Terrible Hub 4 performance after firmware update

[NiknakSi]

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

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

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

159

Locked

40

4.8

37414461

0

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

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

3.1 Upstream channels

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

6

10.0

44.2

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[walderston]

The issue the majority of people on here and Reddit have been using LAGG with the Hub 4 to get speeds over 1000.  Since the firmware update, it’s broken/removed so we are limited to Gig ethernet speeds of ~940. 

We are out of speed and cost of the additional hardware we purchased. 

No idea your issue @silentNight but it’s not the same that we have. Maybe create your own thread? 

The only solution to our issue is

- revert to old firmware

- VM to issue new firmware which supports it again (LAGG

- upgrade to Hub5 which has a 2.5GB port

[Silentnight]

Can you read the title and OP's original post back to me please carefully?

Now since my problem is poor speed since the update, kindly inform me where I'm confused?

You may unfortunately find a wall there you stumble into.

[Lisa_CC]

Hello,

A gentle reminder to keep replies polite, respectful and relevant as otherwise we may start deleting posts/locking this thread.

Thanks,

Lisa

[Silentnight]

As the posters are perhaps bickering/translating what this post is actually referring to (perhaps the title & original post needs editing accordingly if the issue isn't in fact as read), may I enquire Lisa if you (or someone else at Virgin) could in fact clarify what's going forward to investigate performance issues after the update?

Or confirm this infamous "LAGG" feature has indeed been removed from the VM 4 hub forever.

I think either of those would solve any potential bickering/confusion rather efficiently, no? Locking this thread will just result in another being created by someone else for the same problems I'm sure.

[Adduxi]

There already is a thread for the LAGG issue started by @Timwilky 

Re: firmware update has broken hub 4 - Virgin Media Community - 5262180

Perhaps it might be better if LAGG was discussed on that, rather than mix up this one.

[Silentnight]

Excellent,

that will definitely help walderston & co, thank you.

[Rankrotten]

Removing the LAGG bonding on the Hub4 was the final straw. Moved to CityFibre and enjoying symmetrical 1 gig and a router with 2.5G port for future compatibility.

[IllLustration]

I can confirm that LAG is not a precondition for the problem.

But, it is plainly related by the coincidence of a firmware update. I.e., by virtue of the update, both the speeds tanked and LAG broke.

For myself, my speeds are restored--superior, in fact, at about 953 Mb/s. But LAG is gone, so nothing like the 1100+ Mb/s that it was. Area 15.

Anyone tried LACP/802.3AD?

[lojelo5]

I've been having the same problem since that software update, I have changed absolutely nothing on my PC but since that update download speeds have been up and down like a yoyo.

https://community.virginmedia.com/t5/Speed/1gb-download-speed-all-over-the-place/td-p/5267278

[NiknakSi]

---

@IllLustration wrote:
Anyone tried LACP/802.3AD?

---

I've tried it now and can confirm LACP does not work, no IP transit. My Hub 4 updated itself again last night and this morning the reset/downgrade process no longer works for me. Now stuck at 940Mbps down using a single active LAGG member (first world problems, right?).

I've been on the fence about ordering FTTP but this has sealed the deal now, especially given 1200/120 and 1800/120 tiers are only a few months away with Openreach. 23 years using cable Internet, since the first 64Kbps package from NTL back in 2000. End of an era for me.

Good luck everyone!