Issues with connection m500 hub 5

[actxn]

Hi 

I have been having intermittent internet issues for the past 2-3 months at this point. in that time I have had 3 engineers out who seem to have tried everything on my local network such as adding an attenuator, replacing router, replacing coax cable, removing tv splitter etc. but of course with no luck. I am fairly certain the issue is beyond my network but i dont know how id go about getting that resolved as technicians are no longer useful and i dont know who to contact next. 

I have also tried using an ethernet cable and the issues still continue, furthermore indicating that it is not really a problem with our equipment in the house. 

When checking on Virgins site i dont believe there to be an issue in my area, and as ive said its been ongoing for months at this point so any area issue should have been resolved by now. 

I thought it might have been due to peak times during the day, but i have ran a broadband quality monitor test and the packet loss persists all throughout the night which can be seen below.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/33084c62bca2bc5f5889f4e366c60a86168bdf0e

 Last night i also ran a PingPlotter from 9pm until 4am and you can see the packets are lost from hop 2-9 but im not the best at understanding this graph but i hope its useful. 

I hope someone can help, as this issue has been ongoing for so long that its really draining at this point. and the fact that we are paying £50+ a month and the internet has been horrifically unstable. 

[Client62]

What business application you are using and how does the stability problem present ?

How is the Hub 5 configured ( Router or Modem mode ) & what other network kit is involved

Are you using or avoiding the 2.5Gb/s port of the Hub 5 ?

Are the Hub Upstream / Downstream connection figures within accepted norms ? 

[actxn]

"What business application you are using and how does the stability problem present ?" sorry, dont really understand what you mean by this. 

The hub 5 is in router mode as its just a standard home network, no other kit is being used. 

when tested with ethernet, i used the 2.5gb/s port.

upstream

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

0	49600000	47.3	5120	QAM 64	1
1	43100000	46.3	5120	QAM 64	2
2	36600000	46	5120	QAM 64	3
3	30100000	45.8	5120	QAM 64	4
4	23600000	45.5	5120	QAM 64	5

downstream

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

1	306000000	6.2	41	QAM 256	22
2	138000000	7.5	41	QAM 256	1
3	146000000	7.1	41	QAM 256	2
4	154000000	7.2	41	QAM 256	3
5	162000000	6.9	41	QAM 256	4
6	170000000	7	41	QAM 256	5
7	178000000	6.9	41	QAM 256	6
8	186000000	7	41	QAM 256	7
9	194000000	6.9	41	QAM 256	8
10	202000000	6.7	41	QAM 256	9
11	210000000	6.6	41	QAM 256	10
12	218000000	6.4	41	QAM 256	11
13	226000000	6.2	41	QAM 256	12
14	234000000	5.8	41	QAM 256	13
15	242000000	5.7	41	QAM 256	14
16	250000000	5.5	41	QAM 256	15
17	258000000	5.8	41	QAM 256	16
18	266000000	5.8	41	QAM 256	17
19	274000000	6.2	41	QAM 256	18
20	282000000	6.1	41	QAM 256	19
21	290000000	6.5	41	QAM 256	20
22	298000000	6.6	41	QAM 256	21
23	314000000	6.2	41	QAM 256	23
24	322000000	5.7	41	QAM 256	24
25	330000000	5.3	41	QAM 256	25
26	338000000	4.8	41	QAM 256	26
27	346000000	4.7	41	QAM 256	27
28	354000000	4.4	41	QAM 256	28
29	362000000	4.6	41	QAM 256	29
30	370000000	5	41	QAM 256	30
31	378000000	5.1	41	QAM 256	31
32	386000000	5.8	41	QAM 256	32

[Tudor]

You are missing all the error count tables from those stats and the full log.

[actxn]

Sorry, is that what you mean when you say error count tables?

and when you say 'full log' is that 'network log' if so the logs only go back the past 2 hours and my internet has been fine for the past 2 hours so not sure if thats useful. 

3.0 Downstream channels

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

1	Locked	41	2251563	0
2	Locked	41	2472455	34
3	Locked	41	2493930	70
4	Locked	41	2639556	43
5	Locked	41	2675720	64
6	Locked	41	2604016	51
7	Locked	41	2232076	48
8	Locked	41	2035331	38
9	Locked	41	1861780	29
10	Locked	41	1795267	60
11	Locked	41	1603651	33
12	Locked	41	1591410	36
13	Locked	41	1483681	35
14	Locked	41	1737920	46
15	Locked	41	1999981	49
16	Locked	41	2361565	49
17	Locked	41	2654511	45
18	Locked	41	2849208	40
19	Locked	41	2813546	65
20	Locked	41	2881082	60
21	Locked	41	2279786	44
22	Locked	41	2065315	62
23	Locked	41	2526903	51
24	Locked	41	3110603	49
25	Locked	41	3823273	35
26	Locked	41	4306758	54
27	Locked	41	4828331	49
28	Locked	41	5447277	49
29	Locked	41	5788936	53
30	Locked	41	4466387	40
31	Locked	41	2981773	63
32	Locked	41	1577201	48

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	9	0
1	ATDMA	0	0	6	1
2	ATDMA	0	0	7	1
3	ATDMA	0	0	5	0
4	ATDMA	0	0	11	0

7-04-2024 14:08:45	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:05:10	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:03:04	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; 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;
07-04-2024 14:01:12	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
07-04-2024 14:01:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:01:05	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:01:01	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:18:07	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 13:17:41	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:17:08	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 13:16:41	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:16:10	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 13:15:47	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:15:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 13:15:33	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:47:20	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 12:47:05	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:45:13	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 12:44:53	notice	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; 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;
07-04-2024 12:44:37	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:44:34	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
07-04-2024 12:44:20	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 12:44:11	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:43:47	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 12:43:37	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
07-04-2024 12:42:59	notice	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; 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;
07-04-2024 12:42:59	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:42:59	notice	CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; 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;
07-04-2024 12:42:35	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
07-04-2024 12:42:13	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:42:07	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
07-04-2024 12:42:01	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Client62]

Business application such as Online Banking /  Zoom Video call / streaming Netflix etc...
And what happens or fails to happen ?

Given recent Hub 5 firmware issues - it might be safer to avoid using the 2.5Gb/s port & retest via a 1GB/s port.

[actxn]

the internet will drop no matter what application is in use if any. Peoples voices will lag on Discord,I will get disconnected from discord servers eventually, pages fail to load e.g. reddit. But as i say, no one could use the internet and it would still drop if we traced it. I can try another port but the wifi is bad too.

[Vikki_M]

Hi actxn

Thank you for your post and welcome to our community.

I'm sorry to hear about the service issues you're having and that its been ongoing now for some time 😞

I've taken a look at things from our side and can see there has been multiple disconnections registered over the past week.

I may need to arrange another engineer visit for you.

If you're happy for me to do so, please respond to my direct message and we'll take from there.

Please look out for the envelope in the top right of the page and pop back to me when you can.