Another Hub 5 user with latency issues...

Thanks, I was unaware the 2.5G port required EEE off.

For anyone else in the same situ:

I created a tunable for:

hw.em.eee_setting

then rebooted and confirmed it is set:

root@OPNsense:~ # sysctl -a | grep eee
hw.bxe.autogreeen: 0
hw.igc.eee_setting: 1
hw.em.eee_setting: 0
dev.em.1.eee_control: 0
dev.em.0.eee_control: 0
root@OPNsense:~ # 

Unfortunately it doesn't appear to have solved the latency issues:

At the end there after I made changes and power cycled everything there's still a massive spike when testing. 

The problem is with both download and upload but is worse on the upload by a lot.

Up/Down Status:

3.0 Downstream channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	411000000	-1.3	38	QAM 256	1
2	419000000	-1.2	38	QAM 256	2
3	427000000	-1.1	38	QAM 256	3
4	435000000	-1.1	38	QAM 256	4
5	443000000	-1.2	38	QAM 256	5
6	451000000	0.9	38	QAM 256	6
7	459000000	0.9	38	QAM 256	7
8	467000000	0.6	38	QAM 256	8
9	475000000	0.5	38	QAM 256	9
10	483000000	0.4	38	QAM 256	10
11	491000000	0.3	38	QAM 256	11
12	499000000	0.2	38	QAM 256	12
13	507000000	0.3	38	QAM 256	13
14	515000000	0.3	38	QAM 256	14
15	523000000	0.2	38	QAM 256	15
16	531000000	0	39	QAM 256	16
17	539000000	0.1	39	QAM 256	17
18	547000000	0	39	QAM 256	18
19	555000000	0.1	39	QAM 256	19
20	563000000	0.1	39	QAM 256	20
21	571000000	0.1	39	QAM 256	21
22	579000000	0	39	QAM 256	22
23	587000000	0.2	39	QAM 256	23
24	595000000	0.2	39	QAM 256	24
25	603000000	0.1	39	QAM 256	25
26	611000000	0.2	39	QAM 256	26
27	619000000	0	38	QAM 256	27
28	627000000	0	38	QAM 256	28
29	635000000	0	38	QAM 256	29
30	643000000	0.2	38	QAM 256	30
31	651000000	0.2	38	QAM 256	31
32	659000000	0.4	38	QAM 256	32

3.0 Downstream channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38	0	0
2	Locked	38	0	0
3	Locked	38	0	0
4	Locked	38	0	0
5	Locked	38	0	0
6	Locked	38	0	0
7	Locked	38	0	0
8	Locked	38	0	0
9	Locked	38	0	0
10	Locked	38	0	0
11	Locked	38	0	0
12	Locked	38	0	0
13	Locked	38	0	0
14	Locked	38	0	0
15	Locked	38	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	38	0	0
28	Locked	38	1	0
29	Locked	38	0	0
30	Locked	38	0	0
31	Locked	38	0	0
32	Locked	38	0	0

3.1 Downstream channels
Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	94	4K	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	40	1.7	1964325914	0

Up:

3.0 Upstream channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	60300000	45.8	5120	QAM 64	1
1	53700000	45.8	5120	QAM 64	2
2	46200000	46.3	5120	QAM 64	3
3	39400000	46.3	5120	QAM 64	4
4	32600000	46.3	5120	QAM 64	5
5	23600000	46.3	5120	QAM 64	6

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	16	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

I'm a LAN guy so I'll have to let someone else interpret DOCSIS. Although it looks like no uncorrectable errors on the down, and a lot of corrected ones. 

"The DS 3.1 correctable count is always high on the Hub 5 for some reason,"

Actually there is a very, very good reason for it; the forward error correction on 3.1 is not the same as the RS method used for 3.0. For 3.1 it's a sort of two stage process; what the hub is reporting is a sort of 'well the first stage has passed OK but not sure about the second so I'll flag a 'corrected error'. It's nothing of the sort.

Best to simply ignore the 'corrected errors' field and just look at the uncorrected numbers; those are the ones to be concerned about.

Done. 

Oh look, still the same:

Do you class a PC as  third-party equipment?

How has the 3rd party equipment entered the new equation? My hub has been in router mode for almost a week whilst John runs his tests..... so yes I have tested like this. I am still waiting to hear the results of these tests.

And I do agree with legacy on this, anything connecting to it is 3rd party - which I have obviously used to test so that definition isn't perfect.

However, hang fire because I was talking to one of your engineers who was in the road and yes, the attenuators were there and incorrect so removed. I am monitoring in the meantime.

Edit: Also, if you're done testing (assuming so if you're mentioning a call out) is it ok to put back in modem mode? Double NATing doesn't agree with some of my games/applications.

This still doesn't explain why the previous hubs performed significantly better - as my Hub 4 did and Legacy's Hub 1 does. You've implied I'm expecting too much from DOCSIS, yet older hardware - supposedly less capable - delivered consistently better results. Honestly, it's baffling that this simple fact hasn't been properly considered by almost everyone who has commented on this thread - especially the forum staff - who, quite frankly, have been more than useless. Sorry, but you have.

I appreciate that you're probably used to seeing a lot of complaints about less-than-perfect results, but I really wish people would take IT professionals seriously instead of implying a lack of understanding. It's frustrating when expertise is overlooked or underestimated.

An engineer came by today and replaced a good portion of the cabling, moving the fibre-to-coaxial conversion point indoors to cut down on coaxial cable length. He agrees that the existing setup wasn't as it should be and that I shouldn't be experiencing the issues I am. I'm now waiting for the system to stabilise before running more tests.

It's worth noting that multiple issues have already been fixed on VM's side, not mine. So, if Virgin won't trust any third-party equipment, then here's a clear confirmation from one of their own engineers: there are multiple issues on their end, and the engineer has been actively addressing them rather than placing blame on the customer.

How did you go about getting this sorted? My upload and download latency is absolutely shocking with hub 5 on 1gb service..

I've had engineer out he cleaned cable, replaced power adapter, my coax cable isn't that long anyway from the wall less than 1ft? Changed/cleaned my connection at cabinet still the same.

Only way to fix latency is artificially capping my speeds.

Test show

940 download 20ms active 7ms jitter with max 160ms latency

105 upload 50ms active  10ms jitter 100ms max latency

It's pretty awful in certain games.