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joerp
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Constant internet drop outs

Hi, I recently self installed a v6 box that came with a HUB3 modem. I replaced my HUB2 with the HUB3 as after activating the signal the HUB2 would not reconnect. The HUB3 is now losing connection to the internet every 10 minutes or so for about 30 seconds at a time. I have it in Modem mode and all my equipment loses connection. The signal then comes back for a bit. I never had this issues with HUB2 so I am wondering if the power levels need to be adjusted for HUB3 or something. could someone have a look at the below and let me know if there is something amiss please.

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

12987500007.638.9256 qam21
23227500007.638.6256 qam24
33147500007.540.3256 qam23
43067500007.338.6256 qam22
52907500007.338.9256 qam20
6282750000738.9256 qam19
72747500006.538.9256 qam18
82667500006.438.6256 qam17
92587500006.338.9256 qam16
102507500006.138.6256 qam15
112427500005.938.9256 qam14
12234750000638.6256 qam13
13226750000632.4256 qam12
142187500006.324256 qam11
152107500006.338.9256 qam10
162027500006.840.9256 qam9
171947500006.938.9256 qam8
181867500007.140.3256 qam7
191787500007.340.3256 qam6
201707500007.440.3256 qam5
21162750000740.9256 qam4
221547500006.840.3256 qam3
231467500006.540.9256 qam2
241387500006.440.3256 qam

1

 

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

7839400000ATDMA5264 qam64000005120
8025800000ATDMA5264 qam6400000

5120

 

Operational ConfigurationGeneral Configuration Value

Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V0dea97109ea7aa00.cm
Primary Downstream Service Flow
SFID1126555
Max Traffic Rate230000000
Primary Upstream Service Flow
SFID1126554
Max Traffic Rate12700000

 

Network LogDate And Time Error Number Event Description

2018-02-07 12:49:04.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 12:49:04.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 12:56:26.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 12:56:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:42:00.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:42:01.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:22.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:23.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:37.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:37.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:52.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 13:59:52.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:04:24.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:04:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:05:16.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:05:17.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:06:22.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:06:23.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:09:17.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:09:17.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)
298750000
Locked
Ranged Upstream Channel(Hz)
39400000
Locked
Provisioning State
Online
 

 

Hub 3.0 device informationThe information below shows the current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.116V
Cable MAC address: **:**:**:**:**:**
Cable modem serial number: AAAP72357277
System up time: 0 days 1h:29m:3s
Network access: Allowed
WAN IP settingsYour current Hub 3.0 internet settings are displayed below:
MAC address: **:**:**:**:**:**
IPv4 address: Not Available
Default gateway: 0.0.0.0
IPv4 lease time: 0 days 0h:0m:0s
IPv4 lease expire: 0-00-00 00:00:00.00
IPv4 DNS servers: null

 

There is no change to the lights on the HUB3 when it happens but my router reports poor network connectiona nd my V6 box all show the orange arrow lights on the front. 

Thanks

Joe

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joerp
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Re: Constant internet drop outs

One other question. I still have my Superhub2 ac in my possesion. If I wanted to how would I go about reinstalling it. Could I just plug it in and have it work or would I have to call Virgin to get it activated or something?

Thanks

 

Joe

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Superuser
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Re: Constant internet drop outs

Your downstream SNR is a dodgy on a couple of downstream channels and your upstream power levels are too high. You will need a tech visit to rectify.

It would be worth checking the coax cable for obvious signs of damage and all connectors are hand tight.

You will need to phone in if you wish to reactivate the Hub 2ac

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Forum Team
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Re: Constant internet drop outs

Really sorry to hear about this joerp,

 

I'd like to help with this.

 

To allow me to do so, could you respond via private message with the following information?:

  • Please can you confirm your name and if you are the account holder?
  • Home address

 

Nat_J

 

 


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