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albertz11
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POOR CONNECTION

Hub connection is poor. Between 50 and 150 mbps on a 600 mb connection, keep getting message , cant connect  to hub? been in touch with Virgin and done all they said to do , still poor, red light on hub 

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albertz11
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Re: POOR CONNECTION

Phoned up, tests done connection to the property is apparently fine. Advised to do a hard reset, done that ....still the same. Go to the helpline for guides and kit.....a chocolate fire guard would be more help. Put in what is wrong and the site just repeats back to asking what the problem is without giving help, totally useless. There is obviously an issue with the Hub...why can't I upgrade to a Hub 4 ? I am on the biggest package available to customers. By the way the RED light on does not mean overheating in my case, it means modem mode. Put it back to Router mode makes no difference to connection. Think it's time to go to BT after being with Virgin for 15 years and who they were before re branding....think thats called a loyal customer NO ?

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Tudor
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Re: POOR CONNECTION

A Hub4 is no better than the Hub3 and some would say worse. Let us checkout your connection.

Go into the hub on 192.168.0.1 and post the up/downstream stats and network log.


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There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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albertz11
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Re: POOR CONNECTION

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
01/11/2021 14:46:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 20:45:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 19:54:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 18:49:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 14:38:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 14:37:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 06:52:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 08:47:38criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 08:45:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 08:45:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 08:45:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 08:45:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 07:37:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 08:13:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 19:37:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 05:19:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 07:37:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 22:29:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 19:37:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000003.938256 qam9
22110000003.738256 qam10
32190000003.738256 qam11
42270000003.538256 qam12
52350000003.538256 qam13
62430000003.540256 qam14
72510000004.138256 qam15
82590000004.340256 qam16
9267000000440256 qam17
102750000004.138256 qam18
112830000004.540256 qam19
122910000004.538256 qam20
132990000004.538256 qam21
143070000004.640256 qam22
15315000000540256 qam23
163230000005.140256 qam24
173310000005.140256 qam25
18339000000540256 qam26
19347000000540256 qam27
20355000000540256 qam28
21363000000540256 qam29
22371000000540256 qam30
233790000004.938256 qam31
24387000000538256 qam32

Upstream bonded channels

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

13940000049.5512064 qam4
24620003949.8512064 qam3
35369996150.3512064 qam2
46030003050.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Tudor
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Re: POOR CONNECTION

Nothing showing in those stats. Was the speed test done on a Ethernet cable connected device or WiFi? If it was WiFi can you try one on an Ethernet connected device?


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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albertz11
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Re: POOR CONNECTION

Hi,  tests done by both wired and wi-fi. I use a AC4000 MU-MIMO Tri-Band WiFi Router for wi-fi connected to my Hub in modem mode. I have done ALL possible combinations to test ...Any ideas ?

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Tudor
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Re: POOR CONNECTION

I’ve taken a deeper look at your stats and can see that the upstream power levels whilst within spec are at the top of the allowed range. Often when this happens you can see some T3’s, but your have none listed. Best now to wait for a VM staff member to get to your post and advise.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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albertz11
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Re: POOR CONNECTION

Cheers, thanks for the comments......Lastly, whats your  views on the wi-fi router i'm using? Could it be giving issues?

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Tudor
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Re: POOR CONNECTION

Sorry I have no experience of retail routers/switch/AP only business/corporate high end kit.


Tudor
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albertz11
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Re: POOR CONNECTION

OK, thanks for your help

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