Forum Discussion

JaLeFi96's avatar
JaLeFi96
Joining in
4 months ago

Upgrade Hub 4 to Hub 5

Hi, I joined virgin in August 2022 after moving house and have been on the Gig1 package since then. Until recently there’s been next to no issues but have had to make 2.4ghz and 5ghz channels separate. Since this, my streaming quality and gaming speeds have declined and having a look at when I took the contract out I feel as if I should’ve had a Hub 5 from the jump. Any help would be appreciated, thanks

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    The Hub5 is prioritised to new customers on 1gb - as you have a working 1gb connection you will not get a Hub5 - unless the Hub4 is faulty and a Tech replaces it with a 5 from their stock in the van.  That might happen if you can prove that the current connection is "faulty".   To start that process can we see all the connection data and see if anything leaps out - can you do this...

    ________________________________________

    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

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

    • JaLeFi96's avatar
      JaLeFi96
      Joining in

      Hi, here’s the router status information. I will have a look into the monitor as well. 

      3.0 Downstream channels

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

      25 331000000 7.099998 38.983261 QAM256 25

      1 139000000 4.300003 38.983261 QAM256 1

      2 147000000 4.400002 38.983261 QAM256 2

      3 155000000 4.800003 38.983261 QAM256 3

      4 163000000 4.599998 38.605377 QAM256 4

      5 171000000 4.099998 38.605377 QAM256 5

      6 179000000 3.799999 38.983261 QAM256 6

      7 187000000 3.700001 38.983261 QAM256 7

      8 195000000 3.599998 38.983261 QAM256 8

      10 211000000 3.799999 38.983261 QAM256 10

      11 219000000 3.799999 38.983261 QAM256 11

      12 227000000 3.700001 38.983261 QAM256 12

      13 235000000 3.299999 38.983261 QAM256 13

      14 243000000 2.799999 38.605377 QAM256 14

      15 251000000 1.299999 37.636276 QAM256 15

      16 259000000 2.299999 38.983261 QAM256 16

      17 267000000 3.900002 38.983261 QAM256 17

      18 275000000 4.599998 38.983261 QAM256 18

      19 283000000 5.199997 38.983261 QAM256 19

      20 291000000 5.500000 38.983261 QAM256 20

      21 299000000 5.300003 38.983261 QAM256 21

      22 307000000 5.900002 38.983261 QAM256 22

      23 315000000 6.300003 38.983261 QAM256 23

      24 323000000 6.599998 38.983261 QAM256 24

      26 339000000 8.000000 38.983261 QAM256 26

      27 347000000 8.500000 40.366287 QAM256 27

      28 355000000 6.199997 38.605377 QAM256 28

      29 363000000 5.199997 38.983261 QAM256 29

      30 371000000 5.400002 38.605377 QAM256 30

      31 379000000 5.800003 38.983261 QAM256 31

      32 387000000 6.599998 38.983261 QAM256 32

       

      3.0 Downstream channels

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

      25 Locked 38.983261 0 0

      1 Locked 38.983261 0 0

      2 Locked 38.983261 0 0

      3 Locked 38.983261 0 0

      4 Locked 38.605377 0 0

      5 Locked 38.605377 0 0

      6 Locked 38.983261 0 0

      7 Locked 38.983261 0 0

      8 Locked 38.983261 0 0

      10 Locked 38.983261 0 0

      11 Locked 38.983261 0 0

      12 Locked 38.983261 0 0

      13 Locked 38.983261 0 0

      14 Locked 38.605377 0 0

      15 Locked 37.636276 0 0

      16 Locked 38.983261 0 0

      17 Locked 38.983261 0 0

      18 Locked 38.983261 0 0

      19 Locked 38.983261 0 0

      20 Locked 38.983261 0 0

      21 Locked 38.983261 0 0

      22 Locked 38.983261 0 0

      23 Locked 38.983261 0 0

      24 Locked 38.983261 0 0

      26 Locked 38.983261 0 0

      27 Locked 40.366287 0 0

      28 Locked 38.605377 0 0

      29 Locked 38.983261 0 0

      30 Locked 38.605377 0 0

      31 Locked 38.983261 0 0

      32 Locked 38.983261 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 759

       

      3.1 Downstream channels

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

      33 Locked 42 6.9 217499543 1459

      3.0 Upstream channels

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

      1 23600000 46.020599 5120 KSym/sec 64QAM 5

      2 30100000 46.020599 5120 KSym/sec 64QAM 4

      3 36600000 45.520599 5120 KSym/sec 64QAM 3

      4 43100000 45.520599 5120 KSym/sec 64QAM 2

      5 49600000 45.520599 5120 KSym/sec 64QAM 1

       

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1 US_TYPE_ATDMA 0 0 0 0

      2 US_TYPE_ATDMA 0 0 0 0

      3 US_TYPE_ATDMA 0 0 0 0

      4 US_TYPE_ATDMA 0 0 0 0

      5 US_TYPE_ATDMA 0 0 0 0

       

      3.1 Upstream channels

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

      6 10.4 48.9 2K QAM32

       

      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

      Network Log

      Time Priority Description

      Tue Oct

      22 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;

      Tue Oct

      22 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;

      Tue Oct

      22 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;

      Mon Oct

      21 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;

      Mon Oct

      21 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

      Sun Oct

      20 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sat Oct

      19 3 No Ranging Response received - T3 time-out;1

      Fri Oct

      18 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Fri Oct

      18 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

      Tue Oct

      15 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Mon Oct

      14 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

      Sun Oct

      13 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sun Oct

      13 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;1

      Fri Oct

      11 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Fri Oct

      11 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

      Thu Oct

      10 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;1

      Tue Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Tue Oct 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;1

      Thu Jan 3 No Ranging Response received - T3 time-out;1

      Thu Jan 3 Unicast Ranging Received Abort Response - initializing MAC;1

      Mon Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Mon Oct 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;1

      Mon Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sun Oct 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;1

      Thu Jan 3 No Ranging Response received - T3 time-out;1

      Thu Jan 3 Unicast Ranging Received Abort Response - initializing MAC;1

      Sun Oct 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;1

      Sun Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sun Oct 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;1

      Sun Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sun Oct 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;1

      Thu Jan 3 No Ranging Response received - T3 time-out;1

      Thu Jan 3 Unicast Ranging Received Abort Response - initializing MAC;1

      Sat Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sat Oct 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;1

      Sat Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Sat Oct 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;1

      Thu Jan 3 No Ranging Response received - T3 time-out;1

      Thu Jan 3 Unicast Ranging Received Abort Response - initializing MAC;1

      Fri Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;1

      Fri Oct 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;1

      Fri Oct 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;1

      Fri Oct 6 SW download Successful - Via NMS

      Fri Oct 6 SW Download INIT - Via NMS

      Thu Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;1

      Thu Oct 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

      Wed Oct 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;1

      Wed Oct 3 No Ranging Response received - T3 time-out;1

      Mon Sep

      30 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;1

      Mon Sep

      30 4 DHCP RENEW WARNING - Field invalid in response v4 option;1

       

      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        All Hub stats look fine (to me) - someone else will need to comment on the logs.

        So what exactly are the issues you are experiencing on your wired and (also) your wifi connections?

        Also lets see the BQM.

  • Since I split the frequencies and turned off smart switching, both 2.4ghz and 5ghz are seemingly slower. Picture quality when streaming on TV drops in quality at intervals but eventually returns and when gaming my ping had gone from 30ms max most games to 100ms or more with the occasional packet loss warning. I’ll post BQM below tomorrow as only set it up just now

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there JaLeFi96 

      Thank you so much for your post and welcome to the community forums, it's great to have you here.

      I am so sorry to hear that you are facing this issue with your service and thank you to our community teams for their help so far. 

      I have taken a look on our side and I can see some issue I do think would best be further investigated via an engineer visit. I will pop you a private message to take a closer look. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    Have you got an attenuator or equaliser attached to the rear of the Hub or anywhere along the coax cable?  The downstream power level is very strange - “reverse slope” so to say.  The higher frequencies would normally show a smaller power value than the lower frequencies.  Yet your situation is reversed.   I don’t think this will cause your issues unless there is something else lurking in the street cabinet.  OR:  Are you on RFoG?  As in fibre to the house converted to coax presentation at the Hub?