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JennyCide
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Message 1 of 27
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Gig1 stability - unusable since upgrade

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

broadband monitor080920.PNG

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.

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JennyCide
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Re: Gig1 stability - unusable since upgrade

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
304027500007.90000240.366287QAM25630
11387500007.00000040.366287QAM2561
21467500007.09999840.366287QAM2562
31547500007.30000340.366287QAM2563
41627500007.30000340.366287QAM2564
51707500006.50000040.366287QAM2565
61787500006.50000040.946209QAM2566
71867500006.59999840.366287QAM2567
81947500006.80000340.946209QAM2568
92027500007.09999840.366287QAM2569
102107500007.09999840.366287QAM25610
112187500006.69999740.946209QAM25611
122267500006.59999840.946209QAM25612
132347500006.50000040.366287QAM25613
142427500006.50000040.366287QAM25614
152507500006.80000338.983261QAM25615
162587500007.30000340.946209QAM25616
172667500007.59999840.366287QAM25617
182747500007.69999740.946209QAM25618
192827500008.00000040.366287QAM25619
202907500007.40000240.366287QAM25620
212987500007.40000240.366287QAM25621
223067500006.80000340.946209QAM25622
233147500007.00000040.366287QAM25623
243227500007.50000040.366287QAM25624
253307500008.19999740.366287QAM25625
263707500007.69999740.366287QAM25626
273787500007.00000038.983261QAM25627
283867500007.00000038.983261QAM25628
293947500007.69999738.983261QAM25629
314107500008.30000340.366287QAM25631
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
30Locked000
1Locked64079830500
2Locked64042144800
3Locked66586879000
4Locked63973509900
5Locked63933673900
6Locked63907556600
7Locked63928806000
8Locked45013449600
9Locked45754034100
10Locked45911236400
11Locked45785406900
12Locked45645285100
13Locked45313967300
14Locked45593488200
15Locked45636274500
16Locked47279665600
17Locked47219823900
18Locked46702467800
19Locked47181165500
20Locked46846181200
21Locked47223379300
22Locked47303130700
23Locked47250878500
24Locked57066662700
25Locked58512716500
26Locked58474674800
27Locked58494818200
28Locked58396600800
29Locked96780216400
31Locked61078341600

 

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JennyCide
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Message 3 of 27
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Re: Gig1 stability - unusable since upgrade

3.1 Downstream channels

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

159784K1520QAM4096424

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

159Locked 8.02208093866

 

3.0 Upstream channels

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

13940000046.2705995120 KSym/sec32QAM2
22580000046.2705995120 KSym/sec64QAM4
33260000045.7705995120 KSym/sec32QAM3
44620000046.2705995120 KSym/sec32QAM1

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA00320
2US_TYPE_STDMA00320
3US_TYPE_STDMA00320
4US_TYPE_STDMA00320
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JennyCide
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Re: Gig1 stability - unusable since upgrade

Network logs

Time Priority Description

Wed 26/08/2020 01:30:373No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:31:433DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:32:093No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:34:015MIMO 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 01:38:183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:38:225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:39:023Received 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 01:47:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:49:385MIMO 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 01:50:543SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:50:586CM-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 01:50:595Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 01:51:403Received 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 02:07:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:08:565B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:08:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:10:325B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:10:333No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:12:065B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:12:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:13:325B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:13:343No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:14:425B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:14:453No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:16:423DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:17:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:18:343DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:18:423Received 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 02:20:033DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/08/2020 02:20:123Received 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 02:20:555MIMO 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 02:33:095DBC-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 21:25:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 29/08/2020 21:04:274DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 21:49:104DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 21:49:106DHCP 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 10:25:005MIMO 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 10:37:165DBC-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 10:57:535MIMO 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 11:10:105DBC-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;
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carl_pearce
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Message 5 of 27
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Re: Gig1 stability - unusable since upgrade

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

13940000046.2705995120 KSym/sec32QAM2
22580000046.2705995120 KSym/sec64QAM4
33260000045.7705995120 KSym/sec32QAM3
44620000046.2705995120 KSym/sec32QAM1

 

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
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Message 6 of 27
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Re: Gig1 stability - unusable since upgrade

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 

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JennyCide
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Message 7 of 27
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Re: Gig1 stability - unusable since upgrade

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 ;

Capture2.PNG

Live BQM

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

samknows.PNG

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JennyCide
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Message 8 of 27
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Re: Gig1 stability - unusable since upgrade

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.

9bdbfb65503499923e4ebbb21682dd23f2fd684e-11-10-2020.png

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?

Capture9608563465.PNG

 

Any ideas welcome

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JennyCide
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Message 9 of 27
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Re: Gig1 stability - unusable since upgrade

Capture548oykjfg.PNG

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

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DJ_Shadow1966
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Message 10 of 27
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Helpful Answer

Re: Gig1 stability - unusable since upgrade

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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