Virgin Media Community

[BeechyUK]

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

1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	37.636276	0	0
20	Locked	37.355988	0	0
21	Locked	37.636276	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	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	38.983261	5	9
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

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

159

96

4K

1880

QAM2048

759

3.1 Downstream channels

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

159

Locked

39

-6.2

1253343

0

[JitteryPinger]

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.

[BeechyUK]

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

1	32600000	49.020599	5120 KSym/sec	64QAM	5
2	39400000	49.270599	5120 KSym/sec	64QAM	4
3	46200000	49.270599	5120 KSym/sec	64QAM	3
4	53700000	49.770599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

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	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[JitteryPinger]

---

@BeechyUK wrote:

3.1 Downstream channels

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

159

96

4K

1880

QAM2048

759

---

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 .

[BeechyUK]

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

1	139000000	2.000000	38.983261	QAM256	1
2	147000000	1.400002	38.983261	QAM256	2
3	155000000	1.500000	38.605377	QAM256	3
4	163000000	1.200001	38.605377	QAM256	4
5	171000000	0.799999	38.983261	QAM256	5
6	179000000	0.500000	38.605377	QAM256	6
7	187000000	0.799999	38.983261	QAM256	7
8	195000000	0.700001	38.983261	QAM256	8
9	203000000	0.799999	38.605377	QAM256	9
10	211000000	0.599998	38.605377	QAM256	10
11	219000000	0.299999	38.605377	QAM256	11
12	227000000	0.099998	38.983261	QAM256	12
13	235000000	-0.400002	38.605377	QAM256	13
14	243000000	0.000000	38.983261	QAM256	14
15	251000000	-0.099998	38.605377	QAM256	15
16	259000000	-0.400002	38.605377	QAM256	16
17	267000000	-0.700001	38.983261	QAM256	17
18	275000000	-0.599998	38.605377	QAM256	18
19	283000000	-2.200001	37.636276	QAM256	19
20	291000000	-2.400002	37.636276	QAM256	20
21	299000000	-1.400002	37.636276	QAM256	21
22	307000000	-0.700001	38.605377	QAM256	22
23	315000000	0.099998	38.983261	QAM256	23
24	323000000	0.000000	38.605377	QAM256	24
25	363000000	-0.200001	38.605377	QAM256	25
26	371000000	-0.500000	38.983261	QAM256	26
27	379000000	-0.099998	38.605377	QAM256	27
28	387000000	-0.299999	38.605377	QAM256	28
29	395000000	-0.400002	38.983261	QAM256	29
30	403000000	-1.099998	38.605377	QAM256	30
31	411000000	-2.099998	38.605377	QAM256	31

3.0 Downstream channels

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

1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.605377	0	0
4	Locked	38.605377	0	0
5	Locked	38.983261	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	38.605377	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	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	37.636276	0	0
20	Locked	37.636276	0	0
21	Locked	37.636276	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.605377	0	0

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

159

96

4K

1880

QAM2048

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-6.2

9169911

0

[gary_dexter]

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

You'll need an engineer to resolve.

[BeechyUK]

Thank you both!

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

Really appreciate you both looking into this.

Thanks

James