Virgin Media Community

[JennyCide]

I 'upgraded' from m100 to Gig1 about a month ago.  My connection had been stable for years so was confident that the upgrade would be smooth and indeed replacing the hub and setting it up was (they messed up my packages but that's a different set of issues).

Ever since the swap to a Hub 4 and Gig1 my connection has been awful and I'm interested if others have a similar problem or if it's just an isolated case.

Samknows realspeed tests show some packetloss but generally a good speed to the router (usually around 945Mbps) but then even wired connections direct into the hub4 only get between 200-600Mbps (I've tried multiple cables).

Worst of all is the constant packet loss

this is today so far

all my calls/video meetings etc are getting dropped or interrupted and it's constant.

Here's my live graph BQM Live 

So, since the only things that have changed are the hub and the package and I am stuck in a loop of being passed to 2nd line support who say it looks fine then hang up on me, I'd like to know if it's just me - is Gig1 really this unstable for other people - constant 10-20% packet loss looks to me like an issue with the line but i can't get anyone to book an engineer.

Has anyone else had this resolved by getting a replacement Hub4 or sorting issues with the line?

At this point I just want my old hub back and the m100 that was rock solid.

[JennyCide]

Logs in case they help;

Item Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

30	402750000	7.900002	40.366287	QAM256	30
1	138750000	7.000000	40.366287	QAM256	1
2	146750000	7.099998	40.366287	QAM256	2
3	154750000	7.300003	40.366287	QAM256	3
4	162750000	7.300003	40.366287	QAM256	4
5	170750000	6.500000	40.366287	QAM256	5
6	178750000	6.500000	40.946209	QAM256	6
7	186750000	6.599998	40.366287	QAM256	7
8	194750000	6.800003	40.946209	QAM256	8
9	202750000	7.099998	40.366287	QAM256	9
10	210750000	7.099998	40.366287	QAM256	10
11	218750000	6.699997	40.946209	QAM256	11
12	226750000	6.599998	40.946209	QAM256	12
13	234750000	6.500000	40.366287	QAM256	13
14	242750000	6.500000	40.366287	QAM256	14
15	250750000	6.800003	38.983261	QAM256	15
16	258750000	7.300003	40.946209	QAM256	16
17	266750000	7.599998	40.366287	QAM256	17
18	274750000	7.699997	40.946209	QAM256	18
19	282750000	8.000000	40.366287	QAM256	19
20	290750000	7.400002	40.366287	QAM256	20
21	298750000	7.400002	40.366287	QAM256	21
22	306750000	6.800003	40.946209	QAM256	22
23	314750000	7.000000	40.366287	QAM256	23
24	322750000	7.500000	40.366287	QAM256	24
25	330750000	8.199997	40.366287	QAM256	25
26	370750000	7.699997	40.366287	QAM256	26
27	378750000	7.000000	38.983261	QAM256	27
28	386750000	7.000000	38.983261	QAM256	28
29	394750000	7.699997	38.983261	QAM256	29
31	410750000	8.300003	40.366287	QAM256	31

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

30	Locked	0	0	0
1	Locked	640798305	0	0
2	Locked	640421448	0	0
3	Locked	665868790	0	0
4	Locked	639735099	0	0
5	Locked	639336739	0	0
6	Locked	639075566	0	0
7	Locked	639288060	0	0
8	Locked	450134496	0	0
9	Locked	457540341	0	0
10	Locked	459112364	0	0
11	Locked	457854069	0	0
12	Locked	456452851	0	0
13	Locked	453139673	0	0
14	Locked	455934882	0	0
15	Locked	456362745	0	0
16	Locked	472796656	0	0
17	Locked	472198239	0	0
18	Locked	467024678	0	0
19	Locked	471811655	0	0
20	Locked	468461812	0	0
21	Locked	472233793	0	0
22	Locked	473031307	0	0
23	Locked	472508785	0	0
24	Locked	570666627	0	0
25	Locked	585127165	0	0
26	Locked	584746748	0	0
27	Locked	584948182	0	0
28	Locked	583966008	0	0
29	Locked	967802164	0	0
31	Locked	610783416	0	0

[JennyCide]

3.1 Downstream channels

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

159

78

4K

1520

QAM4096

424

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

159

Locked

8.0

22080938

66

3.0 Upstream channels

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

1	39400000	46.270599	5120 KSym/sec	32QAM	2
2	25800000	46.270599	5120 KSym/sec	64QAM	4
3	32600000	45.770599	5120 KSym/sec	32QAM	3
4	46200000	46.270599	5120 KSym/sec	32QAM	1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	32	0
2	US_TYPE_STDMA	0	0	32	0
3	US_TYPE_STDMA	0	0	32	0
4	US_TYPE_STDMA	0	0	32	0

[JennyCide]

Network logs

Time Priority Description

Wed 26/08/2020 01:30:37	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:31:43	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:32:09	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:34:01	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 26/08/2020 01:38:18	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:38:22	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:39:02	3	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;
Wed 26/08/2020 01:47:27	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:49:38	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 26/08/2020 01:50:54	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:50:58	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; 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 26/08/2020 01:50:59	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:51:40	3	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;
Wed 26/08/2020 02:07:53	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:08:56	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:08:57	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:10:32	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:10:33	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:12:06	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:12:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:13:32	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:13:34	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:14:42	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:14:45	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:16:42	3	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:17:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:18:34	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:18:42	3	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;
Wed 26/08/2020 02:20:03	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:20:12	3	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;
Wed 26/08/2020 02:20:55	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 26/08/2020 02:33:09	5	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;
Wed 26/08/2020 21:25:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 29/08/2020 21:04:27	4	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 21:49:10	4	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 21:49:10	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 01/09/2020 10:25:00	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 01/09/2020 10:37:16	5	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;
Tue 01/09/2020 10:57:53	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 01/09/2020 11:10:10	5	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;

[carl_pearce]

I'm unsure if it's specifically related to the upgrade however your upstream channels are out of spec:

3.0 Upstream channels

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

1	39400000	46.270599	5120 KSym/sec	32QAM	2
2	25800000	46.270599	5120 KSym/sec	64QAM	4
3	32600000	45.770599	5120 KSym/sec	32QAM	3
4	46200000	46.270599	5120 KSym/sec	32QAM	1

The 'modulation' should be 64 QAM on all channels.

This could be a pointer to an issue on your line which requires further investigation.

[Steven_L]

Hey @JennyCide,

I have been able to look into your account and as @carl_pearce suggested there is an issue with modulation, upon running tests on your account to try and rectify this, we would need to arrange a technician visit to get this resolved.

I have been able to arrange an engineer visit for you to get this issue resolved, you can find all the information about your appointment on your online account then clicking My Account and Order tracking.

Regards

Steven_L 

[JennyCide]

Thanks for sorting out getting an engineer to me @Steven_L  - I hadn't been able to get anyone by phoning up.  Unfortunately the guy who came was from out of my area and had no experience with Gig1 or the Hub4.  He got his boss to call me and whilst both tried to help me, it's now gone quiet and I still have the same constant packet loss with no sign of a fix.  

Today's graph ;

Live BQM

Samknows also doesn't give me much hope since this is meant to be Gig1

[JennyCide]

So since the engineer (nice but with zero experience of Gig1 or Hub4) left after doing nothing I got a call from his manager saying he'd try to have a look.  that was 3 weeks ago and still nothing.

I don't understand why I have to do this in a public forum but here's today's fun graph - you can imagine how much fun it is trying to do video or even audio calls with that much packet loss.

I honestly don't understand what other options I have now - if it were me at the other end I'd want to go through everything step by step to find the cause - I tried asking for a different Hub4 to swap out in case that was the cause - if not then it has to be the line or cables to the hub as I've swapped everything on my side of the ub - all devices/cables etc and am testing on a direct wired connection to the hub.

One thing I've noticed is in that these don't seem right do they?

Any ideas welcome

[JennyCide]

At this point the service is just an embarrassment to VirginMedia and it's affecting my job and my mental health having to deal with this and the customer service

[DJ_Shadow1966 · Accepted solution]

Hello

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike