Virgin Media Community

[radio-pirate]

I have just upgraded to Gig1 from M500 - Was using a SuperHub 3 in modem mode for many years but with this new upgrade came the SuperHub 4. Put it straight into Modem Mode as this fits in with my current home network and has served me well.

I am seeing typically 700Mb Download now and 50Mb Upload. Latency is all over the place and another family member is a gamer and immediately reported the upgrade has introduced lag spikes to gaming. My first hop with tracert is 15ms and a typical speedtest.net is 22ms

Upon looking at the Hub Status I notice power levels are on low from what I have read online and I am noticing the higher frequency channels have lower levels. This would suggest higher losses at higher frequencies. Is this normal?

I have one coax from the cabinet terminated at the front door with a barrel connector and then another cable in the house going to the router via the isolator just before the router. I have no splitters or similar and I only take the Boradband Service. The cable from the cabinet to the house was re-pulled in the last 18 months or so due to degraded signal due to possible ingress.

I will post my router stats below.

Cheers Radio-Pirate

[radio-pirate]

3.0 Downstream channels

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

25	330750000	-7.3	37.6	QAM256	25
10	210750000	-3.5	40.4	QAM256	10
11	218750000	-3.7	38.6	QAM256	11
12	226750000	-3.9	39	QAM256	12
13	234750000	-4	39	QAM256	13
14	242750000	-4.1	39	QAM256	14
15	250750000	-4.4	39	QAM256	15
16	258750000	-4.3	39	QAM256	16
17	266750000	-4.7	39	QAM256	17
18	274750000	-4.9	39	QAM256	18
19	282750000	-5.4	39	QAM256	19
20	290750000	-5.8	38.6	QAM256	20
21	298750000	-5.6	39	QAM256	21
22	306750000	-5.9	38.6	QAM256	22
23	314750000	-6.2	38.6	QAM256	23
24	322750000	-6.7	37.6	QAM256	24
26	338750000	-7.4	37.6	QAM256	26
27	346750000	-7.4	37.6	QAM256	27
28	354750000	-7.2	37.6	QAM256	28
29	362750000	-7.9	37.6	QAM256	29
30	370750000	-7.9	37.4	QAM256	30
31	378750000	-8.3	37.6	QAM256	31
32	386750000	-8.1	37.4	QAM256	32
33	394750000	-8.3	37.6	QAM256	33
34	402750000	-8.2	37.6	QAM256	34
35	410750000	-8.6	37.6	QAM256	35
36	418750000	-8.4	37.6	QAM256	36
37	522750000	-8.2	38.6	QAM256	37
38	530750000	-8.4	39	QAM256	38
39	538750000	-8.6	37.6	QAM256	39
40	546750000	-9	38.6	QAM256	40

3.0 Downstream channels

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

25	Locked	37.636276	44	0
10	Locked	40.366287	0	0
11	Locked	38.605377	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	1	0
23	Locked	38.605377	0	0
24	Locked	37.636276	9	0
26	Locked	37.636276	73	0
27	Locked	37.636276	40	0
28	Locked	37.636276	303	0
29	Locked	37.636276	178	0
30	Locked	37.355988	124	0
31	Locked	37.636276	25	0
32	Locked	37.355988	0	0
33	Locked	37.636276	0	0
34	Locked	37.636276	0	0
35	Locked	37.636276	0	0
36	Locked	37.636276	0	0
37	Locked	38.605377	0	0
38	Locked	38.983261	0	0
39	Locked	37.636276	0	0
40	Locked	38.605377	0	0

3.1 Downstream channels

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

41

94

4K

1840

QAM4096

424

3.1 Downstream channels

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

41

Locked

39

-8.4

340781725

0

[radio-pirate]

3.0 Upstream channels

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

1	53700000	48	5120 KSym/sec	64QAM	5
2	25800000	46.8	5120 KSym/sec	64QAM	4
3	32600000	46.8	5120 KSym/sec	64QAM	3
4	39400000	47.3	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	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

[radio-pirate]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	111756
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	111755
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[radio-pirate]

Network Log

Time Priority Description

Thu 01/01/1970 00:01:19	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/04/2022 18:45:47	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/04/2022 18:48:52	6	SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cm
Tue 19/04/2022 18:50:09	6	SW download Successful - Via Config file
Tue 19/04/2022 18:52:46	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:34	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/04/2022 19:01:08	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/04/2022 19:26:22	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/04/2022 20:54:24	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 20:37:41	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 20:49:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 21:59:26	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 21:59:26	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 41; 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;
Wed 20/04/2022 21:59:26	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 21:59:30	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 21:59:31	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/04/2022 22:00:03	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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;
Wed 20/04/2022 22:07:28	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[radio-pirate]

[Tudor · Accepted solution]

Downstream way too low and one upstream way too high. Unless there is an area fault you will need a technician’s visit to recertify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[radio-pirate]

Thanks Tudor

That was the assumption I came too after a bit of reading, I have briefly taken the isolator out of circuit and the levels increased marginally but nothing significant so refitted that so it complies. At least it has proven this is not excessive lossy.

No faults in the area according to the link you kindly provided.

I shall wait for someone from VM to contact me then on here - assume that is an automatic process. Calling them recently to upgrade was the most painful experience I have had for some time so not inclined to try calling them if I can avoid.

I am not surprised as I did walk past my cabinet recently and an engineer was scratching his head, it was full of taps and splitters piggy backed onto each other in a very chaotic style. I would say more subscribers than was ever designed to accommodate.

[Tudor]

The 0800 freephone telephone number always seems to be more accurate for local issues. The web cover 100s if not 1000s of users with a problem.

[radio-pirate]

Does someone look at this for me automatically or do i have to make another post somewhere to get some tech support>?