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Connection Issues from Upgrade to Hub4

RyanJ7
On our wavelength

on ‎21-07-2021 20:39

Basically having severe network issues from I upgraded to the new 1Gig broadband. I have the new superhub 4 and It's been an absolute nightmare.

Issues so far;

Speed dropping constantly - Lowest I've seen is 30 mb/s so far. (Wired Connection)

I tried splitting my wireless bands as standard and the 2.4 band consistently disappeared. Which then affected my Sky Tv etc.

I tried another Router (Nighthawk) and SH4 on Modem mode and was locked at 100 mb/s, so I had to return it.

I've since reset the Hub to factory settings and got the smart WiFi Pods which have boosted the WiFi tremendously but obviously not the connection problems.

I seem to be having severe packet loss during online gaming. This results in stutters, visual lag/rubber banding, aswell as cutting out on voice calls and/or Discord.

Is there a major issue with these Hubs? I don't ever remember having anything this severe with SH3. 

 

Any Help would be appreciated.

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19 REPLIES 19

RyanJ7
On our wavelength
In response to RyanJ7

on ‎21-07-2021 23:55

Time Priority Description

Mon Jul 19 16:27:48 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:27:57 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 19 16:28:02 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:28:10 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; 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 19 16:28:12 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:28:12 20216CM-STATUS message sent. Event Type Code: 1; 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;
Mon Jul 19 16:28:28 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:28:42 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 19 16:29:16 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:29:47 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 19 16:30:19 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:31:00 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 19 16:32:48 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 16:32:59 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 18:06:30 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 19 18:06:52 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; 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 Jul 20 01:04:29 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 01:04:30 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 Jul 20 01:05:12 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 01:05:24 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 Jul 20 01:05:27 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 01:05:29 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 Jul 20 01:05:29 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 01:05:33 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; 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 Jul 20 02:39:02 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 02:39:20 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; 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 Jul 20 03:25:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 06:56:06 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; 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 Jul 20 06:59:19 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 06:59:28 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; 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 Jul 20 09:28:40 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 09:29:19 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 10:10:35 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 10:10:56 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 20:40:45 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 20:40:51 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; 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 Jul 20 22:35:39 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 20 22:35:40 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; 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;
Wed Jul 21 06:35:30 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 21 06:35:32 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; 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;
Wed Jul 21 06:35:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 21 06:36:01 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos

RyanJ7
On our wavelength
In response to RyanJ7

on ‎21-07-2021 23:56

I've set up a BQM I will let it run until tomorrow morning and post the Graph.

 

Thanks for the response.

0 Kudos

RyanJ7
On our wavelength
In response to RyanJ7

on ‎22-07-2021 15:18 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/69a866e6a3181a86e71b60d520e5886afb0d13a3
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lotharmat
Community elder
In response to RyanJ7

on ‎22-07-2021 15:30

Well that looks pretty conclusive - packet loss an a cut-out!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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RyanJ7
On our wavelength
In response to lotharmat

on ‎22-07-2021 15:35

Yeah the cut out lasted a good 20 minutes. Is there anyway I can sort this? Would a 3rd party Router sort my problems or do I have to contact VM? 

0 Kudos

lotharmat
Community elder
In response to RyanJ7

on ‎22-07-2021 15:39

No - a 3rd party router will only route whatever connection it gets from VM - VM need to investigate this and fix it - Then, think about getting your own router!

Think of it like a tap - the router is the tap - If you have contaminated water going into the tap - no matter what tap you have - it will still issue contaminated water!

Hope this helps,



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos

lotharmat
Community elder
In response to lotharmat

on ‎22-07-2021 15:39

VM staff will pick this up shortly!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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RyanJ7
On our wavelength
In response to lotharmat

on ‎22-07-2021 15:52

Okay I'll get onto VM ASAP! Thanks for the help.

0 Kudos

Paul_DN
Forum Team
Forum Team
In response to RyanJ7

on ‎24-07-2021 13:46

Hi RyanJ7,

 

Thank you for reaching out to us in our community and welcome, sorry to hear you have been having network issues since your Hub was changed to a Hub 4.0, I have tried to have a look at things our end however wasn't able to locate your account with the details we have for you.

 

So I can help further I will send you a inviste into a private chat, please click on the purple envelope to accept?

 

Rergards

 

Paul.

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Paul_DN
Forum Team
Forum Team
In response to RyanJ7

on ‎24-07-2021 14:33

Hi Ryan,

 

 

Thanks for joining me and for the update, glad to hear a technician has now been arranged please keep us updated.

 

 

 

Regards

 

Paul.

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