on 08-09-2020 14:29
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.
Answered! Go to Answer
on 12-10-2020 10:45
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
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
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on 13-10-2020 12:56
Virgin should be able to check neighbours qams to see if they also have the same fault
on 08-09-2020 16:39
Logs in case they help;
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 |
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 |
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 |
on 08-09-2020 16:41
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 |
on 08-09-2020 16:42
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; |
on 08-09-2020 18:05
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.
on 15-09-2020 11:38
Hey @JennyCide,
I have been able to look into your account and as @Anonymous 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
on 21-09-2020 09:59
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
12-10-2020 09:09 - edited 12-10-2020 09:10
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
12-10-2020 10:22 - edited 12-10-2020 10:32
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
on 12-10-2020 10:45
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
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks