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Message 1 of 14
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Hub 4 Keeps Disconnecting (Gaming)

Hi,

You'll have to excuse my lack of knowledge around all of this as I am fairly new to it all. 

I recently got a call from Virgin and they kindly upgraded me the the new Hub 4 for free so I was very chuffed with that. I jumped at the chance because I'm a big gamer (mostly on Xbox) and I know the Hub 3 had some bug with the Puma or Jaguar chip or something like that,  that caused disconnects.

However my connection has been awful ever since I set it up. Im constantly being disconnected from my game, I'm getting serious lag issues and people have been commenting that I'm jumping around all over the map.

I have run speed tests thinking my conx is bad but I have noticed I get packet loss a lot more often now (which to be fair I never noticed with the Hub 3) and my upload seems less stable than it used to be.

Is there something I can do to improve this? I thought the Hub 4 was going to be my salvation from disconnects but it's just made it 20 times worse. 

Thanks in advance for helping and for your patience.

Christian

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Re: Hub 4 Keeps Disconnecting (Gaming)

I assume you are on the 1 gig plan ? 

 

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Message 3 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Actually no.

I'm only on the 100MB package but I do live in Southampton so maybe that's why they upgraded it?!

 

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Message 4 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Nope.
The Hub4 is no better than the Hub3, if not worse, and recent firmware iterations have produced issues with packet loss etc. as you're currently experiencing.

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Message 5 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Whilst it is true that Hub 4 seems to be some form of cruel experiment having a few teething troubles, that doesn't mean that there's no hope.  As a start you could post (as formatted text) the hub status data for the tabs titled Downstream, Upstream, and Network log, and we can have a gander and see if there's anything to be seen.  Unfortunately we community amateurs mostly have limited experience of the Hub 4, and until that changes there's a degree of guesswork going on.  I suspect the same is true for many VM staff.

I would also suggest that you visit Thinkbroadband.com and setup a Broadband Quality Monitor, which keep a real time check on your connection.  Results don't offer much until it has been running for 24 hours, but then it can be helpful in tracking down problems.

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Message 6 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Hi,

Sorry for the slow reply been a few busy days but I think this is what you're were asking for.

Downstream

3.0 Downstream channels

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

254027500007.69999735.595078QAM25625
113875000012.80000337.636276QAM2561
214675000012.50000037.636276QAM2562
315475000012.19999737.355988QAM2563
416275000011.59999837.355988QAM2564
517075000011.00000037.636276QAM2565
617875000010.59999837.636276QAM2566
718675000010.50000037.355988QAM2567
819475000010.00000037.355988QAM2568
92027500009.80000337.636276QAM2569
102107500009.59999837.355988QAM25610
112187500009.59999836.609653QAM25611
122267500009.40000236.609653QAM25612
132347500009.50000036.609653QAM25613
142427500009.30000336.609653QAM25614
152507500008.90000236.609653QAM25615
162587500008.80000336.609653QAM25616
172667500009.09999836.386890QAM25617
182747500009.40000236.609653QAM25618
192827500009.50000036.386890QAM25619
202907500009.59999836.386890QAM25620
212987500009.50000036.609653QAM25621
223067500009.19999736.609653QAM25622
233147500009.00000036.386890QAM25623
243227500009.09999836.386890QAM25624
264107500007.80000335.595078QAM25626
274187500007.80000335.595078QAM25627
284267500007.90000235.595078QAM25628
294347500007.80000335.779911QAM25629
304427500007.80000335.779911QAM25630
314507500007.80000335.779911QAM25631



3.0 Downstream channels

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

25Locked040
1Locked45055576800
2Locked49580355400
3Locked49431342800
4Locked49994733610
5Locked49821089900
6Locked49063782000
7Locked11132423000
8Locked16406999800
9Locked17761561000
10Locked17594759700
11Locked17312205000
12Locked17418248110
13Locked16717665400
14Locked18991317900
15Locked17839783910
16Locked16276121700
17Locked16912285600
18Locked17269423900
19Locked17909045600
20Locked15495491000
21Locked17138735200
22Locked16891411800
23Locked17014124900
24Locked24563120600
26Locked25102945900
27Locked24475206410
28Locked25796671500
29Locked24008955330
30Locked23639623800
31Locked70688242730



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
32964K1880QAM2048759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
32Locked 3.73498829892262
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Message 7 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Upstream

3.0 Upstream channels

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

13260000041.5205995120 KSym/sec64QAM5
24620000042.5205995120 KSym/sec64QAM3
33940000041.7705995120 KSym/sec64QAM4
46030000044.7705995120 KSym/sec64QAM1



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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Message 8 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Network Log

Time Priority Description

Wed 01/07/2020 10:27:143No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:28:376CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 01/07/2020 10:48:543SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:48:546CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; 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 01/07/2020 10:48:543SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:48:575Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:49:353No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:49:356CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 01/07/2020 10:49:363No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:49:386CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 01/07/2020 10:49:403No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:49:436CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; 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 01/07/2020 10:49:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:49:566CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 01/07/2020 10:50:413SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:50:455Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:50:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:50:536CM-STATUS message sent. Event Type Code: 16; Chan ID: 32; 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 01/07/2020 10:50:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:51:066CM-STATUS message sent. Event Type Code: 23; Chan ID: 32; 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 01/07/2020 10:51:093No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:51:216CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; 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 01/07/2020 10:51:213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:51:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:51:336CM-STATUS message sent. Event Type Code: 23; Chan ID: 32; 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 01/07/2020 10:51:333No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/07/2020 10:51:406CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 04/07/2020 12:12:454DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 04/07/2020 12:44:116CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 03:57:454DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 04:45:296CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 11:50:154DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 13:35:026CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 15:46:304DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/07/2020 19:42:484DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/07/2020 02:56:003No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/07/2020 04:45:296CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/07/2020 23:06:113No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/07/2020 04:45:476CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 08/07/2020 02:25:583No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 08/07/2020 02:44:586CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; 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 08/07/2020 19:23:495MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/07/2020 02:15:296CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/07/2020 07:08:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/07/2020 08:26:456CM-STATUS message sent. Event Type Code: 24; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:183No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Message 9 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

And here are the broadband monitoring links for the past couple days.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/86b9516b157c23bcb49ced0aaa4871eea31e8900-13-07-2020

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/10e775f4533c45716586191bf84adbe6031f2640-14-07-2020

 

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Message 10 of 14
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Re: Hub 4 Keeps Disconnecting (Gaming)

Your downstream power levels are too high.

You'll need an engineer to resolve

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