Does anyone get us channel changed all the time in the error logs on the hub5?

[RockerSBM]

Hi virgin 

Again im not convinced the upstream channels are not working right saw all channels drop to 32 QAM and come on to check today loads of t3 errors and again to noise has hit the downstream to when this happened.

and last night on the pc internet brower kept freezing and not responding to after the t3 error working ok

also why is the upstream channel always changing in the erorr logs?

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

0	49600000	43.8	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	42.8	5120	QAM 64	3
3	30100000	42.8	5120	QAM 64	4
4	23600000	41.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	17	0
1	ATDMA	0	0	18	0
2	ATDMA	0	0	17	0
3	ATDMA	0	0	16	0
4	ATDMA	0	0	16	0

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

1	331000000	5.6	40	QAM 256	25
2	139000000	6.3	39	QAM 256	1
3	147000000	6.2	39	QAM 256	2
4	155000000	6.2	39	QAM 256	3
5	163000000	6.2	39	QAM 256	4
6	171000000	5.8	40	QAM 256	5
7	179000000	5.4	40	QAM 256	6
8	187000000	5.3	40	QAM 256	7
9	195000000	5.3	40	QAM 256	8
10	203000000	5.1	40	QAM 256	9
11	211000000	5.2	40	QAM 256	10
12	219000000	5	39	QAM 256	11
13	227000000	5	40	QAM 256	12
14	235000000	4.9	40	QAM 256	13
15	243000000	4.7	40	QAM 256	14
16	251000000	4.4	40	QAM 256	15
17	259000000	4.4	40	QAM 256	16
18	267000000	4.8	40	QAM 256	17
19	275000000	5.1	40	QAM 256	18
20	283000000	5.3	40	QAM 256	19
21	291000000	5.6	40	QAM 256	20
22	299000000	5.8	40	QAM 256	21
23	307000000	5.9	40	QAM 256	22
24	315000000	5.9	40	QAM 256	23
25	323000000	5.8	40	QAM 256	24
26	339000000	5.7	40	QAM 256	26
27	347000000	5.6	40	QAM 256	27
28	355000000	5.5	40	QAM 256	28
29	363000000	5.4	40	QAM 256	29
30	371000000	4.9	40	QAM 256	30
31	379000000	4.7	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	6	37
2	Locked	39	12	31
3	Locked	39	9	31
4	Locked	39	9	35
5	Locked	39	12	32
6	Locked	40	13	42
7	Locked	40	19	32
8	Locked	40	12	30
9	Locked	40	8	19
10	Locked	40	12	40
11	Locked	40	8	22
12	Locked	39	9	18
13	Locked	40	8	21
14	Locked	40	13	73
15	Locked	40	5	24
16	Locked	40	13	78
17	Locked	40	11	24
18	Locked	40	13	78
19	Locked	40	6	82
20	Locked	40	5	23
21	Locked	40	8	24
22	Locked	40	11	75
23	Locked	40	8	32
24	Locked	40	8	29
25	Locked	40	7	21
26	Locked	40	9	77
27	Locked	40	13	81
28	Locked	40	8	78
29	Locked	40	9	83
30	Locked	40	11	32
31	Locked	40	10	77

[legacy1]

Is your BQM to the right IP?

[Adduxi]

As you already can see, the PostRS errors are indicative of a poor circuit.  This is perhaps why the US profiles are jumping around to cope?

[RockerSBM]

Hey Guys

Legacy1 yes its the right IP.

Adduxi i have told vm many times that something not right been going on for years here with the partial error service using the hub3 but vm say nothing wrong clearly they still is! used to drop out the connection years back vm said they couldnt see it happen then got hub3 it did that for a but then stopped then i get the partial error on the hub3 with a red line down my graph internet didnt drop like b4 but if online it would lag and also get a bit of noise on the downstream when it hit the line with the partial error message clearly something fault on the circuit but vm network guys are poor and cant do their jobs right here. I had them out many times they checked all my cables put new spliters on for the freq on them even thou the stuff wasnt that old cos everything was new when moved in here in 2014. So vm need to get the networks and work for the money they are on to find this problem

[legacy1]

I would guess the problem is so slight the thing that need replacing is costly. Have you had new cables done outside to the cabinet? 

[RockerSBM]

Hi  all that was new when i moved in the house they didnt have vm here b4 i moved in.

well clearly the upstream needs sorting.

[andrewmm]

We are suffering idetical problems, 

  BQM says we are having drop outs, 

    hub is swamped with changing  channels every minute,

Virgins response is that as I have my own Ethernet switch I need to be on a business account, I need to put hub in modem mode, and I need to pay for my own hardware firewall, as the hub and domestic account can  not cope with users switches.

[legacy1]

---

@andrewmm wrote:

Virgins response is that as I have my own Ethernet switch I need to be on a business account, I need to put hub in modem mode, and I need to pay for my own hardware firewall, as the hub and domestic account can  not cope with users switches.

---

Like which is it? Sounds like VM don't want to fix problem🤑 listed Timeouts in the hub have nothing to do with user kit

[VMUser1812]

Ah now what you do have to realise is that the ‘help centre’ staff are not in any way ‘technical’. They are generic call centre workers who are employed entirely on their ability to read from a set of pre-scripted responses on the screen in front of them. I’d be ever so slightly surprised to find that a majority of them even know what an Ethernet switch is!

But, there is a considerable degree of evidence as reported by people on here that if in doubt, these staff simply make something up, ie lie, as long as it gets you off the phone and they can chalk up another ‘successfully closed call’. Ultimately that’s all their bosses are bothered about, because that is the metric on which they get paid by VM for running a ‘customer service provision’!*

The statement about switches on a domestic account, is, of course as you already suspect, complete rubbish! If the hub is changing channels constantly, then that is an issue further upstream. However you have experience the normal VM customer service provision which can be summed up as ‘if in doubt and what the customer is saying isn’t included on my predefined menu on the screen - then just lie’.

* we should probably use ‘customer service’ in it’s loosest possible defnition!

[andrewmm]

If in doubt , first line seems to be to say do a reset , then a pin hole reset to factory , then take a day off work to get a "tech" to come and look. 

The tech normal response is , to add attenuator , take off attenuator , re make cable crimps , replace hub , or if on doubt it's a know issue in your area that will be fixed in X days , where X is a random number that's not fixed