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Hub 4 1GB Losing the will to live now.

So I have the Hub 4 and 1Gig package.

Everything was fine to start with, then just over a month ago my connection near enough died and couldn't use it for nearly two weeks. Engineer had to come out and sort the cabling in the cab because I had low voltage issues (weird that I didn't have that from the start.)

This seemed to fix the issue, virgin also said I'd receive compensation for the service problem (which I am yet to receive and the 6 different people in various departments keep saying they will get back to me - which invariably never will.) 

Tried phoning them for the past 5 days as my Download speed has dropped to 70-89mbps. I usually get 900-940mpbs. Finally spoke to someone on the phone after waiting 3 hours on hold. Ran all the tests and apparently there's no issue and it must be my Desktop PC. 1GB Lan interface, Windows 10, Cat 6 Ethernet cable.

I know it's not my PC, as when I spoke to them a little while ago about latency and packet drops they said they would 'send signals' that would stabilise my line. Now I have less than 90% of what I'm paying for. 

The woman on the phone said she would be sorting an engineer, and after waiting on hold for a further 20 minutes (coming up to 4 hours then) I got cut off, with no information.

I would like this sorted now, as it seems I'm having nothing but issues. If it isn't rectified quickly, I'll be cancelling the contract, and ripping the thing out the wall myself. I have made two complaints and both have gone by with no bother.

My Broadband Ping - Home 1gig
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Re: Hub 4 1GB Losing the will to live now.

3.0 Downstream channels

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

11390000005.50000035.779911QAM2561
21470000005.00000035.779911QAM2562
31550000004.59999835.083549QAM2563
41630000004.00000034.925610QAM2564
51710000003.40000234.925610QAM2565
61790000002.79999935.083549QAM2566
71870000002.70000135.083549QAM2567
81950000002.29999934.925610QAM2568
92030000001.90000234.925610QAM2569
102110000001.59999835.083549QAM25610
112190000001.40000234.925610QAM25611
122270000001.00000034.483570QAM25612
132350000000.40000234.483570QAM25613
14243000000-0.29999933.834164QAM25614
15251000000-0.90000232.676208QAM25615
16259000000-1.29999933.376591QAM25616
17267000000-0.90000233.834164QAM25617
18275000000-0.90000233.956509QAM25618
19283000000-0.79999933.956509QAM25619
20291000000-0.70000133.956509QAM25620
21299000000-0.59999833.956509QAM25621
22307000000-0.59999834.483570QAM25622
23315000000-0.79999934.345688QAM25623
24323000000-1.09999834.483570QAM25624
25347000000-1.40000234.345688QAM25625
26355000000-1.40000234.483570QAM25626
27363000000-1.79999934.345688QAM25627
28371000000-2.20000133.834164QAM25628
29379000000-2.29999933.834164QAM25629
30387000000-2.70000133.956509QAM25630
31395000000-3.29999933.834164QAM25631



3.0 Downstream channels

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

1Locked000
2Locked26558900
3Locked25869700
4Locked23596810
5Locked27912400
6Locked26413510
7Locked19258320
8Locked20025820
9Locked23642440
10Locked24418040
11Locked21722030
12Locked20793330
13Locked225679220
14Locked141244510
15Locked14346312310
16Locked1112282400
17Locked110635740
18Locked92134360
19Locked114298400
20Locked74388300
21Locked101344320
22Locked87529220
23Locked103640100
24Locked29696454100
25Locked70459970
26Locked72927060
27Locked710193140
28Locked673108460
29Locked722161660
30Locked745044570
31Locked144446306850



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM2048759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked -11.721530440
My Broadband Ping - Home 1gig
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Re: Hub 4 1GB Losing the will to live now.

3.0 Upstream channels

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

16030000040.0205995120 KSym/sec64QAM1
22580000035.7705995120 KSym/sec64QAM6
33260000036.2705995120 KSym/sec64QAM5
43940000036.7705995120 KSym/sec64QAM4
54620000037.2705995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
a69834ncxv9873254k;fg87ds



Primary Downstream Service Flow

SFID
20613
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
20612
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:264Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:12:485MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:25:045DBC-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;
Fri 20/11/2020 17:41:565MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:54:145DBC-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;
Fri 20/11/2020 18:01:075MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
My Broadband Ping - Home 1gig
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Alessandro Volta
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Re: Hub 4 1GB Losing the will to live now.

Your Downstream Power levels are all within spec individually BUT, the differential between the lowest at -3.3dBmV and the highest at +5.5dBmV is too great.

Your DOCSIS 3.1 Downstream Channel is far, far too low and the Channel Modulation is at 2048 QAM, it should be 4096 QAM.

 

That lot will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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