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Excellence20
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Superhub 3 Latency Issues

Hi All,

Similar to many other Superhub 3 VM customers, I'm experiencing spikes in latency in a lot of games and some applications.

From research, I'm assuming the Intel PUMA 6 SoC used within the Superhub 3 is the root cause of this issue however I've not long noticed this as an issue (I would say around 1/2 months to date?).

This makes me wonder if a firmware update or similar to the Superhub had caused this issue. As this could potentially be the case (however unlikely), is there a way to downgrade the firmware to the Superhub 3? I'm assuming not but as the saying goes, don't ask don't get!

If the firmware cannot be downgraded, is there a way a Superhub 2AC can be supplied to remedy this situation? I've saw other posts on the forums where people have had zero luck with the VM technical support team and was hoping someone could point me in the right direction.

For reference, below is the report for BQM:

My Broadband Ping

As a side note, the setup I have is the SH3 in Modem Mode with an Asus RT-66u router to provide LAN/WLAN.

Many Thanks,

Ryan

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Excellence20
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Message 2 of 36
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Re: Superhub 3 Latency Issues

Any help with this one? All answers/advise are appreciated
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Andruser
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Re: Superhub 3 Latency Issues

Sadly, that looks all too normal for a Hub 3.  Unfortunately Virginmedia are adamantly refusing to admit there's anything wrong with the miserable, poor quality device.  Your options are as follows:

1) Tolerate the poor performance and wait for the fabled Hub 3 firmware update.  This can only fix some of the Puma 6 flaws, so it may or may not work, and there's no information on whether we will ever see this.  A quick scan of US forums haven't turned up any successful firmware fixes released to customers with Puma 6 modems, so don't hold your breath.  And the best it can ever fix is the latency spikes - the slow interface, crap wifi will remain, because that's a separate part of the device.

2) Leave.  Checking your contract status, leave, and take an alternative ISP.  Most likely an Openreach service.  A good Openreach connection will be better for gaming that Virginmedia, but you'll have lower bandwidth ("speed" in VM speak), and you'd want to have the Openreach service installed and tested by you before terminating the VM contract, because not all Openreach connections are the same.

 

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av-115
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Message 4 of 36
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Re: Superhub 3 Latency Issues

I wouldn't say a minimum ping of 40ms is normal. If you navigate to your Hub 3's GUI by going to 192.168.100.1, click "check router status" and post the figures from the downstream, upstream and network logs, hopefully someone will be able to check if it's in spec.

Superhub 2s are gold dust, it is possible to get one but only after many phone calls to Retentions and some have said you need to speak to a "broadband specialist" to have one dispatched. The normal tech team cannot dispatch a SH2, it may come up on their order screen as a SH2 but it will be over-ridden and you'll get another Hub 3.

--------------------------
TV: XL TV + Sky Sports (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
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Sephiroth
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Message 5 of 36
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Re: Superhub 3 Latency Issues

I don't see how they can fix it. To the best of my knowledge, the Puma 6/4100 they use is low spec. It's a 1.2GHz single core CPU with 512MB RAM. If you've got multiple things going on and it's single core, something has to be interrupted to allow something else to operate.

In the firmware they can ponce around with process priorities, they can raise ICMP priority (to fool the BQM) but with that hardware they can't overcome the basic flaw; which is a single core.

To what extent is that VM's fault? To the extent that their brainios didn't ask questions at the decision stage.

Seph - ( DEFROCKED - My advice is at your risk)

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Sephiroth
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Re: Superhub 3 Latency Issues

The HUB 3 Block Diagram.

Hub 3 Block Diagram.png

 

 

 

 

Seph - ( DEFROCKED - My advice is at your risk)

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av-115
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Message 7 of 36
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Re: Superhub 3 Latency Issues


Sephiroth wrote:
To what extent is that VM's fault? To the extent that their brainios didn't ask questions at the decision stage.

To the extent that they continued to roll it out despite other options being available and not keeping sufficient stock of Superhub 2s to supply to the most disgruntled customers. If they asked a minority of customers upgrading to a Hub 3 or cancelling their broadband service to return the SH2 they'd probably have enough stock to keep the angry customers happy until the release of the Hub 4.

--------------------------
TV: XL TV + Sky Sports (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
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MrWashu
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Message 8 of 36
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Re: Superhub 3 Latency Issues

I've started to have these same issues as of Thursday last week, is it possible the HomeHub 2 to support the "Gamer" package I'm on, I have my old HomeHub 2 sat in the front room gathering dust and if that bad boy can resolve this I'd like to do so.

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Sephiroth
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Re: Superhub 3 Latency Issues


av-115 wrote:

Sephiroth wrote:
To what extent is that VM's fault? To the extent that their brainios didn't ask questions at the decision stage.

To the extent that they continued to roll it out despite other options being available and not keeping sufficient stock of Superhub 2s to supply to the most disgruntled customers. If they asked a minority of customers upgrading to a Hub 3 or cancelling their broadband service to return the SH2 they'd probably have enough stock to keep the angry customers happy until the release of the Hub 4.


If only.  They plan this stuff well ahead and timed everything to overlap with end of SH2ac stock.  In any case, the SH2x is limited to 8 DS channels and cannot support the higher speeds.

AFAIK, the Hub 4 will be a DOCSIS 3.1 device.  Maybe VM will come out with a Hub 3.1 with a different CPU, but they're not saying.

 

Seph - ( DEFROCKED - My advice is at your risk)

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Excellence20
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Message 10 of 36
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Re: Superhub 3 Latency Issues

Thanks for the replies thus far guys, really helpful.

Details of down/up streams are as follows:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
46200000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 4.5 36.3 256 qam 17
2 323000000 5.5 36.6 256 qam 20
3 315000000 5.5 36.6 256 qam 19
4 307000000 4.6 36.3 256 qam 18
5 291000000 4.5 36.3 256 qam 16
6 283000000 4.1 37.3 256 qam 15
7 275000000 4.3 37.6 256 qam 14
8 267000000 4.9 38.6 256 qam 13
9 259000000 4.5 38.6 256 qam 12
10 251000000 5 38.9 256 qam 11
11 243000000 5 38.6 256 qam 10
12 235000000 4.5 38.9 256 qam 9
13 227000000 5.1 38.6 256 qam 8
14 219000000 5 38.9 256 qam 7
15 211000000 4.9 38.6 256 qam 6
16 203000000 5.5 40.3 256 qam 5
17 195000000 5.3 38.9 256 qam 4
18 187000000 5.4 38.9 256 qam 3
19 179000000 5.5 38.9 256 qam 2
20 171000000 5.8 38.6 256 qam 1

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
1 46200000 ATDMA 45.5 64 qam 6400000 5120
2 39400000 ATDMA 45.5 64 qam 6400000 5120

Operational Configuration
General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
ncxv9873254k;fg87dsf
Primary Downstream Service Flow
SFID 698
Max Traffic Rate 230000000
Primary Upstream Service Flow
SFID 697
Max Traffic Rate 12700000

Network Log
Date And Time Error Number Event Description
2017-12-29 08:14:52.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-29 14:14:42.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-29 20:11:44.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-30 05:15:25.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-30 13:28:02.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-30 16:30:57.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-30 20:16:10.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-30 20:16:10.00 68010600 DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-12-31 01:08:04.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-01 21:02:53.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-02 15:03:18.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-02 19:54:00.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 01:11:29.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 13:18:41.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 16:55:32.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 22:10:15.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 22:10:15.00 68010600 DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-03 23:16:21.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-04 11:27:18.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-07 00:07:58.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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