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Hub 4 - Internet Keeps Dropping

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rickgillyon
On our wavelength

on ‎18-08-2022 18:01

I recently upgraded to 1Gb internet which meant Hub3 to Hub4. Previously the internet was rock-solid, no drop-outs, but since moving to the hub4 it's been a nightmare. Hub is running in modem mode to the same Asus router as the hub3 was, and the drop-outs are happening with wired and wireless connections. Any ideas? Some days working from home is just impossible.

My Broadband Ping - vmHub4

1 ACCEPTED SOLUTION

Accepted Solutions

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Tudor
Very Insightful Person
Very Insightful Person
In response to andrewmm

on ‎24-08-2022 15:25

Downstream and upstream power levels are out of spec. Unless there is an area fault, you probably need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

See where this Helpful Answer was posted

18 REPLIES 18

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rickgillyon
On our wavelength

on ‎18-08-2022 18:03

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25331000000-10.235.8QAM25625
1139000000-6.636.6QAM2561
2147000000-6.637.4QAM2562
3155000000-6.537.6QAM2563
4163000000-6.537.4QAM2564
5171000000-6.737.6QAM2565
6179000000-7.136.6QAM2566
7187000000-7.436.6QAM2567
8195000000-7.737.6QAM2568
9203000000-7.837.4QAM2569
10211000000-837.4QAM25610
11219000000-8.137.4QAM25611
12227000000-7.937.6QAM25612
13235000000-7.937.4QAM25613
14243000000-7.637.4QAM25614
15251000000-837.4QAM25615
16259000000-7.936.6QAM25616
17267000000-8.437.4QAM25617
18275000000-9.136.6QAM25618
19283000000-8.836.8QAM25619
20291000000-8.736.6QAM25620
21299000000-8.137.4QAM25621
22307000000-8.636.6QAM25622
23315000000-9.136.6QAM25623
24323000000-9.936.4QAM25624
26339000000-10.335.8QAM25626
27347000000-10.535.6QAM25627
28355000000-10.735.6QAM25628
29363000000-1135.6QAM25629
30371000000-11.335.1QAM25630
31379000000-11.535.1QAM25631


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked35.77991112110
1Locked36.609653624781354
2Locked37.35598850271526
3Locked37.6362762467564
4Locked37.355988460270
5Locked37.636276200
6Locked36.60965332850
7Locked36.609653650
8Locked37.63627610
9Locked37.35598800
10Locked37.355988150
11Locked37.35598880
12Locked37.636276150
13Locked37.355988150
14Locked37.35598880
15Locked37.355988150
16Locked36.60965330
17Locked37.35598850
18Locked36.60965300
19Locked36.84446390
20Locked36.60965380
21Locked37.35598850
22Locked36.609653220
23Locked36.609653940
24Locked36.3868904080
26Locked35.77991111540
27Locked35.59507823020
28Locked35.59507817680
29Locked35.59507819120
30Locked35.08354930390
31Locked35.08354917000


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM256759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked26-23.68613590
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rickgillyon
On our wavelength
In response to rickgillyon

on ‎18-08-2022 18:04

3.0 Upstream channels

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

13260000049.85120 KSym/sec64QAM5
25370000051.85120 KSym/sec64QAM2
346200000515120 KSym/sec64QAM3
43940000050.35120 KSym/sec64QAM4



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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rickgillyon
On our wavelength
In response to rickgillyon

on ‎18-08-2022 18:04

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
142106
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
142105
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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rickgillyon
On our wavelength
In response to rickgillyon

on ‎18-08-2022 18:05

Network Log

Time Priority Description

Wed 17/08/2022 03:01:276CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:02:425Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:02:456CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:265Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:296CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:395Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:396CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:495Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:03:516CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:04:175Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:04:176CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:05:295Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 03:05:316CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:25:205Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:25:226CM-STATUS message sent. Event Type Code: 1; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:25:455Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:25:456CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:27:065Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 10:27:116CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:27:175Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:27:376CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:46:325Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:46:386CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:48:465Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:48:546CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:48:585Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:49:036CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:55:035Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:55:106CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:55:115Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 17/08/2022 15:55:276CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 00:35:025MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 00:35:396CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:30:405Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:30:576CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:35:335Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:36:016CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:43:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:43:336CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:46:585Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 18/08/2022 02:47:096CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Chris_W1
Forum Team
Forum Team

on ‎21-08-2022 15:08

Hi rickgillyon, 

thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the broadband connection and this is not the experience which we want you to have with us. 

Can you put the router in router mode and run the BQM/ a speed test to give an accurate result as the router is currently being used as a Modem and we cannot run tests on 3rd party devices. 

 

Chris

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rickgillyon
On our wavelength
In response to Chris_W1

on ‎22-08-2022 13:24

Thanks for this. What are you asking here, for me to put it in router mode and leave it in router mode for BQM? That's not really acceptable, we have a lot of devices connected to the mesh system and they would all be disconnected. Add to that, on some days the connection is fine, other days awful, so I may have to disconnect for multiple days. Also, BQM is currently connected to the hub4, what do you think BQM is connecting to?

You say you can't run tests on third-party devices: the device connected to VM is a hub4, not a third-party device. Every other device at the property was running fine with the hub3. I'm puzzled what this will do apart from cause me hassle. I have already fully reset the hub4 and set up from scratch still the same issues.

Do the power levels etc. look okay?

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Matthew_ML
Forum Team
Forum Team
In response to rickgillyon

on ‎24-08-2022 14:12

Hey rickgillyon thank you for reaching back out.

Unfortunately whilst the device is connected to a mesh system we won't be able to tell it as we should, we would need to test it with the Hub4 running A WIFI or cable connection only without any 3rd party equipment. 

Just to confirm this BQM is for the connection running through the Hub4 and not the mesh system? Thanks

Matt - Forum Team


New around here?

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rickgillyon
On our wavelength
In response to Matthew_ML

on ‎24-08-2022 14:46

The BQM is for the hub4, as that's my internet connection. Hub4 connects to vm coax, in modem mode, and connected by cat6 ethernet to Asus router. Same as my Hub3 was. So the BQM is for my internet connection. The hub4 just runs a cable connection to a router, the mesh system is irrelevant.

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andrewmm
Fibre optic
In response to rickgillyon

on ‎24-08-2022 15:10

Looking at the forums 

Seems a lot of people are suffering dropouts , and posting bqm plots to support 

I'm wondering if virgin have a bigger problem they are not owning up to 

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