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Hub 5 unstable latency

akalegman
Tuning in

Hi there,

I have recently noticed my VM connection has been very unstable. It seems to be mainly the latency that spikes constantly, packet loss seems to be less of an issue right now. About a week ago I was offered a Super Hub upgrade, the email mentioned a Hub 4 - funnily enough I received a Hub 5.

I am running the Hub 5 in modem mode and using an Asus RT-AX55. Last night my latency was spiking up to 140ms and would settle down to around 60ms. This morning it settles around 30ms (as expected) and then spikes around 50ms - 60ms.

I set up a BQM this morning to gather some data, which is already showing how poor the connection is. The disconnection around 11:00 was where a VM customer support asked me to do the usual 'reset factory settings' and 'sent signals to the router'.

I know there isn't much data to work with just yet, but it's already not looking good - so I figured I would get the post up ahead of time.

I really need this sorted as I work from home and am also a gamer.

Thanks in advance!

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12740000004.340QAM 25618
21380000006.840QAM 2561
31460000006.440QAM 2562
41540000006.140QAM 2563
51620000005.840QAM 2564
61700000005.440QAM 2565
71780000005.240QAM 2566
81860000004.740QAM 2567
91940000004.640QAM 2568
10202000000440QAM 2569
112100000004.140QAM 25610
122180000004.440QAM 25611
132260000004.140QAM 25612
142340000004.140QAM 25613
152420000004.140QAM 25614
162500000003.940QAM 25615
172580000003.840QAM 25616
182660000004.240QAM 25617
192820000004.540QAM 25619
202900000004.741QAM 25620
212980000004.941QAM 25621
223060000004.741QAM 25622
233140000004.641QAM 25623
243220000004.541QAM 25624
253300000004.241QAM 25625
263380000003.940QAM 25626
273460000003.741QAM 25627
283540000003.341QAM 25628
29362000000340QAM 25629
30370000000341QAM 25630
313780000003.141QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked4000
3Locked4000
4Locked4000
5Locked4000
6Locked4000
7Locked4000
8Locked4000
9Locked4000
10Locked4000
11Locked4000
12Locked4000
13Locked4000
14Locked4000
15Locked4000
16Locked4000
17Locked4000
18Locked4000
19Locked4000
20Locked4100
21Locked4100
22Locked4100
23Locked4100
24Locked4100
25Locked4100
26Locked4000
27Locked4100
28Locked4100
29Locked4000
30Locked4100
31Locked4100

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
05370000045.35120QAM 641
146200000445120QAM 642
239400000435120QAM 643
332600000435120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000

 Network Log

Time Priority Description
19-09-2023 14:13:01warningDBC-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;
19-09-2023 14:13:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:57noticeREGISTRATION COMPLETE - Waiting for Operational status
19-09-2023 14:01:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:52warningDynamic Range Window violation
19-09-2023 14:01:52warningDynamic Range Window violation
19-09-2023 14:01:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:50warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:45noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:41noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:39warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:37noticeHonoring MDD; IP provisioning mode = IPv4
19-09-2023 14:01:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:10criticalCable Modem Reboot via RG reboot command
19-09-2023 13:53:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:53:41criticalCable Modem Reboot via RG reboot command
19-09-2023 13:51:03criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:50:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:50:44criticalCable Modem reset to Factory Default via reset button
19 REPLIES 19

akalegman
Tuning in

Checked service status online and via the automated phone service, no issues in the area reported (area reference: 20). Does this look like area overutilization or is something else going on?

Client62
Legend

With the a VM Hub in modem mode, the BQM graph reflects the responses from your Router ( not the VM Hub ).

Kind of makes the diagnosis harder as the equipment chain is longer.

akalegman
Tuning in

OK, I will swap over now and gather some data with the Hub 5 in Router mode.

Thanks!

akalegman
Tuning in

OK, new BQM setup - please ignore the one above for now...

akalegman
Tuning in

I think it's safe to say we can rule out the ASUS router. Can someone from Virgin go over the data above and let me know what is going on?

Thanks!

legacy1
Alessandro Volta

Enable your routers QoS limit download to 115Mb upload 19Mb for now

---------------------------------------------------------------

Just checking - I'm on the M350 package, do those download + upload values still apply? I will give this a go, see if it smooths things out until Virgin sort the real issue out.

Thanks for the reply!

 

akalegman
Tuning in

I have continued to monitor my broadband and there is still a consistent issue with the latency spiking throughout the day almost constantly. I have ruled out my ASUS router causing any issues, but I cannot say whether the issue started with the Hub 5 or already existed with the Hub 3. I doubt I can just plug that back in to test at this point right?

Would be great if someone from Virgin Media could check over the BQM and Hub 5 output?

akalegman
Tuning in

Updated status, net is especially bad today...

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12740000003.740QAM 25618
21380000006.440QAM 2561
31460000005.940QAM 2562
41540000005.640QAM 2563
51620000005.440QAM 2564
6170000000539QAM 2565
71780000004.739QAM 2566
81860000004.440QAM 2567
91940000004.339QAM 2568
102020000003.639QAM 2569
112100000003.639QAM 25610
12218000000439QAM 25611
132260000003.939QAM 25612
142340000003.940QAM 25613
15242000000440QAM 25614
162500000003.840QAM 25615
172580000003.540QAM 25616
182660000003.740QAM 25617
192820000003.840QAM 25619
20290000000440QAM 25620
212980000004.140QAM 25621
223060000003.940QAM 25622
233140000003.840QAM 25623
243220000003.740QAM 25624
253300000003.340QAM 25625
263380000003.240QAM 25626
273460000003.240QAM 25627
283540000003.140QAM 25628
293620000002.940QAM 25629
303700000002.941QAM 25630
31378000000340QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked403720
2Locked40382276
3Locked4019003653
4Locked408651801
5Locked4018853275
6Locked3919813198
7Locked399823
8Locked4020493417
9Locked3919463009
10Locked3918632513
11Locked3916411904
12Locked3916161850
13Locked3916451621
14Locked4017881676
15Locked4017901738
16Locked4014841629
17Locked4012041118
18Locked401007102
19Locked401514619
20Locked401284733
21Locked401226219
22Locked401409559
23Locked4015851708
24Locked4014331059
25Locked4013101257
26Locked4014111274
27Locked4016411856
28Locked4017141830
29Locked4016741685
30Locked4111991165
31Locked401203356

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
05370000045.35120QAM 641
14620000044.35120QAM 642
23940000043.55120QAM 643
332600000435120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000