Hub 5 Corrected error rate

[pure-skill]

Recently had new Hub 5 sent.  Tried to avoid changing from old hub but VM insisted when I renewed contract.

This one reboots sometimes around 2am which is annoying.  It is in modem mode.

Checked the logs, and noted that in downstream status, Corrected errors (Active Profile) seems high.  Did 2 5 minute tests - one at load (downloading .iso at 12-16 MB/s) and one pretty idle:

- downloading iso - 5 minutes - 2,697,664 errors

- mostly idle - 5 minutes - 1,698,056 errors

I appreciate some errors, corrected by checksum or whatever are normal.  But these seem super high.  Would I be correct in that thinking?

[pure-skill]

Also noted following in log:

30-10-2024 11:39:29	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=<redacted>;CMTS-MAC=<redacted>;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 11:39:29	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=<redacted>;CMTS-MAC=<redacted>;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 11:39:29	warning	Dynamic Range Window violation
30-10-2024 11:39:29	warning	Dynamic Range Window violation

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	411000000	7.9	41	QAM 256	1
2	419000000	7.5	41	QAM 256	2
3	427000000	7.4	40	QAM 256	3
4	435000000	7.4	40	QAM 256	4
5	443000000	7.1	40	QAM 256	5
6	451000000	6.9	40	QAM 256	6
7	459000000	6.5	40	QAM 256	7
8	467000000	6.5	40	QAM 256	8
9	475000000	6.7	40	QAM 256	9
10	483000000	6.5	40	QAM 256	10
11	491000000	6.7	40	QAM 256	11
12	499000000	6.8	40	QAM 256	12
13	507000000	6.8	40	QAM 256	13
14	515000000	6.9	40	QAM 256	14
15	523000000	6.8	40	QAM 256	15
16	531000000	6.9	40	QAM 256	16
17	539000000	7.3	41	QAM 256	17
18	547000000	7.4	41	QAM 256	18
19	555000000	7.6	41	QAM 256	19
20	563000000	7.4	41	QAM 256	20
21	571000000	7.5	41	QAM 256	21
22	579000000	7.3	41	QAM 256	22
23	587000000	7.2	41	QAM 256	23
24	595000000	7.2	41	QAM 256	24
25	603000000	7	41	QAM 256	25
26	611000000	6.9	41	QAM 256	26
27	619000000	6.8	41	QAM 256	27
28	627000000	6.2	40	QAM 256	28
29	635000000	6	40	QAM 256	29
30	643000000	6.1	40	QAM 256	30
31	651000000	6.3	41	QAM 256	31
32	659000000	6.4	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	26	0
2	Locked	41	4	0
3	Locked	40	3	0
4	Locked	40	2	0
5	Locked	40	2	0
6	Locked	40	3	0
7	Locked	40	4	0
8	Locked	40	6	0
9	Locked	40	5	0
10	Locked	40	8	0
11	Locked	40	3	0
12	Locked	40	1	0
13	Locked	40	3	0
14	Locked	40	4	0
15	Locked	40	2	0
16	Locked	40	3	0
17	Locked	41	2	0
18	Locked	41	0	0
19	Locked	41	3	0
20	Locked	41	2	0
21	Locked	41	2	0
22	Locked	41	4	0
23	Locked	41	1	0
24	Locked	41	3	0
25	Locked	41	0	0
26	Locked	41	2	0
27	Locked	41	3	0
28	Locked	40	6	0
29	Locked	40	5	0
30	Locked	40	7	0
31	Locked	41	8	0
32	Locked	41	1	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

43

8.1

170248214

0

3.0 Upstream channels

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

0	49600000	42.8	5120	QAM 64	1
1	43100000	42.8	5120	QAM 64	2
2	36600000	42.3	5120	QAM 64	3
3	30100000	42.3	5120	QAM 64	4
4	23600000	42	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

37.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

[pure-skill]

Hub deployed early hours of 16 October 2024, so 

170248214  /14.5/24/60/60

= 135.89 average errors per second for 14 and a days though of course for periods of the day there is no Internet use at all.

Though this is low compared to the 2 5 min tests I did today:

2697664  /60/5 = 8,992.2  errors per second

1698056  /60/5 = 5,660.18 errors per second

[Adduxi]

Some time ago, I had a Hub 5, in modem mode, and the errors were colossal !  I'm talking tens of millions.  In the end, I managed to get the Hub replaced via this forum, by posting the evidence, and the replacement was fine.  There is a thread here somewhere about it all.

EDIT - Found the old thread here Solved: Hub 5 Strangeness .... - Virgin Media Community - 5413274

[pure-skill]

Made a script to monitor the hub, and log corrected error rate.

13:10:07 30-10-24 194843481 301.20 2474010 8213.75
13:15:07 30-10-24 197345281 300.00 2501800 8339.31
13:20:07 30-10-24 199464774 300.01 2119493 7064.76
13:25:06 30-10-24 201625188 299.60 2160414 7211.08
13:30:07 30-10-24 203933597 301.01 2308409 7668.99

Runs every 5 minutes.  Last figure is errors/second

[pure-skill]

I've had 200 million over 14 days.  Surely that can't be right.

[pure-skill]

OK the corrected error counter was likely 0 at 2am or so after hub rebooted and already nearly up to 600 million.

I don't fancy trying to explain this over the phone to non tech people.  

Can I get support on this forum?

<time/date>   <total corrected errors>  <secs since last check>    <errors per second>

13:10:07 30-10-24 194843481 301.20 2474010 8213.75
13:15:07 30-10-24 197345281 300.00 2501800 8339.31
13:20:07 30-10-24 199464774 300.01 2119493 7064.76

<snip>

22:05:07 30-10-24 563523072 300.49 3261838 10855.10
22:10:06 30-10-24 566907345 299.97 3384273 11281.95
22:15:07 30-10-24 570327223 301.38 3419878 11347.27

[Carley_S]

Hi @pure-skill 

Welcome to the community forums. 

Sorry to hear you're having issues with your Hub 5 since installation. 

Checking the systems on our side we cannot see any issues that might be causing this, however, we've limited checks when a router is in modem mode.

Do you get the same issues when the Hub is in router mode at all? 

If you've also a broadband quality monitor we can take a look at the live link to see if anything is flagging on there to investigate further. 

[pure-skill]

Thanks for the reply.

Is my public IP likely to change if I change router modes?   I appreciate it is not a static IP service, but I'll have to mess with my public DNS if so.

Could you confirm the massive corrected error rate is unusual?  I have a script that logs it from the router.

12:15:07 01-11-24 791267461 300.03 2484281 8280.22
12:15:07 02-11-24 1577252674 301.18 1891894 6281.51

So in last 24 hours there's been 

1577252674 -791267461    = 785,985,213  errors (or 9097 per second as an average)

Last self reboot was 2:35ish 31-10-24    (the corrected error counter resets to 0 hence why the negative numbers)

02:30:07 31-10-24 668064986 301.48 993805 3296.38
02:40:08 31-10-24 472028 601.49 -667592958 -1109900.15

Monitor:   

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb5cefed2da5086e9bded1bd8884106f2b...

Only 24 hours or so of data - had set up a day before but icmp was blocked until I permitted that IP.

Thanks!

[Adduxi]

Changing between Router and Modem mode will also change your WAN IP.   However they will be the same 2 addresses when switching.  VM has indeed DHCP for the WAN IP's but they tend to be very "sticky" and not change unless VM are doing work on the network, e.g. expanding for more users etc.

As an aside, it took some time and complaints to get VM to change my Hub 5, but they did change it eventually and the problem of millions of errors and eventual reboots stopped.  Nothing else was done, so it was concluded the Hub was faulty.