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Keeps crashing and not getting close to 1gig

Ben23
Tuning in

on ‎07-01-2023 12:13

Hi,

Please can anyone give me some advice?

We upgraded to 1gig broadband and a hub 5.

The hub is in modem mode and connected by wires to one Eero router, which is then wired to two others around the house.

Initially the speed was consistently 940mbps as measured by the Eero router, but it would crash and stop working for long periods.  Virgin engineer came out and made some changes in the street and fitted a filter in the house.

Since then the Hub 5 still crashes regularly and needs turning on and off.   The speed is now Lower, about 400mbps as measured by the Eero.  It crashes most days.

I have put a tracker on the broadband.

The graph certainly doesn't look like a 'normal' one.....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd9ad913c2c12e782502e7fd79559f46ea... 

Forgive me as I don't know much about this subject but would appreciate some help.

If anyone from Virgin could help that would be great.

Huge thanks!

Any help much appreciated

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7 REPLIES 7

carl_pearce
Community elder

on ‎08-01-2023 10:52

@Ben23 wrote:

Hi,

Please can anyone give me some advice?

We upgraded to 1gig broadband and a hub 5.

The hub is in modem mode and connected by wires to one Eero router, which is then wired to two others around the house.

Initially the speed was consistently 940mbps as measured by the Eero router, but it would crash and stop working for long periods.  Virgin engineer came out and made some changes in the street and fitted a filter in the house.

Since then the Hub 5 still crashes regularly and needs turning on and off.   The speed is now Lower, about 400mbps as measured by the Eero.  It crashes most days.

I have put a tracker on the broadband.

The graph certainly doesn't look like a 'normal' one.....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd9ad913c2c12e782502e7fd79559f46ea... 

Forgive me as I don't know much about this subject but would appreciate some help.

If anyone from Virgin could help that would be great.

Huge thanks!

Any help much appreciated

Access your HUB on 192.168.100.1 (Modem mode), select 'Check router status', and copy/paste the tab data.

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Ben23
Tuning in
In response to carl_pearce

on ‎08-01-2023 13:09

Hi Carl,

 

ItemStatusCommentsAcquired Downstream Channel(Hz)306000000Locked

Ranged Upstream Channel(Hz)49600000Ranged

Provisioning StateOnlineOperational

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000003.835QAM 25622
21380000004.30Unknown1
31460000004.30QAM 2562
41540000004.30QAM 2563
51620000004.20QAM 2564
61700000003.80QAM 2565
71780000003.30QAM 2566
81860000003.30QAM 2567
91940000003.80QAM 2568
102020000003.80QAM 2569
112100000003.634QAM 25610
12218000000334QAM 25611
132260000002.637QAM 25612
142340000002.435QAM 25613
152420000002.234QAM 25614
162500000002.234QAM 25615
172580000002.334QAM 25616
182660000002.635QAM 25617
192740000003.236QAM 25618
202820000003.835QAM 25619
212900000004.136QAM 25620
222980000003.936QAM 25621
233140000003.436QAM 25623
243220000003.537QAM 25624
253300000003.836QAM 25625
263380000004.536QAM 25626
273460000004.937QAM 25627
283540000004.335QAM 25628
293620000003.834QAM 25629
30370000000339QAM 25630
313780000002.837QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3512186120
2Unlocked0199209097454097189
3Locked0208259143510440864
4Locked0234355464429436733
5Locked0190979159586861281
6Locked0193008298768332686
7Locked0157431134692618155
8Locked0146073403655443733
9Locked0165015613676572395
10Locked0296342432895937799
11Locked34319122197364873478
12Locked34434791386189339779
13Locked3739803909039095845
14Locked35234848831417522
15Locked341015028887049
16Locked34376950516504
17Locked34159593416721
18Locked3592061906026
19Locked3663897796571
20Locked3547803885587
21Locked3623860705689
22Locked3614421536140
23Locked367735445869
24Locked372452056936
25Locked36305715344
26Locked36238468102418
27Locked3733865197
28Locked3542625180
29Locked34120275329
30Locked39338435849
31Locked37163026302

 

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000045.85120QAM 641
14310000047.35120QAM 642
236600000475120QAM 643
33010000048.35120QAM 644
42360000048.85120QAM 645

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100

 

 

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
268376
1230000450 bps
42600bytes
0 bps
268378
128000 bps
3044bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
268375
55000270 bps
42600bytes
0 bps
42600bytes
Best Effort
268377
128000 bps
3044bytes
0 bps
1522bytes
Best Effort

 

There also seem so be notices and events in the network log nearly every minute - not sure if this is normal and seem to contain MAC which I am not sure whether to send or not.

 

Would hugely appreciate your advice and help understanding a bit about this.  

Thanks Carl,

Do let me know if you need more.

Best wishes,

Ben

 

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carl_pearce
Community elder
In response to Ben23

‎08-01-2023 13:21 - edited ‎08-01-2023 13:22

Ouch!

There is certainly an issue with the downstream channels.

This will need further investigation by VM to determine if it's the HUB or the line (My money is on the HUB 5).

They should respond here, however can take several days.

Ben23
Tuning in
In response to carl_pearce

on ‎08-01-2023 13:50

Huge thanks Carl!

 

Virgin - hello????!

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Tudor
Very Insightful Person
Very Insightful Person
In response to Ben23

on ‎08-01-2023 13:55

The primary place to report faults is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

Do not bump posts, they just go to the bottom of the queue.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Matthew_ML
Forum Team
Forum Team

on ‎10-01-2023 14:07

Hey Ben23, thank you for reaching out and I am sorry to hear you are having some connection issues also a warm welcome to the community.

We can't guarantee our equipment to work with any 3rd party and when it does it won't work 100%.

Please can you try this out without any 3rd party and just the router in modem mode or just WIFI.

Please can you then let me know the results. Thanks 

Matt - Forum Team


New around here?

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carl_pearce
Community elder
In response to Matthew_ML

‎10-01-2023 19:59 - edited ‎10-01-2023 20:00

@Matthew_ML wrote:

Hey Ben23, thank you for reaching out and I am sorry to hear you are having some connection issues also a warm welcome to the community.

We can't guarantee our equipment to work with any 3rd party and when it does it won't work 100%.

Please can you try this out without any 3rd party and just the router in modem mode or just WIFI.

Please can you then let me know the results. Thanks 

Look at the HUB stats!!!

Nothing to do with third party equipment.

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