on 07-04-2024 13:46
Hi
I have been having intermittent internet issues for the past 2-3 months at this point. in that time I have had 3 engineers out who seem to have tried everything on my local network such as adding an attenuator, replacing router, replacing coax cable, removing tv splitter etc. but of course with no luck. I am fairly certain the issue is beyond my network but i dont know how id go about getting that resolved as technicians are no longer useful and i dont know who to contact next.
I have also tried using an ethernet cable and the issues still continue, furthermore indicating that it is not really a problem with our equipment in the house.
When checking on Virgins site i dont believe there to be an issue in my area, and as ive said its been ongoing for months at this point so any area issue should have been resolved by now.
I thought it might have been due to peak times during the day, but i have ran a broadband quality monitor test and the packet loss persists all throughout the night which can be seen below.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/33084c62bca2bc5f5889f4e366c60a86168bdf0e
Last night i also ran a PingPlotter from 9pm until 4am and you can see the packets are lost from hop 2-9 but im not the best at understanding this graph but i hope its useful.
I hope someone can help, as this issue has been ongoing for so long that its really draining at this point. and the fact that we are paying £50+ a month and the internet has been horrifically unstable.
on 07-04-2024 14:09
What business application you are using and how does the stability problem present ?
How is the Hub 5 configured ( Router or Modem mode ) & what other network kit is involved
Are you using or avoiding the 2.5Gb/s port of the Hub 5 ?
Are the Hub Upstream / Downstream connection figures within accepted norms ?
on 07-04-2024 14:29
"What business application you are using and how does the stability problem present ?" sorry, dont really understand what you mean by this.
The hub 5 is in router mode as its just a standard home network, no other kit is being used.
when tested with ethernet, i used the 2.5gb/s port.
upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 | 49600000 | 47.3 | 5120 | QAM 64 | 1 |
1 | 43100000 | 46.3 | 5120 | QAM 64 | 2 |
2 | 36600000 | 46 | 5120 | QAM 64 | 3 |
3 | 30100000 | 45.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 45.5 | 5120 | QAM 64 | 5 |
downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 306000000 | 6.2 | 41 | QAM 256 | 22 |
2 | 138000000 | 7.5 | 41 | QAM 256 | 1 |
3 | 146000000 | 7.1 | 41 | QAM 256 | 2 |
4 | 154000000 | 7.2 | 41 | QAM 256 | 3 |
5 | 162000000 | 6.9 | 41 | QAM 256 | 4 |
6 | 170000000 | 7 | 41 | QAM 256 | 5 |
7 | 178000000 | 6.9 | 41 | QAM 256 | 6 |
8 | 186000000 | 7 | 41 | QAM 256 | 7 |
9 | 194000000 | 6.9 | 41 | QAM 256 | 8 |
10 | 202000000 | 6.7 | 41 | QAM 256 | 9 |
11 | 210000000 | 6.6 | 41 | QAM 256 | 10 |
12 | 218000000 | 6.4 | 41 | QAM 256 | 11 |
13 | 226000000 | 6.2 | 41 | QAM 256 | 12 |
14 | 234000000 | 5.8 | 41 | QAM 256 | 13 |
15 | 242000000 | 5.7 | 41 | QAM 256 | 14 |
16 | 250000000 | 5.5 | 41 | QAM 256 | 15 |
17 | 258000000 | 5.8 | 41 | QAM 256 | 16 |
18 | 266000000 | 5.8 | 41 | QAM 256 | 17 |
19 | 274000000 | 6.2 | 41 | QAM 256 | 18 |
20 | 282000000 | 6.1 | 41 | QAM 256 | 19 |
21 | 290000000 | 6.5 | 41 | QAM 256 | 20 |
22 | 298000000 | 6.6 | 41 | QAM 256 | 21 |
23 | 314000000 | 6.2 | 41 | QAM 256 | 23 |
24 | 322000000 | 5.7 | 41 | QAM 256 | 24 |
25 | 330000000 | 5.3 | 41 | QAM 256 | 25 |
26 | 338000000 | 4.8 | 41 | QAM 256 | 26 |
27 | 346000000 | 4.7 | 41 | QAM 256 | 27 |
28 | 354000000 | 4.4 | 41 | QAM 256 | 28 |
29 | 362000000 | 4.6 | 41 | QAM 256 | 29 |
30 | 370000000 | 5 | 41 | QAM 256 | 30 |
31 | 378000000 | 5.1 | 41 | QAM 256 | 31 |
32 | 386000000 | 5.8 | 41 | QAM 256 | 32 |
on 07-04-2024 14:41
You are missing all the error count tables from those stats and the full log.
07-04-2024 14:54 - edited 07-04-2024 15:01
Sorry, is that what you mean when you say error count tables?
and when you say 'full log' is that 'network log' if so the logs only go back the past 2 hours and my internet has been fine for the past 2 hours so not sure if thats useful.
3.0 Downstream channels
1 | Locked | 41 | 2251563 | 0 |
2 | Locked | 41 | 2472455 | 34 |
3 | Locked | 41 | 2493930 | 70 |
4 | Locked | 41 | 2639556 | 43 |
5 | Locked | 41 | 2675720 | 64 |
6 | Locked | 41 | 2604016 | 51 |
7 | Locked | 41 | 2232076 | 48 |
8 | Locked | 41 | 2035331 | 38 |
9 | Locked | 41 | 1861780 | 29 |
10 | Locked | 41 | 1795267 | 60 |
11 | Locked | 41 | 1603651 | 33 |
12 | Locked | 41 | 1591410 | 36 |
13 | Locked | 41 | 1483681 | 35 |
14 | Locked | 41 | 1737920 | 46 |
15 | Locked | 41 | 1999981 | 49 |
16 | Locked | 41 | 2361565 | 49 |
17 | Locked | 41 | 2654511 | 45 |
18 | Locked | 41 | 2849208 | 40 |
19 | Locked | 41 | 2813546 | 65 |
20 | Locked | 41 | 2881082 | 60 |
21 | Locked | 41 | 2279786 | 44 |
22 | Locked | 41 | 2065315 | 62 |
23 | Locked | 41 | 2526903 | 51 |
24 | Locked | 41 | 3110603 | 49 |
25 | Locked | 41 | 3823273 | 35 |
26 | Locked | 41 | 4306758 | 54 |
27 | Locked | 41 | 4828331 | 49 |
28 | Locked | 41 | 5447277 | 49 |
29 | Locked | 41 | 5788936 | 53 |
30 | Locked | 41 | 4466387 | 40 |
31 | Locked | 41 | 2981773 | 63 |
32 | Locked | 41 | 1577201 | 48 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 9 | 0 |
1 | ATDMA | 0 | 0 | 6 | 1 |
2 | ATDMA | 0 | 0 | 7 | 1 |
3 | ATDMA | 0 | 0 | 5 | 0 |
4 | ATDMA | 0 | 0 | 11 | 0 |
7-04-2024 14:08:45 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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; |
07-04-2024 14:05:10 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 14:03:04 | notice | CM-STATUS message sent. Event Type Code: 22; 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; |
07-04-2024 14:01:12 | notice | CM-STATUS message sent. Event Type Code: 23; 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; |
07-04-2024 14:01:05 | 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; |
07-04-2024 14:01:05 | warning | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 14:01:01 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 13:18:07 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 13:17:41 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 13:17:08 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 13:16:41 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 13:16:10 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 13:15:47 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 13:15:40 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 13:15:33 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:47:20 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 12:47:05 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:45:13 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 12:44:53 | notice | CM-STATUS message sent. Event Type Code: 21; 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; |
07-04-2024 12:44:37 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:44:34 | notice | CM-STATUS message sent. Event Type Code: 23; 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; |
07-04-2024 12:44:20 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 12:44:11 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:43:47 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 12:43:37 | notice | CM-STATUS message sent. Event Type Code: 23; 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; |
07-04-2024 12:42:59 | notice | CM-STATUS message sent. Event Type Code: 21; 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; |
07-04-2024 12:42:59 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:42:59 | notice | CM-STATUS message sent. Event Type Code: 20; 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; |
07-04-2024 12:42:35 | notice | CM-STATUS message sent. Event Type Code: 1; 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; |
07-04-2024 12:42:13 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2024 12:42:07 | notice | CM-STATUS message sent. Event Type Code: 4; 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; |
07-04-2024 12:42:01 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 07-04-2024 15:25
Business application such as Online Banking / Zoom Video call / streaming Netflix etc...
And what happens or fails to happen ?
Given recent Hub 5 firmware issues - it might be safer to avoid using the 2.5Gb/s port & retest via a 1GB/s port.
on 07-04-2024 16:32
the internet will drop no matter what application is in use if any. Peoples voices will lag on Discord,I will get disconnected from discord servers eventually, pages fail to load e.g. reddit. But as i say, no one could use the internet and it would still drop if we traced it. I can try another port but the wifi is bad too.
on 10-04-2024 09:57
Hi actxn
Thank you for your post and welcome to our community.
I'm sorry to hear about the service issues you're having and that its been ongoing now for some time 😞
I've taken a look at things from our side and can see there has been multiple disconnections registered over the past week.
I may need to arrange another engineer visit for you.
If you're happy for me to do so, please respond to my direct message and we'll take from there.
Please look out for the envelope in the top right of the page and pop back to me when you can.
Vikki - Forum Team
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