hub 4 problem

[stevelakey9]

Need some help with this internet. It has not running properly for the last few days and also messing up with game consoles. I've rebooted the hub multiple times and also reset the hub as well as noticed a problem with it. I think the hub is faulty. Virgin media twitter sent me here so some help would be appreciated.

[jbrennand]

See this
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Can you check for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
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Then, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


What is the Hub4 light showing/doing when this happens

[stevelakey9]

no issues in my area, i always check that first.

issues are on both wifi and cable. and static white light

[jbrennand]

Mmm.. static white light suggests that network connectivity may be being maintained - but lets have a look - do this
___________________

Always worth a reset like this first - Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker. See if that sorts it.
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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. On the first page up login and then Navigate to these “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 page. 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

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

[stevelakey9]

I reset the box again and it hasn't sorted the console problem.

I have 4 tables for the downstream not sure which are needed.

3.0 Downstream channels

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

25	331000000	6.5	38.6	QAM256	25
1	139000000	7.2	37.6	QAM256	1
2	147000000	7.3	37.4	QAM256	2
3	155000000	7.2	39	QAM256	3
4	163000000	6.7	38.6	QAM256	4
5	171000000	6.4	38.6	QAM256	5
6	179000000	6	39	QAM256	6
7	187000000	6.1	38.6	QAM256	7
8	195000000	5.8	39	QAM256	8
9	203000000	5.5	38.6	QAM256	9
10	211000000	4.9	38.6	QAM256	10
11	219000000	4.4	38.6	QAM256	11
12	227000000	4.3	38.6	QAM256	12
13	235000000	4.6	37.6	QAM256	13
14	243000000	4.9	38.6	QAM256	14
15	251000000	4.9	38.6	QAM256	15
16	259000000	4.8	37.6	QAM256	16
17	267000000	4.6	38.6	QAM256	17
18	275000000	6.1	38.6	QAM256	18
19	283000000	6.9	38.6	QAM256	19
20	291000000	7.2	38.6	QAM256	20
21	299000000	7	38.6	QAM256	21
22	307000000	6.8	39	QAM256	22
23	315000000	6.4	39	QAM256	23
24	323000000	6.4	38.6	QAM256	24
26	339000000	6.8	38.6	QAM256	26
27	347000000	6.9	39	QAM256	27
28	355000000	6.8	39	QAM256	28
29	363000000	6.6	39	QAM256	29
30	371000000	6	38.6	QAM256	30
31	379000000	4.6	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.605377	0	0
1	Locked	37.636276	0	0
2	Locked	37.355988	0	0
3	Locked	38.983261	0	0
4	Locked	38.605377	0	0
5	Locked	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	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	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	37.636276	1	0
17	Locked	38.605377	1	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	8	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

33

Locked

40

3.2

2402867

17

[stevelakey9]

3.0 Upstream channels

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

1	25800000	49	5120 KSym/sec	64QAM	4
2	46200000	50.8	5120 KSym/sec	64QAM	1
3	39400000	49.8	5120 KSym/sec	64QAM	2
4	32600000	49.3	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	2	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

Network Log

Time Priority Description

Thu 01/01/1970 00:01:27	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 24/08/2022 15:25:14	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Nothing is leaping out as being amiss in those stats. All pretty solid.

Lets see the BQM asap.

Is the problem you are having only evident on the games consoles? what about on computers/laptops?

[stevelakey9]

Here is the BQM --  https://www.thinkbroadband.com/broadband/monitoring/quality/share/1367b04dfb2d5d748a04821ec2f3c5e07d...

its not just the consoles but there is some times that internet will really slow down and there's a laptop that has been struggling to connect to WIFI at times. There has been a few times that the internet will go off during the night.

[jbrennand]

BQM is building up - looking good so far but needs 24h for the picture to develop

[stevelakey9]

okay then