Menu
Reply
BeechyUK
  • 4
  • 0
  • 1
Joining in
157 Views
Message 1 of 7
Flag for a moderator

Trouble with Packet Loss / Latency - Hub 4

Hi there,

I've had my 1Gig internet for about a month, and the Superhub doesn't ever seem to have worked properly. Wifi connections have been patchy and streaming suddenly would just stop before starting again.

Most recently. wired connections are now suffering too. While the speed is OK, there are significant lag / latency problems which make playing online games impossible.

I did NOT experience any of these issues with the Superhub 3 - I can therefore only conclude that the new hub is to blame.

Any suggestions are welcome - I've done the usual of resetting the router, turning it off and on again. I had a look around and it appears that this is a reasonably well known issue but I couldn't quite work out what people were doing about it?

Downstream channels below - seems like they might help someone! Note this was taken around 30 minutes after a reboot.

3.0 Downstream channels

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

1Locked38.60537700
2Locked38.98326100
3Locked38.98326100
4Locked38.98326100
5Locked38.98326100
6Locked38.60537700
7Locked38.98326100
8Locked38.98326100
9Locked38.60537700
10Locked38.98326100
11Locked38.98326100
12Locked38.98326100
13Locked38.98326100
14Locked38.98326100
15Locked38.60537700
16Locked38.98326100
17Locked38.60537700
18Locked38.60537700
19Locked37.63627600
20Locked37.35598800
21Locked37.63627600
22Locked38.60537700
23Locked38.98326100
24Locked38.98326100
25Locked38.60537700
26Locked38.98326100
27Locked38.98326100
28Locked38.60537700
29Locked38.98326159
30Locked38.98326100
31Locked38.60537700

 

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM2048759



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked39-6.212533430
0 Kudos
Reply
JitteryPinger
  • 1.69K
  • 186
  • 336
Super solver
155 Views
Message 2 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4

Can you share upstream channel info too please, also setup a BQM by following instructions below,

To do this first register here https://www.thinkbroadband.com/register , Once register go here https://www.thinkbroadband.com/broadband/monitoring/quality

Click on Create a new monitor, Enter a name for your Graph then Enter your IP address (this should already have detected your IP for you)

Select Cable Broadband as Type, Then enter postcode (optional), Allow in trends (optional)

Then Create

Then find your BQM here https://www.thinkbroadband.com/broadband/monitoring/quality/list

Click on Share Live Graph, then right click in the direct link box, click select all, right click again and copy into a reply.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
BeechyUK
  • 4
  • 0
  • 1
Joining in
153 Views
Message 3 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4

Hi Matt,

Thanks for the quick reply! I did actually set up a BQM just as I saw it might be needed, it's still early but it doesn't appear to be great..:-D

https://www.thinkbroadband.com/broadband/monitoring/quality/share/19260f6b512553c6c6519666b7f4971043e7d5da

3.0 Upstream channels

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

13260000049.0205995120 KSym/sec64QAM5
23940000049.2705995120 KSym/sec64QAM4
34620000049.2705995120 KSym/sec64QAM3
45370000049.7705995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

0 Kudos
Reply
JitteryPinger
  • 1.69K
  • 186
  • 336
Super solver
145 Views
Message 4 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4


@BeechyUK wrote:

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM2048759

 


 

 

So first thing I noticed from your downstream is that your hub is connecting a lower modulation that it should be, which will mean slower Download speeds than usual.

So first thing we should try is turning off the hub, check all connections are tight and power back on.

Then repost downstream stats in full .

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
0 Kudos
Reply
BeechyUK
  • 4
  • 0
  • 1
Joining in
124 Views
Message 5 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4

Hi Matt,

I turned it off, checked the connections. All seemed OK but I unplugged / plugged back in to be sure.

I've posted the whole downstream thing below - it doesn't obviously seem to have made a difference to the bit you quoted but let me know!

Thanks

James

3.0 Downstream channels

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

11390000002.00000038.983261QAM2561
21470000001.40000238.983261QAM2562
31550000001.50000038.605377QAM2563
41630000001.20000138.605377QAM2564
51710000000.79999938.983261QAM2565
61790000000.50000038.605377QAM2566
71870000000.79999938.983261QAM2567
81950000000.70000138.983261QAM2568
92030000000.79999938.605377QAM2569
102110000000.59999838.605377QAM25610
112190000000.29999938.605377QAM25611
122270000000.09999838.983261QAM25612
13235000000-0.40000238.605377QAM25613
142430000000.00000038.983261QAM25614
15251000000-0.09999838.605377QAM25615
16259000000-0.40000238.605377QAM25616
17267000000-0.70000138.983261QAM25617
18275000000-0.59999838.605377QAM25618
19283000000-2.20000137.636276QAM25619
20291000000-2.40000237.636276QAM25620
21299000000-1.40000237.636276QAM25621
22307000000-0.70000138.605377QAM25622
233150000000.09999838.983261QAM25623
243230000000.00000038.605377QAM25624
25363000000-0.20000138.605377QAM25625
26371000000-0.50000038.983261QAM25626
27379000000-0.09999838.605377QAM25627
28387000000-0.29999938.605377QAM25628
29395000000-0.40000238.983261QAM25629
30403000000-1.09999838.605377QAM25630
31411000000-2.09999838.605377QAM25631



3.0 Downstream channels

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

1Locked38.98326100
2Locked38.98326100
3Locked38.60537700
4Locked38.60537700
5Locked38.98326100
6Locked38.60537700
7Locked38.98326100
8Locked38.98326100
9Locked38.60537700
10Locked38.60537700
11Locked38.60537700
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.60537700
16Locked38.60537700
17Locked38.98326100
18Locked38.60537700
19Locked37.63627600
20Locked37.63627600
21Locked37.63627600
22Locked38.60537700
23Locked38.98326100
24Locked38.60537700
25Locked38.60537700
26Locked38.98326100
27Locked38.60537700
28Locked38.60537700
29Locked38.98326100
30Locked38.60537700
31Locked38.60537700



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM2048759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked39-6.291699110
0 Kudos
Reply
gary_dexter
  • 28.8K
  • 1.76K
  • 3.76K
Alessandro Volta
117 Views
Message 6 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4

Your DOCSIS 3.1 channel is still out of sync and below spec.

You'll need an engineer to resolve.


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
BeechyUK
  • 4
  • 0
  • 1
Joining in
105 Views
Message 7 of 7
Flag for a moderator

Re: Trouble with Packet Loss / Latency - Hub 4

Thank you both!

Not necessarily the answer I wanted, but perhaps the answer I expected 🙂

Really appreciate you both looking into this.

Thanks

James