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thekaarlo
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Sudden terrible connection Hub 4

Hi, so I've had the Virgin Hub 4 with 1Gig for a couple of months now and usually have at least 900mbps down through my Cat6 Ethernet via desktop.

This morning my connection is choppy at best, I can basically do nothing with it. I can't complete a speed test as they fail (that includes samknows realspeed) and a couple of times my routers ring light has changed between light and dim extremely quickly then returned to normal. 

Router has been rebooted numerous times and one reboot resulted in normal ring light, logged into router for it to say that I was 'online' and network log reflected this. Although when checking in Admin Info, says that I my connection time and IPV4 lease were 0. 

Any help would be appreciated as this is not normal, and is usually fantastic.

Many thanks,

Jack.

My Broadband Ping - Home 1gig
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thekaarlo
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Re: Sudden terrible connection Hub 4

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31
5
DOCSIS 3.1 channels
1
0
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
32 403000000 -7.200001 38.983261 QAM256 32
33 411000000 -7.200001 38.983261 QAM256 33
34 419000000 -7.200001 38.983261 QAM256 34
35 427000000 -7.000000 38.605377 QAM256 35
36 435000000 -7.000000 38.605377 QAM256 36
37 443000000 -6.799999 38.605377 QAM256 37
38 451000000 -6.700001 38.983261 QAM256 38
8 195000000 -0.799999 40.946209 QAM256 8
9 203000000 -1.099998 40.366287 QAM256 9
10 211000000 -1.599998 40.366287 QAM256 10
11 219000000 -1.900002 40.366287 QAM256 11
12 227000000 -2.299999 40.366287 QAM256 12
13 235000000 -2.799999 40.366287 QAM256 13
14 243000000 -3.500000 38.983261 QAM256 14
15 251000000 -4.299999 38.983261 QAM256 15
16 259000000 -4.700001 38.983261 QAM256 16
17 267000000 -4.299999 38.983261 QAM256 17
18 275000000 -4.099998 38.983261 QAM256 18
19 283000000 -4.000000 38.983261 QAM256 19
20 291000000 -4.000000 40.366287 QAM256 20
21 299000000 -4.000000 38.983261 QAM256 21
22 307000000 -3.900002 38.983261 QAM256 22
23 315000000 -4.099998 38.983261 QAM256 23
24 323000000 -4.299999 38.983261 QAM256 24
25 347000000 -4.799999 38.983261 QAM256 25
26 355000000 -5.000000 38.983261 QAM256 26
27 363000000 -5.200001 38.605377 QAM256 27
28 371000000 -5.400002 38.983261 QAM256 28
29 379000000 -5.700001 38.605377 QAM256 29
30 387000000 -6.200001 38.605377 QAM256 30
31 395000000 -6.900002 38.983261 QAM256 31



3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
32 Locked 0 0 0
33 Locked 191 0 0
34 Locked 3138 0 0
35 Locked 25661405 0 0
36 Locked 8417 0 0
37 Locked 3138 0 0
38 Locked 56200347 0 0
8 Locked 5670 0 0
9 Locked 34 0 0
10 Locked 3104 0 0
11 Locked 37787583 0 0
12 Locked 11206 0 0
13 Locked 4639 0 0
14 Locked 34 0 0
15 Locked 5670 0 0
16 Locked 7205 0 0
17 Locked 1569 0 0
18 Locked 283 0 0
19 Locked 5670 0 0
20 Locked 5670 0 0
21 Locked 462 0 0
22 Locked 34 0 0
23 Locked 5670 0 0
24 Locked 11810 0 0
25 Locked 7709 0 0
26 Locked 6174 0 0
27 Locked 13345 0 0
28 Locked 406531 0 0
29 Locked 6528 0 0
30 Locked 8137 0 0
31 Locked 28301691 0 0



3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM1024 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked
-16.1 922319 0


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 43.270599 5120 KSym/sec 32QAM 2
2 25800000 40.270599 5120 KSym/sec 32QAM 6
3 32600000 40.770599 5120 KSym/sec 32QAM 5
4 39400000 41.270599 5120 KSym/sec 32QAM 4
5 46200000 41.770599 5120 KSym/sec 32QAM 3



3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 2 0
2 US_TYPE_STDMA 0 0 2 0
3 US_TYPE_STDMA 0 0 2 0
4 US_TYPE_STDMA 0 0 2 0
5 US_TYPE_STDMA 0 0 2 0


General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
a69834ncxv9873254k;fg87ds



Primary Downstream Service Flow
SFID
716
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow
SFID
715
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort
My Broadband Ping - Home 1gig
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thekaarlo
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Re: Sudden terrible connection Hub 4

Network Log
Time Priority Description
Fri 02/10/2020 17:30:50 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:30:51 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:30:51 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:31:43 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:31:43 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:31:43 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:31:43 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:32:32 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:32:32 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:32:32 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:32:32 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:33:23 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:33:23 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:33:23 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:33:23 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:34:12 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:34:12 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:34:12 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:34:12 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:03 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:03 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:03 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:03 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:56 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:56 3 Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:56 4 T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/10/2020 17:35:56 3 REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:13 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:12:29 5 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;
Fri 02/01/1970 03:52:11 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/01/1970 23:49:46 4 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/01/1970 19:25:14 4 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/01/1970 19:25:14 6 DHCP Renew - lease parameters time server-10.137.103.1;tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 11/10/2020 03:25:45 4 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 12/10/2020 09:32:18 4 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 12/10/2020 09:32:18 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 12/10/2020 10:21:14 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/10/2020 14:11:20 4 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/10/2020 03:27:42 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:13 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:25 6 Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
My Broadband Ping - Home 1gig
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MikeRobbo
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Message 4 of 8
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Helpful Answer

Re: Sudden terrible connection Hub 4

You have quite a lot of Downstream Power Levels that are too low including the DOCSIS 3.1 Channel.

These will need an engineer to put them right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
thekaarlo
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Re: Sudden terrible connection Hub 4

Hi, 

Thanks for the reply. As you advised, I rang Virgin yesterday morning and they said that a fault has been identified and they were sending out an engineer, how long it was going to be, they didn't know. 

So I waited and in the meantime my connection is practically unusable. So I phoned virgin that evening and was basically told that there is an area outage and they don't know what the issue is, where it is and engineers will probably be able to fix the issue between the 22nd and 26th October. 

During a Tier 2 lockdown, this is more than a slight inconvenience to have a practically unusuable 1Gigabyte connection.

I've attached my Broadband Graph to show:

HUB 4 1Gb Broadband Graph 

Jack.

My Broadband Ping - Home 1gig
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Lisa_CC
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Re: Sudden terrible connection Hub 4

Sorry to hear about your broadband issues @thekaarlo and that it's affecting your usage.

 

@MikeRobbo's beady eye is correct as I've found the same downstream power issues when checking your live stats. I've found your details using the information we have on here and have arranged for an engineer visit to take a look. You can find the details via your online account where you can re-arrange it if necessary.

 

Thanks,

 

Lisa

thekaarlo
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Re: Sudden terrible connection Hub 4

Hey, so an update from my engineer visit this morning.

Just wanted to say a massive thank you to you both @MikeRobbo and @Lisa_CC as the engineer arrived first thing this morning and had it all fixed in no time. So even though I'd had great connection when I first had the Hub 4 1Gig installed and unfortunately went bad just over a week ago, the issue, wasn't so bad. However, the engineer went to the cabinet after checking my router, and connection to the house and moved the cabling 'to the top tier'. 

Now I have an even better connection than when I first had it installed and can't thank you enough!

Many thanks for getting this sorted in such a difficult time for everyone right now.

Jack 😄

**EDIT**
My graph will update and show better values as the work was only completed between 8am-10am this morning, so should have some great figures if y'all are interested in that kind of thing.

My Broadband Ping - Home 1gig
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Natalie_L
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Re: Sudden terrible connection Hub 4

Hi thekaarlo, 

 

Thank you very much for the update and kind words.

 

We apologise for the delay but we will ensure Lisa is made aware. 

 

Take care

 

 

Nat
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