Virgin Media Community

[Jonnyboybick]

Hi there,

I used to have a hub 3 that would regularly disconnect and was impressed that for the first week my new hub 5 would be online 24/7. It was a miracle.

Now about 2 weeks later I am plagued with packet loss and random high latency every few seconds, see image attached.

I had a technician come round who had no idea how to test my internet other than speedtest on his phone. It was honestly embarassing, he didn't know what BQM was or even what I was doing when pinging google.

Please help.

Thanks,

Jon

[Jonnyboybick]

You can see my BQM in signature.

[legacy1]

A bit of line noise by the looks of it.

[carl_pearce]

Could you post your HUB stats?

[Jonnyboybick]

Thanks for the reply, unfortunately when I try and access my hub stats I get the below error:

[Jonnyboybick]

Upstream I can view:

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

1	60300000	31.3	5120	QAM 64	1
2	53700000	31.3	5120	QAM 64	2
3	46200000	30.8	5120	QAM 64	3
4	39400000	30.3	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

3254k;fg87dsfd;kfoA,.iyew

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

13287

230000061 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

12801

22000061 bps

42600 bytes

0 bps

42600 bytes

Best Effort

Time Priority Description

19-12-2021 18:49:08	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1
19-12-2021 18:48:54	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 3 4 5 6 7 8 9 10 11 12 13 14 159; 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;
19-12-2021 18:48:35	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 18:48:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 18:48:30	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 18:48:30	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 18:48:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 03:07:33	notice	CM-STATUS message sent. Event Type Code: 5; 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;
19-12-2021 03:07:10	notice	REGISTRATION COMPLETE - Waiting for Operational status
19-12-2021 03:07:04	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 03:06:59	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 03:06:55	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2021 03:06:53	notice	Honoring MDD; IP provisioning mode = IPv4
19-12-2021 03:06:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2021 12:50:26	critical	Received 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;
16-12-2021 12:50:06	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2021 12:50:06	critical	Received 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;
16-12-2021 12:49:46	critical	Received 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;
16-12-2021 12:49:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2021 12:49:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[carl_pearce]

Upstream power levels look low, unless you are in a FTTP area?

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

1	60300000	31.3	5120	QAM 64	1
2	53700000	31.3	5120	QAM 64	2
3	46200000	30.8	5120	QAM 64	3
4	39400000	30.3	5120	QAM 64	4

[Jonnyboybick]

Thanks for the reply. I think I'm in an FTTP area. I'm more concerned with not being able to access my downstream logs and have seen a couple of other posts about downstream issues with the hub 5.

I did ask the engineer to check my power levels when he came but he never did.

[Jonnyboybick]

Can someone kindly review my message and book me in a technician as if I phone again the technician is going to be the same guy who uses his mobile to speedtest and confirm that my internet is ok.

Thanks

[Tudor]

 If you are not a FTTP customer then those upstream power levels are too low. You can tell if you are FTTP customer if you have a VM power plug that takes a coax cable usually going to a white box. I do not mean a power plug for your VM hub or TV box.