Persistent "Unstable Connection" Message with Hub 5 and 1Gig Broadband

[Veggie_Guy]

I have 1Gig broadband installed at home with a Hub 5 and generally get great speeds. However, every time I run a speed test using the Ookla Speedtest app, before the test begins, I see a yellow circle with a message indicating that my internet connection may be unstable. This issue has persisted for months. Previously, the indicator was green, and everything worked perfectly.

The impact of this "unstable" connection is significant:

• Teams and Zoom calls are frequently unstable.
• My iPhone cannot back up to iCloud due to "network quality issues."
• My Windows 11 laptop reports that the network is unstable.

Interestingly, when I use my phone and laptop at friends' or family members' homes, they work flawlessly, and speed tests at these locations show no issues.

Virgin Media has already taken several steps to address this:

• Replaced the Hub three times.
• Swapped internal cabling in the house.
• Replaced the cabling from the cabinet to my house.

Unfortunately, the problem persists, and I am convinced the issue lies somewhere in the network itself. Despite repeated attempts to resolve this with Virgin Media, I am no closer to a solution.

Has anyone else experienced a similar issue and, if so, found a fix? Any advice or guidance would be greatly appreciated.

Thank you!

[jbrennand]

Lets see the connection data - can you do this...

_______________________

Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Client62]

Try another speed test :

https://www.samknows.com/realspeed/

https://speed.cloudflare.com/

[Veggie_Guy]

Hi John

Thanks for the message. I think this is what you need. It looks a tonne of data but here goes ....

3.0 Downstream channels

Channel            Frequency (Hz)             Power (dBmV)               SNR (dB)           Modulation      Channel ID

1             411000000     8.1        38          QAM 256           1

2             435000000     7.7        39          QAM 256           4

3             443000000     7.8        39          QAM 256           5

4             467000000     7.9        39          QAM 256           8

5             475000000     8             39          QAM 256           9

6             483000000     8.2        39          QAM 256           10

7             491000000     8             39          QAM 256           11

8             499000000     8.1        39          QAM 256           12

9             507000000     7.8        39          QAM 256           13

10          515000000     8.2        39          QAM 256           14

11          523000000     7.9        39          QAM 256           15

12          531000000     8.4        39          QAM 256           16

13          539000000     8.1        39          QAM 256           17

14          563000000     8.4        39          QAM 256           20

15          571000000     8             39          QAM 256           21

16          595000000     8.1        39          QAM 256           24

17          603000000     7.7        39          QAM 256           25

18          611000000     7.5        39          QAM 256           26

19          619000000     7.2        39          QAM 256           27

20          627000000     7.3        38          QAM 256           28

21          635000000     7.4        39          QAM 256           29

22          643000000     7.6        38          QAM 256           30

23          651000000     7.8        38          QAM 256           31

24          659000000     7.6        39          QAM 256           32

25          667000000     8.1        39          QAM 256           33

26          675000000     7.6        39          QAM 256           34

27          683000000     8             39          QAM 256           35

28          691000000     7.6        39          QAM 256           36

29          699000000     7.9        39          QAM 256           37

30          707000000     7.5        39          QAM 256           38

31          715000000     7.6        39          QAM 256           39

32          723000000     7.4        40          QAM 256           40

3.0 Downstream channels

Channel            Locked Status                RxMER (dB)     Pre RS Errors  Post RS Errors

1             Locked                38          2400    0

2             Locked                39          67781 102152

3             Locked                39          2778    0

4             Locked                39          3865    0

5             Locked                39          4188    0

6             Locked                39          10356 0

7             Locked                39          10995 0

8             Locked                39          5100    0

9             Locked                39          5845    0

10          Locked                39          8071    0

11          Locked                39          8447    0

12          Locked                39          4438    0

13          Locked                39          5375    0

14          Locked                39          7809    0

15          Locked                39          8474    0

16          Locked                39          8788    0

17          Locked                39          11294 0

18          Locked                39          12561 0

19          Locked                39          12337 0

20          Locked                38          18647 0

21          Locked                39          18109 0

22          Locked                38          18589 0

23          Locked                38          20727 0

24          Locked                39          21118 0

25          Locked                39          11724 0

26          Locked                39          9561    0

27          Locked                39          11551 0

28          Locked                39          10255 0

29          Locked                39          10231 0

30          Locked                39          15079 0

31          Locked                39          13097 0

32          Locked                40          9109    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    QAM 4096        1108

3.1 Downstream channels

Channel ID      Locked Status                RxMER Data (dB)         PLC Power (dBmV)     Corrected errors (Active Profile)                Uncorrectable errors (Active Profile)

159       Locked                40          8.9        4058802920   25079

3.0 Upstream channels

Channel            Frequency (Hz)             Power (dBmV)               Symbol Rate (ksps)    Modulation      Channel ID

0             49600000        43.5     5120    QAM 64              1

1             43100000        42.8     5120    QAM 64              2

2             36600000        42.8     5120    QAM 64              3

3             30100000        42.3     5120    QAM 64              4

4             23600000        41.8     5120    QAM 64              5

3.0 Upstream channels

Channel            Channel Type T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts

0             ATDMA               0             0             0             0

1             ATDMA               0             0             0             0

2             ATDMA               0             0             0             0

3             ATDMA               0             0             0             0

4             ATDMA               0             0             0             0

3.1 Upstream channels

Channel            Channel Width (MHz)               Power (dBmV)               FFT Type            Modulation

6             10          37.0     2K          QAM 256

3.1 Upstream channels

Channel            Channel Type Number of Active Subcarriers             First Active Subcarrier (Hz)   T3 Timeouts                T4 Timeouts

6             OFDMA              200       74000000        32          2

Network Log

Time     Priority                Description

27-12-2024 00:19:30 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

27-12-2024 00:19:30 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

27-12-2024 00:09:25 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

27-12-2024 00:09:25 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 19:47:16 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 19:47:16 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 19:37:16 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 19:37:16 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 17:25:53 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 17:25:53 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 17:15:47 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 17:15:47 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 15:15:30 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

26-12-2024 10:37:54 notice  GUI Login Status - Login Success from LAN interface

25-12-2024 16:53:51 error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

24-12-2024 10:29:12 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

24-12-2024 10:29:12 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

24-12-2024 10:19:05 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

24-12-2024 10:19:05 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

23-12-2024 20:12:43 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

23-12-2024 20:12:43 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

23-12-2024 20:02:34 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

23-12-2024 20:02:34 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

22-12-2024 04:53:50 error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

19-12-2024 22:26:08 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

19-12-2024 22:26:08 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

19-12-2024 22:16:03 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

19-12-2024 22:16:03 notice  US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

18-12-2024 17:36:59 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

18-12-2024 16:53:49 error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

18-12-2024 08:13:33 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 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;

18-12-2024 08:10:17 critical Started Unicast Maintenance Ranging - No 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;

17-12-2024 18:20:39 warning              DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

[Veggie_Guy]

Thanks Client62 for these links. The issue does not seem to be the speed. All devices are displaying errors eg: network quality or stability issues when connected to VM at home. When I take these devices to other locations, there are no issues at all.

[fizz]

3.1 seems to be an issue with errors in both up and downstream. I would say you need a proper network engineer to come take a look at the cable from your house to cabinet...

[Veggie_Guy]

Thank you for your message. Could you clarify the issues so that I can raise them with Virgin Media customer service? Every time I contact them, I am told they are looking into it and will get back to me, but they never do. Any advice or specific points I can mention would be greatly appreciated.

Thanks

[Client62]

It is a reference to :

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159 Locked 40 8.9 4058802920 25079

[Veggie_Guy]

so are you referring to the number of uncorrectable errors ie 25079. Is this too high? What is specification?

[Client62]

Zero would be a good target, as is mostly seen in the Post RS Errors of the 3.0 channels.

The real question is are the Uncorrectable Errors & Post RS Errors still rising i.e. does the noise fault still persist ?

Often when a new customer connection occurs we see a burst of errors logged on one day,
but after that the error numbers are stable i.e. the maintenance is over and the brief noise issue has passed.