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AmMin
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Message 11 of 18
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Re: Hub 4 1Gbps not delivering

Hello Kath_F 

PART 2

Speeds into the Hub consistently falling below the minimum speed guarantee. In this PART 2 I am only looking at speed INTO the hub

SamKnows shows that the speed into Hub is consistently below the speed guarantee and never consistently delivers anything approaching the contracted speed or the guaranteed minimum speed.  This happens on consecutive days. Please see date/time on the screen shots and photos

Frequently there is an error message that the “router could not be found” or “something went wrong” or says it is “…offline” even when it has full power and a solid white light and will display these messages whether using WiFi or over an ethernet connection.   

There are more photos.screen shots

The service I pay for is 1 Gbps. I am not getting that on a consistent basis. And over several consecutive days

What is wrong with the speed into my Hub 4 and how is it put right?

AmMin_0-1632147127379.png

 

AmMin_2-1632147203075.png

AmMin_3-1632147255510.png

 

AmMin_4-1632147300887.png

 

AmMin_5-1632147341350.png

 

AmMin_6-1632147425667.png

 

 

 

 

 

 

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Message 12 of 18
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Re: Hub 4 1Gbps not delivering

Hello Kath_F 

PART 3

Speeds out of the Hub consistently low on Ethernet. In this PART 3 I am only looking at speed OUT of the hub

Speeds are consistently sub 500 Mbps using an Ethernet cable whilst testing different PC’s (both running W10 with all drivers up to date); using different Ethernet cables from CAT 6 to 7 and across different browsers. Between 10 and 13/09 over an Ethernet connection

  • SamKnows speeds to my PC were between a low of 178 to a high of 346 Mbps (except when not recognizing the router when it was zero
  • Ookla was between a low of 112 to a high of 481 Mbps with uploads between 35 to 47Mbps with one momentary flash of 953Mbps.     

This one example proves high speeds are possible but are simply not happening.  None of the speeds get anywhere near 1Gbps on a consistent basis. And yes, the ports on my PC are more than capable of these speeds

Why am I not getting circa near 1 Gbps over an Ethernet cable out of the Hub?

AmMin_0-1632147796804.png

AmMin_1-1632147875320.png

You can see the average speed results from Ookla on my earlier posts. For clarity all these images are over an Ethernet connection so should be more than 900 Mbps.

AmMin_2-1632148004031.png

 

AmMin_3-1632148063573.png

 

 

 

 

 

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Message 13 of 18
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Re: Hub 4 1Gbps not delivering

Hello Kath_F 

PART 3

There are latency spikes. In this PART 3 I am only looking at the latency issues

There are latency spikes each day that are not present in the evening. 

Some of the spike occur on a regular repeating 4 of 8-hour interval pattern. Virgin, please stop pinging me and affecting my service.

These latency spikes suggest there is a fault or utilisation or capacity issue issue in the London SW13 area. Not all the experts who contribute their time to helping us agree on this topic or the implications of this. 

I am losing internet connection/dropping out when video conferencing or when doing remote access for IT support.

Here are some sample BQM images. My BQM images may be better than some of the ones posted on the fora but it feels as if there are issues

AmMin_3-1632148547179.png

 

AmMin_4-1632148567987.png

 

AmMin_5-1632148594882.png

 

AmMin_6-1632148618151.png

 

AmMin_7-1632148639415.png

 

 

 

 

 

 

 

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Message 14 of 18
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Re: Hub 4 1Gbps not delivering

Hello Kath_F 

PART 4

This section deals with my router logs and shows an increase in the 3.1 downstream uncorrectables.  

I have a few T3 errors that tend to increase each day. From what I can see T3 timeouts can lead to RCS Partial Service (Downstream) and can manifest as a dropped connection while the hub renegotiates its channels! I think this is shown in the log stats.

The big issues is the number of Uncorrectables (Post RS Errors) in the 3.1 downstream that increase each day and indicate, given other fora answers, a likely noise problem.

Cable Modem Status     
ItemStatusComments   
Cable Modem StatusOnlineDOCSIS 3.1   
Primary downstream channelLockedSC-QAM   
Channel OverviewDownstreamUpstream   
DOCSIS 3.0 channels314   
DOCSIS 3.1 channels10   
      
      
3.0 Downstream channels     
      
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
92030000005.90000240.366287QAM2569
11390000005.90000240.366287QAM2561
21470000005.90000240.366287QAM2562
31550000005.80000340.366287QAM2563
41630000005.59999840.366287QAM2564
51710000005.19999740.946209QAM2565
61790000005.59999840.366287QAM2566
7187000000640.366287QAM2567
81950000005.80000340.946209QAM2568
102110000005.90000240.366287QAM25610
112190000006.09999840.946209QAM25611
122270000006.19999740.366287QAM25612
132350000006.30000340.366287QAM25613
142430000006.69999740.946209QAM25614
152510000006.09999840.366287QAM25615
16259000000640.366287QAM25616
172670000005.90000240.366287QAM25617
182750000006.09999840.366287QAM25618
192830000006.69999740.946209QAM25619
202910000006.09999840.366287QAM25620
212990000005.80000340.366287QAM25621
223070000005.80000340.366287QAM25622
233150000005.90000240.366287QAM25623
24323000000740.366287QAM25624
253310000007.540.946209QAM25625
263390000007.19999740.366287QAM25626
273470000007.40000240.946209QAM25627
283550000006.80000340.946209QAM25628
293630000007.19999740.366287QAM25629
303710000007.40000240.366287QAM25630
313790000006.80000340.366287QAM25631
      
      
3.0 Downstream channels     
      
ChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
9Locked40.36628700 
1Locked40.36628700 
2Locked40.36628700 
3Locked40.36628700 
4Locked40.36628700 
5Locked40.94620900 
6Locked40.36628700 
7Locked40.36628700 
8Locked40.94620900 
10Locked40.36628700 
11Locked40.94620900 
12Locked40.36628700 
13Locked40.36628700 
14Locked40.94620900 
15Locked40.36628700 
16Locked40.36628700 
17Locked40.36628700 
18Locked40.36628700 
19Locked40.94620900 
20Locked40.36628700 
21Locked40.36628700 
22Locked40.36628700 
23Locked40.36628700 
24Locked40.36628700 
25Locked40.94620900 
26Locked40.36628700 
27Locked40.94620900 
28Locked40.94620900 
29Locked40.36628700 
30Locked40.36628700 
31Locked40.36628700 
      
      
3.1 Downstream channels     
      
ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)
41964K1880QAM4096759
      
      
3.1 Downstream channels     
      
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)
41Locked449.72893647602554
      
      
3.0 Upstream channels     
      
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940000043.7705995120 KSym/sec64QAM4
24620000044.0205995120 KSym/sec64QAM3
36030000044.7705995120 KSym/sec64QAM1
45370000044.5205995120 KSym/sec64QAM2
      
      
3.0 Upstream channels     
      
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0020
3US_TYPE_STDMA0000
4US_TYPE_STDMA0010

 

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Message 15 of 18
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Re: Hub 4 1Gbps not delivering

continuing PART 4

General Configuration      
       
Network accessTRUE     
Maximum Number of CPEs1     
Baseline PrivacyTRUE     
DOCSIS Mode3.1     
Config filecmreg-vmdg640-bbt076-b.cm     
       
       
Primary Downstream Service Flow     
       
SFID48     
Max Traffic Rate1200000450     
Max Traffic Burst42600     
Min Traffic Rate0     
       
       
Primary Upstream Service Flow     
       
SFID47     
Max Traffic Rate55000270     
Max Traffic Burst42600     
Min Traffic Rate0     
Max Concatenated Burst42600     
Scheduling TypebestEffort     
       
       
       
Network Log      
       
TimePriorityDescription    
Mon Aug 23 17:09:49 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Pr
Mon Aug 23 17:09:49 20213No Ranging Response received - T3 time-out;C
Mon Aug 23 17:09:54 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; 
Mon Aug 23 17:09:59 20213No Ranging Response received - T3 time-out;C
Mon Aug 23 17:10:00 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Mon Aug 23 17:10:06 20213No Ranging Response received - T3 time-out;C
Mon Aug 23 17:10:08 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; 
Mon Aug 23 17:10:13 20213No Ranging Response received - T3 time-out;
Mon Aug 23 17:10:46 20213Ranging Request Retries exhausted;
Mon Aug 23 17:10:46 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Aug 23 17:10:54 20213No Ranging Response received - T3 time-out
Mon Aug 23 17:11:09 20213Ranging Request Retries exhausted;
Mon Aug 23 17:11:09 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Aug 23 17:11:29 20213No Ranging Response received - T3 time-out;
Mon Aug 23 17:11:47 20213Ranging Request Retries exhausted;
Mon Aug 23 17:11:47 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Aug 23 17:11:53 20213Ranging Request Retries exhausted;
Mon Aug 23 17:11:53 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Aug 23 17:12:41 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
Mon Aug 23 17:30:17 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Thu Aug 26 12:36:08 20214DHCP RENEW WARNING - Field invalid in response v4 option;;
Thu Aug 26 16:06:06 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: 
Sun Aug 29 22:36:47 20214DHCP RENEW WARNING - Field invalid in response v4 option;;
Mon Aug 30 09:57:43 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Wed Sep 1 14:01:54 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
Wed Sep 1 16:37:21 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
       
From prior log files      
Wed Sep 1 16:37:21 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Fri Sep 3 18:19:17 20214DHCP RENEW WARNING - Field invalid in response v4 option;
Sat Sep 4 08:12:44 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
       
   
Mon Sep 6 16:50:15 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Thu Sep 9 08:43:31 20213No Ranging Response received - T3 time-out;
Thu Sep 9 14:29:37 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Fri Sep 10 02:58:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;
Fri Sep 10 08:22:57 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Fri Sep 10 17:49:13 20213No Ranging Response received - T3 time-out;
Fri Sep 10 19:25:27 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Sat Sep 11 04:18:37 20213No Ranging Response received - T3 time-out;
   
From prior log files  
Thu Aug 19 20:15:15 2021 5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Fri Aug 20 07:15:23 2021 6CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Fri Aug 20 20:40:14 2021 3No Ranging Response received - T3 time-out;
Fri Aug 20 21:34:37 2021 6CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Sat Aug 21 10:55:28 2021 3No Ranging Response received - T3 time-out;
Sat Aug 21 11:22:42 2021 6CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Sun Aug 22 19:37:24 2021 4DHCP RENEW WARNING - Field invalid in response v4 option;
Mon Aug 23 08:09:46 2021 6CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; 
Mon Aug 23 17:03:49 2021 3SYNC Timing Synchronization failure - Loss of Sync;
Mon Aug 23 17:03:52 2021 6CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; DSID: N/A; 
Mon Aug 23 17:03:53 2021 5Lost MDD Timeout;
Mon Aug 23 17:06:08 2021 3Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;C
Mon Aug 23 17:06:52 2021 3No Ranging Response received - T3 time-out;
Mon Aug 23 17:06:57 2021 6CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: 
Mon Aug 23 17:06:59 20213No Ranging Response received - T3 time-out
Mon Aug 23 17:07:09 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: 
Mon Aug 23 17:07:12 20213No Ranging Response received - T3 time-out;
Mon Aug 23 17:07:14 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; 
Mon Aug 23 17:07:18 20213No Ranging Response received - T3 time-out;
Mon Aug 23 17:09:33 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; 
Mon Aug 23 17:09:35 20213No Ranging Response received - T3 time-out;
Mon Aug 23 17:09:38 20213SYNC Timing Synchronization failure - Loss of Sync;C
Mon Aug 23 17:09:38 20213SYNC Timing Synchronization failure - Loss of Sync;
       
       
       
       
       
       

 

 

 

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Message 16 of 18
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Re: Hub 4 1Gbps not delivering

Continuing Part 4: Uncorrectables

If we look just at the 3.1 D/S and the changes to the uncorrectables over the last week from 12/09 to 18/09 we see

3.1 Downstream channels 18/09     
       
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile) 
41Locked449.72893647602554 
       
       
       
       
3.1 Downstream channels 17/09     
       
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile) 
41Locked449.82154496012379 
       
       
       
3.1 Downstream channels 16/09      
       
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile) 
41Locked449.91516377172064 
       
       
3.1 Downstream channels 12/09      
       
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile) 
41Locked429.537994815127 

 

Today, 20/09/2021 the router logs seem strange. It tells me there are no T3 errors, that there are no uncorrectables and that the entire page relating to the Network Log is blank. Frankly, I do not believe what it is telling me as the service has not improved!

Summary

Thanks Kath_F and I look forward to talking with the engineer and with understanding what is going on before I add my own WiFi to the Hub 4 and kick it into modem mode. You said there were some issues with the hub and it would be good to understand what those were/are. 

Any other great thoughts/suggestions welcome 

Apologies for the long reply post as there are some important issues and some of these issues are inter-related

 

 

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Message 17 of 18
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Re: Hub 4 1Gbps not delivering

Today, 21/09 the most notable things on the router stats is that the Network Log remains blank with no data (even after a refresh) and that the uncorrectables increased over the last 24 hours even though the rest of the tables 'shows' there are no Post RS Errors or T3 errors. Guess this can only mean that the Hub records are faulty and not reporting properly 

3.1 Downstream channels

 

 

 

 

 

 

 

 

 

 

 

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

41

Locked

43

9.5

97377427

224

 

I have an engineer booked to visit and Virgin say the downstream levels are out of spec. I have asked for someone at Virgin to explain what that means as one month ago the downstream levels were out of spec and an engineer visited and said everything was fine yet the same issues remain. 

  • Can someone please explain which of the downstream things are out of spec; what that means and what needs to happen to fix it and if this is fixed does it sort out the issues set out in this post
  • The minimum speed guarantee has been missed over consecutive days
  • The speed out of the hub over Ethernet remains far too low
  • There are latency spikes and video conference or remote access is problematic

I am unwilling to spend cash on my own tri-band WiFi 6 router/mesh unless I know the Hub 4 is working properly.

Many thanks everyone

 

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Message 18 of 18
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Re: Hub 4 1Gbps not delivering

Hi AmMin, 

Thanks for keeping us posted, I can see a repull has been booked and we are hoping this will improve your services, Please keep us posted.

Zoie

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