on 13-09-2021 12:33
The Hub 4 WiFi experience has been dreadful. I previously posted “Hub4 1GB intermittent WIFI. Connection unstable. Speeds all over the place” as the service, using WiFi, dropped out, especially when video conferencing (eg zoom/googlemeet…), was inconsistent and unreliable. Re-setting multiple times did not provide a solution. PODS did not improve the speed nor reliability. I decided to connect directly with an ethernet cable. I have done this with 2 different PC’s both running W10 from different manufacturers and with all drivers up to date. I have used 3 different ethernet cables (2 x Cat 6 and 1 x Cat 7) and connected each, in turn, to Port 4 and removed all other ethernet connections from the hub and disconnected WiFi. And tested on couple of different browsers. The speed tests were not all to the same target as the servers used are found automatically. The results are below using Ookla and Virgin approved ‘SamKnows .
ISSUE 1: Speeds into Hub INCONSISTENT & TOO OFTEN BELOW VIRGIN THRESHOLD or ZERO
Speed into the Hub 4 varies and is often sub 500 Mbps or gives an error message that the router could not be found. SamKnows speeds into the Hub ranged from a low of 387 to a high of 926Mbps over the last few days. This fluctuating speed is not new. On 16/8 the speed ranged from a low of 253 to a high of 1029 Mbps.
On 13/09 morning I re-set the hub given this is a typical request. Removed all ethernet cables. Turned off and removed power cable. Waited roughly 10 minutes before reconnecting. Disconnected WiFi. Added ethernet cable. Here’s what happened. Speed into the Hub ranged from an error message to 999 Mbps and through 203 to 335 Mbps….
Questions:
ISSUE 2: Speeds out of the Hub TOO SLOW Using Ethernet Cables
Between 10 and 12/09 SamKnows speeds to my PC were between a low of 178 to a high of 292 Mbps (except when not recognizing the router when it was zero) and has shown consistently low speeds out to our devices. Ookla was between a low of 112 to a high of 384 Mpbs with uploads between 35 to 47Mbps. This is using ethernet cables.
After re-setting hub on 13/09 and using an ethernet cable SamKnows speeds were 283 to 346 Mbps and Ookla was 130 to 341 Mbps on one pc and 953Mbps once before further test results at 441 and 481 Mbps on the other pc.
This proves high speeds are possible but are simply not happening. None of the speeds get anywhere near 1Gbps service on a consistent basis.
Note: I do not know if the service drops, especially on zoom, if I used an ethernet cable instead of WiFi, but that solution would be 100% impractical as the hub/router is in the wrong place for working tethered to a cable. I also do not know if the drop outs and buffering occur on all devices at once as they are not all in use at once.
Questions
Other
I shall update the issues with WiFi and can share the BQM and router logs on my first post.
Many thanks for all your help in advance.
on 20-09-2021 15:19
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?
on 20-09-2021 15:29
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
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?
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.
on 20-09-2021 15:44
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
on 20-09-2021 15:50
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 | |||||
Item | Status | Comments | |||
Cable Modem Status | Online | DOCSIS 3.1 | |||
Primary downstream channel | Locked | SC-QAM | |||
Channel Overview | Downstream | Upstream | |||
DOCSIS 3.0 channels | 31 | 4 | |||
DOCSIS 3.1 channels | 1 | 0 | |||
3.0 Downstream channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
9 | 203000000 | 5.900002 | 40.366287 | QAM256 | 9 |
1 | 139000000 | 5.900002 | 40.366287 | QAM256 | 1 |
2 | 147000000 | 5.900002 | 40.366287 | QAM256 | 2 |
3 | 155000000 | 5.800003 | 40.366287 | QAM256 | 3 |
4 | 163000000 | 5.599998 | 40.366287 | QAM256 | 4 |
5 | 171000000 | 5.199997 | 40.946209 | QAM256 | 5 |
6 | 179000000 | 5.599998 | 40.366287 | QAM256 | 6 |
7 | 187000000 | 6 | 40.366287 | QAM256 | 7 |
8 | 195000000 | 5.800003 | 40.946209 | QAM256 | 8 |
10 | 211000000 | 5.900002 | 40.366287 | QAM256 | 10 |
11 | 219000000 | 6.099998 | 40.946209 | QAM256 | 11 |
12 | 227000000 | 6.199997 | 40.366287 | QAM256 | 12 |
13 | 235000000 | 6.300003 | 40.366287 | QAM256 | 13 |
14 | 243000000 | 6.699997 | 40.946209 | QAM256 | 14 |
15 | 251000000 | 6.099998 | 40.366287 | QAM256 | 15 |
16 | 259000000 | 6 | 40.366287 | QAM256 | 16 |
17 | 267000000 | 5.900002 | 40.366287 | QAM256 | 17 |
18 | 275000000 | 6.099998 | 40.366287 | QAM256 | 18 |
19 | 283000000 | 6.699997 | 40.946209 | QAM256 | 19 |
20 | 291000000 | 6.099998 | 40.366287 | QAM256 | 20 |
21 | 299000000 | 5.800003 | 40.366287 | QAM256 | 21 |
22 | 307000000 | 5.800003 | 40.366287 | QAM256 | 22 |
23 | 315000000 | 5.900002 | 40.366287 | QAM256 | 23 |
24 | 323000000 | 7 | 40.366287 | QAM256 | 24 |
25 | 331000000 | 7.5 | 40.946209 | QAM256 | 25 |
26 | 339000000 | 7.199997 | 40.366287 | QAM256 | 26 |
27 | 347000000 | 7.400002 | 40.946209 | QAM256 | 27 |
28 | 355000000 | 6.800003 | 40.946209 | QAM256 | 28 |
29 | 363000000 | 7.199997 | 40.366287 | QAM256 | 29 |
30 | 371000000 | 7.400002 | 40.366287 | QAM256 | 30 |
31 | 379000000 | 6.800003 | 40.366287 | QAM256 | 31 |
3.0 Downstream channels | |||||
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
9 | Locked | 40.366287 | 0 | 0 | |
1 | Locked | 40.366287 | 0 | 0 | |
2 | Locked | 40.366287 | 0 | 0 | |
3 | Locked | 40.366287 | 0 | 0 | |
4 | Locked | 40.366287 | 0 | 0 | |
5 | Locked | 40.946209 | 0 | 0 | |
6 | Locked | 40.366287 | 0 | 0 | |
7 | Locked | 40.366287 | 0 | 0 | |
8 | Locked | 40.946209 | 0 | 0 | |
10 | Locked | 40.366287 | 0 | 0 | |
11 | Locked | 40.946209 | 0 | 0 | |
12 | Locked | 40.366287 | 0 | 0 | |
13 | Locked | 40.366287 | 0 | 0 | |
14 | Locked | 40.946209 | 0 | 0 | |
15 | Locked | 40.366287 | 0 | 0 | |
16 | Locked | 40.366287 | 0 | 0 | |
17 | Locked | 40.366287 | 0 | 0 | |
18 | Locked | 40.366287 | 0 | 0 | |
19 | Locked | 40.946209 | 0 | 0 | |
20 | Locked | 40.366287 | 0 | 0 | |
21 | Locked | 40.366287 | 0 | 0 | |
22 | Locked | 40.366287 | 0 | 0 | |
23 | Locked | 40.366287 | 0 | 0 | |
24 | Locked | 40.366287 | 0 | 0 | |
25 | Locked | 40.946209 | 0 | 0 | |
26 | Locked | 40.366287 | 0 | 0 | |
27 | Locked | 40.946209 | 0 | 0 | |
28 | Locked | 40.946209 | 0 | 0 | |
29 | Locked | 40.366287 | 0 | 0 | |
30 | Locked | 40.366287 | 0 | 0 | |
31 | Locked | 40.366287 | 0 | 0 | |
3.1 Downstream channels | |||||
Channel | Channel Width (MHz) | FFT Type | Number of Active Subcarriers | Modulation (Active Profile) | First Active Subcarrier (Hz) |
41 | 96 | 4K | 1880 | QAM4096 | 759 |
3.1 Downstream channels | |||||
Channel ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) |
41 | Locked | 44 | 9.7 | 289364760 | 2554 |
3.0 Upstream channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39400000 | 43.770599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 44.020599 | 5120 KSym/sec | 64QAM | 3 |
3 | 60300000 | 44.770599 | 5120 KSym/sec | 64QAM | 1 |
4 | 53700000 | 44.520599 | 5120 KSym/sec | 64QAM | 2 |
3.0 Upstream channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 2 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
on 20-09-2021 15:52
continuing PART 4
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 | 48 | |||||
Max Traffic Rate | 1200000450 | |||||
Max Traffic Burst | 42600 | |||||
Min Traffic Rate | 0 | |||||
Primary Upstream Service Flow | ||||||
SFID | 47 | |||||
Max Traffic Rate | 55000270 | |||||
Max Traffic Burst | 42600 | |||||
Min Traffic Rate | 0 | |||||
Max Concatenated Burst | 42600 | |||||
Scheduling Type | bestEffort | |||||
Network Log | ||||||
Time | Priority | Description | ||||
Mon Aug 23 17:09:49 2021 | 6 | CM-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 2021 | 3 | No Ranging Response received - T3 time-out;C | ||||
Mon Aug 23 17:09:54 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; | ||||
Mon Aug 23 17:09:59 2021 | 3 | No Ranging Response received - T3 time-out;C | ||||
Mon Aug 23 17:10:00 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Mon Aug 23 17:10:06 2021 | 3 | No Ranging Response received - T3 time-out;C | ||||
Mon Aug 23 17:10:08 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; | ||||
Mon Aug 23 17:10:13 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:10:46 2021 | 3 | Ranging Request Retries exhausted; | ||||
Mon Aug 23 17:10:46 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted; | ||||
Mon Aug 23 17:10:54 2021 | 3 | No Ranging Response received - T3 time-out | ||||
Mon Aug 23 17:11:09 2021 | 3 | Ranging Request Retries exhausted; | ||||
Mon Aug 23 17:11:09 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted; | ||||
Mon Aug 23 17:11:29 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:11:47 2021 | 3 | Ranging Request Retries exhausted; | ||||
Mon Aug 23 17:11:47 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted; | ||||
Mon Aug 23 17:11:53 2021 | 3 | Ranging Request Retries exhausted; | ||||
Mon Aug 23 17:11:53 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted; | ||||
Mon Aug 23 17:12:41 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1; | ||||
Mon Aug 23 17:30:17 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Thu Aug 26 12:36:08 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;; | ||||
Thu Aug 26 16:06:06 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: | ||||
Sun Aug 29 22:36:47 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;; | ||||
Mon Aug 30 09:57:43 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Wed Sep 1 14:01:54 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1; | ||||
Wed Sep 1 16:37:21 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
From prior log files | ||||||
Wed Sep 1 16:37:21 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Fri Sep 3 18:19:17 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option; | ||||
Sat Sep 4 08:12:44 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Mon Sep 6 16:50:15 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Thu Sep 9 08:43:31 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Thu Sep 9 14:29:37 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Fri Sep 10 02:58:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option; | ||||
Fri Sep 10 08:22:57 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Fri Sep 10 17:49:13 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Fri Sep 10 19:25:27 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Sat Sep 11 04:18:37 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
From prior log files | ||||||
Thu Aug 19 20:15:15 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 | ||||
Fri Aug 20 07:15:23 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Fri Aug 20 20:40:14 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Fri Aug 20 21:34:37 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Sat Aug 21 10:55:28 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Sat Aug 21 11:22:42 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Sun Aug 22 19:37:24 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option; | ||||
Mon Aug 23 08:09:46 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; | ||||
Mon Aug 23 17:03:49 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync; | ||||
Mon Aug 23 17:03:52 2021 | 6 | CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; DSID: N/A; | ||||
Mon Aug 23 17:03:53 2021 | 5 | Lost MDD Timeout; | ||||
Mon Aug 23 17:06:08 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;C | ||||
Mon Aug 23 17:06:52 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:06:57 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: | ||||
Mon Aug 23 17:06:59 2021 | 3 | No Ranging Response received - T3 time-out | ||||
Mon Aug 23 17:07:09 2021 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: | ||||
Mon Aug 23 17:07:12 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:07:14 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; | ||||
Mon Aug 23 17:07:18 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:09:33 2021 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; | ||||
Mon Aug 23 17:09:35 2021 | 3 | No Ranging Response received - T3 time-out; | ||||
Mon Aug 23 17:09:38 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;C | ||||
Mon Aug 23 17:09:38 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync; | ||||
on 20-09-2021 16:07
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 ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) | |
41 | Locked | 44 | 9.7 | 289364760 | 2554 | |
3.1 Downstream channels 17/09 | ||||||
Channel ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) | |
41 | Locked | 44 | 9.8 | 215449601 | 2379 | |
3.1 Downstream channels 16/09 | ||||||
Channel ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) | |
41 | Locked | 44 | 9.9 | 151637717 | 2064 | |
3.1 Downstream channels 12/09 | ||||||
Channel ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) | |
41 | Locked | 42 | 9.5 | 37994815 | 127 |
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
on 21-09-2021 21:59
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 |
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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.
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
on 24-09-2021 08:52
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
on 03-12-2021 13:31
Thanks for joining us on PM @AmMin
Just to update the thread, the repull was done but not fixed things, a further tech has been booked as a few of the downstream channels are out of spec.
You can track this tech visit in your online account
Let us know how the visit goes.
Best
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on 05-12-2021 11:27
Thanks for the message @AmMin
Just to update the thread, the visit date has been changed. Going forward, please pop any updates publicly so we can assist further
Best
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