on 09-08-2021 22:05
Recently upgraded from superhub3 to a superhub4 and have been noticing latency issue and packet loss since, any advice would be greatly appreciated
on 09-08-2021 22:05
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 2.900002 | 40.366287 | QAM256 | 25 |
2 | 146750000 | 2.900002 | 40.366287 | QAM256 | 2 |
3 | 154750000 | 3.200001 | 40.366287 | QAM256 | 3 |
4 | 162750000 | 3.200001 | 40.946209 | QAM256 | 4 |
5 | 170750000 | 2.900002 | 38.983261 | QAM256 | 5 |
6 | 178750000 | 2.599998 | 40.366287 | QAM256 | 6 |
7 | 186750000 | 2.599998 | 40.366287 | QAM256 | 7 |
9 | 202750000 | 2.599998 | 40.366287 | QAM256 | 9 |
10 | 210750000 | 2.299999 | 40.366287 | QAM256 | 10 |
11 | 218750000 | 2.099998 | 40.366287 | QAM256 | 11 |
12 | 226750000 | 2.000000 | 40.946209 | QAM256 | 12 |
13 | 234750000 | 2.099998 | 40.366287 | QAM256 | 13 |
14 | 242750000 | 2.000000 | 40.946209 | QAM256 | 14 |
15 | 250750000 | 2.000000 | 40.366287 | QAM256 | 15 |
16 | 258750000 | 2.599998 | 40.366287 | QAM256 | 16 |
17 | 266750000 | 2.599998 | 40.946209 | QAM256 | 17 |
18 | 274750000 | 2.799999 | 40.366287 | QAM256 | 18 |
19 | 282750000 | 3.299999 | 40.946209 | QAM256 | 19 |
20 | 290750000 | 3.799999 | 40.366287 | QAM256 | 20 |
21 | 298750000 | 4.199997 | 40.366287 | QAM256 | 21 |
22 | 306750000 | 3.700001 | 40.946209 | QAM256 | 22 |
23 | 314750000 | 3.299999 | 40.946209 | QAM256 | 23 |
24 | 322750000 | 3.000000 | 40.366287 | QAM256 | 24 |
26 | 338750000 | 3.200001 | 40.366287 | QAM256 | 26 |
27 | 346750000 | 3.200001 | 40.366287 | QAM256 | 27 |
28 | 354750000 | 3.000000 | 40.366287 | QAM256 | 28 |
29 | 362750000 | 3.000000 | 40.366287 | QAM256 | 29 |
30 | 370750000 | 2.700001 | 40.366287 | QAM256 | 30 |
31 | 378750000 | 2.599998 | 40.366287 | QAM256 | 31 |
32 | 386750000 | 2.599998 | 40.366287 | QAM256 | 32 |
33 | 394750000 | 2.400002 | 40.366287 | QAM256 | 33 |
34 | 402750000 | 2.000000 | 40.366287 | QAM256 | 34 |
on 09-08-2021 22:06
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 40.946209 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.946209 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
32 | Locked | 40.366287 | 0 | 0 |
33 | Locked | 40.366287 | 0 | 0 |
34 | Locked | 40.366287 | 0 | 0 |
on 09-08-2021 22:07
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 47.000000 | 5120 KSym/sec | 64QAM | 3 |
2 | 53700000 | 48.250000 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 47.500000 | 5120 KSym/sec | 64QAM | 1 |
4 | 39400000 | 47.250000 | 5120 KSym/sec | 64QAM | 2 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 09-08-2021 22:07
Network Log
Time Priority Description
Thu Jan 1 00:01:28 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 9 17:53:30 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 9 18:42:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 15 21:00:11 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 16 18:42:06 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 17 14:11:50 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 20 06:42:06 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 24 04:05:56 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Jul 26 07:04:37 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 06:42:06 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jul 28 08:22:10 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jul 28 19:49:14 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 11:55:39 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 11:55:53 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 01:36:13 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 05:42:08 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 18:42:06 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 19:38:20 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 31 08:38:45 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 31 08:39:05 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 31 22:45:47 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 06:37:46 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 19:22:46 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 19:28:25 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 19:55:25 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 19:55:38 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 3 06:42:07 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 8 17:14:38 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 8 17:14:45 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 8 17:18:06 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 1 00:01:22 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 8 17:20:38 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 09-08-2021 23:05
on 12-08-2021 13:31
Hi Furfie, thanks for getting in touch -sorry for the delayed response.
I'm also sorry to hear about the issues you've had since your hub upgrade. I've taken a look into this using your forum info, and everything appears to be fine - I appreciate that's not been your experience but I'm hoping things may have improved since then?
If not, can you please try factory resetting the hub and let us know if that helps? If there's no improvement from there then we may need to arrange a visit so this can be looked into further.
With the Hub turned on, push the pinhole button all the way in and hold it there for a timed 60 seconds. Bear in mind your Hub settings and your passwords/passphrase for both the WiFi networks & settings will revert to the two printed on the Hub sticker on its base/side/card so all devices will need to be reconnected manually.
Tom
on 13-08-2021 16:57
Hi Tom
Thank you for coming back to me, I have done a full factory reset both using the reset button and also through the router options yesterday evening and also swapped out the coaxial cable with no luck and the problem still persisting.
If an engineer could be arranged that would be greatly appreciated.
on 14-08-2021 10:52
@Furfie wrote:<snip> and also swapped out the coaxial cable with no luck and the problem still persisting.
You should not be touching the co-ax really, only VM engineers should be working on those cables. You may have inadvertently introduced noise into the circuit?
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on 15-08-2021 09:43
The only cable that has been replaced is the one from the splitter to the router itself which had to be touched to change out the new router...
No other cables have been swapped or touched.
Seeing as one of the earlier posts suggested a bad line this was done to check if it was the cable that was the issue which it has transpired it is not, when the internet has been failing to do things as simple as loading webpages and constantly buffer videos online for a few weeks now when you are paying for a service you want to be through checking things before getting an engineer out to make sure you have done everything to rectify the problem before taking up their time...