After a whole load of problems last summer that took months to sort, problems are now back.1Gig Superhub 5Packet loss, lag, disconnetionsDL 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 256222138000000-1535QAM 25613146000000-14.735QAM 25624154000000-1535QAM 25635162000000-14.935QAM 25646170000000-14.835QAM 25657178000000-14.536QAM 25668186000000-14.636QAM 25679194000000-14.436QAM 256810202000000-14.336QAM 256911210000000-14.236QAM 2561012218000000-14.135QAM 2561113226000000-14.236QAM 2561214234000000-14.436QAM 2561315242000000-14.436QAM 2561416250000000-14.436QAM 2561517258000000-14.436QAM 2561618266000000-14.236QAM 2561719274000000-14.336QAM 2561820282000000-1436QAM 2561921290000000-13.836QAM 2562022298000000-13.736QAM 2562123314000000-13.636QAM 2562324322000000-13.636QAM 2562425330000000-13.636QAM 2562526338000000-13.436QAM 2562627346000000-13.536QAM 2562728354000000-13.636QAM 2562829362000000-13.636QAM 2562930370000000-1436QAM 2563031378000000-14.236QAM 2563132386000000-13.936QAM 25632 1 3639004582 351976473 352438773794 352492287235 352407073836 351509733377 36700212258 3621072619 3613434810 3612704811 3612354812 3512284813 3612424714 3612304815 3611764916 3611494017 3611254018 36170425719 36166725720 369224021 368764122 368573123 367352224 367251525 36717026 36693027 36629028 36628029 36185135930 36129626931 36176052132 361163241 159924K1800QAM 40961128 159 38-12.8627979522422

Hello Ctenn. Thanks for your post. Sorry to hear the about your recent service issues with the broadband lagging and disconnecting. We have checked the hub and signals from here and can see you have rebooted the hub 2 days ago. Was this after your post or before? The reason we ask is because we are not able to see any issues with the up and downstream. if it's still happening can you please let us know. Gareth_L

These were taking just after the latest reboot (factory reset actually), since these problems having to reset it every few days and factory reset twice in about a month.From what i can tell all the DS will be around +0-4 like how its been for ages and then suddenly will all drop to -13-17 and then will get lots of uncorrected errors and problems on the upstream also. 3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000048.55120QAM 64114310000047.55120QAM 64223660000046.55120QAM 64333010000046.55120QAM 644423600000465120QAM 6453.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA004821ATDMA007332ATDMA007133ATDMA006344ATDMA004133.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 61041.52KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6OFDMA20074000000150 3.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159Locked441.256723200272958

Thanks for coming back to us Ctenn. I've been able to run a flow on your router this morning and no issues have been flagged on our side. How has the service performed since your most recent post? Do you have a broadband quality monitor currently running on the connection at all? Thanks, David_Bn

The downstream signal levels are extremely low, way out of spec. It's surprising you have any service at all. And that VM didn't pick this up. Check that none of the coax connections is loose. Post the downstream data again. If the levels are still the same you need a technician visit to correct your connection.

Levels are currently ok for now - the issue is they will just drop to the floor with no warning, which has been the problem for a good month or so.Everything is connected securely.3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1306000000243QAM 256222138000000344QAM 256131460000003.144QAM 256241540000002.744QAM 256351620000002.744QAM 256461700000002.844QAM 25657178000000344QAM 256681860000002.944QAM 256791940000003.144QAM 2568102020000003.144QAM 2569112100000003.244QAM 25610122180000003.144QAM 25611132260000002.944QAM 25612142340000002.643QAM 25613152420000002.543QAM 25614162500000002.443QAM 25615172580000002.244QAM 25616182660000002.243QAM 25617192740000002.143QAM 25618202820000002.143QAM 25619212900000002.343QAM 25620222980000002.243QAM 2562123314000000243QAM 25623243220000001.943QAM 25624253300000001.743QAM 25625263380000001.843QAM 25626273460000001.643QAM 25627283540000001.443QAM 25628293620000001.343QAM 25629303700000000.842QAM 25630313780000000.742QAM 25631323860000000.842QAM 256323.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked43166075196312Locked4427925362042973Locked4440841954224154Locked4446164854615515Locked4432149293915206Locked4425438013341457Locked4417041232144498Locked4413309481641039Locked44102401513676110Locked44119428514759311Locked445218826204912Locked44201399912113Locked444753905695414Locked434821116406115Locked434312085486516Locked434180335362617Locked444195585590918Locked436215017524619Locked435840637115220Locked435334096371621Locked434880295435022Locked434753685546023Locked431802911591124Locked43102807808225Locked4397053795426Locked434166609826427Locked431483951551428Locked432210642469629Locked432183902524830Locked4285469667131Locked4279271594332Locked427859366353.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 159924K1800QAM 409611283.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159Locked441.1123418623372958

Lag and poor connection for past few weeks | Virgin Media Community

31 Replies

jpeg1
Alessandro Volta
2 years 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
Joining in
2 years 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
  Forum Team
  2 years 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
Alessandro Volta
2 years ago
Looking very like it's outside. Would be interesting to know if your neighbours have the same problem.
Ctenn
Joining in
2 years 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
  Forum Team (Retired)
  2 years 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

Joining in

2 years ago

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

3.0 Downstream channels

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

1	306000000	-13.3	36	QAM 256	22
2	138000000	-12.7	38	QAM 256	1
3	146000000	-12.5	38	QAM 256	2
4	154000000	-12.8	38	QAM 256	3
5	162000000	-13	38	QAM 256	4
6	170000000	-12.8	38	QAM 256	5
7	178000000	-12.9	38	QAM 256	6
8	186000000	-13.1	38	QAM 256	7
9	194000000	-12.8	38	QAM 256	8
10	202000000	-12.9	38	QAM 256	9
11	210000000	-13	38	QAM 256	10
12	218000000	-12.8	37	QAM 256	11
13	226000000	-13.1	37	QAM 256	12
14	234000000	-13.4	37	QAM 256	13
15	242000000	-13.3	37	QAM 256	14
16	250000000	-13.5	37	QAM 256	15
17	258000000	-13.6	37	QAM 256	16
18	266000000	-13.4	36	QAM 256	17
19	274000000	-13.6	36	QAM 256	18
20	282000000	-13.4	36	QAM 256	19
21	290000000	-13.1	36	QAM 256	20
22	298000000	-13.2	36	QAM 256	21
23	314000000	-13	37	QAM 256	23
24	322000000	-13.2	37	QAM 256	24
25	330000000	-13.3	37	QAM 256	25
26	338000000	-13	37	QAM 256	26
27	346000000	-13.2	37	QAM 256	27
28	354000000	-13.4	37	QAM 256	28
29	362000000	-13.3	37	QAM 256	29
30	370000000	-13.7	37	QAM 256	30
31	378000000	-14.1	36	QAM 256	31
32	386000000	-14	37	QAM 256	32

3.0 Downstream channels

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

1	Locked	36	296415	4094
2	Locked	38	4061949	5483
3	Locked	38	6737258	22253
4	Locked	38	4775042	14356
5	Locked	38	5909715	15931
6	Locked	38	5065487	12682
7	Locked	38	3653276	11197
8	Locked	38	4224766	10631
9	Locked	38	3390274	11286
10	Locked	38	3210577	4814
11	Locked	38	2155382	3789
12	Locked	37	2381780	4321
13	Locked	37	2319858	3341
14	Locked	37	2221900	3328
15	Locked	37	2163466	5026
16	Locked	37	2133156	4308
17	Locked	37	1870887	4007
18	Locked	36	1909101	5418
19	Locked	36	1655060	3891
20	Locked	36	1640393	3685
21	Locked	36	1354894	3687
22	Locked	36	1339770	3736
23	Locked	37	1007143	2152
24	Locked	37	864550	2379
25	Locked	37	671814	1834
26	Locked	37	660164	5211
27	Locked	37	718565	1723
28	Locked	37	688561	1977
29	Locked	37	699439	2648
30	Locked	37	720896	2267
31	Locked	36	647852	2572
32	Locked	37	590355	2558

3.1 Downstream channels

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

159

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

-13.2

2613908560

107763

Ashleigh_C
Forum Team
2 years 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
Alessandro Volta
2 years 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
Joining in
2 years 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
  Forum Team
  2 years ago
  Hi Ctenn
  
  Thanks for coming back to the thread.
  
  I'll send you a PM now to assist further.
Ctenn
Joining in
2 years 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
  Forum Team
  2 years 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
Joining in
2 years ago
https://www.thinkbroadband.com/broadband/monitoring/quality/share/76fa9fbd18426eba74800af91be39ed1d652b0bb
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e1e8e29619e3da6514cb1ff9006e7613cdfdde9a-30-09-2024
Ctenn
Joining in
2 years ago
03-10-2404-10-2405-10-2406-10-2407-10-2408-10-2409-10-2410-10-24
- Akua_A
  Forum Team
  2 years 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,

Forum Discussion

Lag and poor connection for past few weeks

31 Replies

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1	306000000	-13.8	36	QAM 256	22
2	138000000	-15	35	QAM 256	1
3	146000000	-14.7	35	QAM 256	2
4	154000000	-15	35	QAM 256	3
5	162000000	-14.9	35	QAM 256	4
6	170000000	-14.8	35	QAM 256	5
7	178000000	-14.5	36	QAM 256	6
8	186000000	-14.6	36	QAM 256	7
9	194000000	-14.4	36	QAM 256	8
10	202000000	-14.3	36	QAM 256	9
11	210000000	-14.2	36	QAM 256	10
12	218000000	-14.1	35	QAM 256	11
13	226000000	-14.2	36	QAM 256	12
14	234000000	-14.4	36	QAM 256	13
15	242000000	-14.4	36	QAM 256	14
16	250000000	-14.4	36	QAM 256	15
17	258000000	-14.4	36	QAM 256	16
18	266000000	-14.2	36	QAM 256	17
19	274000000	-14.3	36	QAM 256	18
20	282000000	-14	36	QAM 256	19
21	290000000	-13.8	36	QAM 256	20
22	298000000	-13.7	36	QAM 256	21
23	314000000	-13.6	36	QAM 256	23
24	322000000	-13.6	36	QAM 256	24
25	330000000	-13.6	36	QAM 256	25
26	338000000	-13.4	36	QAM 256	26
27	346000000	-13.5	36	QAM 256	27
28	354000000	-13.6	36	QAM 256	28
29	362000000	-13.6	36	QAM 256	29
30	370000000	-14	36	QAM 256	30
31	378000000	-14.2	36	QAM 256	31
32	386000000	-13.9	36	QAM 256	32

1	36	3900	458
2	35	1976	47
3	35	24387	7379
4	35	24922	8723
5	35	24070	7383
6	35	15097	3337
7	36	7002	1225
8	36	2107	261
9	36	1343	48
10	36	1270	48
11	36	1235	48
12	35	1228	48
13	36	1242	47
14	36	1230	48
15	36	1176	49
16	36	1149	40
17	36	1125	40
18	36	1704	257
19	36	1667	257
20	36	922	40
21	36	876	41
22	36	857	31
23	36	735	22
24	36	725	15
25	36	717	0
26	36	693	0
27	36	629	0
28	36	628	0
29	36	1851	359
30	36	1296	269
31	36	1760	521
32	36	1163	241