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Hub 3 High latency

I've been experiencing a slow connection and high latency across numerous devices for a while now. I finally set up a BQM and it confirmed my impression of my experience, with constant high congestion.

7a1044065823168f47833331d0e425ac274083e2-10-09-2020.png

I'll post my downstream and upstream stats below, hoping someone can tell me whether things look normal or not. I think the downstream errors look not good, but maybe I'm wrong. I've checked coax cable connections, everything feels finger-tight. The Hub 3 is on the latest firmware, being used in router mode, and is on a bookshelf where it is able to stay well ventilated.

Downstream bonded channels

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

1482000000-538256qam13
2182000000-538256qam2
3190000000-538256qam3
4198000000-538256qam4
5206000000-638256qam5
6214000000-638256qam6
7222000000-638256qam7
8230000000-538256qam8
9238000000-538256qam9
10251000000-538256qam10
11259000000-538256qam11
12474000000-538256qam12
13174000000-538256qam1
14490000000-538256qam14
15498000000-538256qam15
16506000000-438256qam16
17514000000-438256qam17
18522000000-438256qam18
19530000000-438256qam19
20538000000-338256qam20
21546000000-338256qam21
22554000000-338256qam22
23714000000-537256qam23
24722000000-537256qam24

 

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

1Locked38.983197470301479
2Locked38.98319720167731683
3Locked38.60519720113401075
4Locked38.6051972011916740
5Locked38.60519720139711039
6Locked38.60519720175122098
7Locked38.60519720177302579
8Locked38.60519720191272117
9Locked38.60519720157341278
10Locked38.6051972008866824
11Locked38.60519720169161144
12Locked38.983197201264284
13Locked38.60519720219581081
14Locked38.983197202388277
15Locked38.605197201739281
16Locked38.983197203004175
17Locked38.605197200830575
18Locked38.983197202420053
19Locked38.9831972025088339
20Locked38.9831972028172828
21Locked38.6051972009301645
22Locked38.9831972029064152
23Locked37.636197203308143
24Locked37.636197202129540

 

Upstream bonded channels 

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

153600000505.12064qam13
260200000505.12064qam14
332800000485.12064qam10
446000000505.12064qam12
539400000495.12064qam11

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

12.00020
22.00020
32.00020
42.00030
52.00020


This is after 16 hours of uptime. I previously was using modem mode with a Nighthawk router, but the router stopped working yesterday. While I'm waiting on a replacement, I wanted to diagnose why things are so bad with my Hub 3 in the first place. Any feedback is most welcome!

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Re: Hub 3 High latency

Your Downstream Power levels are very low and approaching the minimum value of -6dbMv.

Your Upstream Power Levels are too high max is 51.0dBmV (Hub reports 1 decimal place out)

You will need an engineer visit to fix these power levels.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

---------------------------------------------------------------------------------------------------------------------------------------------------------

You have far too many Pre & Post RS Errors, these should clear with a reboot and monitored for the next few hours.

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then check your stats again and repost them at about teatime.

---------------------------------------------------------------------------------------------------------------------------------------------------------

Can you post a Live Link to your BQM please.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

 

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Hub 3 High latency

Thank you very much! Here's a live link to the BQM and I'll be talking to Virgin soon.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fabf76e9bfd252ff2d5781557deaf4991aa757a6
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Re: Hub 3 High latency

Your >> BQM << reminds me of something.

I remember now ...

 

bart-simpson-decals

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Hub 3 High latency

I thought the same thing XD

Just did text support with Virgin. They told me this is normal and I should buy some powerline adapters if I'm gaming a lot. I'm not and I don't think this is normal. They told me to reboot the modem and monitor it some more... Some in the house using it to work from home right now, so I suppose I'll reboot this evening and hope for the best.

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Re: Hub 3 High latency

Gave it a reboot this morning (pinhole button pressed down for 15 seconds) and it's just the same story today, Bart Simpson on the BQM and the same power levels and rates of errors. Guess this is the level of quality I should expect until I get a new router.

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Re: Hub 3 High latency

Your >> BQM << is showing major latency.

I think that you are in an area of high utilisation.

The best thing to do now is contact VM to report the problem using ...

Pre-installation & Delivery team on 08000 521 734

Hub Activation number on 0800 953 9500 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Hub 3 High latency

Good Afternoon, 

 

Welcome to the forums, Thank you for taking the time to post. 

 

I can assure you that nothing is normal about that BQM (not that there is anything wrong with Bart) 

 

I am going to drop you a PM so that I can look further into this for you. 

 

Kind regards,

Zak_M

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Re: Hub 3 High latency

Thanks, PMs are open, happy to chat whenever you're ready.
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