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Ping Spikes Since Hub 4 "Upgrade"

Andrew-J
Joining in

on ‎30-08-2021 11:06

Been getting massive ping spikes and packet loss since we were upgraded to a Hub 4. Makes watching streams or playing games online impossible.

Here is my broadband quality monitor graph 

 

Everything was completely fine with our Hub 3. We were getting our max speed of 220Mbps and absolutely no issues whatsoever. The connection was pretty much perfect. Now since we've set up the Hub 4 we have this garbage. Gigabit isn't even available in our area so I'm not sure what the point in the upgrade was.

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20 REPLIES 20

Zach_R
Forum Team
Forum Team
In response to Andrew-J

on ‎11-09-2021 14:44

Hi @Andrew-J,
 

Apologies for our delayed response here. I've just taken a look at your BQM and I can't seem to see anything there that would explain the issues that you've been experiencing recently.

Is the problem ongoing for you today, or has it since been resolved?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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Andrew-J
Joining in
In response to Zach_R

on ‎11-09-2021 15:04

Problem is still going on. It was really bad last night.

There was an extra cable between the wall socket and the Hub that an engineer had previously fitted for us because of a previous issue. I removed that an hour ago so I will keep monitoring and see how that affects things. 

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Andrew-J
Joining in
In response to Zach_R

on ‎11-09-2021 17:41

Yep, problem is still going on. Can still see frequent ping spikes on the BQM.

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Andrew-G
Alessandro Volta
In response to Andrew-J

on ‎12-09-2021 07:05

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  Whilst this should already have been done, the BQM indicates there's an ongoing issue, which may leave traces in the hub status data. 

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Andrew-J
Joining in
In response to Andrew-G

on ‎12-09-2021 10:39

 
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253310000004.40000238.605377QAM25625
172670000004.00000038.983261QAM25617
182750000004.00000038.605377QAM25618
192830000004.80000338.605377QAM25619
202910000005.80000338.983261QAM25620
212990000004.40000238.605377QAM25621
223070000004.50000038.983261QAM25622
233150000004.40000238.605377QAM25623
243230000003.20000138.605377QAM25624
263390000003.70000138.605377QAM25626
273470000003.00000038.605377QAM25627
283550000004.30000338.605377QAM25628
293630000002.50000038.983261QAM25629
303710000003.29999938.605377QAM25630
313790000003.20000138.983261QAM25631
323870000002.00000037.636276QAM25632
333950000003.50000038.983261QAM25633
344030000001.20000137.355988QAM25634
354110000001.79999938.605377QAM25635
364190000002.50000038.605377QAM25636
374270000001.70000138.605377QAM25637
384350000003.09999838.605377QAM25638
394430000002.50000038.605377QAM25639
404510000003.00000038.605377QAM25640


3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked38.60537700
17Locked38.98326100
18Locked38.60537700
19Locked38.60537700
20Locked38.98326100
21Locked38.60537700
22Locked38.98326100
23Locked38.60537700
24Locked38.60537700
26Locked38.60537700
27Locked38.60537700
28Locked38.60537700
29Locked38.98326100
30Locked38.60537700
31Locked38.98326100
32Locked37.63627600
33Locked38.98326100
34Locked37.35598800
35Locked38.60537700
36Locked38.60537700
37Locked38.60537700
38Locked38.60537700
39Locked38.60537700
40Locked38.60537700


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Andrew-J
Joining in
In response to Andrew-J

on ‎12-09-2021 10:40

 
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000039.7705995120 KSym/sec64QAM3
23940000039.7705995120 KSym/sec64QAM4
35370000040.2705995120 KSym/sec64QAM2
46030000041.2705995120 KSym/sec64QAM1


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000


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Andrew-J
Joining in
In response to Andrew-J

on ‎12-09-2021 10:40

 
Network Log
Time Priority Description
Mon Aug 23 16:38:13 20213Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 16:38:13 20214T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 16:38:13 20213REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 16:39:16 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 16:43:19 20216SW Download INIT - Via Config file cxv9873254k;fg87dsfd;kfoA
Mon Aug 23 16:43:36 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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;
Mon Aug 23 16:44:31 20216SW download Successful - Via Config file
Mon Aug 23 16:47:06 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 16:48:41 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; 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;
Mon Aug 23 17:12:26 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 23 17:12:26 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 27 05:12:27 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 27 05:12:27 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 11:24:26 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 11:26:50 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 11:27:17 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; 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;
Sun Aug 29 16:57:15 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 16:57:19 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; 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;
Sun Aug 29 16:57:36 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 16:57:40 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 16:57:53 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 40; 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;
Sun Aug 29 16:58:45 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 16:58:47 20216CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; 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;
Sun Aug 29 16:58:50 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 16:58:57 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 40; 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;
Sun Aug 29 19:14:04 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 19:14:25 20216CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 962988; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 1 00:13:09 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 1 00:13:10 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 3 13:25:48 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 3 21:12:49 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 3 21:12:49 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 5 15:52:16 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; 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;
Mon Sep 6 21:31:06 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 09:12:49 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 09:12:49 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 09:42:49 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 09:42:49 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 10 11:08:11 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 10 21:42:49 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 10 21:42:49 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Sep 11 12:11:33 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; 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;
Sat Sep 11 12:11:50 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Sep 11 12:11:50 20216CM-STATUS message sent. Event Type Code: 2; Chan ID: 24; 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;
Sat Sep 11 12:11:55 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Sep 11 12:12:39 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; 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;
Sat Sep 11 12:12:40 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Sep 11 12:12:45 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Kath_F
Forum Team
Forum Team
In response to Andrew-J

on ‎14-09-2021 13:22

Hi Andrew-J, 

Thanks for coming back and updating the thread. I can only apologise that these issues are ongoing for you. 

I've checked your Hub stats and all is looking good from that side of things. Looking at the area itself, since the recent work we completed, there is no issues there either. 

I think it would be best to get an engineer out to check things for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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Kath_F
Forum Team
Forum Team
In response to Andrew-J

on ‎14-09-2021 14:04

Hi Andrew-J,

 
Thanks for coming back to via private message. 


I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders.


Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.
 

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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Andrew-J
Joining in
In response to Kath_F

on ‎15-09-2021 13:26

Well the engineer said there were no problems he could find.

Would it be possible for you to send us a Hub 3 so we can try it and see if the issue is actually with the Hub 4 or if it is something else?
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