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Connection dropping during gaming on ipad since upgrade to hub 5

NickNotTheGreek
Dialled in

Greetings,

I had my VM hub 3 router replaced by a hub 5 last week.

Since my hub 5 replacement I've started losing connection after about say 15 - 20 minutes of gaming 'F1 Mobile Racing' on my iPad via WIFI which results in me losing the game.

This didn't happen with the old hub 3 router.

Has anyone else hit this issue with the new hub 5 or does anyone have any advice how to solve it because I'm now plummeting down the in game league.  The cable is screwed in nice and tight into back of new hub.  I'm not sure what else to do.

Thanks
Nick

1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

Anything over Cat 6a is overkill and a waste of money. 

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See where this Helpful Answer was posted

36 REPLIES 36

Adduxi
Very Insightful Person
Very Insightful Person

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping Once done we can comment.

Also try splitting the SSID and manually setting the wifi bands and channels, disable the "Smart Optimisation" as well.

• Access your Hub by navigating to 192.168.0.1
• Login with the default login info (on base of Hub) unless you've already updated it.
• Go to Advanced Settings > Wireless > Security
• Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID), suggest append _2 to the end.
• Repeat for the Wireless Frequency 5GHz, suggest append _5 to the end and click on Apply changes
• Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices.

Set the 2,4Ghz wifi to a lower legacy setting;

Access your Hub by navigating to 192.168.0.1
Login with the default login info (on base of Hub) unless you've already updated it.
Go to Advanced Settings > Wireless > Wireless signal
In the Wireless frequency 2.4GHz select Wireless mode > 802.11b/g/n/ax mixed
Select Apply changes

 

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Hi Adduxi,

Thanks for response.

I didn't do the splitting SSID bit yet because I wanted to monitor the current default setup.

I spent 45 minutes gaming on my ipad from 4.15 pm - 5 pm.  Annoyingly the connection did not drop off.  So I'm unsure whether to change anything now.  I'll maybe see if my connection drops when gaming tomorrow.

BQM:

20220405_Broadband Quality Monitor thinkbroadband.jpg

Power levels, Pre and PostRS errors:

Downstream bonded channels

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

1331000000-1.139QAM 25625
21390000003.638QAM 2561
31470000003.239QAM 2562
41550000002.639QAM 2563
51630000002.139QAM 2564
61710000001.939QAM 2565
7179000000239QAM 2566
81870000002.139QAM 2567
91950000002.239QAM 2568
102030000001.839QAM 2569
112110000001.539QAM 25610
122190000001.238QAM 25611
132270000000.938QAM 25612
142350000000.738QAM 25613
152430000000.638QAM 25614
162510000000.539QAM 25615
172590000000.438QAM 25616
182670000000.339QAM 25617
192750000000.139QAM 25618
202830000000.239QAM 25619
212910000000.139QAM 25620
222990000000.139QAM 25621
233070000000.139QAM 25622
243150000000.339QAM 25623
253230000000.739QAM 25624
26339000000-1.338QAM 25626
27347000000-1.538QAM 25627
28355000000-1.539QAM 25628
29363000000-1.439QAM 25629
30371000000-1.638QAM 25630
31379000000-2.138QAM 25631

Downstream bonded channels

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

1Locked39077848
2Locked381507661655
3Locked39890616800
4Locked39252535650
5Locked3921436820
6Locked390283287
7Locked390233194
8Locked390314049
9Locked390389207
10Locked3916468925
11Locked3962528793
12Locked38116537451
13Locked3872499369
14Locked3825455996
15Locked382357820
16Locked390256414
17Locked380137629
18Locked39079354
19Locked390115252
20Locked390155528
21Locked390169527
22Locked390171766
23Locked390166680
24Locked390151752
25Locked390126719
26Locked38033323
27Locked38012736
28Locked39010515
29Locked39010476
30Locked3809169
31Locked3808660

 

Network Log:

HTTP Error 500 "Internal Server Error"
======================================
Internal server error: CosaError: CcspBaseIf_getParameterValues() failed Stack: CosaError: CcspBaseIf_getParameterValues() failed (errorCode=193) at [anon] (/usr/src/debug/ccsp-jse/8888+gitAUTOINC+71cde0c8c5-r0/git/source/jse_cosa_error.c:118) internal at [anon] () native strict preventsyield at getStrsWithRootObjectAsObject (/www/jse/framework/utilities.js:52) at getEventLog (/www/jse/rest/v1/cablemodem/eventlog.js:45) tailcall at global (/www/rest/front.jse:369) preventsyield (0)
======================================

Anything unusual in those figures?  Shame I can't seem to access the network log.  Can that be fixed?

Thanks
Nick

Hi NickNotTheGreek,

Thank you for reaching out to us in our community and welcome back, sorry to see you have been facing connection issues since upgrading to our Hub 5.0, I was able to locate you on our system with the details we have for you, after running some checks I can see a high level of WIFI interference, can you confirm your Router is at least 1 Metre away from any other electrical device?

Regards

Paul.

Adduxi
Very Insightful Person
Very Insightful Person

Power levels look okay, but there are some PostRS errors.  Just reboot the Hub and if they continue to increase. it would point to noise on the line.

NOTE - The Hub 5 is not quite a finished product as far as the firmware is concerned, so the figures for Pre and Post RS errors are the wrong way around !!

 

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Hi Paul,

Thanks for testing.

It's the same place the replaced hub 3.0 used to be and I didn't seem to have the connection dropping with the old hub 3.  Maybe interference was always a problem and I got used to it?

Anyway,  the Hub 5.0 is directly behind the Smart TV because the cable is fed out through the wall there plus the VM V6 box (In TV cabinet stand) is only about a foot underneath connected by short ethernet cable so a bit limited where else to move the hub.  The hub is also connected to my Amp (for speakers) by a longer ethernet cable but that's about a metre away.  

Maybe I can buy longer ethernet cables tomorrow for V6 and Amp and then I could hopefully be able to move the new hub a metre away from TV if necessary.  Is cat 7 sufficient or should I get cat 8?

Thanks
Nick

Thanks Adduxi,

Yeah it sounds like interference.

It seems my hub needs to be moved further away from the V6 and TV so I'll probably buy longer ethernet cables (cat7/cat8?) tomorrow and see if that gets rid of the interference.

Thanks
Nick

Adduxi
Very Insightful Person
Very Insightful Person

Anything over Cat 6a is overkill and a waste of money. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

By nearby electrical devices, is the V6 box included?  The reason I ask is because the VM guy who initially installed the first hub ages ago connected it by short ethernet cable to V6 box and was happily placing hub close to V6 without any guidance from me.

I live in a block of flats so I'm beginning to think perhaps the noise is from neighbouring flats WIFI activity.  So maybe I should change channel?  I've downloaded and run inSSIDer but I'm not sure I fully understand what it displays.

NickNotTheGreek_2-1649336759227.png

NickNotTheGreek_3-1649337003452.png

NickNotTheGreek_5-1649337049011.png

Any suggestions?

Thanks
Nick

NickNotTheGreek_0-1649337508552.png