Unbearably slow connection and ATOM errors

[KamilG_]

I'm on a new VM M500 package since July this year, which came with a hub replacement as completely new contract. The speed on both wired and wireless devices has been somewhat underwhelming, I've always run the VM hubs in modem mode with my own router and this one was no different but the speed and constant drop outs when running on my tp-link deco was unbearable and have reverted the dreaded SH3 to router mode for the last 2 weeks but nothing has changed, its managed to somehow get worse. 

Multiple pinhole & factory resets don't seem to be doing the trick, and while I did receive an email from VM last week to say they've noticed something isn't right with the connection and that a remote fix will be applied, with an email the next day saying its been fixed, it has improved nothing bar my BQM graph looking slightly less yellow. 

I've seen a few of the apparently dreaded ATOM self healing restarts in the logs which coincide with all connected devices not having an internet connection, but being connected to wifi and needing the network to be forgotten and then re-added to restore the connection.

All cables and connections have been checked multiple times, including using different cables and nothing has changed. Any idea what the logical steps here can be to get this working as it should? Engineer visit? replacement hub? 

Hub logs and stats: 

Spoiler

Downstream bonded channels

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

1	331000000	2.5	40	256 qam	25
2	139000000	4.8	40	256 qam	1
3	147000000	4.5	40	256 qam	2
4	155000000	4.1	40	256 qam	3
5	163000000	4	40	256 qam	4
6	171000000	4	40	256 qam	5
7	179000000	3.7	40	256 qam	6
8	187000000	3.5	40	256 qam	7
9	195000000	3.4	40	256 qam	8
10	203000000	3.2	40	256 qam	9
11	211000000	2.9	40	256 qam	10
12	219000000	2.7	40	256 qam	11
13	227000000	2.5	40	256 qam	12
14	243000000	2.2	40	256 qam	14
15	299000000	2.7	40	256 qam	21
16	307000000	2.7	40	256 qam	22
17	315000000	2.9	40	256 qam	23
18	323000000	2.9	40	256 qam	24
19	339000000	2.4	40	256 qam	26
20	347000000	2	40	256 qam	27
21	355000000	2	40	256 qam	28
22	363000000	2	40	256 qam	29
23	371000000	2.2	40	256 qam	30
24	379000000	2.2	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.9	63	0
2	Locked	40.9	1666	0
3	Locked	40.9	1146	0
4	Locked	40.9	1010	0
5	Locked	40.9	1093	12
6	Locked	40.3	964	0
7	Locked	40.9	433	0
8	Locked	40.3	226	0
9	Locked	40.9	348	0
10	Locked	40.9	539	0
11	Locked	40.9	241	6
12	Locked	40.9	109	0
13	Locked	40.9	102	0
14	Locked	40.9	165	10
15	Locked	40.3	44	14
16	Locked	40.9	91	0
17	Locked	40.3	85	18
18	Locked	40.3	74	53
19	Locked	40.9	53	6
20	Locked	40.3	60	43
21	Locked	40.9	81	0
22	Locked	40.3	53	17
23	Locked	40.3	75	0
24	Locked	40.9	37	0

[fizz]

I cannot believe these replies sometimes.. 'everything looks ok at this end' all the time. So annoying.

[jbrennand]

Your BQM looks just about perfect (by my standards!).

Can you post up your full stats as per this procedure...

______________________________________________

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

[Alex_RM]

Thanks KamilG_,

Can you please confirm for us if you've tried a pin hole reset of the hub? We're not seeing any issues with the connection, appreciate that's not been the case from your side.

Alex_Rm