Can anyone explain this?

[Smithsax]

We are a long way from the roadside box and have never had a decent TV signal so we abandoned TV and just opted for broadband. We have had 500 mbps on a Hub 3 with no issues for over a year. We were very happy.

A couple of weeks ago I was told we could have an upgrade through Volt but I needed a hub 5 - and it was on the way. Not asked for by me but sounded good.

The new box arrived and I installed it. Modem mode with my Eero mesh system as before. 1.1 Gbps download and 100 mbps upload. Brilliant.

But - every and every afternoon it lost broadband connection completely for a couple of hours between 4.00 and 6.00. Very hot weather and I wondered if it was overheating but cooling the Hub 5 did not help.

Technician checked us out and said it was a signal issue due to the distance from the box. Removed the TV splitter as we did not need it, did something techy in the box and for good measure gave us a new hub 5.

Now we get a consistent connection with no dropouts but at about 380 mbps download and 25 upload - weather still hot. Worse than before all this started.

What do people think has happened.

BTW we can manage happily at this speed but Virgin say we should be on a megabit package - which we did not ask for. Can I get a price reduction.

[Tudor]

If you are a long way from the street box there are various things VM can do. 1) move you to the best, lowest attenuation, on the street box. 2) amplify the the signal in your home with a small in-line box. 3) replace your incoming coax with one that has less attenuation per metre. If you could please supply you signal levels we can see if any of these is needed.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Smithsax]

Many thanks. Will post the data in a separate replies as there is a character limit.

It is interesting that before the technician came I was getting 1.1 gig download and over 100 meg upload - but it was failing and going off line regularly.

Now I get a consistent 320 meg and 30 meg with no dropouts. My account says it is still a gigabit account. One time I was transferred to another users phone number when something was done in the box. Is it possible my broadband is now connected to somebody else's account. My phone is still OK.

[Smithsax]

Downstream bonded channels

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

1	331000000	-3.5	38	QAM 256	25
2	139000000	4.2	39	QAM 256	1
3	147000000	3.8	39	QAM 256	2
4	155000000	3.5	39	QAM 256	3
5	163000000	3.2	39	QAM 256	4
6	171000000	2.8	39	QAM 256	5
7	179000000	2.4	39	QAM 256	6
8	187000000	2	39	QAM 256	7
9	195000000	1.8	39	QAM 256	8
10	203000000	1.2	39	QAM 256	9
11	211000000	0.8	39	QAM 256	10
12	219000000	0.4	38	QAM 256	11
13	227000000	0.4	38	QAM 256	12
14	235000000	-1.3	38	QAM 256	13
15	243000000	-2	38	QAM 256	14
16	251000000	-2.3	38	QAM 256	15
17	259000000	-2.4	38	QAM 256	16
18	267000000	-2.5	38	QAM 256	17
19	275000000	-2.7	38	QAM 256	18
20	283000000	-2.7	38	QAM 256	19
21	291000000	-2.8	38	QAM 256	20
22	299000000	-3.1	38	QAM 256	21
23	307000000	-3.2	38	QAM 256	22
24	315000000	-3.2	38	QAM 256	23
25	323000000	-3.4	38	QAM 256	24
26	339000000	-3.6	38	QAM 256	26
27	347000000	-3.7	38	QAM 256	27
28	355000000	-4	38	QAM 256	28
29	363000000	-4.1	38	QAM 256	29
30	371000000	-4.4	38	QAM 256	30
31	379000000	-4.6	37	QAM 256	31

Downstream bonded channels

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

1	Locked	38	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	38	0	0
13	Locked	38	0	0
14	Locked	38	0	0
15	Locked	38	0	0
16	Locked	38	0	0
17	Locked	38	0	0
18	Locked	38	0	0
19	Locked	38	0	0
20	Locked	38	0	0
21	Locked	38	0	0
22	Locked	38	0	0
23	Locked	38	0	0
24	Locked	38	0	0
25	Locked	38	0	0
26	Locked	38	0	0
27	Locked	38	0	0
28	Locked	38	0	0
29	Locked	38	0	0
30	Locked	38	0	0
31	Locked	37	0	0

[Smithsax]

Upstream bonded channels

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

0	49600000	44	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	42.5	5120	QAM 64	3
3	30100000	41.8	5120	QAM 64	4
4	23600000	40.8	5120	QAM 64	5

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
4	ATDMA	0	0	0	0

[Smithsax]

Network Log

Time Priority Description

26-06-2023 18:22:09	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:40	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:40	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:36	notice	REGISTRATION COMPLETE - Waiting for Operational status
26-06-2023 18:21:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:30	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;
26-06-2023 18:21:30	warning	Dynamic Range Window violation
26-06-2023 18:21:30	warning	Dynamic Range Window violation
26-06-2023 18:21:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:25	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;
26-06-2023 18:21:21	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:19	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:21:17	notice	Honoring MDD; IP provisioning mode = IPv4
26-06-2023 18:21:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2023 18:20:50	critical	Cable Modem Reboot via RG reboot command
15-06-2023 20:41:19	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:41:02	critical	Cable Modem Reboot via RG reboot command
15-06-2023 20:36:20	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:33:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:32:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:32:36	critical	Cable Modem Reboot due to SW Upgrade
15-06-2023 20:32:06	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:32:03	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:28:56	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:28:43	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:27:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:27:30	critical	Cable Modem Reboot via RG reboot command
15-06-2023 20:25:37	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:25:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:25:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-06-2023 20:25:11	critical	Cable Modem Reboot due to power button reset
15-06-2023 20:25:11	critical	Cable Modem Reboot due to power button reset

[Smithsax]

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

ncxv9873254k;fg87dsfd;kfoA,.i

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

16150

402500089 bps

42600bytes

0 bps

18071

128000 bps

4000bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

14224

38500089 bps

42600bytes

0 bps

42600bytes

Best Effort

18078

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

[Gareth_L]

Hello Smithsax

Thanks for your post.

Sorry to hear about the lower speeds since the upgrade to 1gb and the new hub.

I have tried to run a test on the hub but cannot locate it from our back end systems.

It could be a provisioning issue with the new hub not set up on the account correctly.

It might be best if I sent you a private message to obtain account details and have a further look into this issue.

If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L