on 21-04-2021 08:14
Just received new Hub 4 about a week ago. It is appallingly problematic. Since being fitted it has consistently dropped out on both wi-fi and on cabled connections. All devices connecting to the Hub 4 have had loads of problems - mobiles, desktop PC (ethernet connected), laptops (wi-fi connected), TV connected though powerline devices, virgin TV online app services e.g. BBC iPlayer, YouTube, netflix, amazon prime etc. and PlayStation.
Held for ages trying to get through by phone so thought I would try here. From other people having problems I assume you need BQM and router logs - see below
My BQM - Ignore the 100% packet loss, this was where we have had the router turned off to reduce its temperature. By the way its no better after its been off overnight - starts dropping out immediately.
Interestingly the router became unresponsive a number of times when trying to login and download the logs.
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | -5.000000 | 38.983261 | QAM256 | 25 |
13 | 235000000 | -3.700001 | 40.366287 | QAM256 | 13 |
14 | 243000000 | -3.700001 | 40.366287 | QAM256 | 14 |
15 | 251000000 | -3.700001 | 40.366287 | QAM256 | 15 |
16 | 259000000 | -3.400002 | 40.366287 | QAM256 | 16 |
17 | 267000000 | -3.299999 | 40.366287 | QAM256 | 17 |
18 | 275000000 | -3.500000 | 40.366287 | QAM256 | 18 |
19 | 283000000 | -4.000000 | 40.366287 | QAM256 | 19 |
20 | 291000000 | -4.200001 | 40.366287 | QAM256 | 20 |
21 | 299000000 | -4.200001 | 38.983261 | QAM256 | 21 |
22 | 307000000 | -4.299999 | 40.366287 | QAM256 | 22 |
23 | 315000000 | -4.500000 | 38.983261 | QAM256 | 23 |
24 | 323000000 | -4.799999 | 38.605377 | QAM256 | 24 |
26 | 339000000 | -4.799999 | 38.983261 | QAM256 | 26 |
27 | 347000000 | -5.000000 | 38.983261 | QAM256 | 27 |
28 | 355000000 | -5.500000 | 38.983261 | QAM256 | 28 |
29 | 363000000 | -6.099998 | 38.605377 | QAM256 | 29 |
30 | 371000000 | -6.599998 | 38.983261 | QAM256 | 30 |
31 | 379000000 | -6.799999 | 38.605377 | QAM256 | 31 |
32 | 387000000 | -6.799999 | 38.605377 | QAM256 | 32 |
33 | 395000000 | -6.900002 | 38.605377 | QAM256 | 33 |
34 | 403000000 | -6.799999 | 38.605377 | QAM256 | 34 |
35 | 411000000 | -6.599998 | 38.605377 | QAM256 | 35 |
36 | 419000000 | -6.700001 | 38.605377 | QAM256 | 36 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
32 | Locked | 38.605377 | 0 | 0 |
33 | Locked | 38.605377 | 0 | 0 |
34 | Locked | 38.605377 | 0 | 0 |
35 | Locked | 38.605377 | 0 | 0 |
36 | Locked | 38.605377 | 0 | 0 |
Answered! Go to Answer
on 23-04-2021 11:07
on 21-04-2021 08:16
Network Log
Time Priority Description
Thu Jan 1 00:01:25 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Apr 18 12:41:10 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Apr 20 05:07:29 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Apr 20 19:52:06 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 21-04-2021 08:18
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 42.020599 | 5120 KSym/sec | 64QAM | 1 |
2 | 39400000 | 41.270599 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 41.020599 | 5120 KSym/sec | 64QAM | 3 |
4 | 53700000 | 41.770599 | 5120 KSym/sec | 64QAM | 2 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 21-04-2021 08:31
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | wrkldJKDHSUBsgvca69834ncx |
Primary Downstream Service Flow
SFID | 5212 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 5211 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
on 21-04-2021 08:39
And by the way I have tried all the usual suggested fixes:
Repeatedly
on 21-04-2021 09:35
And this is what I am getting every five minutes on my wired connection
No Internet
Try:
on 21-04-2021 10:40
on 21-04-2021 10:48
No not as far as i can see looks like a straight coax from the wall socket to the hub 😥
on 21-04-2021 11:32
on 21-04-2021 11:40
I did the My BQM - Ignore the 100% packet loss, this was where we have had the router turned off to reduce its temperature. By the way it's no better after its been off overnight - starts dropping out immediately.
I'll get on the phone to virgin again see if i can get a hold of an engineer