27-01-2022 23:05 - edited 27-01-2022 23:17
Hi guys,
I am suffering from reduced service since upgrading to the Hub 5. My speeds have dropped from a consistent 210Mbps to anywhere between 130-170Mbps.
DS power levels are sitting around 0, SNR around 40
US power levels are ~48
I had a text from Virgin in early January about works in my area on the 12th and to expect downtime. I've noticed not long after I hooked up the Hub 5 so it may be a coincidence, it may also be unrelated to the works in the area. Can staff please check to see if my area is suffering from high utilisation and specify what works were carried out in the area on Jan 12?
on 30-05-2022 23:01
Hi Paul,
I've attached a graph, representative of most days for March/April/May which is as far back as tbb graph data goes;
March
April
May
Now compare these to January 20th, when I switched over the SH3 -> Hub 5 and likely locked on to a congested US channel;
Quite a stark difference. If the buffer bloat on the graphs causing high latency and packet loss and occasional dropouts isn't related to congestion or the aforementioned SNR fault, can you enlighten me as to what is causing this?
on 04-06-2022 09:26
Good morning Kouneloz
Thanks for coming back to me. Sorry for the delayed reply. I've been doing a system check for you and the SNR issue (signal to noise ratio) was fixed on the 31st May 2022. Fault reference is F009803159.
I've therefore ran some checks and all seems fine, no outages/issue showing. Your levels are fine, a few of the downstream ones are higher than normal but still in spec.
I do therefore hope everything is resolved for you. However, if not, please do the following;
Reset the router - https://www.virginmedia.com/help/broadband/reboot-or-reset-hub - as it's been up for a few weeks.
Give it a few hours and then do the following;
Post your Hub status and logs. How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also keep the BQM running as well 🙂
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 08-06-2022 20:29
Hi John,
Your tech support told me I need an engineer out as your SCV system has logged over 29 amber alerts over the past month, 7 in the last week alone. I've had 2 tech's out in April, the last removed the forward path attenuator that the first engineer fitted to an inline one and changed the faceplate inside. He said if he reduced my downstream by 5, upstream would go up by the same amount. He left after doing a speedtest, getting about 140mbps and said he'd refer the issue onto networks. I'm more concerned about the latency spikes and drop outs. See the latest BQM graph below as well as logs from the modem
Service checker shows a planned outage on Friday, any idea if this is to increase capacity or address an issue?
Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz) | 203000000 | Locked |
Ranged Upstream Channel(Hz) | 53700000 | Ranged |
Provisioning State | Online | Operational |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 5.2 | 41 | QAM 256 | 9 |
2 | 139000000 | 4.6 | 40 | QAM 256 | 1 |
3 | 147000000 | 4.7 | 40 | QAM 256 | 2 |
4 | 155000000 | 4.5 | 40 | QAM 256 | 3 |
5 | 163000000 | 4.3 | 40 | QAM 256 | 4 |
6 | 171000000 | 4.4 | 40 | QAM 256 | 5 |
7 | 179000000 | 5 | 41 | QAM 256 | 6 |
8 | 187000000 | 5.5 | 41 | QAM 256 | 7 |
9 | 195000000 | 5.7 | 41 | QAM 256 | 8 |
10 | 211000000 | 4.5 | 40 | QAM 256 | 10 |
11 | 219000000 | 4 | 40 | QAM 256 | 11 |
12 | 227000000 | 3.8 | 40 | QAM 256 | 12 |
13 | 235000000 | 3.8 | 40 | QAM 256 | 13 |
14 | 243000000 | 4 | 40 | QAM 256 | 14 |
15 | 251000000 | 4.2 | 41 | QAM 256 | 15 |
16 | 259000000 | 4.4 | 41 | QAM 256 | 16 |
17 | 267000000 | 4.3 | 41 | QAM 256 | 17 |
18 | 275000000 | 4 | 40 | QAM 256 | 18 |
19 | 283000000 | 3.4 | 40 | QAM 256 | 19 |
20 | 291000000 | 3.9 | 40 | QAM 256 | 20 |
21 | 299000000 | 4.9 | 41 | QAM 256 | 21 |
22 | 307000000 | 5.8 | 41 | QAM 256 | 22 |
23 | 315000000 | 6.4 | 42 | QAM 256 | 23 |
24 | 323000000 | 6.8 | 42 | QAM 256 | 24 |
25 | 331000000 | 7 | 42 | QAM 256 | 25 |
26 | 339000000 | 7.5 | 41 | QAM 256 | 26 |
27 | 347000000 | 7.9 | 42 | QAM 256 | 27 |
28 | 355000000 | 8.1 | 42 | QAM 256 | 28 |
29 | 363000000 | 8 | 42 | QAM 256 | 29 |
30 | 371000000 | 7.3 | 42 | QAM 256 | 30 |
31 | 379000000 | 6.9 | 42 | QAM 256 | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 41 | 0 | 13 |
2 | Locked | 40 | 8 | 13 |
3 | Locked | 40 | 7 | 5 |
4 | Locked | 40 | 7 | 15 |
5 | Locked | 40 | 23 | 74 |
6 | Locked | 40 | 19 | 61 |
7 | Locked | 41 | 20 | 42 |
8 | Locked | 41 | 8 | 73 |
9 | Locked | 41 | 15 | 90 |
10 | Locked | 40 | 8 | 53 |
11 | Locked | 40 | 8 | 33 |
12 | Locked | 40 | 8 | 31 |
13 | Locked | 40 | 8 | 29 |
14 | Locked | 40 | 8 | 31 |
15 | Locked | 41 | 8 | 22 |
16 | Locked | 41 | 8 | 26 |
17 | Locked | 41 | 8 | 22 |
18 | Locked | 40 | 8 | 25 |
19 | Locked | 40 | 8 | 25 |
20 | Locked | 40 | 8 | 29 |
21 | Locked | 41 | 8 | 22 |
22 | Locked | 41 | 8 | 24 |
23 | Locked | 42 | 8 | 22 |
24 | Locked | 42 | 8 | 11 |
25 | Locked | 42 | 8 | 13 |
26 | Locked | 41 | 8 | 16 |
27 | Locked | 42 | 8 | 12 |
28 | Locked | 42 | 8 | 10 |
29 | Locked | 42 | 8 | 7 |
30 | Locked | 42 | 8 | 7 |
31 | Locked | 42 | 8 | 6 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 47.5 | 5120 | QAM 64 | 2 |
2 | 46200000 | 47.5 | 5120 | QAM 64 | 3 |
3 | 39400000 | 47.5 | 5120 | QAM 64 | 4 |
4 | 32600000 | 47 | 5120 | QAM 64 | 5 |
5 | 25800000 | 47.5 | 5120 | QAM 64 | 6 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed |
1 |
Enabled |
3.1 |
,.iyewrkldJKDHSUBsgvca698 |
Primary Downstream Service Flow
SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
1002 |
230000061 bps |
42600 bytes |
0 bps |
Primary Upstream Service Flow
SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
1001 |
22000061 bps |
42600 bytes |
0 bps |
42600 bytes |
Best Effort |
08-06-2022 20:29 - edited 08-06-2022 20:30
Network Log
Time Priority Description
08-06-2022 12:43:46 | warning | DBC-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; |
08-06-2022 12:43:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:32:45 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; 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; |
08-06-2022 12:32:41 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
08-06-2022 12:32:36 | warning | Dynamic Range Window violation |
08-06-2022 12:32:36 | warning | RNG-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; |
08-06-2022 12:32:36 | warning | RNG-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; |
08-06-2022 12:32:36 | warning | Dynamic Range Window violation |
08-06-2022 12:32:36 | warning | RNG-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; |
08-06-2022 12:32:36 | warning | Dynamic Range Window violation |
08-06-2022 12:32:36 | warning | RNG-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; |
08-06-2022 12:32:36 | warning | Dynamic Range Window violation |
08-06-2022 12:32:35 | warning | REG-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; |
08-06-2022 12:32:29 | notice | DS 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; |
08-06-2022 12:32:28 | notice | TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:32:26 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:32:24 | notice | Honoring MDD; IP provisioning mode = IPv4 |
08-06-2022 12:25:57 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:25:52 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:25:33 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:25:32 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:25:13 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:25:12 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:24:53 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:24:53 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:24:33 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:24:32 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:23:38 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:23:37 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:23:32 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:23:31 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
08-06-2022 12:23:28 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 09-06-2022 12:18
The log is usually full up of the below entries which have appeared from this morning
Network Log
Time Priority Description
09-06-2022 06:43:19 | warning | Dynamic Range Window violation |
09-06-2022 06:43:19 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-06-2022 05:58:23 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-06-2022 05:58:23 | warning | Dynamic Range Window violation |
09-06-2022 02:45:22 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-06-2022 02:45:22 | warning | Dynamic Range Window violation |
on 12-06-2022 09:45
Hi @Kouneloz
Thank you for your post and welcome back to our community.
Was the speed test done on a hard wired or WiFi device please?
You can check here to see if the speeds being received are within our minimum speed guarantee.
I have taken a look at things from our side and there is no congestion in the area.
We wouldn't be able to advise on any specifics around the maintenance work unfortunately.
There are no current area issues or outages recorded.
Please pop back to us when you can,
Vikki - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
12-06-2022 13:05 - edited 12-06-2022 13:09
There are no current area issues or outages recorded.
Asking for a second time - every time I ring in to tech support they sell me your SCV system shows amber alerts which tell them I need a tech visit. Why do you not see these when running your test?
Your colleague in his previous post reported fault F009803159 was marked fixed on 31st May 2022 but if you check the power level of the cabinet I'm connected to going back to the CMTS, its power level is sitting at ~31. Can you re-open this fault or report this onto networks to open a new fault?
Was the speed test done on a hard wired or WiFi device please?
The engineer tested wirelessly next to the ASUS router but I tested after him on a wired PC with the same result.
I have taken a look at things from our side and there is no congestion in the area.
Is there really no congestion or is it not at the point where you consider it congestion? Can you explain why my BQM graphs suggest otherwise with high latency and packet loss at peak times?
Here's a BQM graph for the same time period at an address ~3 miles away for another connection I hold with VM with the same network hardware in place albeit a hitron hub as opposed to the hub 5.
on 12-06-2022 21:03
@Kouneloz, I mean seriously, ‘amber alerts’ you think that is a real thing and not something they just made up to get you off the phone?
31dBmV upstream power is perfectly fine.
Now the BQM does indeed show some signs of a bit of congestion but certainly nothing out of the ordinary for a DOCSIS connection so I would surmise that as far as VM is concerned there are no issues and they won’t be doing anything about it.
I’ll be blunt, VM’s guarantee is only that the average download speed is over 50% of the rated speed, nothing about latency or upload. On that basis they will probably claim that everything is fine. Now you might object and say that the provided service isn’t fit for purpose, the onus, alas being on you to prove that.
on 13-06-2022 18:10
The SCV system is an actual thing which shows agents faults or issues with a connection. And 31 power level from the cab to CMTS isn't fine. This is why the previous SNR fault was raised but closed claiming the problem was fixed when it clearly hasn't been