Forum Discussion

iancarr2020's avatar
iancarr2020
On our wavelength
2 years ago

connection drop out with Hub 5

i have issues since tuesday, hub 5 shows white solid light and connected, speed is very slow, and when ever you try to upload the Hub drops the connection and flashes red, after few minutes it returns to white but again speeds as low as 100mb despite being on 1gb service, spoke to CS at 8 AM who said an engineer was needed despite almost no trouble shooting, after a second call the 2nd agent suggested cancelling the visit claiming there was an outage despite no outages on status check.

after 5 minutes of basic checks once again said allow 24 hours for fix as he believes it to be an outage, even though my next door neighbour has no issue with their connection. 

anyone else having these issues and how to fix

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    If it is a "known problem"...

    Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    • iancarr2020's avatar
      iancarr2020
      On our wavelength
      2 years ago

      but no one at tech support can offer any fix, been told its equipment issue, then network issue now an agent is saying she has no clue despite replicating it on the call and as soon as any data is uploaded the router goes red and disconnects, been hit with huge price increase and then a service that is not usable as daughter cant even do online course work due to it cutting off as soon as she starts zoom call and there is any data upload

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Have you ignored the advice to call 0800 561 0061  to find out if there is a known fault in your street that is causing your difficulties ?

    Please Copy / Paste the text from the Hub 5 Upstream & Downstream connection tabs , perhaps we can see this issue in the stats which puts you in a better position to request and engineer comes to fix it.

    • iancarr2020's avatar
      iancarr2020
      On our wavelength
      2 years ago

      there is no issues

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000003.339QAM 25625
      21390000001.240QAM 2561
      31470000001.540QAM 2562
      41550000001.841QAM 2563
      51630000001.941QAM 2564
      61710000002.141QAM 2565
      7179000000241QAM 2566
      81870000002.441QAM 2567
      91950000003.141QAM 2568
      102030000002.941QAM 2569
      112110000003.141QAM 25610
      122190000003.441QAM 25611
      132270000003.341QAM 25612
      142350000003.241QAM 25613
      152430000003.341QAM 25614
      162510000003.341QAM 25615
      172590000003.441QAM 25616
      182670000003.841QAM 25617
      192750000003.841QAM 25618
      202830000003.941QAM 25619
      212910000004.141QAM 25620
      22299000000441QAM 25621
      23307000000441QAM 25622
      24315000000440QAM 25623
      253230000003.540QAM 25624
      263390000003.640QAM 25626
      273470000003.439QAM 25627
      283550000003.539QAM 25628
      293630000003.739QAM 25629
      303710000003.639QAM 25630
      313790000003.840QAM 25631
      323870000003.840QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked39120
      2Locked405298553770
      3Locked40307234214842
      4Locked41441098268324
      5Locked41595485167044
      6Locked41904040254569
      7Locked41827662287023
      8Locked4155142333745
      9Locked4110640077
      10Locked416958061
      11Locked414115541
      12Locked412296118
      13Locked411456518
      14Locked41972914
      15Locked4164901
      16Locked4137461
      17Locked4120924
      18Locked4110140
      19Locked416490
      20Locked4110140
      21Locked4126970
      22Locked4125080
      23Locked413740
      24Locked40220
      25Locked40200
      26Locked40100
      27Locked3970
      28Locked3980
      29Locked3950
      30Locked3910
      31Locked4010
      32Locked4010

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

       

       

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked426.698821480

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000050.55120QAM 649
      14310000050.85120QAM 6410
      236600000505120QAM 6411
      33010000049.85120QAM 6412
      42360000049.85120QAM 6413

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      141044.22KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      14OFDMA2007400000000
    • iancarr2020's avatar
      iancarr2020
      On our wavelength
      2 years ago

      there is no known issues, did this tuesday, and again now, 

  • iancarr2020's avatar
    iancarr2020
    On our wavelength
    2 years ago

    Network Log

    Time Priority Description
    07-03-2024 13:32:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:44warningDBC-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;
    07-03-2024 13:18:44noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:40noticeREGISTRATION COMPLETE - Waiting for Operational status
    07-03-2024 13:18:34warningDynamic Range Window violation
    07-03-2024 13:18:34warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:34warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:34warningRNG-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;
    07-03-2024 13:18:34warningRNG-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;
    07-03-2024 13:18:34warningDynamic Range Window violation
    07-03-2024 13:18:34warningDynamic Range Window violation
    07-03-2024 13:18:34warningRNG-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;
    07-03-2024 13:18:34warningDynamic Range Window violation
    07-03-2024 13:18:28noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:21warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:19noticeHonoring MDD; IP provisioning mode = IPv4
    07-03-2024 13:18:03criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:18:03criticalCable Modem Reboot because of - HW or Power-On Reset
    07-03-2024 13:16:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:16:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 13:16:01criticalCable Modem Reboot because of - HW or Power-On Reset
    07-03-2024 12:57:06criticalCable Modem Reboot because of - HW or Power-On Reset
    07-03-2024 12:57:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 01:01:03criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 01:00:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:59:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:59:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:58:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:58:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:58:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:57:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-03-2024 00:57:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      The downstream data table is suggesting an issue - huge post-RS errors are not good - but they may be historic from a one off event - so can you double check by doing this...

      Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. Check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

      When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
      Also check the Upstream QAM’s are all at 64

      ____________________

      • iancarr2020's avatar
        iancarr2020
        On our wavelength
        2 years ago

        thanks will do this now, an engineer has now been booked too after the 8th call to tech support, agent took me to sam knows real speed test and it showed 110 mb to router, she said oh thats fine at least it is connected, ended up speaking to supervisor who agreed to engineer

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Are you testing be wire with a PC with 1Gb link

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    As it is a Hub 5 note the latest firmware has made the 2.5Gb/s port unusable for some kit.

    Try again using only the 1Gb/s ports of the Hub 5.

    • iancarr2020's avatar
      iancarr2020
      On our wavelength
      2 years ago

      it is the same with either 2.5gb port or 1gb port, get the same errors showing in log

    • iancarr2020's avatar
      iancarr2020
      On our wavelength
      2 years ago

      ports not the issue, the issue is router is only getting 100 - 200mb to router itself as tested with sam knows real speed, way less than the 1gb I always had, and also as soon as any traffic is upstreamed it cuts off.

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    2 years ago

    Hi iancarr2020,

    Thanks for posting and sorry to see you've been having some issues with the hub.

    I can see from our side you've been able to get in touch and arrange an engineer visit. Please pop back and let us know how this goes.

    Alex_Rm