Virgin Media Community

[ksim]

since today morning I have around 50% packet loss to anywhere after VM hub. Phone support is absolutely useless, they said they will send a "magic" message to my hub to fix this, and it takes 4 hours, and there is nothing else that can be done for me. Can anyone recommend the best approach to solve the issue? Is there a secret line?

[Client62]

When it has worked the magic message turns the hub into a white rabbit.

If your Hub is in Router mode try : https://www.samknows.com/realspeed/    - be sure to click on Run full test to show packet loss.

[ksim]

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@Client62 wrote:

When it has worked the magic message turns the hub into a white rabbit.

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Thank you for the hint, locked the server cabinet, won't escape now.

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@Client62 wrote:

If your Hub is in Router mode try : https://www.samknows.com/realspeed/    - be sure to click on Run full test to show packet loss.

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Doesn't seem working for me

[Client62]

The image is still to be released.

The Realspeed only test works for Hubs (3/4/5) in Router mode.

Hubs in Modem mode can not perform this test.

[ksim]

Oh, yes, I am in the modem mode.

[Adduxi]

The Samknows Realspeed client is inbuilt to the Hub's firmware and it only works in Router mode.

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[ksim]

tried in router mode (laptop directly connected to the hub 4), and still the same.

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[ksim]

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
48 739000000 -0.6 37.6 QAM256 48
20 515000000 3.8 39 QAM256 20
18 499000000 3.9 38.6 QAM256 18
19 507000000 3.7 39 QAM256 19
21 523000000 3.8 39 QAM256 21
22 531000000 3.8 38.6 QAM256 22
23 539000000 3.5 39 QAM256 23
24 547000000 3.6 38.6 QAM256 24
25 555000000 3.4 39 QAM256 25
26 563000000 3.5 38.6 QAM256 26
27 571000000 3.8 39 QAM256 27
28 579000000 3.5 39 QAM256 28
29 587000000 3.4 38.6 QAM256 29
30 595000000 3.3 39 QAM256 30
31 603000000 3.4 39 QAM256 31
32 611000000 3 38.6 QAM256 32
33 619000000 2.7 39 QAM256 33
34 627000000 2.5 38.6 QAM256 34
35 635000000 2.3 39 QAM256 35
36 643000000 2.1 38.6 QAM256 36
37 651000000 1.8 39 QAM256 37
38 659000000 1.6 39 QAM256 38
39 667000000 1.5 38.6 QAM256 39
40 675000000 1.4 38.6 QAM256 40
41 683000000 1.2 39 QAM256 41
42 691000000 1 38.6 QAM256 42
43 699000000 0.6 38.6 QAM256 43
44 707000000 0.4 38.6 QAM256 44
45 715000000 0.3 39 QAM256 45
46 723000000 -0.1 37.6 QAM256 46
47 731000000 -0.4 37.6 QAM256 47


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
48 Locked 37.636276 12 0
20 Locked 38.983261 1 0
18 Locked 38.605377 1 0
19 Locked 38.983261 0 0
21 Locked 38.983261 0 0
22 Locked 38.605377 0 0
23 Locked 38.983261 2 0
24 Locked 38.605377 1 0
25 Locked 38.983261 2 0
26 Locked 38.605377 3 0
27 Locked 38.983261 2 0
28 Locked 38.983261 2 0
29 Locked 38.605377 3 0
30 Locked 38.983261 1 0
31 Locked 38.983261 4 0
32 Locked 38.605377 3 0
33 Locked 38.983261 3 0
34 Locked 38.605377 5 0
35 Locked 38.983261 6 0
36 Locked 38.605377 4 0
37 Locked 38.983261 4 0
38 Locked 38.983261 4 0
39 Locked 38.605377 3 0
40 Locked 38.605377 6 0
41 Locked 38.983261 6 0
42 Locked 38.605377 7 0
43 Locked 38.605377 7 0
44 Locked 38.605377 9 0
45 Locked 38.983261 8 0
46 Locked 37.636276 5 0
47 Locked 37.636276 7 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
49 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
49 Locked 39 -2 31491519 0

[ksim]

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 34.5 5120 KSym/sec 64QAM 2
2 49600000 35.5 5120 KSym/sec 64QAM 1
3 23600000 32.5 5120 KSym/sec 64QAM 5
4 36600000 33.8 5120 KSym/sec 64QAM 3
5 30100000 33 5120 KSym/sec 64QAM 4


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


3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.8 31.8 2K QAM8


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 220 53.4 1 0

[ksim]

Thu 01/01/1970 00:01:22 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 01:00:01 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 26/01/2023 01:17:17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 05:11:43 3 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;
Thu 26/01/2023 05:15:44 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 08:58:26 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 26/01/2023 09:14:00 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 09:46:47 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 00:01:22 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 09:53:19 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;