Virgin Media Community

[novo78]

Hello, I am hoping someone can help.

Over the last few months, mainly since my services were upgraded to 1GB, I have been having a lot of packet loss and random connection drop outs. This is a problem when streaming as it causes the stream to drop out altogether.

I've tried talking to the tech support representatives via phone and via chat but I am getting bored of being told that my issue is related to either my Superhub being in Modem Mode, or being told my Router Firmware is outdated .. an update being sent (version never changes) and that I should call back in 24 hours .. (Obvious fob off technique).

I have tried:

• Checking all connections are tight.
• Restarting and power cycling my superhub many times
• Restoring factory defaults
• Running in Router Mode
• Replacing every network cable on network

The network issues occur on both wired and wireless connections.

The below graphic shows a large amount of packet loss over the last 24 hours.
Last 24 Hours

[novo78]

Downstream:

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	331000000	-0.200001	38.605377	QAM256	25
1	139000000	1.900002	38.605377	QAM256	1
2	147000000	1.599998	38.983261	QAM256	2
3	155000000	1.099998	38.983261	QAM256	3
4	163000000	0.900002	38.983261	QAM256	4
5	171000000	-0.599998	38.605377	QAM256	5
6	179000000	0.900002	38.983261	QAM256	6
7	187000000	1.200001	38.983261	QAM256	7
8	195000000	1.299999	39.397190	QAM256	8
9	203000000	1.000000	38.983261	QAM256	9
10	211000000	0.900002	38.983261	QAM256	10
11	219000000	-0.099998	38.983261	QAM256	11
12	227000000	0.299999	38.605377	QAM256	12
13	235000000	-0.200001	38.983261	QAM256	13
14	243000000	-0.200001	38.983261	QAM256	14
15	251000000	-0.299999	38.983261	QAM256	15
16	259000000	0.099998	38.605377	QAM256	16
17	267000000	0.299999	38.605377	QAM256	17
18	275000000	-0.299999	38.605377	QAM256	18
19	283000000	-0.099998	38.983261	QAM256	19
20	291000000	-0.099998	38.983261	QAM256	20
21	299000000	0.000000	38.983261	QAM256	21
22	307000000	0.099998	38.983261	QAM256	22
23	315000000	0.000000	38.605377	QAM256	23
24	323000000	0.099998	38.605377	QAM256	24
26	339000000	-0.400002	38.605377	QAM256	26
27	347000000	-1.400002	37.636276	QAM256	27
28	355000000	-2.700001	37.636276	QAM256	28
29	363000000	-1.400002	38.605377	QAM256	29
30	371000000	-0.799999	38.605377	QAM256	30
31	379000000	-0.099998	38.983261	QAM256	31

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	38.605377	0	0
1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	39.397190	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	96	4K	1840	QAM4096	424

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
159	Locked	41	0.4	390745190	9071

[novo78]

Upstream:

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	52.520599	5120 KSym/sec	64QAM	3
2	23600000	52.520599	5120 KSym/sec	32QAM	5
3	30100000	52.520599	5120 KSym/sec	64QAM	4
4	43100000	52.020599	5120 KSym/sec	64QAM	2
5	49600000	52.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

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

3.1 Upstream channels

Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
6	10.0	45.5	2K	QAM8

3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
6	OFDMA	200	53.9	2	0

General Config:

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	54k;fg87dsfd;kfoA,.iyewrkldJK

Primary Downstream Service Flow

SFID	514
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	513
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Last 48 hours of NetworkLog:

Time	Priority	Description
Wed Feb 15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

Stats are fine except one upstream is 32 instead of 64 QAM. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

[novo78]

Thanks for the reply, I tried calling the service status line. It reported there are no issues in my area at this time.
I've used the service status page a few times.

I've had loads of packet loss and drop outs today around 2pm... 
Could this be related to that upstream channel being 32 instead of 64 QAM?

Thanks in advance.

[novo78]

Another day full of packet loss..

Surely there has to be a fix for this?

[John_GS]

Hi @novo78 

Thanks for posting and welcome back to the community.

Sorry for the service issues you're having.

I have done a system check and no issues are showing here - however, please can you pop the hub in router mode for me as there are a few checks I need to also do.

The modulation has gone back to what it should be as well which is good news.

Best wishes,

[novo78]

Hi John,

I've changed the router back to Router Mode. Please let me know when I can switch back to Modem Mode.

I restarted the superhub on Thursday and the packet loss seemed to stop for a couple of days, I'm guessing this was raround the same time you looked on Friday.
Packet loss issues have returned again.

I just restarted the router to put it back in to router mode, so I suspect it won't show packet loss for a while

[novo78]

I've left it in Router mode for 24 hours, I need to switch it back to Modem mode again.
Hopefully you collect the information you needed.

[Matthew_ML]

Thank you for doing this novo78.

I have run some tests from my end and I would like to look into this further so I am going to send you a PM.

Please look out for the purple envelope. Thanks