18-02-2023 20:14 - edited 18-02-2023 20:43
I started noticing some issues on Teams calls this week and the ping trace from TPB had started looking pretty hopeless as well. Hoping it would solve itself I ignored it. Then I noticed the LED on the modem had turned green where it was once white. A quick search online and obviously that's the result of new firmware. The odd thing is my latency issue started exactly at the point the firmware was updated on the 15th (as noted in the Hub's log), and I have the pfSense quality logs to back that up too.
Today I realised something was still wrong when I had some awful speeds trying to download files. A few Speedtests confirmed around 30-40Mbps in each direction at best. I'm on Gig1 and almost always have a solid 1140/50Mbps as tested by Speedtest, just about any time of day. My tests so far have been in the evening which I know isn't ideal conditions, but even so - that isn't right.
I've rebooted the Hub and that's made no difference, and although the VM service status initially says "all ok chief", if I go into the test process it does then say there could be intermittent signal issues in my area. A check via the phone number says no issues. I'll also do some more tests tomorrow during off-peak hours to see if anything changes.
Just wondering if anyone else has had performance issues after the firmware update? At a glance there seem to be some other similar posts recently. Unless this is more likely a genuine local issue that just happened to coincide with the update 🤔
Signal levels below:
2 | 419000000 | 2.000000 | 38.983261 | QAM256 | 2 |
1 | 411000000 | 2.000000 | 38.605377 | QAM256 | 1 |
3 | 427000000 | 2.000000 | 38.605377 | QAM256 | 3 |
4 | 435000000 | 2.299999 | 38.983261 | QAM256 | 4 |
5 | 443000000 | 2.299999 | 38.605377 | QAM256 | 5 |
6 | 451000000 | 2.200001 | 38.605377 | QAM256 | 6 |
7 | 459000000 | 1.700001 | 38.983261 | QAM256 | 7 |
8 | 467000000 | 2.200001 | 38.983261 | QAM256 | 8 |
9 | 475000000 | 2.799999 | 38.983261 | QAM256 | 9 |
10 | 483000000 | 3.500000 | 38.605377 | QAM256 | 10 |
11 | 491000000 | 2.799999 | 38.983261 | QAM256 | 11 |
12 | 499000000 | 2.099998 | 38.605377 | QAM256 | 12 |
13 | 507000000 | 1.599998 | 38.983261 | QAM256 | 13 |
14 | 515000000 | 2.299999 | 38.983261 | QAM256 | 14 |
15 | 523000000 | 3.500000 | 38.605377 | QAM256 | 15 |
16 | 531000000 | 4.300003 | 38.983261 | QAM256 | 16 |
17 | 539000000 | 4.000000 | 38.983261 | QAM256 | 17 |
18 | 547000000 | 3.299999 | 38.605377 | QAM256 | 18 |
19 | 555000000 | 3.200001 | 38.605377 | QAM256 | 19 |
20 | 563000000 | 4.199997 | 38.983261 | QAM256 | 20 |
21 | 571000000 | 5.099998 | 38.605377 | QAM256 | 21 |
22 | 579000000 | 6.000000 | 38.983261 | QAM256 | 22 |
23 | 587000000 | 5.699997 | 38.605377 | QAM256 | 23 |
24 | 595000000 | 5.599998 | 38.605377 | QAM256 | 24 |
25 | 603000000 | 5.199997 | 38.983261 | QAM256 | 25 |
26 | 611000000 | 5.199997 | 38.983261 | QAM256 | 26 |
27 | 619000000 | 5.500000 | 38.605377 | QAM256 | 27 |
28 | 627000000 | 5.699997 | 38.983261 | QAM256 | 28 |
29 | 635000000 | 5.699997 | 38.983261 | QAM256 | 29 |
30 | 643000000 | 5.199997 | 38.983261 | QAM256 | 30 |
31 | 651000000 | 5.099998 | 38.983261 | QAM256 | 31 |
159 | 96 | 4K | 1840 | QAM4096 | 759 |
159 | Locked | 40 | 4.8 | 37414461 | 0 |
1 | 43100000 | 50.020599 | 5120 KSym/sec | 64QAM | 2 |
2 | 23600000 | 49.520599 | 5120 KSym/sec | 64QAM | 5 |
3 | 30100000 | 49.520599 | 5120 KSym/sec | 64QAM | 4 |
4 | 36600000 | 49.520599 | 5120 KSym/sec | 64QAM | 3 |
5 | 49600000 | 49.520599 | 5120 KSym/sec | 64QAM | 1 |
6 | 10.0 | 44.2 | 2K | QAM128 |
6 | OFDMA | 200 | 53.9 | 0 | 0 |
Answered! Go to Answer
on 19-02-2023 17:42
Good news everyone! This is now a fixable problem. Thanks to someone else experiencing the same issue responding to the same post I made in r/virginmedia, all you need to do if you're having this problem is reset the modem and it should pick up a software update and revert back to the previous working behaviour. I'm not sure if it's actually the previous software version (I didn't record that) but it should update to 01.02.065.21.EURO.PC20. During the first boot after resetting the light pulsed green (software update I believe) then rebooted again, and now all is well. The network logs confirm the software download and init.
Original solution post: https://www.reddit.com/r/VirginMedia/comments/115n4x2/hub_4_in_modem_mode_terrible_performance_after...
Hope that helps!
on 19-02-2023 02:46
on 19-02-2023 09:52
Oops, I should've made it clearer that I already use the Hub in modem mode, sorry about that. It was in the title until I shortened it.
19-02-2023 13:44 - edited 19-02-2023 13:45
I see so they have crippled both modes or just modem mode! or test modem mode without a router?
on 19-02-2023 14:03
Your upstream power levels are a touch high, which could be contributing to an unstable line.
on 19-02-2023 17:42
Good news everyone! This is now a fixable problem. Thanks to someone else experiencing the same issue responding to the same post I made in r/virginmedia, all you need to do if you're having this problem is reset the modem and it should pick up a software update and revert back to the previous working behaviour. I'm not sure if it's actually the previous software version (I didn't record that) but it should update to 01.02.065.21.EURO.PC20. During the first boot after resetting the light pulsed green (software update I believe) then rebooted again, and now all is well. The network logs confirm the software download and init.
Original solution post: https://www.reddit.com/r/VirginMedia/comments/115n4x2/hub_4_in_modem_mode_terrible_performance_after...
Hope that helps!
on 21-02-2023 07:30
Mines updated again during the night and my speeds are slow. Change it to router mode and it’s back to full speeds.
why can’t VM just leave it alone 😞
on 21-02-2023 08:46
Exactly the same here and for others over on Reddit. The reset process still works so I'm back to normal speed again at the moment. But for how long will this workaround do the trick?! What is going on Virgin Media?? Could someone on the team at last acknowledge the issue please?
Working software version: 01.02.065.21.EURO.PC20
Broken software version: AR01.04.055.06.07_040722_7245.PC20.10.LG.X1
Hardware version: 11
The failure occurs at this point in the logs:
Tue Feb 21 | 6 | SW download Successful - Via NMS |
Tue Feb 21 | 6 | SW Download INIT - Via NMS |
For now if you have this issue you can do the following to get the modem to download the working software version:
on 21-02-2023 09:05
I did that last night and VM seem to have pushed the update again in the early hours. We shouldn’t have to be doing this. Especially not daily which it seems like we’ll need to do.
on 21-02-2023 12:03
Same issue here since last night with Hub4 in modem mode on Gig1 package when i received this update. (Area 31)
Unfortunately for me the "fix" of resetting the hub and switching back to modem mode hasn't switched me back to the older firmware so i'm stuck with 40Mbit down and 20Mbit up until Virgin acknowledge there's an issue...