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Hub 5 Unstable after Speed Increase

be11aml
On our wavelength

Hi,

I’ve had a Virgin Hub 5 for around 6 months now. It always seemed a bit less stable than my old hub 3, but recently it has been a mess. 

Speed has been increased to 500 after purchasing an O2 mobile and it has been unstable ever since. 

Followed the advice in similar posts. Just pinhole reset the hub and I have lots of pre/post RS errors within minutes, without most devices connected. 

I probably need an engineer visit to check out the issues, but would appreciate any further advice. Will post stats in next post

21 REPLIES 21

be11aml
On our wavelength

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)331000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

be11aml
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000001.441QAM 25625
21790000004.242QAM 2566
3187000000442QAM 2567
4195000000442QAM 2568
52030000003.642QAM 2569
62110000003.442QAM 25610
72190000003.242QAM 25611
82270000003.242QAM 25612
92350000003.142QAM 25613
10243000000342QAM 25614
112510000002.742QAM 25615
122590000002.542QAM 25616
132670000002.642QAM 25617
142750000002.242QAM 25618
152830000002.142QAM 25619
16291000000242QAM 25620
172990000001.942QAM 25621
183070000001.742QAM 25622
193150000001.642QAM 25623
203230000001.341QAM 25624
213390000001.342QAM 25626
223470000001.242QAM 25627
233550000000.942QAM 25628
24363000000142QAM 25629
25371000000142QAM 25630
263790000000.942QAM 25631
273870000000.842QAM 25632
283950000000.842QAM 25633
294030000000.642QAM 25634
304110000000.542QAM 25635
314190000000.241QAM 25636

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41856745356
2Locked4230039365471
3Locked4215117424186
4Locked426184113116
5Locked424607612885
6Locked424731712659
7Locked424626513904
8Locked423753111479
9Locked423835211386
10Locked42386199868
11Locked42308718958
12Locked422254511292
13Locked421719710801
14Locked421823910448
15Locked421638711510
16Locked421408310677
17Locked42112199657
18Locked4296929357
19Locked4268979518
20Locked412291629388
21Locked42810658140
22Locked42633939136
23Locked42680642018
24Locked428604128757
25Locked421128386764
26Locked4213528164548
27Locked4226430333077
28Locked4229848350455
29Locked4235169359642
30Locked4233446279192
31Locked4134960265368

be11aml
On our wavelength

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000037.85120QAM 641
143100000375120QAM 642
23660000036.35120QAM 643
33010000035.55120QAM 644
42360000034.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

be11aml
On our wavelength

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
cmreg-vmdg660-bbt053-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
173868
575000085 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
173867
55000085 bps
42600bytes
0 bps
42600bytes
Best Effort

be11aml
On our wavelength

Network Log

Time Priority Description
03-10-2023 16:04:41noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 16:02:51noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 16:02:07noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 16:00:32noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 37; 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;
03-10-2023 16:00:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 15:59:40noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:59:22noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 37; 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;
03-10-2023 15:59:17noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:58:55noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 37; 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;
03-10-2023 15:58:53noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:58:27noticeCM-STATUS message sent. Event Type Code: 20; Chan ID: 37; 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;
03-10-2023 15:58:19noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:58:11noticeCM-STATUS message sent. Event Type Code: 20; Chan ID: 37; 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;
03-10-2023 15:57:32noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:57:03noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 15:55:53noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:55:45noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 27 28 29 30 31 32 33 34 35 36 37; 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;
03-10-2023 15:55:38noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 27 28 29 30 31; 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;
03-10-2023 15:55:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 15:55:19noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:55:11noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 29 30 31; 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;
03-10-2023 15:55:03noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 29 30 31 32 33 34 35 36 37; 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;
03-10-2023 15:55:00noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:54:43warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 15:53:58noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:53:47noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 32 33 34 35 36 37; 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;
03-10-2023 15:53:46noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:53:21warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 15:53:14noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:52:46noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 32 33 34 35 36; 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;
03-10-2023 15:52:37noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
03-10-2023 15:52:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

be11aml
On our wavelength

Short version of the story - Seem to be having complete loss of connection about once a week, ever since the speed upgrade from 350 to 500. 

I have been looking at the logs as it has become quite frustrating and I can see lots of critical errors, multiple Time Sync failures, MDD errors and huge numbers of RS Errors.

Hi there @be11aml 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your service! I have checked and cannot see any issues that could be causing this on our side.

Can you, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

be11aml
On our wavelength

be11aml
On our wavelength

Started the BQM on 3rd October after reading about similar issues. 

i’ve been given the runaround by the Virgin team, with an engineer visit promised on 4th and 5th October, but they did not show up on either day. Zero communication, which is frustrating after arranging to be at home. 

I have been told that a fault on the line has been found and fixed, which is why they decided to secretly cancel the appointments. 

After lots of Post RS Errors through 3rd/4th, a reboot today (red section around 1200 on 5th) it seems to have settled down and there are no Post RS Errors or T3 timeouts, yet. 

who knows, maybe they did fix something. It is difficult to tell when the general level of capability is so low.