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Hub 4 Unstable connection

Hi

I've recently been sent a hub 4.

I have ran speed tests from all over my house and apart from a black hole in my kitchen the speed is almost exactly the same everywhere.

However I'm having issues with both my work laptop, my phone and my TV dropping connection.

My work laptop is extremely secure and will not work without the VPN connected - but this requires a strong signal to operate.  My office is upstairs from the router but almost directly above where it is in the living room. I frequently receive the message that I have a bad network/poor network and calls become unworkable. 

I receive notifications on my phone telling me when the signal strength isn't strong enough so it's using mobile data instead - I can be sat in the same room as the router when this happens. 

My TV is near enough to the router that I can wire it directly however I'll still receive notifications on the TV that the Wired network is unavailable.

On the manage the router page the TV doesn't show up at all as a connected device (even when it is - not sure why?)

After reading the forum for a few days for advice I have set up a Think Broadband monitor.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cd4e845fc6b65d5758d2a82772dc84a368...

(i hope that has shared correctly!)

I've had an engineer out twice.  The first time (Friday 6th November) he said I was too close to the green box and that the signal was too strong. So he fitted a forward attenuator, my speeds halved but were no more stable.

The same engineer came out on Monday (9th November) and I told him I wasn't happy with the speed drop so he removed the attenuator - but then told me he realised I was connected to an entirely different green box than he originally thought.  He blamed national network issues and wanted me to ring him directly rather than customer services if it goes off again. (Not happy to do that at all!) 

Not sure what else I can do now - any help/advice would be appreciated.

Thanks

 

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Re: Hub 4 Unstable connection

There’s no national issues.

Post the network, upstream and downstream logs from the hubs admin pages 


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Re: Hub 4 Unstable connection

Network Log

Time Priority Description

Wed 04/11/2020 09:05:493Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:05:493No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:12:083Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:12:083No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:12:283Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:12:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:20:073Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:20:083No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:28:073Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:28:073No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:36:063Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:36:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:39:063Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:39:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:47:253Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 09:47:253No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:16:055MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:16:103No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:17:076Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:17:426CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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 04/11/2020 10:18:293No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:21:593SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:22:006CM-STATUS message sent. Event Type Code: 2; 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 04/11/2020 10:22:035Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:22:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/11/2020 10:22:196CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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 05/11/2020 07:00:253Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 07:00:263No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 07:00:453Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 07:00:463No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 07:09:053Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 07:09:053No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/11/2020 13:12:433SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/11/2020 13:12:485Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/11/2020 13:13:086CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 07/11/2020 01:43:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 07/11/2020 01:43:576DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:21:193SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:21:235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:21:276CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Mon 09/11/2020 13:58:593SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:58:595Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:59:003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:59:055Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 13:59:583Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 14:05:594Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Re: Hub 4 Unstable connection

3.0 Downstream channels

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

253310000005.59999838.605377QAM25625
102110000004.50000037.636276QAM25610
112190000004.19999737.636276QAM25611
122270000003.90000237.355988QAM25612
132350000003.40000237.355988QAM25613
142430000003.50000037.636276QAM25614
152510000003.40000237.355988QAM25615
162590000003.50000037.355988QAM25616
172670000003.20000137.355988QAM25617
182750000003.29999937.636276QAM25618
192830000003.20000137.355988QAM25619
202910000003.70000137.355988QAM25620
212990000003.90000237.636276QAM25621
223070000004.69999738.605377QAM25622
233150000005.00000038.605377QAM25623
243230000005.50000038.605377QAM25624
263390000005.69999738.983261QAM25626
273470000005.59999838.605377QAM25627
283550000005.59999838.983261QAM25628
293630000005.80000338.983261QAM25629
303710000005.90000238.605377QAM25630
313790000006.30000338.983261QAM25631
323870000006.40000238.983261QAM25632
333950000006.09999838.983261QAM25633
344030000005.80000338.983261QAM25634
354110000005.90000238.605377QAM25635
364190000005.90000238.605377QAM25636
374270000006.19999738.605377QAM25637
384350000006.50000038.983261QAM25638
394430000006.30000338.605377QAM25639
404510000006.30000338.983261QAM25640



3.0 Downstream channels

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

25Locked000
10Locked12990579600
11Locked394401440800
12Locked13277458000
13Locked13212106600
14Locked13126129600
15Locked11722719700
16Locked3289924200
17Locked3210838000
18Locked3201058300
19Locked3197333100
20Locked3044465000
21Locked3152860100
22Locked3112628000
23Locked3115295100
24Locked4607343900
26Locked4559151700
27Locked4466712300
28Locked4746033800
29Locked4589893500
30Locked4585130700
31Locked5547256200
32Locked5861671100
33Locked5679123500
34Locked5621511500
35Locked5572909400
36Locked5886141700
37Locked5731266800
38Locked5729385500
39Locked5406212000
40Locked428435307000



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 0.597695029313
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Re: Hub 4 Unstable connection

3.0 Upstream channels

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

16030000046.7705995120 KSym/sec64QAM1
23940000046.7705995120 KSym/sec64QAM4
34620000046.2705995120 KSym/sec64QAM3
45370000046.2705995120 KSym/sec64QAM2



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 6 of 13
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Re: Hub 4 Unstable connection

Your levels are fine and in spec.

So what are the current issues exactly?


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Message 7 of 13
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Re: Hub 4 Unstable connection

Intermittent dropping out.  When I run the network diagnostics it always says there is a problem with the wifi - but really helpfully it doesn't tell you what the issue is.  

Over the last week when I've had my work laptop connected I have to disconnect every other device in the house from the wifi and it still drops calls. 

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Message 8 of 13
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Re: Hub 4 Unstable connection

The 'Correcteds (Active Profile)' value appears quite high.

 

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked 0.597695029313
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Message 9 of 13
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Re: Hub 4 Unstable connection

Sorry - I'm not great with networking.  What does this mean?  And what can I do to fix it?

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Re: Hub 4 Unstable connection


@Emma39 wrote:

Sorry - I'm not great with networking.  What does this mean?  And what can I do to fix it?


It may be the reason for your issue.

VM need to investigate further.

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