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Furfie
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Message 1 of 13
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Issues since upgrading to superhub4

Recently upgraded from superhub3 to a superhub4 and have been noticing latency issue and packet loss since, any advice would be greatly appreciated

f1ee71cfbc9f1f8b74e016100483c74ec5cba139-06-08-2021.pngb5f24979dd93cc4ff8a6a97d929c720f0a882002-09-08-2021.png369a0a7793bbe4cde1c33f3ae32adf93aee0831e-08-08-2021.png67f2a286e8309e13e19c698fff4470cf7efc3d6d-07-08-2021.png

 

 
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Furfie
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Re: Issues since upgrading to superhub4

3.0 Downstream channels

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

253307500002.90000240.366287QAM25625
21467500002.90000240.366287QAM2562
31547500003.20000140.366287QAM2563
41627500003.20000140.946209QAM2564
51707500002.90000238.983261QAM2565
61787500002.59999840.366287QAM2566
71867500002.59999840.366287QAM2567
92027500002.59999840.366287QAM2569
102107500002.29999940.366287QAM25610
112187500002.09999840.366287QAM25611
122267500002.00000040.946209QAM25612
132347500002.09999840.366287QAM25613
142427500002.00000040.946209QAM25614
152507500002.00000040.366287QAM25615
162587500002.59999840.366287QAM25616
172667500002.59999840.946209QAM25617
182747500002.79999940.366287QAM25618
192827500003.29999940.946209QAM25619
202907500003.79999940.366287QAM25620
212987500004.19999740.366287QAM25621
223067500003.70000140.946209QAM25622
233147500003.29999940.946209QAM25623
243227500003.00000040.366287QAM25624
263387500003.20000140.366287QAM25626
273467500003.20000140.366287QAM25627
283547500003.00000040.366287QAM25628
293627500003.00000040.366287QAM25629
303707500002.70000140.366287QAM25630
313787500002.59999840.366287QAM25631
323867500002.59999840.366287QAM25632
333947500002.40000240.366287QAM25633
344027500002.00000040.366287QAM25634

 



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Furfie
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Message 3 of 13
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Re: Issues since upgrading to superhub4

3.0 Downstream channels

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

25Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked38.98326100
6Locked40.36628700
7Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.94620900
13Locked40.36628700
14Locked40.94620900
15Locked40.36628700
16Locked40.36628700
17Locked40.94620900
18Locked40.36628700
19Locked40.94620900
20Locked40.36628700
21Locked40.36628700
22Locked40.94620900
23Locked40.94620900
24Locked40.36628700
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.36628700
34Locked40.36628700
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Furfie
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Message 4 of 13
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Re: Issues since upgrading to superhub4

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13260000047.0000005120 KSym/sec64QAM3
25370000048.2500005120 KSym/sec64QAM4
34620000047.5000005120 KSym/sec64QAM1
43940000047.2500005120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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Furfie
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Message 5 of 13
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Re: Issues since upgrading to superhub4

Network Log

Time Priority Description

Thu Jan 1 00:01:28 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 9 17:53:30 20215MIMO 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 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 16 18:42:06 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 06:42:06 20214DHCP 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 20216CM-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 20215RNG-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 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 19:49:14 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 11:55:53 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 05:42:08 20216CM-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 20214DHCP 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 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 31 08:39:05 20216CM-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 20215RNG-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 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 19:28:25 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 19:55:38 20216CM-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 20214DHCP 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 20216CM-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 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 8 17:18:06 20215MIMO 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 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 8 17:20:38 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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legacy1
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Message 6 of 13
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Re: Issues since upgrading to superhub4

Reset the hub or you have a bad line.

---------------------------------------------------------------
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Tom_F
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Message 7 of 13
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Re: Issues since upgrading to superhub4

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

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Furfie
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Message 8 of 13
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Re: Issues since upgrading to superhub4

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.

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Adduxi
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Message 9 of 13
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Re: Issues since upgrading to superhub4


@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?

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

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Message 10 of 13
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Re: Issues since upgrading to superhub4

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...

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