn't helped. All Ubiquiti updates applied. I have a replacement hub 5 coming on Saturday but just wondered if it's normal to have such a busy omnibox?I'm not able to view the signal strength of the line as my Hub 4 doesn't allow me to log into the web management page. To get into this, I'll need to reboot the hub and quickly try to log into the hub when it comes back on. Even after rebooting the hub, the web management page will only work for 5 minutes before dying and refusing to load anything else... something on the backend isn't playing nicely.

Oh - I forgot to say - the splitter might be duff and not passing upstream properly, in which case the associated neighbour will be suffering the same as you.

Intermittent dropouts and very busy omnibox? | Virgin Media Community

22 Replies

Client62
Alessandro Volta
2 years ago
The last paragraph suggest this is another Hub 4 that is failing - the non functional admin menu being the clue.
- David192
  On our wavelength
  2 years ago
  Thanks for the quick reply, I'm guessing it's quite common for the hub 4's to go kaput?
Client62
Alessandro Volta
2 years ago
It started in the last couple of months, now there are new reports of Hub 4 issues every day.

Just as if a bad software update was taking the Hub 4 down,
but without the admin menu one can not see the software version.
Adduxi
Very Insightful Person
2 years ago
Hopefully this will be fixed along with the Hub 5 EEE issue ..... <sigh> It's been a bad firmware time for VM recently IMHO.
The extra cable attached to the splitter shouldn't affect the OP too much as the splitter loss was already in place. But without admin access to the console, it's anyones guess.
Sephiroth
Alessandro Volta
2 years ago
We definitely need to see your modem power levels.
Can you confirm that your only take one cable into your house from that splitter? If so, then VM are feeding two other properties from the splitter on your wall. If you are a longish way from the supplying street cabinet, then your power level will be attenuated and possibly below the required level.
I recommend that you attach a wired device to your external router, browse to the modem GUI on 192.168.100.1 and report the power levels.
The Hub 4 in modem mode is a reliable, stable device (imo) and people reporting problems with it generally blame the Hub for everything that could go wrong.
At very worst, if 192.168.100.1 doesn’t work, take your router off the Hub, plug a laptop straight into the Hub and get your readings that way.
Keep us posted.
- Adduxi
  Very Insightful Person
  2 years ago
  Unfortunately there are many complaints recently that the admin console on the Hub 4 is hanging at a blank white screen. Users have tried the usual ways to access as you have suggested to no avail. A pinhole reset sometimes will give a moments access, but after this none is available. It's a strange one really.
Sephiroth
Alessandro Volta
2 years ago
My Hub4 access 192.168.100.1 perfectly well. HW/SW version:

Standard specification compliant : DOCSIS 3.1
Hardware version : 11
Software version : AR01.04.055.06.07_040722_7245.PC20.10.LG.X1

David192

On our wavelength

2 years ago

Hub 5 has arrived and has been set up.

@Sephiroth, I've traced the cables from the omnibox and it appears that one of the connections goes to my neighbour and the other cable goes to one of my upstairs bedrooms, which would make sense since we used to have multiroom TV up there many years ago.

Will keep an eye out for any drops, fingers crossed... As requested, here are the power levels now that I'm able to actually log into the modem:

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	330000000	4.4	42	QAM 256	25
2	138000000	0.7	40	QAM 256	1
3	146000000	0.5	40	QAM 256	2
4	154000000	0.6	40	QAM 256	3
5	162000000	0.6	40	QAM 256	4
6	170000000	0.3	40	QAM 256	5
7	178000000	0.3	40	QAM 256	6
8	186000000	0.4	40	QAM 256	7
9	194000000	0.8	40	QAM 256	8
10	202000000	1.2	40	QAM 256	9
11	210000000	1.9	41	QAM 256	10
12	226000000	2.4	41	QAM 256	12
13	234000000	2.6	41	QAM 256	13
14	258000000	3.7	41	QAM 256	16
15	266000000	3.8	42	QAM 256	17
16	274000000	3.9	42	QAM 256	18
17	282000000	4.1	42	QAM 256	19
18	290000000	4.1	41	QAM 256	20
19	298000000	4.2	42	QAM 256	21
20	306000000	4.3	42	QAM 256	22
21	314000000	4.4	42	QAM 256	23
22	322000000	4.4	42	QAM 256	24
23	354000000	4.6	42	QAM 256	28
24	362000000	4.7	42	QAM 256	29
25	386000000	4.5	42	QAM 256	32
26	394000000	4.1	42	QAM 256	33
27	418000000	4.4	42	QAM 256	36
28	426000000	4.6	42	QAM 256	37
29	450000000	4.9	42	QAM 256	40
30	458000000	4.6	42	QAM 256	41
31	482000000	4.4	42	QAM 256	44
32	514000000	4.7	42	QAM 256	48

3.0 Downstream channels

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

1	Locked	42
2	Locked	40
3	Locked	40
4	Locked	40
5	Locked	40
6	Locked	40
7	Locked	40
8	Locked	40
9	Locked	40
10	Locked	40
11	Locked	41
12	Locked	41
13	Locked	41
14	Locked	41
15	Locked	42
16	Locked	42
17	Locked	42
18	Locked	41
19	Locked	42
20	Locked	42
21	Locked	42
22	Locked	42
23	Locked	42
24	Locked	42
25	Locked	42
26	Locked	42
27	Locked	42
28	Locked	42
29	Locked	42
30	Locked	42
31	Locked	42
32	Locked	42

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

4.5

6142565

David192
On our wavelength
2 years ago
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 52.3 5120 QAM 64 1
1 43100000 52.5 5120 QAM 64 2
2 36600000 53 5120 QAM 64 3
3 30100000 53 5120 QAM 64 4
4 23600000 53 5120 QAM 64 5
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 0 0
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10 45.5 2K QAM 256
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 74000000 0 0

General Configuration
Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
wrkldJKDHSUBsgvca69834ncx
Primary Downstream Service Flow
SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
14096
1200000450 bps
42600bytes
0 bps
Primary Upstream Service Flow
SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
14095
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort
David192
On our wavelength
2 years ago
From what I can see as a layman, The downstream power levels in dBmV seem to be significantly high for most channels, especially in the first downstream channel. Could indicate potential signal quality issues or signal leakage in the line?

Upstream seems within spec, but I'm no expert and briefly went over Sephiroth's "POWER LEVELS & SNR: A TECHNICAL PRIMER (updated October 2016)" thread.
IPFreely
Fibre optic
2 years ago
Downstream power is fine. Upstream is unacceptably high. You need a technician visit. If that splitter can be replaced with a 2-way that'd help.
Sephiroth
Alessandro Volta
2 years ago
As IP Freely says, your upstream power levels are too high and the hub will be doing soft resets because it cannot adequately communicate with the VM end. That could mean noise ingress, either from you home, or from a neighbour or, indeed, somewhere in VM's plant.
The most you can do is to tighten all the coax cables and put a 75 ohm terminator into your unused upstairs coax socket so that there is no noise ingress from your side (albeit that is unlikely anyway).
Checking with neighbours adds to your information bank and if they are having the same high power level, it would be for VM's network team to sort out after the field engineers have done their bit

Standard specification compliant	: DOCSIS 3.1
Hardware version	: 11
Software version	: AR01.04.055.06.07_040722_7245.PC20.10.LG.X1

0	49600000	52.3	5120	QAM 64	1
1	43100000	52.5	5120	QAM 64	2
2	36600000	53	5120	QAM 64	3
3	30100000	53	5120	QAM 64	4
4	23600000	53	5120	QAM 64	5

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	0	0

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Intermittent dropouts and very busy omnibox?