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Unstable broadband connection

DeltaVee595
Tuning in

on ‎22-04-2024 13:56

I have had years of totally reliable connection with Virgin Media until about 3-4 weeks ago. Since then I have been experiencing 'reliably unreliable' connection, with reduced bandwidth and dropouts tending to occur morning and evening. 

A VM engineer visited (excellent service!), replaced my old hub with a nice new Hub5, but this has not made any difference. 

BQM shows latency spikes matching the periods of dropped connection (see attached files). Ookla indicates my bandwidth is going from 368Mbps/ 18ms ping /30ms jitter to 6Mbps / 160ms ping /1184ms jitter in the space of a few mins. 

I've tried a factory reset on the hub, tried the hub in modem mode and confirmed that the problem persists across ethernet and WiFi. I mostly use ethernet so this is not a WiFI problem. 

I would welcome any assistance or advice about resolving this. 

 

bqm220424.png

bqm 190424.png

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20 REPLIES 20

jbrennand
Very Insightful Person
Very Insightful Person

on ‎22-04-2024 16:24

Your images have been rejected - probably showing your ip address.  So can you do it again with those blacked out - or do it as below.

Also can you post the rest of the Hub data - as per below.

__________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. 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

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

DeltaVee595
Tuning in

on ‎23-04-2024 09:10

BQM images reposted:

bqm 190424.pngbqm220424.png

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DeltaVee595
Tuning in

on ‎23-04-2024 09:14

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-1.941QAM 25625
2147000000-2.140QAM 2562
3155000000-240QAM 2563
4163000000-1.840QAM 2564
5171000000-1.640QAM 2565
6179000000-1.640QAM 2566
7187000000-1.640QAM 2567
8195000000-1.440QAM 2568
9203000000-1.540QAM 2569
10211000000-1.241QAM 25610
11219000000-1.440QAM 25611
12227000000-1.840QAM 25612
13235000000-1.940QAM 25613
14243000000-240QAM 25614
15251000000-2.140QAM 25615
16259000000-1.841QAM 25616
17267000000-1.840QAM 25617
18275000000-241QAM 25618
19283000000-241QAM 25619
20291000000-2.340QAM 25620
21299000000-2.340QAM 25621
22307000000-2.240QAM 25622
23315000000-2.140QAM 25623
24323000000-240QAM 25624
25339000000-1.741QAM 25626
26347000000-1.641QAM 25627
27355000000-1.641QAM 25628
28363000000-1.341QAM 25629
29371000000-1.441QAM 25630
30379000000-1.441QAM 25631
31387000000-1.541QAM 25632

3.0 Downstream channels

 

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4193730858753
2Locked4080977617050783
3Locked4080418805242898
4Locked401404225312692733
5Locked40793279713018428
6Locked4056894909734948
7Locked401151913914523340
8Locked402726645743261
9Locked401561419304476
10Locked411697857465670
11Locked402030453611855
12Locked401845234324805
13Locked401861620318106
14Locked401859031464521
15Locked401697405423109
16Locked411630144333401
17Locked401965933424185
18Locked412348416530848
19Locked413770355851290
20Locked403951959967653
21Locked404263714999799
22Locked403339523904610
23Locked401974514264774
24Locked40102879364198
25Locked4190413659464
26Locked4185687759875
27Locked4167926335243
28Locked4161985323949
29Locked4159573724428
30Locked4161630628907
31Locked4184617249991

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked41-1.93723809170257001
 
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DeltaVee595
Tuning in

on ‎23-04-2024 09:15

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.35120QAM 641
143100000465120QAM 642
23660000046.35120QAM 643
330100000465120QAM 644
42360000045.85120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA00360

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61141.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2207400000000

 

Network Log

     
  GUI Login Status - Login Success from LAN interface
23-04-2024 06:00:50noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2024 04:57:01noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 18:11:10noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 18:00:11noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:55:40noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:51:04noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:45:41noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:11:38noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:57:57noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:48:56noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:42:08noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:07:04noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:04:55noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:04:54noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 6 7 8 9 13 15 18 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;
22-04-2024 16:04:46warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:58:29noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:53:25warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:52:25noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:31:52noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:29:39noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:49:22noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:47:26noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:11:10noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:09:14noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:00:48noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:57:56noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:52:18noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:50:03noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:36:33noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:34:14noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:18:25noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 6 7 8 9 13 15 18 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;
22-04-2024 13:18:12warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-04-2024 15:51:35noticeGUI Login Status - Login Success from LAN interface
17-04-2024 15:51:09noticeGUI Login Status - Login Fail from LAN interface
17-04-2024 15:44:51noticeGUI Login Status - Login Success from LAN interface
17-04-2024 15:43:35noticeGUI Login Status - Login Success from LAN interface
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fizz
Fibre optic

on ‎23-04-2024 10:00

looking at all your pre and post rs errors that hub needs a reboot. Power it down and restart it.. I would also then recommend reposting the stats for other more knowledgeable people to look at. 🙂

My Broadband Ping - Virgin New Modem Mode

DeltaVee595
Tuning in
In response to fizz

on ‎23-04-2024 10:04

Thanks. I've tried several reboots and a factory reset but I'm happy to try it again. 

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fizz
Fibre optic

on ‎23-04-2024 10:07

ah when was the last reboot because if the errors are for say a couple of days then you do have a problem!

 

My Broadband Ping - Virgin New Modem Mode
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DeltaVee595
Tuning in
In response to fizz

on ‎23-04-2024 10:39

Last reboot was 5 days ago. I've rebooted now and can see the error Pre and Post RS error counts are all zeroed. All other data looks similar to earlier.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-1.841QAM 25625
2139000000-1.740QAM 2561
3147000000-240QAM 2562
4155000000-240QAM 2563
5163000000-1.740QAM 2564
6171000000-1.640QAM 2565
7179000000-1.640QAM 2566
8187000000-1.641QAM 2567
9195000000-1.441QAM 2568
10203000000-1.440QAM 2569
11211000000-1.241QAM 25610
12219000000-1.340QAM 25611
13227000000-1.740QAM 25612
14235000000-1.840QAM 25613
15243000000-240QAM 25614
16251000000-240QAM 25615
17259000000-1.841QAM 25616
18267000000-1.741QAM 25617
19275000000-1.941QAM 25618
20283000000-241QAM 25619
21291000000-2.241QAM 25620
22299000000-2.240QAM 25621
23307000000-2.140QAM 25622
24315000000-240QAM 25623
25323000000-1.940QAM 25624
26339000000-1.741QAM 25626
27347000000-1.641QAM 25627
28355000000-1.541QAM 25628
29363000000-1.241QAM 25629
30371000000-1.341QAM 25630
31379000000-1.441QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4000
3Locked4000
4Locked4000
5Locked4000
6Locked4000
7Locked4000
8Locked4100
9Locked4100
10Locked4000
11Locked4100
12Locked4000
13Locked4000
14Locked4000
15Locked4000
16Locked4000
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4100
22Locked4000
23Locked4000
24Locked4000
25Locked4000
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4100

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked41-1.989923560

 

 

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DeltaVee595
Tuning in

on ‎23-04-2024 11:58

I can confirm the reboot has had no impact on the issue. Still getting drop outs.

bqm 230424.png

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