Virgin Media Community

[matt4321234]

Hey, so since updating to superhub4 I have had same latency issues over and over again.

Have been told there are issues on my line, then that they've been fixed and every time I spend an hour on hold to speak to someone they promise it's getting fixed.

Any avenues I can explore?

[gary_dexter]

Where are you seeing and recording this latency?

[matt4321234]

Im monitoring it via ping on a few different devices across the network.

[gary_dexter]

setting up a BQM would be better.

Also post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 

[matt4321234]

Ive set up BQM

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 11.5 33.5 QAM256 1
2 146750000 10.8 33.8 QAM256 2
3 154750000 11.2 33.8 QAM256 3
4 162750000 11.2 33.5 QAM256 4
5 170750000 10.9 33 QAM256 5
6 178750000 11 33.1 QAM256 6
7 186750000 11.4 33.5 QAM256 7
8 194750000 11.8 33.8 QAM256 8
9 202750000 11.7 33.4 QAM256 9
10 210750000 11.1 33 QAM256 10
11 218750000 10.6 32.7 QAM256 11
12 226750000 10.3 32.6 QAM256 12
13 234750000 9.6 32 QAM256 13
14 242750000 8.6 31.1 QAM256 14
15 250750000 8.5 31.3 QAM256 15
16 258750000 9.4 32.1 QAM256 16
17 266750000 9.9 32.3 QAM256 17
18 274750000 10.5 33.4 QAM256 18
19 282750000 10.8 33.5 QAM256 19
20 290750000 10.9 33.4 QAM256 20
21 298750000 11.5 33 QAM256 21
22 306750000 11.4 32.6 QAM256 22
23 314750000 11.3 32.7 QAM256 23
24 322750000 11.3 33 QAM256 24
25 330750000 11.6 33.4 QAM256 25
26 338750000 11.8 33.4 QAM256 26
27 346750000 11.6 33.1 QAM256 27
28 354750000 10.8 32.3 QAM256 28
29 362750000 9.8 31.7 QAM256 29
30 370750000 9.1 30.9 QAM256 30
31 378750000 8.8 30.9 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 33.486542 2319 0
2 Locked 33.834164 1834 0
3 Locked 33.834164 1705 0
4 Locked 33.486542 2379 0
5 Locked 32.962662 4021 0
6 Locked 33.062504 4143 0
7 Locked 33.486542 2382 0
8 Locked 33.834164 1454 0
9 Locked 33.376591 1731 0
10 Locked 32.962662 3804 0
11 Locked 32.676208 6471 0
12 Locked 32.584778 8851 0
13 Locked 31.993563 19459 0
14 Locked 31.072100 58712 0
15 Locked 31.335388 51901 0
16 Locked 32.073250 14850 0
17 Locked 32.321487 10825 0
18 Locked 33.376591 4851 0
19 Locked 33.486542 3251 0
20 Locked 33.376591 3452 0
21 Locked 32.962662 4575 0
22 Locked 32.584778 7257 0
23 Locked 32.676208 7830 0
24 Locked 32.962662 5150 0
25 Locked 33.376591 3413 0
26 Locked 33.376591 2756 0
27 Locked 33.062504 3853 0
28 Locked 32.321487 11342 0
29 Locked 31.688669 33271 0
30 Locked 30.946209 74918 0
31 Locked 30.884605 92639 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 QAM2048 424

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 33 8.9 458395984 3

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 36 5120 KSym/sec 64QAM 2
2 39400000 35 5120 KSym/sec 64QAM 4
3 46200000 35 5120 KSym/sec 64QAM 3
4 60300000 37 5120 KSym/sec 64QAM 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 4 0
2 US_TYPE_STDMA 0 0 1 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 1 0

[gary_dexter]

Your downstream power levels are just over the high threshold limit.

You'll need an engineer to put it right.

[jpeg1]

There is a great deal of noise on the signal and poor signal/noise ratio on all channels. Certainly needs an engineer visit to fix this and the levels up and down. 

[matt4321234]

Oh, ok would be great to get one in then. Thanks!

[lotharmat]

VM Staff will see this and do the necessary!

[Ayisha_B]

Hi @matt4321234,

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear that you are having issues with the service. 

I can see currently there is an area congestion that is impacting you. The Fault Reference Number is F008848785 and the estimated time of fix 11 MAY 2021 17:00.

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

Apologies for any inconvenience caused.