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Lots of hub errors and erratic speeds

TerryUK
Joining in

on ‎03-02-2023 01:05

Hi All,

Just taken out Virgin Media on the Gig1 plan (was 500mb but then used volt to go to Gig1). I have had it just over a month now and my internet speeds are very varied - sometimes I get close to 1000mbps, other times I can just about reach 100mbps. I have reseated the cables and I am on my 3rd modem. Engineer visit didn't test anything and literally swapped my modem and left saying that will fix the issue. When I had the Hub 3 while I was on the 500MB plan I used to have a RCS Partial Service message on the hub and the connection was always going down, it was unusable and all of the phones ended up falling back to data and everyone exceeded their data plans during that time. Since going to Gig1 and the Hub4, the connection is a lot better, but the speeds are very erratic.

Looking at the network details, it looks like my power levels look OK from what I understand but I am getting a lot of errors. These stats are after about 10mins after a modem reboot. Currently only seem to be pulling down just over 100MB down (It's 1AM in the morning)

3.0 Downstream channels

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

253310000002.59999835.779911QAM25625
61790000004.69999733.956509QAM2566
71870000004.90000234.345688QAM2567
81950000004.80000334.345688QAM2568
92030000004.80000334.483570QAM2569
102110000004.30000334.483570QAM25610
112190000004.50000031.688669QAM25611
122270000004.30000333.834164QAM25612
132350000003.79999934.483570QAM25613
142430000003.09999834.345688QAM25614
152510000002.70000133.062504QAM25615
162590000002.00000033.956509QAM25616
172670000002.40000234.345688QAM25617
182750000003.20000135.083549QAM25618
192830000003.59999835.083549QAM25619
202910000004.00000035.083549QAM25620
212990000003.50000035.595078QAM25621
223070000003.09999835.595078QAM25622
233150000002.79999935.595078QAM25623
243230000002.59999835.595078QAM25624
263390000002.50000035.595078QAM25626
273470000002.20000135.595078QAM25627
283550000002.20000135.595078QAM25628
293630000001.90000235.779911QAM25629
303710000001.79999935.595078QAM25630
313790000002.09999835.595078QAM25631
323870000001.70000135.595078QAM25632
333950000001.40000235.779911QAM25633
344030000001.40000235.595078QAM25634
354110000001.00000035.779911QAM25635
364190000000.50000035.595078QAM25636



3.0 Downstream channels

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

25Locked35.779911110
6Locked33.9565097330
7Locked34.3456886770
8Locked34.3456884800
9Locked34.4835702280
10Locked34.4835701400
11Locked31.6886693320620
12Locked33.83416428410
13Locked34.4835701170
14Locked34.3456884230
15Locked33.062504167050
16Locked33.95650912280
17Locked34.3456882610
18Locked35.083549390
19Locked35.083549170
20Locked35.083549200
21Locked35.59507860
22Locked35.595078110
23Locked35.595078120
24Locked35.59507850
26Locked35.59507830
27Locked35.59507820
28Locked35.59507810
29Locked35.77991160
30Locked35.59507850
31Locked35.59507880
32Locked35.59507840
33Locked35.77991100
34Locked35.595078100
35Locked35.77991100
36Locked35.59507860

 

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13 REPLIES 13

TerryUK
Joining in

on ‎03-02-2023 01:05

3.1 Downstream channels

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

37964K1880QAM4096759



3.1 Downstream channels

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

37Locked35-7.348177393894

 

3.0 Upstream channels

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

14310000039.0205995120 KSym/sec64QAM2
23010000038.2705995120 KSym/sec64QAM4
34960000039.2705995120 KSym/sec64QAM1
42360000037.5205995120 KSym/sec64QAM5
53660000038.7705995120 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



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.435.82KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20853.400

 

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TerryUK
Joining in
In response to TerryUK

on ‎03-02-2023 01:07

Network Log

Time Priority Description

Tue Jan 31 10:22:04 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Tue Jan 31 10:23:34 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:40 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Tue Jan 31 10:23:42 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:49 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Tue Jan 31 10:24:29 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:24:30 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Tue Jan 31 10:25:09 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:25:17 20236CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:23:32 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:23:36 20236CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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;
Tue Jan 31 18:24:32 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:24:44 20236CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:04:12 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:04:37 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Tue Jan 31 19:05:18 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:18 20236CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; 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;
Tue Jan 31 19:05:30 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:39 20236CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:06:16 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:06:36 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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 Feb 1 03:06:52 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:07:05 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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 Feb 1 10:11:32 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:37 20236CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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 Feb 1 10:11:44 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:49 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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 Feb 1 10:11:49 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:52 20236CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; 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 Feb 1 10:11:52 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:52 20236CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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 Feb 1 10:12:00 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:07 20236CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; 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 Feb 1 10:12:30 20234DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:31 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:33 20234DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:36 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:48 20236CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:13:58 20235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:14:02 20236CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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 Feb 1 10:17:41 20236US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 12:31:30 20236CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Adduxi
Very Insightful Person
Very Insightful Person
In response to TerryUK

‎04-02-2023 11:14 - edited ‎04-02-2023 11:16

Your DS power levels look a bit low on some channels and would need a VM tech to sort this out. I would expect to see at least 34db

If you wait here a day or two a VM Mod will pick this up.

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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Kath_F
Forum Team
Forum Team
In response to TerryUK

on ‎06-02-2023 12:32

Hi TerryUK, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you're having an issue with your broadband connection. Taking a look at things this end we can see several of your downstream signal levels are out and need adjusting. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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Kath_F
Forum Team
Forum Team
In response to TerryUK

on ‎06-02-2023 14:05

Hi TerryUK, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment 

➡ The technician discovers that the fault or problem relates to your equipment

➡ The technician discovers that the fault or problem relates to any system that we are not responsible for

➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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TerryUK
Joining in
In response to Kath_F

on ‎14-02-2023 11:32

Just an update, the engineer arrived and said that the signals are not high enough and also too much noise, he re run the cable to virgin modem which he said cleared the noise issues but the signal still remained low. Have been told a new bigger cable needs to be installed from the box to the house and this is booked for the 1st March. Unfortunately the issues have been worse since the engineer arrived 😞

I will update you once the new cable has been installed. If you guys can try and get the install brought forward that would be fab!

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Kath_F
Forum Team
Forum Team
In response to TerryUK

on ‎24-02-2023 13:02

Hi TerryUK, 

Thanks for taking the time to pop me a private message. We only use this when swapping personal or account sensitive information. As this isn't the case we can keep this in the public community. 

Kelly is a third party team we use when construction work is required. We don't have access to their systems to see when they have things scheduled although when work is needed for a blocked duct, on occasions we need permits and permissions so this can delay things. 

Rest assured the teams will be out as soon as they can to complete the work for you. 

Apologies once again. 

Thanks, 

Kath_F ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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TerryUK
Joining in
In response to Kath_F

on ‎13-03-2023 13:02

Thank you, I called Kelly directly and it turned out they had marked the job as complete and passed it back to Virgin Media so nobody was coming out. I had to say I was pretty impressed, within a few hours of Kelly realising that the job was not complete they had someone out at the property to resolve.

The new cable has just been run and these are my new stats, can you confirm that everything looks within spec?

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.841QAM 25625
21790000004.540QAM 2566
31870000004.840QAM 2567
41950000005.240QAM 2568
52030000005.340QAM 2569
62110000005.541QAM 25610
72190000005.339QAM 25611
82270000005.239QAM 25612
92350000004.841QAM 25613
102430000004.741QAM 25614
11251000000440QAM 25615
122590000003.841QAM 25616
132670000004.341QAM 25617
142750000004.541QAM 25618
15283000000541QAM 25619
162910000004.941QAM 25620
172990000005.241QAM 25621
18307000000541QAM 25622
193150000005.142QAM 25623
20323000000542QAM 25624
213390000005.141QAM 25626
223470000004.941QAM 25627
233550000005.142QAM 25628
243630000004.842QAM 25629
25371000000542QAM 25630
263790000005.142QAM 25631
273870000005.142QAM 25632
28395000000542QAM 25633
294030000004.542QAM 25634
304110000004.442QAM 25635
31419000000442QAM 25636

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4000
3Locked4000
4Locked4000
5Locked4000
6Locked4100
7Locked3900
8Locked3900
9Locked4100
10Locked4100
11Locked4000
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4200
20Locked4200
21Locked4100
22Locked4100
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4200
28Locked4200
29Locked4200
30Locked4200
31Locked4200

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000455120QAM 641
143100000455120QAM 642
236600000455120QAM 643
33010000044.55120QAM 644
42360000044.35120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Ashleigh_C
Forum Team
Forum Team
In response to TerryUK

on ‎15-03-2023 13:18

Hi there @TerryUK 

 

Thank you for popping back to us. I am so sorry to hear that this mistake caused an issue but I am so glad the team were able to resolve this for you. 

 

I have taken a look and all specs to appear to be in order and performing how we would expect. We do hope that things are now looking better for you. 

 

 

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