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sudden drop in speed - network logs attached

sp76
Joining in

can someone take a look at the network logs from my hub5 to see if it's showing any issues?
I'm on the 1GBps plan, and up until yesterday i've been getting exactly what i should (actually slightly over).

today (and late yesterday) i'm getting anywhere between 15Mbps and 40Mbps.

I've ran CLI speedtests from my opnsense router (connecting using 2.5Gbps to the VM hub), which shows and confirms the sudden drop

VM service status reports "no issues".

sp76_0-1697103102340.png

Item Status TypeChannel Overview Downstream Upstream

Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels315
DOCSIS 3.1 channels11

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000239QAM 25625
21390000002.30QAM 2561
31470000002.30QAM 2562
41550000002.20QAM 2563
5163000000232QAM 2564
6171000000230QAM 2565
71790000001.934QAM 2566
81870000001.80QAM 2567
91950000001.939QAM 2568
102030000001.839QAM 2569
112110000002.137QAM 25610
12219000000236QAM 25611
13227000000235QAM 25612
142350000001.838QAM 25613
152430000001.739QAM 25614
162510000001.640QAM 25615
172590000001.939QAM 25616
182670000002.138QAM 25617
192750000002.140QAM 25618
202830000002.138QAM 25619
212910000002.240QAM 25620
222990000002.240QAM 25621
233070000002.339QAM 25622
243150000002.139QAM 25623
253230000002.140QAM 25624
263390000002.139QAM 25626
273470000002.140QAM 25627
28355000000240QAM 25628
293630000001.640QAM 25629
303710000001.139QAM 25630
313790000000.939QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked394090627761
2Locked02162662787143248447
3Locked0185209225568087318
4Locked0179637649153012078
5Locked322234418503110696777
6Locked301143748978461108873
7Locked34394058920628018275
8Locked011005116593627901
9Locked3936249778245711
10Locked394559548663624
11Locked371011084098112333
12Locked3696479931484837
13Locked351626125806105954
14Locked3828422088474904
15Locked391376445781145
16Locked40363239185317
17Locked39255407347700
18Locked38330560854095
19Locked40180787952079
20Locked382478370149313
21Locked402560424218739
22Locked402784256204833
23Locked394989223102023
24Locked39114360310300
25Locked406576237642
26Locked3918417527282
27Locked401630247208
28Locked401370866727
29Locked403968557072
30Locked395934926360
31Locked399876006814

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked401.047812344715
My Broadband Ping - Virgin
6 REPLIES 6

sp76
Joining in

no-one?

My Broadband Ping - Virgin

Client62
Legend

Hub Signal Level Checks

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  


sp76
Joining in

so i should report as a fault?

My Broadband Ping - Virgin

Hi @sp76 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies in the delay in responding and the issues that you are having with your Hub. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

sp76
Joining in

just an update on this.
the issue remains, the hubs logs show high noise and increasing postRS errors.
rebooting the hub temporarily brings speeds back to normal but then gradually the speed drops as the postRS errors increase.

Sabrina_B seems to be unwilling to log an engineer visit until the hub is put into router mode to do "checks", which is irrelevant as the hub5 in modem mode clearly shows the issues in the network logs.

the online fault checker even admits it looks like there is a fault, and says to wait 24 hours, try again, and if still an issue it will assist in booking a technician - however after 24 hours it now says to wait zero hours and it will help

sp76_0-1697533810418.png

 

My Broadband Ping - Virgin

sp76
Joining in

just spoke to online chat, who checked and confirmed the fault (without any need to put the hub back into router mode),and booked a technician for Thursday.

beggars belief that the virgin staff on here were unable to do such a simple thing.

My Broadband Ping - Virgin