on 13-11-2022 12:01
Bought into the Gigabit ethernet as I wanted the larger upload (pity I hadn't shopped around as there are now other providers which offer 1000 down and 800 up for slightly less and I'm tied into a contract for another 12 months :(... serves me right for not shopping around.)
My main issue is the WiFi on the Home Hub 4 is HORRIFIC!! I can be in the same room as the hub and all the WiFi connected devices drop off, yet the TV can still be used to watch netflix and browse the internet (not cached content) TV is on a CAT7 ethernet cable direct into the hub.
I've been constantly fobbed off by the 'support' team. Earlier this week one of the ladies I spoke to said she would have a Hub 5 sent out and had waived the £25 fee. By the end of the week, I phoned to find out where the equipment had gone (still having bad WiFi issues) and the next agent said there were no notes on my account saying anything about a Home Hub 5!!!
I was LIED TO!
More phone calls....
This next agent then told me that the 2.4Ghz and 5Ghz networks were causing the interference - because they had different SSID!
I played his game and set the 2.4 to the same SSID and was absolutely shocked to find that it made no difference at all.... (That's sarcasm in case you missed it)
I'm getting REALLY annoyed that I can't make full use of the bandwidth I'm paying for, that the devices all suddenly drop and that the agents don't listen to me - is there any way to force them to provide me with functional equipment that doesn't randomly drop some or all devices?
I've even had a few instances throughout the last month where ALL devices (ethernet and WiFi devices) drop out - it's annoying, but spending 35 minutes each time to speak to someone that just makes up garbage is demoralizing.
Any advice??
Answered! Go to Answer
13-11-2022 16:33 - edited 13-11-2022 16:34
I bet a BQM to the hub in router mode would show fine and that the ethernet ports are a problem or test in modem mode
on 13-11-2022 12:25
on 13-11-2022 12:32
on 13-11-2022 12:42
p - It's been bad for about 2 months, but as I've been home for the last month, I've noticed it so much more.
My wife works from home and has to occasionally use her phone as a hotspot for work - but that's not ideal!
Regarding the WiFi, that's been getting steadily worse...
on 13-11-2022 12:54
I work in tech, so I'm fairly happy doing this - which is also why I was enraged by the agent telling me that the SSID not being the same for 2.4 and 5.0GHz was what was causing the interference.... None of it made sense, and I've no idea if he believed it or was just fobbing me off....
2.4Channels are busy with neighbours WiFi. Ch6 is often the least busy, but has been changing a little over the weeks, but not a lot.
5.0 GHz is almost empty, there is plenty of uncontested space - and it's a semi-detached property, so the other networks on the opposite side of the road don't reach into this house - even at the front.
The package I have is the 1Gig package (1000Mbps) - I get that at the router (samknows.com/realspeed) but it's difficult getting devices to stay connected.
I've no idea what causes the occasional drop of all services (WiFi & Ethernet) - I am at this point just assuming that the box is faulty despite me doing full resets, blowing compressed air in to clean dust etc...
Investing in better equipment would at this point be me putting in a 2.5Gb 4port switch (or more) near the router and running ethernet cables to various parts of the house and WiFi6 access points....
Or VM could send the Hub 5 and I'll mesh the rest of the house.
I've tried powerline extenders, but not really a fan of them and the WiFi mesh I tried earlier this year wasn't a WiFi6, which is the only one I'm prepared to invest time and money in now.
Any idea if their WiFi pod is actually any good?
13-11-2022 13:56 - edited 13-11-2022 14:04
I would always recommend people to invest in their own networking equipment. While mesh systems are ok for some people, I much prefer using Ethernet cabled access points. Most mesh systems do not let you ‘tune’ any parameters like band or signal strength. My system has about 50+ parameters to tune, none of which are available on the VM ‘pound shop’ hubs and they allow for 8 SSIDs. As to powerline units I consider them a waste of money.
As you are getting drops in service, let’s take a look at your circuit.
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
on 13-11-2022 14:17
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 4.000000 | 38.983261 | QAM256 | 25 |
1 | 138750000 | 5.400002 | 38.983261 | QAM256 | 1 |
2 | 146750000 | 5.199997 | 38.605377 | QAM256 | 2 |
3 | 154750000 | 5.199997 | 38.983261 | QAM256 | 3 |
4 | 162750000 | 5.300003 | 38.983261 | QAM256 | 4 |
5 | 170750000 | 5.099998 | 38.605377 | QAM256 | 5 |
6 | 178750000 | 4.900002 | 38.983261 | QAM256 | 6 |
7 | 186750000 | 4.699997 | 38.605377 | QAM256 | 7 |
8 | 194750000 | 4.500000 | 38.983261 | QAM256 | 8 |
9 | 202750000 | 4.400002 | 38.983261 | QAM256 | 9 |
10 | 210750000 | 4.199997 | 38.983261 | QAM256 | 10 |
11 | 218750000 | 3.900002 | 38.605377 | QAM256 | 11 |
12 | 226750000 | 3.700001 | 38.983261 | QAM256 | 12 |
13 | 234750000 | 3.599998 | 38.605377 | QAM256 | 13 |
14 | 242750000 | 3.299999 | 38.983261 | QAM256 | 14 |
15 | 250750000 | 3.000000 | 38.983261 | QAM256 | 15 |
16 | 258750000 | 2.799999 | 38.983261 | QAM256 | 16 |
17 | 266750000 | 2.000000 | 38.983261 | QAM256 | 17 |
18 | 274750000 | 2.900002 | 38.983261 | QAM256 | 18 |
19 | 282750000 | 3.400002 | 38.605377 | QAM256 | 19 |
20 | 290750000 | 3.900002 | 38.983261 | QAM256 | 20 |
21 | 298750000 | 4.599998 | 38.605377 | QAM256 | 21 |
22 | 306750000 | 4.400002 | 38.605377 | QAM256 | 22 |
23 | 314750000 | 4.599998 | 38.605377 | QAM256 | 23 |
24 | 322750000 | 4.300003 | 38.605377 | QAM256 | 24 |
26 | 338750000 | 4.099998 | 38.983261 | QAM256 | 26 |
27 | 346750000 | 3.900002 | 38.983261 | QAM256 | 27 |
28 | 354750000 | 3.900002 | 38.605377 | QAM256 | 28 |
29 | 362750000 | 3.900002 | 38.605377 | QAM256 | 29 |
30 | 370750000 | 4.000000 | 38.983261 | QAM256 | 30 |
31 | 378750000 | 4.000000 | 38.983261 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.605377 | 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 | 38.605377 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.983261 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.605377 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
33 | 96 | 4K | 1880 | QAM4096 | 759 |
33 | Locked | 40 | 2.8 | 2878706949 | 0 |
on 13-11-2022 14:17
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 44.020599 | 5120 KSym/sec | 64QAM | 3 |
2 | 49600000 | 44.520599 | 5120 KSym/sec | 64QAM | 1 |
3 | 30100000 | 43.770599 | 5120 KSym/sec | 64QAM | 4 |
4 | 43100000 | 44.270599 | 5120 KSym/sec | 64QAM | 2 |
5 | 23600000 | 43.770599 | 5120 KSym/sec | 64QAM | 5 |
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 | 1 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
5 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
6 | 10.4 | 40.2 | 2K | QAM8 |
6 | OFDMA | 208 | 53.4 | 0 | 0 |
on 13-11-2022 14:18
Time Priority Description
Thu Jan 1 00:01:29 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 5 16:59:30 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 1 00:01:19 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 1 00:01:19 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 5 19:11:28 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 6 10:07:43 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 6 12:36:44 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Nov 9 05:25:03 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Nov 11 14:48:19 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 12 17:25:04 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 13 00:15:17 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 13-11-2022 14:27
BTW - prior to the Sat Nov 5th - that's probably the pin hole reset that has changed the date back to the Jan 1st.....
It was a suggestion from the support staff that I attempt a pin hole reset in addition to all the other stuff I had tried...