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Terrible Hub 4 performance after firmware update

NiknakSi
On our wavelength

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:

Spoiler

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
24190000002.00000038.983261QAM2562
14110000002.00000038.605377QAM2561
34270000002.00000038.605377QAM2563
44350000002.29999938.983261QAM2564
54430000002.29999938.605377QAM2565
64510000002.20000138.605377QAM2566
74590000001.70000138.983261QAM2567
84670000002.20000138.983261QAM2568
94750000002.79999938.983261QAM2569
104830000003.50000038.605377QAM25610
114910000002.79999938.983261QAM25611
124990000002.09999838.605377QAM25612
135070000001.59999838.983261QAM25613
145150000002.29999938.983261QAM25614
155230000003.50000038.605377QAM25615
165310000004.30000338.983261QAM25616
175390000004.00000038.983261QAM25617
185470000003.29999938.605377QAM25618
195550000003.20000138.605377QAM25619
205630000004.19999738.983261QAM25620
215710000005.09999838.605377QAM25621
225790000006.00000038.983261QAM25622
235870000005.69999738.605377QAM25623
245950000005.59999838.605377QAM25624
256030000005.19999738.983261QAM25625
266110000005.19999738.983261QAM25626
276190000005.50000038.605377QAM25627
286270000005.69999738.983261QAM25628
296350000005.69999738.983261QAM25629
306430000005.19999738.983261QAM25630
316510000005.09999838.983261QAM25631

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked404.8374144610

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14310000050.0205995120 KSym/sec64QAM2
22360000049.5205995120 KSym/sec64QAM5
33010000049.5205995120 KSym/sec64QAM4
43660000049.5205995120 KSym/sec64QAM3
54960000049.5205995120 KSym/sec64QAM1

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.044.22KQAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

 

1 ACCEPTED SOLUTION

Accepted Solutions

NiknakSi
On our wavelength

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!

See where this Helpful Answer was posted

59 REPLIES 59

legacy1
Alessandro Volta
Just another VM pushing out firmware thats not been tested that well...VM will one day push out a firmware that brick the hub.

Is it any better with the hub in modem mode?
---------------------------------------------------------------

NiknakSi
On our wavelength

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.

legacy1
Alessandro Volta

I see so they have crippled both modes or just modem mode! or test modem mode without a router?

---------------------------------------------------------------

carl_pearce
Community elder

Your upstream power levels are a touch high, which could be contributing to an unstable line.

NiknakSi
On our wavelength

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!

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 😞 

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:

  1. Disconnect your router/firewall from the Hub
  2. Reset the Hub (press reset button for ~20s)
  3. Hub will reboot, then flash blue a few times, then pulse green a few times, then reboot again
  4. Connect over wifi (less hassle for me than a cable), check speed, switch back to modem mode
  5. Hub starts to reboot, so while it's doing that connect router/firewall back to the Hub

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. 

Zoomeh
Joining in

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...