Broadband issues on Hub 5 - dropped connection slow uploads and latency

[handsomeinked]

Where to begin? I had my hub 4 swapped out last week as it was playing up, it was replaced by a hub 5, now I'm not sure if this is relevant or not however all was fine speeds were as I expected until Saturday night / Sunday morning 17 into 18th. Around midnight my connection dropped and the hub went into a reboot cycle lasting about an hour, since then my speed has been all over the place with uploads slowing to an absolute crawl and latency ranging from 50ms up to a point where samknows fails. This is the current sam knows result along with the logs from the Hub 5. It's worth noting for about 10 mins after a reboot the upload speed hits just over 50Mbps and then drops to around what you see below. Thankfully as today has been a non-working day I haven't had to worry about latency or upload speeds but I have a day full of meetings tomorrow so it will be fun to try and work if those metrics are indeed correct. I'm hoping one of you kind folks can cast your eye over this and see something obvious. Also interested to know if anyone else is experiencing similar issues. 

And the logs:

Router status

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	46200000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	331000000	4	42	QAM 256	25
2	139000000	5	42	QAM 256	1
3	147000000	4.8	42	QAM 256	2
4	155000000	4.7	42	QAM 256	3
5	163000000	4.5	42	QAM 256	4
6	171000000	4.4	42	QAM 256	5
7	179000000	4.3	42	QAM 256	6
8	187000000	4.4	42	QAM 256	7
9	195000000	4.7	42	QAM 256	8
10	203000000	4.7	42	QAM 256	9
11	211000000	4.9	42	QAM 256	10
12	219000000	4.8	42	QAM 256	11
13	227000000	4.7	42	QAM 256	12
14	235000000	4.7	42	QAM 256	13
15	243000000	4.6	42	QAM 256	14
16	251000000	4.5	42	QAM 256	15
17	259000000	4.5	42	QAM 256	16
18	267000000	4.6	42	QAM 256	17
19	275000000	4.5	42	QAM 256	18
20	283000000	4.5	42	QAM 256	19
21	291000000	4.5	42	QAM 256	20
22	299000000	4.4	42	QAM 256	21
23	307000000	4.3	42	QAM 256	22
24	315000000	4.3	42	QAM 256	23
25	323000000	4.3	42	QAM 256	24
26	339000000	4	41	QAM 256	26
27	347000000	3.9	42	QAM 256	27
28	355000000	3.9	42	QAM 256	28
29	363000000	3.9	42	QAM 256	29
30	371000000	3.8	42	QAM 256	30
31	379000000	3.6	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	41	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

Upstream bonded channels

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

0	46200000	45.3	5120	QAM 64	1
1	39400000	44.8	5120	QAM 64	2
2	32600000	44	5120	QAM 64	3
3	25800000	43.5	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

9834ncxv9873254k;fg87dsfd

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

11401

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

11400

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

Network Log

Time Priority Description

19-09-2022 22:10:22	notice	REGISTRATION COMPLETE - Waiting for Operational status
19-09-2022 22:10:15	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:10:10	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:10:07	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:10:05	notice	Honoring MDD; IP provisioning mode = IPv4
19-09-2022 22:10:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2022 22:09:49	critical	Cable Modem Reboot due to power button reset
19-09-2022 22:09:45	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
19-09-2022 22:09:44	critical	Cable Modem Reboot due to master console reset
18-09-2022 00:32:33	critical	Cable Modem Reboot from SNMP
18-09-2022 00:29:44	critical	Cable Modem Reboot from SNMP
18-09-2022 00:26:29	critical	Cable Modem Reboot from SNMP
18-09-2022 00:21:17	critical	Cable Modem Reboot from SNMP
18-09-2022 00:13:01	critical	Cable Modem Reboot from SNMP

[handsomeinked]

Here are my BQMs from 17th where you can see the start if the issue at the end of the day, through 19th, the last full day. 

17th

18th:

19th:

[legacy1]

Hmm all day every day? maybe a device is flooding your connection?

Change to modem mode with a PC allow ICMP in firewall setup a new BQM and see if its even better

[newapollo]

Hi @handsomeinked 

Double check all yuor cables are snug and tight without any kinks, especially the white coaxial cable.

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

PS - you need to update your signature since you now have a hub 5

[handsomeinked]

Thank you, don't know how I didn't think to check this, only device which is connected 24/7 is my NAS. I have just checked the logs, all looks fine, in fact, barely any network activity on that. With the exception of when files are accessed, not much there, or when watching TV using Plex.
Keep the ideas coming, all are welcome. 🙂

[handsomeinked]

Doh, I can't believe I didn't double check the network cables! However all look good, the coax was double checked by the engineer when he installed the new Hub on Wednesday just gone. Nonetheless I will pop some new ethernet cables in to connect the NAS the and HD Homerun. Have had to go back to using the hub as in router mode in the short term as old router developed a fault and just can't afford to replace right now.. Not happy about using the hub as a router but there we go. lol

Also, thank you for pointing out the error in my signature, can't believe I missed that too... The things we forget! Don't get old it's **bleep**. hahaha

There was an issue reported on the service status this morning but I got a text about 2 hours later to say it was fixed, hub has since been rebooted however no change.

I did finally get through someone on the Helpdesk. They tried to send signals to the hub which failed so they promised a call back within 48 hours, I'm trying to be optimistic but the cynic in me says they were just trying to get me off the phone. LOL So, we will see in 48 hours time, if they were actually escalating it or just trying to get the crazy man off the phone LOL.. In the intervening time, if any of you lovely folks have any more ideas of things I've failed to check it would be much appreciated.

Oh, I have also gone through the list of connected devices to confirm there's nothing on there I don't recognise and that's all good, nothing that shouldn't be there.

Thanks 🙂

[handsomeinked]

And so, completely unsurprisingly, no callback has been received, called up only to find the ticket had been closed!!!!!!! So I'm back at the beginning with some first level analyst going through all the same logical trouble shooting steps AGAIN. To say I am at the end of my tether would be a massive under statement. I know the guys on the phone do an amazing job but they need to learn when an issue has been going on for a while and none of their colleagues has fixed it to give up trying to fix it and actually pass the call onto someone who can help or escalate it. I had really hoped that the technical support had improved in the time I'd been away from VM but it actually seems to have gotten worse! If there is a member of the VM team monitoring the forums, PLEASE PLEASE, can you help me get this sorted.

[handsomeinked]

Finally got an engineer out, he managed to fix the upload speed/latency issue. However, if you've not seen my other post on the Networking board, I am still getting the midnight disconnections with the hub rebooting constantly for about 45 mins to an hour, happened again last night and tonight. Utter JOKE.

[Zoie_P]

Hi handsomeinked,

Thank you for your reply, I am sorry to hear you having disconnections. I have checked our services and can see there are some downstream issues, I will need to get another tech out to take a look for you.

I will pop you over a PM and get this arranged.

Zoie

[handsomeinked]

Engineer came out today. There were zero issues with the connection at the cabinet end of things, signal was perfect, to issues with cabling internally. As the reboot issues / loss of connection only started when we got the Hun 5 he has replaced the hub and flagged the old one as faulty. 
Given the number of folks flagging these issues on the forums, I would suggest either there is an issue with the Hub 5 not picked up in testing or, there are a significant number of faulty units. Either way it would be amazing to actually have someone confirm what is going on and if it is a faulty batch, get them replaced quickly and without all the fuss it’s taken to get mine swapped. 
Of course, only time will tell if this hub is going to do the same thing, so I am going to be keeping an eye on things. I would say a month of monitoring should give it time for the fault to show up again.

In the mean time, anyone from VM going to fess up and tell us if there is a known issue with either a batch or the whole of the Hub 5 estate!?