Menu
Reply
Highlighted
  • 11
  • 0
  • 3
Fordybee
On our wavelength
356 Views
Message 1 of 15
Flag for a moderator

Slow / lost connection - SuperHub 3.0

Hi, I've been having problems over the past week with slow / lost connection through our SuperHub 3.0 (that recently replaced our previous SH3 that died).  Noticeable throughout the day (and evening) when the radio (using Sonos) keeps cutting out, Spotify skips songs or won't play, slow access to the internet via Wifi (and via ethernet) and unable to stream on Now TV.

Ran numerous tests on myvirginmedia, have reset the router who knows how many times (including a hard reset) and got so fed up on Wednesday I called VM.  By this point the router was stuck with the green lights flashing and nothing happening, so they agreed to send an engineer.  Got a text later on to say that was cancelled because it was a network problem that would be fixed.  In the evening the connection was still the same rubbish, so I rang again and was told they will not send an engineer but I have to wait three days and monitor over that period (can ring again on Sunday).  In the meantime I've read various threads here and set up a BQM and been doing speed tests.

Still same issues yesterday and today (the router flashes green on and off, connection unreliable and drops off, and slow when it is working), I checked myvirginmedia again this morning and it said there was another network problem being dealt with.  That is also now fixed apparently.  Minor improvement since the network issue today has been fixed, but I am still getting low speeds - or certainly not what we're paying for (supposedly 200 Mbps - but unless I'm misunderstanding the numbers we're at an average of 2?!!!).  I'd like to be in a position to know whether I need to call them back and ask for an engineer, or whether it's likely that things will get better - or if in fact what the numbers are saying now are actually ok?

I'm not an expert so would be great if someone who can understand the numbers can tell me if I'm getting what I'm paying for?!  Data (hopefully the useful stuff?!) follows....  many many thanks in advance to anyone who can help.

speed tests. (think broadband)

speed test (Oookla)

BQM

Downstream Bonded Channels (1)

Downstream Bonded Channels (2)

Upstream

 

0 Kudos
Reply
  • 3.53K
  • 423
  • 1.12K
Superuser
Superuser
342 Views
Message 2 of 15
Flag for a moderator
Helpful Answer

Re: Slow / lost connection - SuperHub 3.0

That looks like a very, very unhealthy connection.  Downstream power levels are too low (recommended range is -6 to +10) and SNR is too low resulting in a huge amount of Post RS errors.  The upstream screen grab only shows one channel when it should normally show four and the power level on that one channel is too high at 57 (looks like 5.7 due to a firmware bug putting the decimal point in the wrong place) when the max recommended is 52.  You have multiple things that are outside the normal range, any one of which could cause slow speeds and disconnections.

It will need an engineer visit to get things fixed, unfortunately VM's booking system automatically cancels bookings if an area fault occurs, until that fault is fixed.  If the faults in your area have been rectified then they should be able to book a visit.

If phone support won't book one for you then the forum team should be able to (if the area faults are clear) but I can't say how long it will take before they get to this thread.

I would strongly recommend deleting the network log image as it contains MAC addresses which shouldn't be posted on a public forum for your own privacy (also against the forum house rules).

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

 

  • 591
  • 10
  • 38
Forum Team (Retired) Ben_N
Forum Team (Retired)
307 Views
Message 3 of 15
Flag for a moderator
Helpful Answer

Re: Slow / lost connection - SuperHub 3.0

Hi Fordybee,

 

Really sorry to hear about the issues you're having with performance. 

 

In this instance it would be best to contact our Service Assurance team and they can get someone out to look into this.

 

The number to call is 0345 454 1111, IVR Options 1, 2 then 3.

 

Thanks

Ben_N

0 Kudos
Reply
  • 11
  • 0
  • 3
Fordybee
On our wavelength
303 Views
Message 4 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

Hi Ben thanks very much.  I rang 150 on Friday after Scott’s reply and have an engineer coming tomorrow afternoon.  I guess it’s worth waiting to see what happens then?

  • 591
  • 10
  • 38
Forum Team (Retired) Ben_N
Forum Team (Retired)
298 Views
Message 5 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

Ah I see. Glad to hear we've got this booked in for you. 

 

Keep us posted with how this goes. 

 

Thanks

Ben_N

0 Kudos
Reply
  • 11
  • 0
  • 3
Fordybee
On our wavelength
297 Views
Message 6 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

Thanks, I was pretty insistent - the guy ran some tests his end and said there are problems with the labels, whatever that means!  Will update after tomorrow.  Thanks 

0 Kudos
Reply
  • 591
  • 10
  • 38
Forum Team (Retired) Ben_N
Forum Team (Retired)
295 Views
Message 7 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

Thank you! 

 

Have a good Sunday Smiley Happy 

 

Ben_N

0 Kudos
Reply
  • 3.53K
  • 423
  • 1.12K
Superuser
Superuser
288 Views
Message 8 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

@Ben_N Something went wrong with the forum on Friday and this thread seemed to disappear from my view and Fordybee's list of posts.  It seems to have been resurrected when you replied to it.  In the meantime Fordybee had created a new thread explaining that an engineer had been booked:

https://community.virginmedia.com/t5/Speed/Slow-lost-connection-SuperHub-3-0/m-p/3971632

@Fordybee Let us know how things are after the visit tomorrow.

______________________
Scott

0 Kudos
Reply
  • 11
  • 0
  • 3
Fordybee
On our wavelength
248 Views
Message 9 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

My life is back to normal! Engineer has just been and the problem was with our internal cable (which has been fine for 8 years but has obv decided to give up the ghost - or been chewed by mice under the floorboards...).  So we've moved the router to the front room where the external cable comes in, and I will use a power line to boost the wifi signal to the other rooms as needed.  Just run a speed test and it's at 165 Mbps (bursting to 190) and the BQM is showing no packet loss.  Hub network status now showing as follows - which I'm hoping are a much healthier set of numbers?

 

Downstream bonded channels

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

11387500000.235256 qam1
2186750000-0.236256 qam7
3194750000-0.236256 qam8
4202750000-0.536256 qam9
5210750000-0.736256 qam10
6218750000-0.737256 qam11
7226750000-136256 qam12
8234750000-1.236256 qam13
9242750000-1.536256 qam14
10250750000-1.936256 qam15
11258750000-2.536256 qam16
12266750000-1.936256 qam17
13274750000-1.436256 qam18
14282750000-1.237256 qam19
15290750000-1.237256 qam20
16298750000-0.737256 qam21
17306750000-0.737256 qam22
18314750000-137256 qam23
19322750000-0.737256 qam24
20146750000035256 qam2
21154750000036256 qam3
22162750000-0.236256 qam4
23170750000036256 qam5
24178750000-0.236256 qam6

Downstream bonded channels

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

1Locked34.48126018
2Locked24.81725061148527239
3Locked25.32097966147172040
4Locked26.811306747137735740
5Locked25.84675576146753250
6Locked25.94809242146666062
7Locked27.56748181183775176
8Locked29.813922464686
9Locked32.32404225855
10Locked32.1289402178794032
11Locked34.381391636
12Locked3568252828
13Locked34.4269783227
14Locked34.96808549
15Locked35.5912425
16Locked35.73780
17Locked35.53530
18Locked33.37201844930
19Locked3510194
20Locked34.98159918
21Locked24.51731810149112729
22Locked25.32106158147751792
23Locked26.811350619138278907
24Locked25.84693742147331526

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000004.525512064 qam6
2394000004.4512064 qam9
3462000004.425512064 qam8
4537000004.475512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
  • 3.53K
  • 423
  • 1.12K
Superuser
Superuser
236 Views
Message 10 of 15
Flag for a moderator

Re: Slow / lost connection - SuperHub 3.0

Glad to hear that things have improved.  The power levels are now within the recommended range and you have four upstream channels which also have power levels within range.

The second set of downstream figures are showing that SNR is still too low, with lots of Post RS errors, but the figures appear identical to the ones you posted on Friday.  This seems unlikely, especially as your connection is now performing better.  It looks like the figures are being cached by either the hub or your web browser.  Could you try clicking the "Refresh data" link on the Downstream tab and then copy and paste the figures from the second half of that tab, the bit with these headings:

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

Just want to make sure everything is OK as a normal 200Mbs connection should show speeds consistently above 200Mbs with a wired speed test.

Here for example is mine:

______________________
Scott

0 Kudos
Reply