New Fault! - Upstream Unstable/Noise Issue - Gig1/Hub4

[JitteryPinger]

Hi, I know this post may take a while to be acknowledged by Virgin Media Staff, however its not an urgent issue currently....

The issue I've noticed over past few weeks is instability in upstream and increases in jitter/latency, looking at modem information shows alot of timeouts on upstream and modulations dropping to 16/32QAM across some or all channels (4)

This is causing intermittent lagging in live streaming and time sensitive applications and also the odd rebuffer on streaming services, along with substantial loss of upstream bandwidth.

Hub reboots often fix the problem but can return quickly.

I run in modem mode and restarting hub can be inconveinient.

EDIT: Adding speed test for illustration.

16QAM Upstream.

Would be willing to try new Hub 5 if possible.

Ta.

UPDATE 5/8/22 @ 17:15 - Reboot didn't resolve issue this time, still stuck at 16QAM for all upstream channels.

[jbrennand]

You wont get a Hub5 just yet

Can you post up the connection data as per below.

Also in modem mode - using what make/model of router and wifi equipment?
______________________________________________________________

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

[JitteryPinger]

OK, cool.

Router is a mikrotik ccr1036

As said really, issue is network side, just want someone from Virgin to take a look and possibly get issue resolved before things end up bad, also wondering if there could be changes being implemented as I've seen D3.1 upstreams coming online from other customers and more D3.0 US channels getting added in too.

[jbrennand]

A VM person will respond here when they get here in a day two

[Tudor]

Yep, that upstream power is rather on the high side. Out of curiosity why are you speedtesting to a French server?

[JitteryPinger]

I'm right on top of the cabinet hence high upstream, can't say its been a major issue before but then who knows with the junk chipset in the H4.

As for server testing, OVH in Erith seems to have disappeared for some reason and the ping to OVH even in France is better than the next nearest 10Gb server (Datapacket in London)

I think there is peer congestion with Datapackets server too as it's not giving very good results.

UPDATE: Messaged with someone from support earlier, they told me an issue in area they are working on, though it wasn't showing on Service Status page, I asked for reference and got given SNR/FEC which seems more like a fault code to me and would make sense.

I've since got back to 64QAM and got bandwidth and stability back.

[jbrennand]

Anything being reported on 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 postcode level.

[mda99das]

If the voltage is high they normally put a resistor block on it to get it to drop back into normal range. 

[JitteryPinger]

I guess we don't get responses from the Virgin team these days on here then.

[Tudor]

"If the voltage is high they normally put a resistor block on it to get it to drop back into normal range. "
Attenuators are ever affect the downstream signal to lower if if it’s too high. High upstream cannot be lowered in this way as it’s a negative figure and a full band attenuator would old make it worse. High upstream means the hub cannot get an adequate signal to the CMTS. It’s like pushing a truck uphill, the heavier the truck the more force needed, same as upstream power levels. Downstream is the reverse, it’s the signal received from the CMTS, so high is better than low.