Forum Discussion

Ctenn's avatar
Ctenn
Joining in
11 months ago

Lag and poor connection for past few weeks

After a whole load of problems last summer that took months to sort, problems are now back.

1Gig Superhub 5

Packet loss, lag, disconnetions

DL power seems way out, the engineer configured it so it would normally stay around 0-4 on all channels until the problems started occurring recently.

 

           
1306000000-13.836QAM 25622
2138000000-1535QAM 2561
3146000000-14.735QAM 2562
4154000000-1535QAM 2563
5162000000-14.935QAM 2564
6170000000-14.835QAM 2565
7178000000-14.536QAM 2566
8186000000-14.636QAM 2567
9194000000-14.436QAM 2568
10202000000-14.336QAM 2569
11210000000-14.236QAM 25610
12218000000-14.135QAM 25611
13226000000-14.236QAM 25612
14234000000-14.436QAM 25613
15242000000-14.436QAM 25614
16250000000-14.436QAM 25615
17258000000-14.436QAM 25616
18266000000-14.236QAM 25617
19274000000-14.336QAM 25618
20282000000-1436QAM 25619
21290000000-13.836QAM 25620
22298000000-13.736QAM 25621
23314000000-13.636QAM 25623
24322000000-13.636QAM 25624
25330000000-13.636QAM 25625
26338000000-13.436QAM 25626
27346000000-13.536QAM 25627
28354000000-13.636QAM 25628
29362000000-13.636QAM 25629
30370000000-1436QAM 25630
31378000000-14.236QAM 25631
32386000000-13.936QAM 25632

 

         
1 363900458
2 35197647
3 35243877379
4 35249228723
5 35240707383
6 35150973337
7 3670021225
8 362107261
9 36134348
10 36127048
11 36123548
12 35122848
13 36124247
14 36123048
15 36117649
16 36114940
17 36112540
18 361704257
19 361667257
20 3692240
21 3687641
22 3685731
23 3673522
24 3672515
25 367170
26 366930
27 366290
28 366280
29 361851359
30 361296269
31 361760521
32 361163241

 

           
159924K1800QAM 40961128

 

           
159 38-12.8627979522422
 
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    That has to be an intermittent fault, inside or outside.  Is there a coax splitter with another coax connection?

    Nothing to do with this, but if you are using your own router you should switch the Hub to modem mode rather than just turn its WiFi off. 

  • Ctenn's avatar
    Ctenn
    Joining in
    11 months ago

    Engineer checked all the splitters yesterday and said were ok.

    Yeah i know about modem mode and it does run like that normally for 10 years across various routers when VM are not gaslighting about having it modem mode if you have a problem, easier to just have it on router mode then.

    • Beth_G's avatar
      Beth_G
      Forum Team
      11 months ago

      Hi Ctenn,

      Thanks for getting back to us. We've had another look at your specs and they're still looking fine, checking the engineer's notes, they couldn't seem to spot an issue ether.

      How've things been since Wednesday? Have you seen any improvement at all?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    Looking very like it's outside. Would be interesting to know if your neighbours have the same problem. 

  • Ctenn's avatar
    Ctenn
    Joining in
    11 months ago

    Hi 

    It's been ok since then, however this is consistent behaviour with the problem that connection is ok for a few days then will drop and be unusable for a day or so.

    • Zach_R's avatar
      Zach_R
      Forum Team
      11 months ago

      Hi Ctenn,

      I'm glad to hear that things have improved for you. If the issue does return as you suspect then please do let us know and we'll go from there.

      Thanks,
       

  • Ctenn's avatar
    Ctenn
    Joining in
    11 months ago

    OK so again issues after a few days....

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1306000000-13.336QAM 25622
    2138000000-12.738QAM 2561
    3146000000-12.538QAM 2562
    4154000000-12.838QAM 2563
    5162000000-1338QAM 2564
    6170000000-12.838QAM 2565
    7178000000-12.938QAM 2566
    8186000000-13.138QAM 2567
    9194000000-12.838QAM 2568
    10202000000-12.938QAM 2569
    11210000000-1338QAM 25610
    12218000000-12.837QAM 25611
    13226000000-13.137QAM 25612
    14234000000-13.437QAM 25613
    15242000000-13.337QAM 25614
    16250000000-13.537QAM 25615
    17258000000-13.637QAM 25616
    18266000000-13.436QAM 25617
    19274000000-13.636QAM 25618
    20282000000-13.436QAM 25619
    21290000000-13.136QAM 25620
    22298000000-13.236QAM 25621
    23314000000-1337QAM 25623
    24322000000-13.237QAM 25624
    25330000000-13.337QAM 25625
    26338000000-1337QAM 25626
    27346000000-13.237QAM 25627
    28354000000-13.437QAM 25628
    29362000000-13.337QAM 25629
    30370000000-13.737QAM 25630
    31378000000-14.136QAM 25631
    32386000000-1437QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked362964154094
    2Locked3840619495483
    3Locked38673725822253
    4Locked38477504214356
    5Locked38590971515931
    6Locked38506548712682
    7Locked38365327611197
    8Locked38422476610631
    9Locked38339027411286
    10Locked3832105774814
    11Locked3821553823789
    12Locked3723817804321
    13Locked3723198583341
    14Locked3722219003328
    15Locked3721634665026
    16Locked3721331564308
    17Locked3718708874007
    18Locked3619091015418
    19Locked3616550603891
    20Locked3616403933685
    21Locked3613548943687
    22Locked3613397703736
    23Locked3710071432152
    24Locked378645502379
    25Locked376718141834
    26Locked376601645211
    27Locked377185651723
    28Locked376885611977
    29Locked376994392648
    30Locked377208962267
    31Locked366478522572
    32Locked375903552558

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked37-13.22613908560107763
    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      10 months ago

      Hi there Ctenn 

      I am so sorry to hear that you are still experiencing some issues with your connection. I have checked on our side and I cannot see anything that could explain why this is happening, but if you would like to raise a complaint as jpeg1 has suggested we would be more than happy to assist with this. Just let us know here and we will pop you a private message to discuss further.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    The downstream levels have dropped again, with the usual consequences. 

    Your connection is not fit for purpose, and it's time that VM fixed it properly. I suggest you make a formal complaint, with copies of the readings you have posted here. 

  • Ctenn's avatar
    Ctenn
    Joining in
    10 months ago

    I have raised a complaint on Wednesday and heard nothing back since, will be going to Ofcom next.

    There is clearly something wrong with the connection but nobody at VM wants to deal with it...

    • John_GS's avatar
      John_GS
      Forum Team
      10 months ago

      Hi Ctenn 

      Thanks for coming back to the thread. 

      I'll send you a PM now to assist further.

  • Ctenn's avatar
    Ctenn
    Joining in
    6 months ago

    Issues are still ongoing 5 months later, connection has had problems since March 24.

    Always the same thing Downstream power will drop to -15 dBa and connection is essentially unusable.

    Work had to provide me with a 4/5G router as connection is so unrealiable for teams/remote support of users.

    3/4 Complaints with £20 pittance applied.

    5-6 Engineer visits and many more no shows, 3 replacement hubs, every inch of cable outside and inside the property checked and confirmed no issues with it.

    One engineer had sense to confirm its the DXE amp that needs replacing, but its a case of they do it when they get round to it...

    Absolute scam of a company hope they go bust with the FTTP rollout.

    • Steven_L's avatar
      Steven_L
      Forum Team
      6 months ago

      Hello Ctenn,

      Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection. I have looked into this here and can the amount of issues that you've had with your connection. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

  • Ctenn's avatar
    Ctenn
    Joining in
    5 months ago

    03-10-2404-10-2405-10-2406-10-2407-10-2408-10-2409-10-2410-10-24

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      Hi Ctenn 

      Welcome back to our community forums and sorry to hear your Hub 5 issues have returned. We can understand the frustration caused and we want to do our best to look into this. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,