Unstable broadband connection

[DeltaVee595]

I have had years of totally reliable connection with Virgin Media until about 3-4 weeks ago. Since then I have been experiencing 'reliably unreliable' connection, with reduced bandwidth and dropouts tending to occur morning and evening. 

A VM engineer visited (excellent service!), replaced my old hub with a nice new Hub5, but this has not made any difference. 

BQM shows latency spikes matching the periods of dropped connection (see attached files). Ookla indicates my bandwidth is going from 368Mbps/ 18ms ping /30ms jitter to 6Mbps / 160ms ping /1184ms jitter in the space of a few mins. 

I've tried a factory reset on the hub, tried the hub in modem mode and confirmed that the problem persists across ethernet and WiFi. I mostly use ethernet so this is not a WiFI problem. 

I would welcome any assistance or advice about resolving this. 

[jbrennand]

Your images have been rejected - probably showing your ip address.  So can you do it again with those blacked out - or do it as below.

Also can you post the rest of the Hub data - as per below.

__________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[DeltaVee595]

BQM images reposted:

[DeltaVee595]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	-1.9	41	QAM 256	25
2	147000000	-2.1	40	QAM 256	2
3	155000000	-2	40	QAM 256	3
4	163000000	-1.8	40	QAM 256	4
5	171000000	-1.6	40	QAM 256	5
6	179000000	-1.6	40	QAM 256	6
7	187000000	-1.6	40	QAM 256	7
8	195000000	-1.4	40	QAM 256	8
9	203000000	-1.5	40	QAM 256	9
10	211000000	-1.2	41	QAM 256	10
11	219000000	-1.4	40	QAM 256	11
12	227000000	-1.8	40	QAM 256	12
13	235000000	-1.9	40	QAM 256	13
14	243000000	-2	40	QAM 256	14
15	251000000	-2.1	40	QAM 256	15
16	259000000	-1.8	41	QAM 256	16
17	267000000	-1.8	40	QAM 256	17
18	275000000	-2	41	QAM 256	18
19	283000000	-2	41	QAM 256	19
20	291000000	-2.3	40	QAM 256	20
21	299000000	-2.3	40	QAM 256	21
22	307000000	-2.2	40	QAM 256	22
23	315000000	-2.1	40	QAM 256	23
24	323000000	-2	40	QAM 256	24
25	339000000	-1.7	41	QAM 256	26
26	347000000	-1.6	41	QAM 256	27
27	355000000	-1.6	41	QAM 256	28
28	363000000	-1.3	41	QAM 256	29
29	371000000	-1.4	41	QAM 256	30
30	379000000	-1.4	41	QAM 256	31
31	387000000	-1.5	41	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	937308	58753
2	Locked	40	8097761	7050783
3	Locked	40	8041880	5242898
4	Locked	40	14042253	12692733
5	Locked	40	7932797	13018428
6	Locked	40	5689490	9734948
7	Locked	40	11519139	14523340
8	Locked	40	2726645	743261
9	Locked	40	1561419	304476
10	Locked	41	1697857	465670
11	Locked	40	2030453	611855
12	Locked	40	1845234	324805
13	Locked	40	1861620	318106
14	Locked	40	1859031	464521
15	Locked	40	1697405	423109
16	Locked	41	1630144	333401
17	Locked	40	1965933	424185
18	Locked	41	2348416	530848
19	Locked	41	3770355	851290
20	Locked	40	3951959	967653
21	Locked	40	4263714	999799
22	Locked	40	3339523	904610
23	Locked	40	1974514	264774
24	Locked	40	1028793	64198
25	Locked	41	904136	59464
26	Locked	41	856877	59875
27	Locked	41	679263	35243
28	Locked	41	619853	23949
29	Locked	41	595737	24428
30	Locked	41	616306	28907
31	Locked	41	846172	49991

3.1 Downstream channels

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

41

-1.9

3723809170

257001

[DeltaVee595]

3.0 Upstream channels

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

0	49600000	46.3	5120	QAM 64	1
1	43100000	46	5120	QAM 64	2
2	36600000	46.3	5120	QAM 64	3
3	30100000	46	5120	QAM 64	4
4	23600000	45.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	36	0

3.1 Upstream channels

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

6

11

41.5

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

220

74000000

0

0

Network Log

     

		GUI Login Status - Login Success from LAN interface
23-04-2024 06:00:50	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2024 04:57:01	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 18:11:10	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 18:00:11	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:55:40	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:51:04	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:45:41	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 17:11:38	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:57:57	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:48:56	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:42:08	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:07:04	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:04:55	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:04:54	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 6 7 8 9 13 15 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 16:04:46	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:58:29	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:53:25	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:52:25	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:31:52	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 15:29:39	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:49:22	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:47:26	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:11:10	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:09:14	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:00:48	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:57:56	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:52:18	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:50:03	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:36:33	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:34:14	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:18:25	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 6 7 8 9 13 15 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 13:18:12	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-04-2024 15:51:35	notice	GUI Login Status - Login Success from LAN interface
17-04-2024 15:51:09	notice	GUI Login Status - Login Fail from LAN interface
17-04-2024 15:44:51	notice	GUI Login Status - Login Success from LAN interface
17-04-2024 15:43:35	notice	GUI Login Status - Login Success from LAN interface

[fizz]

looking at all your pre and post rs errors that hub needs a reboot. Power it down and restart it.. I would also then recommend reposting the stats for other more knowledgeable people to look at. 🙂

[DeltaVee595]

Thanks. I've tried several reboots and a factory reset but I'm happy to try it again. 

[fizz]

ah when was the last reboot because if the errors are for say a couple of days then you do have a problem!

[DeltaVee595]

Last reboot was 5 days ago. I've rebooted now and can see the error Pre and Post RS error counts are all zeroed. All other data looks similar to earlier.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	-1.8	41	QAM 256	25
2	139000000	-1.7	40	QAM 256	1
3	147000000	-2	40	QAM 256	2
4	155000000	-2	40	QAM 256	3
5	163000000	-1.7	40	QAM 256	4
6	171000000	-1.6	40	QAM 256	5
7	179000000	-1.6	40	QAM 256	6
8	187000000	-1.6	41	QAM 256	7
9	195000000	-1.4	41	QAM 256	8
10	203000000	-1.4	40	QAM 256	9
11	211000000	-1.2	41	QAM 256	10
12	219000000	-1.3	40	QAM 256	11
13	227000000	-1.7	40	QAM 256	12
14	235000000	-1.8	40	QAM 256	13
15	243000000	-2	40	QAM 256	14
16	251000000	-2	40	QAM 256	15
17	259000000	-1.8	41	QAM 256	16
18	267000000	-1.7	41	QAM 256	17
19	275000000	-1.9	41	QAM 256	18
20	283000000	-2	41	QAM 256	19
21	291000000	-2.2	41	QAM 256	20
22	299000000	-2.2	40	QAM 256	21
23	307000000	-2.1	40	QAM 256	22
24	315000000	-2	40	QAM 256	23
25	323000000	-1.9	40	QAM 256	24
26	339000000	-1.7	41	QAM 256	26
27	347000000	-1.6	41	QAM 256	27
28	355000000	-1.5	41	QAM 256	28
29	363000000	-1.2	41	QAM 256	29
30	371000000	-1.3	41	QAM 256	30
31	379000000	-1.4	41	QAM 256	31

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	40	0	0
11	Locked	41	0	0
12	Locked	40	0	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

3.1 Downstream channels

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

41

-1.9

8992356

0

[DeltaVee595]

I can confirm the reboot has had no impact on the issue. Still getting drop outs.