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AdamAdam
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Download speed under 1Mbps

Most of this year I have had issues with my super hub 3 dropping internet and showing on devices "Connected but no internet" (same with Wi-Fi and ethernet connected devices). Had two replacement hubs, both work fine initially then problem returns for a bit. First engineer tinkered with the input cable adding a block of some sort. Second engineer couldn't understand why they'd put it in and said it was old practice and no longer done. Second engineer replaced exterior cable join prior to going through our wall as the block the outside cable connects to the inside was missing. For the last couple of months all has been fine but Friday onwards we have lost internet for the entire day. Saturday it was okay at first and then connect no internet issue came up. It's 0550hrs now and since 1700hrs it's been + 0.65Mbps download and 17.1Mbps upload instead of our normal +210Mbps download speed and 17Mbps upload. When the connected but no internet message comes up the hub normally displays solid green WiFi, flashing green arrows and a solid green light at bottom. This then changes to solid green WiFi, no arrows and flashing green light at bottom. Connections checked, cables checked in and out and router restarted (and also reset) all do nothing to resolve the problem. I've had it with the Hub 3, when it works it's fine but I don't pay +£70 a month for tv and broadband to only get half the package. Please offer suggestions as I'm tempted to get a third party router and use Hub 3 as a modem or to see if Virgin will replace it with a Hub 4
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DJ_Shadow1966
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Re: Download speed under 1Mbps

Hello

Regarding the spped replacing the hub or using the hub in modem mode isn't going too solve the issue, regarding getting a hub 4 they are only issue to people in 1gbps areas for customer who have the 1gbps service or by invite only where there is a high utilization issue.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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AdamAdam
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Re: Download speed under 1Mbps

Replying in stages as restricted to 20k characters..

Downstream bonded channels

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

14110000006.330256 qam31
22030000005.325256 qam0
32110000005.125256 qam0
42190000004.925256 qam0
52270000004.525256 qam0
62350000004.525256 qam0
72430000004.925256 qam0
82510000005.126256 qam15
92590000005.526256 qam16
10267000000626256 qam17
112750000006.127256 qam18
122830000006.327256 qam19
132910000006.428256 qam20
142990000006.628256 qam21
153070000006.929256 qam22
163150000007.429256 qam23
173230000007.129256 qam24
183310000006.529256 qam25
193710000006.530256 qam26
203790000006.430256 qam27
213870000006.630256 qam28
223950000006.430256 qam29
23403000000630256 qam30
244190000005.930256 qam32



Downstream bonded channels

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

1Locked30.71057657855
2Locked25.313725466677320
3Locked25.328564066528013
4Locked2522093966594738
5Locked258225166734600
6Locked25.386368565952487
7Locked25.7943018357394665
8Locked262532647341495379
9Locked26.54808204318700324
10Locked26.9594877466848041
11Locked27.4619738893034635
12Locked27.8610500311358297
13Locked28.157784172715868
14Locked28.452566470394908
15Locked2940261517130784
16Locked29.52957056741993
17Locked29.82504581114969
18Locked29.7279830568179
19Locked30.216898089303
20Locked30.513463431305
21Locked30.612249874216
22Locked30.810841879114
23Locked30.81053216781
24Locked30.8900503418

 

 

 

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AdamAdam
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Re: Download speed under 1Mbps

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200039 49.8 5120 64 qam 3
2 39399966 49.5 5120 64 qam 4
3 60299986 50.8 5120 64 qam 1
4 53700000 50.5 5120 64 qam 2

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm

 

Primary Downstream Service Flow
SFID 351176
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 351175
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

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AdamAdam
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Re: Download speed under 1Mbps

Network Log
Time Priority Description
07/12/2020 06:35:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:35:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:35:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:35:18 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:35:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:35:12 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:55 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:34 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:34:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:33:58 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:33:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 06:33:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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DJ_Shadow1966
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Re: Download speed under 1Mbps

Hello

Many thanks for the stats.

Well looking at these I can see the problem you SNR figures are well below the recommend level of greater than 34, one thing that may be causing this is a loose connection somewhere, so first of all go around and make sure all the coaxial connections to all VM equipment are finger tight best way to do this is loosen the connection and re-tighten. The power off your hub for 30 secs and back on, if the SNR on your downstream channels still shows levels under 34 then an engineer is going to be need to fix this. Replacing hub or going into modem mode will not resolve this.

Regards Mike

 

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AdamAdam
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Re: Download speed under 1Mbps

All sorted thanks to this, loosened off and tightened up my feed into the router and SNR figures popped back to 38 across the board and speed back to normal. Thank you

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DJ_Shadow1966
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Re: Download speed under 1Mbps

Hello

Your welcome, if you have any more queries by all means come on back to the forum we do have a great team of VM staff members, VIPs and normal customers with a great deal of knowledge. Stay safe and have a great week.

Regards Mike

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