Virgin Media Community

[NickNotTheGreek]

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

[Adduxi]

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

[NickNotTheGreek]

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:

Power levels, Pre and PostRS errors:

Downstream bonded channels

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

1	331000000	-1.1	39	QAM 256	25
2	139000000	3.6	38	QAM 256	1
3	147000000	3.2	39	QAM 256	2
4	155000000	2.6	39	QAM 256	3
5	163000000	2.1	39	QAM 256	4
6	171000000	1.9	39	QAM 256	5
7	179000000	2	39	QAM 256	6
8	187000000	2.1	39	QAM 256	7
9	195000000	2.2	39	QAM 256	8
10	203000000	1.8	39	QAM 256	9
11	211000000	1.5	39	QAM 256	10
12	219000000	1.2	38	QAM 256	11
13	227000000	0.9	38	QAM 256	12
14	235000000	0.7	38	QAM 256	13
15	243000000	0.6	38	QAM 256	14
16	251000000	0.5	39	QAM 256	15
17	259000000	0.4	38	QAM 256	16
18	267000000	0.3	39	QAM 256	17
19	275000000	0.1	39	QAM 256	18
20	283000000	0.2	39	QAM 256	19
21	291000000	0.1	39	QAM 256	20
22	299000000	0.1	39	QAM 256	21
23	307000000	0.1	39	QAM 256	22
24	315000000	0.3	39	QAM 256	23
25	323000000	0.7	39	QAM 256	24
26	339000000	-1.3	38	QAM 256	26
27	347000000	-1.5	38	QAM 256	27
28	355000000	-1.5	39	QAM 256	28
29	363000000	-1.4	39	QAM 256	29
30	371000000	-1.6	38	QAM 256	30
31	379000000	-2.1	38	QAM 256	31

Downstream bonded channels

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

1	Locked	39	0	77848
2	Locked	38	1507	661655
3	Locked	39	890	616800
4	Locked	39	252	535650
5	Locked	39	21	436820
6	Locked	39	0	283287
7	Locked	39	0	233194
8	Locked	39	0	314049
9	Locked	39	0	389207
10	Locked	39	16	468925
11	Locked	39	62	528793
12	Locked	38	116	537451
13	Locked	38	72	499369
14	Locked	38	25	455996
15	Locked	38	2	357820
16	Locked	39	0	256414
17	Locked	38	0	137629
18	Locked	39	0	79354
19	Locked	39	0	115252
20	Locked	39	0	155528
21	Locked	39	0	169527
22	Locked	39	0	171766
23	Locked	39	0	166680
24	Locked	39	0	151752
25	Locked	39	0	126719
26	Locked	38	0	33323
27	Locked	38	0	12736
28	Locked	39	0	10515
29	Locked	39	0	10476
30	Locked	38	0	9169
31	Locked	38	0	8660

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

[Paul_DN]

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]

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 !!

[NickNotTheGreek]

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

[NickNotTheGreek]

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 · Accepted solution]

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

[NickNotTheGreek]

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.

Any suggestions?

Thanks
Nick

[NickNotTheGreek]