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Hub 5 disconnecting frequently

crypticc
Fibre optic

Hello

I have issues many nights with broadband,  the issue seems to be upload because when they occur the download and streaming once started is fine. This is also seen as failures in the ping test (if have IPFlood turned off).

You can see in the middle of the graph with the solid line the period where I rebooted 

What really bugs me as well is that when this is occurring even ethernet and WiFi dies so my local LAN is kaput.

Finally, if following the instructions from bottom Virgin I then reboot, I am then without internet completely

Checking some more I find the issue is with allocating IP addresses...  if I tell my phone to allocate itself a static IP address it's then connecting to the Router again, albeit completely unstable.

 

So to sum up I think I have several issues:

1) router fails nightly from about 11 pm or shortly before until early hours of the morning (first picture).

Sometimes, as today, it fails completely (second screenshot)

2) the fault behind (1) seems to be upload related more than download.

3) when it fails WiFi and Ethernet even on the LAN also goes down.  The issue seems to be router performance related (is it getting hot and dying perhaps)

4) when it fails the cause of (2) seems to be DHCP issues.  Reboot seems not to fix that until the upload performance comes back the next date (is there some bug or dependency between external WAN DHCP and internal WAN DHCP that virgin need to fix?)

 

I've an engineer booked for Friday but wondering if anyone here has any thoughts on where I should direct him to look?

Thanks

Chris

 

 

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

11 REPLIES 11

crypticc
Fibre optic

Screenshots...

fa1ec07d92c36cc275d34fdd7ca80d0884d14909-29-08-2023.png

b5d7ce0967808e2b291dbc7f62f28a13f247385c-22-08-2023.png

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

jbrennand
Very Insightful Person
Very Insightful Person

What hub model do you have?  Is it in normal router mode or are you in modem mode?  What devices have you got connected normally to the Hub on ethernet cables.  Have you checked fr known issues on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

Finally can you post up the Hub data as per this...

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.


Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts


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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hey there

This is HUB5.  The new one installed only a couple of weeks ago. This is in normal router mode. I have 1Gig / 100, and when it works I get very close to that even over WiFi (950+ ethernet, and 800+ WiFi)

But when it's bad I get 200 meg d/l  or less and I'm getting nearly 0.5 Mbps to zero upload too.

I am now seeing virgin accept there's an error in the area ( maybe my reported issue as wasn't there before).

But also looks like in addition to that there's a definite firmware or hardware issue in addition to anything that might be going on locally because WAN issues shouldn't prevent local DHCP from coming back after reboot...unless they attempt to send local device connections to virgin before accepting local connection (which would be failing).

I hope not as that would be very naughty of virgin to somehow preventing or creating dependency on the WAN for LAN DHCP connections.

At this point the stats requested don't seem that helpful, but here's some d/l  noise...

 

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

 

 

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
13300000000.242QAM 25625
21380000000.641QAM 2561
31460000000.141QAM 2562
41540000000.341QAM 2563
51620000000.341QAM 2564
61700000000.441QAM 2565
71780000000.740QAM 2566
8186000000-140QAM 2567
9194000000-1.140QAM 2568
10202000000-1.140QAM 2569
11210000000-140QAM 25610
12218000000-1.140QAM 25611
13226000000-1.241QAM 25612
14234000000-1.241QAM 25613
15242000000-141QAM 25614
162500000000.941QAM 25615
172580000000.841QAM 25616
182660000000.441QAM 25617
19274000000042QAM 25618
202820000000.342QAM 25619
212900000000.442QAM 25620
222980000000.342QAM 25621
233060000000.142QAM 25622
243140000000.142QAM 25623
253220000000.142QAM 25624
263380000000.342QAM 25626
273460000000.342QAM 25627
283540000000.342QAM 25628
293620000000.542QAM 25629
303700000000.943QAM 25630
313780000001.343QAM 25631

 

Downstream bonded channels
    
     
ChannelLocked StatusRxMER (dB)Pre RS Errors
Post RS Errors
1Locked4200
2Locked4100
3Locked4100
4Locked4000
5Locked4000
6Locked4000
7Locked4000
8Locked4000
9Locked4000
10Locked4000
11Locked4000
12Locked4000
13Locked4000
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4100
22Locked4200
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4200
28Locked4200
29Locked4200
30Locked4200
31Locked4200
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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

Upstream (normally I'd see 64 QAM)

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
060300000495120QAM 329
15370000048.55120QAM 3210
24620000048.55120QAM 1611
33940000049.35120QAM 1612
43260000049.85120QAM 1613

 

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
0ATDMA0400
1ATDMA0400
2ATDMA0400
3ATDMA0420
4ATDMA04100

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

crypticc
Fibre optic

Hello

 

So for now at least the noise and Ping issues are resolved but the DHCP server is not back.

I've found the cause of that issue is because I'd renamed the SSID to allow me to separate 2G and 5G networks.  Clearly something broken with that.  Let's close-down this thread - thanks everyone.

The other thread with the real root-cause of connectivity issues below.

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-5-WiFi-Not-Connecting-After-Changi...

 

 

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

Client62
Legend

QAM 64 is the norm.

Seeing QAM 32/16 confirms there is a current service noise problem on the all DOCISS 3.0 Upstream channels.

crypticc
Fibre optic

Just to confirm closure on a "good" night ..

The mobile DL and upload is via WiFi via pixel 6 pro. So don't let anyone say less than 500 meg via WiFi 6 download is normal.

Screenshot_20230901-000051.png

 

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2020 Tivo-scaling bug (nearly resolved)

Virgin-TV-V6 Video-Output-Settings

Steven_L
Forum Team
Forum Team

Hey crypticc,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this further and can see that there is an SNR issue in your area that is causing the problems that you're experiencing at the moment. The estimated fix time for the issues is 11am on Tuesday 5th September.

Kind Regards,

Steven_L