HUB 4 Packet Loss - Rebooting Issues

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Hi All,
Having issues with Hub 4 connection and speed (when it's on)

I received an email on the 7th September from VM that said "We've spotted an issue with your broadband connection" and went on to say that their smart support uses clever tech to check broadband performance in the background and we've noticed that your broadband is not as fast and reliable as it should be - dont worry we've already applied a remoted overnight fix"
Then on the 9th September at 8:36 a further email from VM "Good News - Your connections in tip-top shape" The issue's been resolved and you're now getting a much more reliable connection.
We will continue to monitor things and be in touch if we need to update you on anything"

Well from 8:36 and still happening as I'm typing this - the Hub 4 white light goes from Solid Bright, Dull-White, Flashes off and on - and this has been occurring non-stop since yesterday @ 8:36.

I've tried reaching out to support by phone and the chap kept assuring me that there was nothing wrong with the Hub 4 or the internet connection --- kept referring it to wifi even when I told him I'm using Wired and Wifi (it's amazing how many people refer to internet / broadband as "WIFI")
He said that the connection is working perfectly (yet even the VM status shows there is an issue) but will escalate to 2nd level which will monitor for next 48hrs.

This is no good as it's been since 7th I've had issues but they dont care.
I also enquired about a replacement Hub - he said that a replacement would cost £50 and if I wanted the Hub 5 we will have to review your contract and increase your connection -- I'm on Gig1!!

So what I've done since the 9th "all good" email:
Turned off hub for 10mins then switched back on.
Waited 1hr to ensure all was ok but it was still cycling through Solid White light to Dull to off.
Pin hole reset.
Samknows/realspeed shows speed to the hub is 950-1000, but download speeds on the devices is not reaching over 100mb - thats on an iphone 14, Pixel 7 pro and an dell laptop (wired)

All still the same.
Thinkbroadband shows that there is a high packet loss.

Any ideas or is it a case of me having to wait for the 12th until a engineer comes out - looks in the cabinet and says all is fine? 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f..."><img alt="My Broadband Ping - Virgin Media Hub4" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/188e116b8e6729c688c731a0147a77766f..." /></a>

[jbrennand]

BQM looks dreadful !  Can you do this.....

Firstly, check for any “known network faults in your location - call the “check service,“free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing is reported there...

Switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch it on again and leave 5 minutes

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

When all done, check back in the settings and ensure that the RS error counts and T3 errors did all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64 any less is an issue

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I have 4 tables under Downstream:

3.0 Downstream channels

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

1	362250000	12.599998	38.605377	QAM256	1
2	370250000	12.500000	38.605377	QAM256	2
3	378250000	11.900002	37.636276	QAM256	3
4	386250000	11.699997	38.605377	QAM256	4
5	394250000	12.000000	38.605377	QAM256	5
6	402250000	12.199997	38.605377	QAM256	6
7	410250000	11.800003	38.605377	QAM256	7
8	418250000	11.199997	38.605377	QAM256	8
9	426250000	11.199997	37.636276	QAM256	9
10	434250000	11.800003	38.605377	QAM256	10
11	442250000	11.699997	38.605377	QAM256	11
28	578250000	10.099998	38.983261	QAM256	28
29	586250000	10.300003	37.355988	QAM256	29
30	594250000	10.699997	37.636276	QAM256	30
31	602250000	10.500000	37.636276	QAM256	31
32	610250000	10.400002	38.605377	QAM256	32
33	618250000	10.300003	37.636276	QAM256	33
34	626250000	10.699997	37.636276	QAM256	34
35	634250000	10.800003	37.355988	QAM256	35
36	658250000	9.900002	37.636276	QAM256	36
38	666250000	10.500000	37.636276	QAM256	38
39	674250000	10.699997	37.636276	QAM256	39
40	682250000	10.000000	37.636276	QAM256	40
41	690250000	9.500000	37.636276	QAM256	41
37	698250000	10.199997	37.636276	QAM256	37
42	706250000	10.800003	37.636276	QAM256	42
43	714250000	10.500000	37.355988	QAM256	43
44	722250000	9.599998	37.355988	QAM256	44
45	730250000	9.500000	38.605377	QAM256	45
46	738250000	9.800003	37.636276	QAM256	46
47	746250000	9.900002	37.636276	QAM256	47

3.0 Downstream channels

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

1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	37.636276	0	0
4	Locked	38.605377	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	37.636276	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	37.355988	0	0
30	Locked	37.636276	0	0
31	Locked	37.636276	0	0
32	Locked	38.605377	0	0
33	Locked	37.636276	0	0
34	Locked	37.636276	0	0
35	Locked	37.355988	0	0
36	Locked	37.636276	0	0
38	Locked	37.636276	0	0
39	Locked	37.636276	0	0
40	Locked	37.636276	0	0
41	Locked	37.636276	0	0
37	Locked	37.636276	0	0
42	Locked	37.636276	0	0
43	Locked	37.355988	0	0
44	Locked	37.355988	0	0
45	Locked	38.605377	0	0
46	Locked	37.636276	0	0
47	Locked	37.636276	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

48

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

48

Locked

39

9.3

19950911

0

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4 tables in upstream as well:

3.0 Upstream channels

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

1	36600000	41.270599	5120 KSym/sec	64QAM	3
2	43100000	41.520599	5120 KSym/sec	64QAM	2
3	23600000	40.520599	5120 KSym/sec	64QAM	9
4	30100000	40.770599	5120 KSym/sec	64QAM	4
5	49600000	42.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.4

45.6

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

53.4

0

0

Configuration Tab:

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	27500
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	27499
Max Traffic Rate	110000274
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Network log

Network Log

Time Priority Description

Tue Sep 10	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	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=XXXXXXXXXXXXCMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;

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Since doing another factory reset and the above packt loss is 0.

However speed is still less than 100MB for all devices despite samknows/realspeed showing 1000MB to the hub.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1bbaf72988235eadf3bb30dbba5718deb8... 

[legacy1]

You testing by PC?

try new cable

1aTTack.de 2m - CAT6a - Network cable black - 1 piece CAT 6a S-FTP double shielded PIMF 500MHz halog...

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Done the tests via the same method as before iphone 14, Pixel 7 pro and a dell laptop (wired) changing the Cat 6 for another cat 6 made no difference. Still less than 100mb.

[legacy1]

what does the device link speed show?

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Sorry device link speed?

If you mean wired to the laptop it's:

Ethernet port 1 - 68, port 2 - 66, port 3 - 61 and port for 67.

I've had yet another one of those something wrong emails followed by an engineer will be out between 4pm and 7pm..

At least they can see something is definitely wrong.

[legacy1]

See Network Adapter Speed in Windows 10 | Tutorials (tenforums.com)