intermittent disconnection problem

[T0rNaDo69]

hi all. so i keep getting a intermittent disconnection on my hub4

happens now and then and since when virginmedia and cloudfare went off the other week.

all details from hub posted below, hopefully its an easy fix ? thanks all

[lotharmat]

Can you post them as text as the images haven't come through yet!

[T0rNaDo69]

3.0 Downstream channels

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

22	307000000	-1.6	38.6	QAM256	22
1	139000000	-4.5	36.4	QAM256	1
2	147000000	-4.3	36.4	QAM256	2
3	155000000	-4.1	36.4	QAM256	3
4	163000000	-3.8	36.4	QAM256	4
5	171000000	-3.9	36.6	QAM256	5
6	179000000	-3.6	36.6	QAM256	6
7	187000000	-3.7	36.6	QAM256	7
8	195000000	-3.1	37.6	QAM256	8
9	203000000	-3.4	36.4	QAM256	9
10	211000000	-3.1	37.4	QAM256	10
11	219000000	-3.2	36.6	QAM256	11
12	227000000	-3	37.4	QAM256	12
13	235000000	-3	37.4	QAM256	13
14	243000000	-2.8	37.6	QAM256	14
15	251000000	-3.1	37.4	QAM256	15
16	259000000	-2.6	37.6	QAM256	16
17	267000000	-1.6	37.6	QAM256	17
18	275000000	-1	37.4	QAM256	18
19	283000000	-1.3	38.6	QAM256	19
20	291000000	-1.3	37.6	QAM256	20
21	299000000	-1.7	38.6	QAM256	21
23	315000000	-1.3	38.6	QAM256	23
24	323000000	-1	38.6	QAM256	24
25	331000000	-1.7	38.6	QAM256	25
26	339000000	-1.9	38.6	QAM256	26
27	347000000	-1.7	38.6	QAM256	27
28	355000000	-1.8	38.6	QAM256	28
29	363000000	-2	38.6	QAM256	29
30	371000000	-1.9	38.6	QAM256	30
31	379000000	-1.4	39	QAM256	31

3.0 Downstream channels

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

22	Locked	38.605377	0	0
1	Locked	36.386890	0	0
2	Locked	36.386890	0	0
3	Locked	36.386890	0	0
4	Locked	36.386890	0	0
5	Locked	36.609653	0	0
6	Locked	36.609653	0	0
7	Locked	36.609653	0	0
8	Locked	37.636276	0	0
9	Locked	36.386890	0	0
10	Locked	37.355988	0	0
11	Locked	36.609653	0	0
12	Locked	37.355988	0	0
13	Locked	37.355988	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	37.636276	0	0
18	Locked	37.355988	0	0
19	Locked	38.605377	0	0
20	Locked	37.636276	0	0
21	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

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

42

-0.2

273787510

12016

[T0rNaDo69]

3.0 Upstream channels

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

1

0

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

0

0

3.1 Upstream channels

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

6

10.0

49.0

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

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	yewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFID	32028
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	32027
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[T0rNaDo69]

Network Log

Time Priority Description

Sun 16/04/2023 14:15:45	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sun 16/04/2023 14:15:43	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/04/2023 10:20:21	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sun 16/04/2023 09:12:43	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/04/2023 08:15:46	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Sun 16/04/2023 08:15:43	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/04/2023 04:24:04	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sun 16/04/2023 04:22:05	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/04/2023 02:17:22	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Sun 16/04/2023 02:17:18	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 22:57:30	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 22:57:28	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 22:53:56	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 22:53:39	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 22:53:22	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 5; 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;
Sat 15/04/2023 22:53:17	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 22:51:49	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 22:51:37	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 22:49:58	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 22:49:40	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 16:24:25	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 16:24:22	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 16:22:48	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 16:22:28	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 16:16:52	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 16:16:31	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 16:15:59	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Sat 15/04/2023 16:15:49	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 14:58:49	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 14:53:50	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 14:39:57	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 14:39:53	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 14:39:37	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Sat 15/04/2023 14:39:36	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 13:53:49	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 13:49:38	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 11:30:59	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 10:32:51	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023 08:15:51	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Sat 15/04/2023 08:15:44	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023 23:23:24	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Fri 14/04/2023 23:22:57	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023 23:12:33	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Fri 14/04/2023 23:12:32	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023 23:04:25	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Fri 14/04/2023 23:04:16	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023 22:26:31	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; 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;
Fri 14/04/2023 22:26:01	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023 22:17:20	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21; 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;
Fri 14/04/2023 22:17:06	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Megan_L]

Hi T0rNaDo69,

Thanks for posting your stats on our Community Forum, I am sorry you've been having disconnection issues with your broadband recently!

You have actually helped us identify an issue in the area which is affecting multiple Virgin customers including yourself, I have raised this with the Network team today and they will be sending an engineer team out to the area soon. 

I haven't got any estimated fix dates or times as of yet as the fault has only just been identified, but you can check for any updates on our service status, or come back to us and we can check for you 🤗 

Sorry for the disruption this outage may be causing at the moment, our engineers will get it fixed as soon as possible!

Thanks,

Megan_L

[T0rNaDo69]

well im glad the information i posted helped

lets hope the issue gets fixed asap so the net gets back to normal.

cheers.

[Carley_S]

Thanks again @T0rNaDo69 

Please let us know if you are having any further issues or have any questions at all after the outage has been resolved. We'll be here to help on the community forums if needed :).