Forum Discussion

AdamT3's avatar
AdamT3
Tuning in
2 years ago

Intermittent packet loss and disconnects

Hi,

ive been experiencing intermittent packet loss and then eventually disconnecting on all devices on my network, ive been told many times to reset/reboot the hub i have and quite frankly if a piece of electronics requires that many resets to work its faulty.

i have a think broadband monitor setup from ages ago and you can clearly see large spikes 

i recently tried to get help through the webchat service to be told "they have sent strong signals to my hub so if i turn it off wait 10 mins and turn it back on it should be fixed" somehow they knew this would fix a tempermental issues, i said i didnt want to do it as ive had this same advise before.

i actually started believing that maybe the fault was my equipment so changed the switch i was using and requested a new coax cable from you to replace the old one ive had for years. and again it continues to happen 

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

    Post all the power levels and network log from the Hub please. 

    • AdamT3's avatar
      AdamT3
      Tuning in
      2 years ago

      Network Log

      Time Priority Description

      Sun Mar
      		6US 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;
      Sun Mar
      		5DBC-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;
      Sun Mar
      		6US 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;
      Sun Mar
      		5DBC-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;
      Sun Mar
      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Mar
      		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Mar
      		6US 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;
      Fri Mar
      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Feb
      29      		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Feb
      29      		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Feb
      29      		6CM-STATUS message sent. Event Type Code: 5; 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;
      Thu Feb
      29      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Feb
      28      		6US 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;
      Wed Feb
      28      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Feb
      28      		6US 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;
      Wed Feb
      28      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Feb
      28      		6US 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;
      Wed Feb
      28      		5DBC-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;
      Wed Feb
      28      		6US 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;
      Wed Feb
      28      		5DBC-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;
      Tue Feb
      27      		6US 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;
      Tue Feb
      27      		5DBC-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;
      Tue Feb
      27      		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Jan
      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Feb
      27      		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Feb
      27      		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Jan
      		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      • AdamT3's avatar
        AdamT3
        Tuning in
        2 years ago

        3.0 Downstream channels

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

        253310000001.29999940.366287QAM25625
        92030000002.09999839.397190QAM2569
        102110000002.00000040.946209QAM25610
        112190000001.79999940.366287QAM25611
        122270000001.50000038.983261QAM25612
        132350000001.29999938.983261QAM25613
        142430000001.00000038.983261QAM25614
        152510000000.59999838.983261QAM25615
        162590000000.70000138.983261QAM25616
        172670000000.90000240.366287QAM25617
        182750000001.59999840.366287QAM25618
        192830000001.79999940.366287QAM25619
        202910000001.90000238.983261QAM25620
        212990000002.00000040.366287QAM25621
        223070000001.59999840.366287QAM25622
        233150000001.29999940.366287QAM25623
        243230000001.40000240.946209QAM25624
        263390000001.40000240.366287QAM25626
        273470000001.70000140.946209QAM25627
        283550000001.50000040.366287QAM25628
        293630000001.29999940.366287QAM25629
        303710000001.50000040.946209QAM25630
        313790000000.90000240.366287QAM25631
        323870000000.50000040.366287QAM25632
        333950000000.40000240.946209QAM25633
        344030000000.20000140.366287QAM25634
        354110000000.20000140.366287QAM25635
        364190000000.59999840.366287QAM25636
        374270000000.29999940.946209QAM25637
        384350000000.50000040.366287QAM25638
        394430000000.79999940.946209QAM25639
        404510000000.59999840.366287QAM25640



        3.0 Downstream channels

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

        25Locked40.36628700
        9Locked39.39719000
        10Locked40.94620900
        11Locked40.36628700
        12Locked38.98326100
        13Locked38.98326100
        14Locked38.98326100
        15Locked38.98326100
        16Locked38.98326100
        17Locked40.36628700
        18Locked40.36628700
        19Locked40.36628700
        20Locked38.98326100
        21Locked40.36628700
        22Locked40.36628700
        23Locked40.36628700
        24Locked40.94620900
        26Locked40.36628700
        27Locked40.94620900
        28Locked40.36628700
        29Locked40.36628700
        30Locked40.94620900
        31Locked40.36628700
        32Locked40.36628700
        33Locked40.94620900
        34Locked40.36628700
        35Locked40.36628700
        36Locked40.36628700
        37Locked40.94620900
        38Locked40.36628700
        39Locked40.94620900
        40Locked40.36628700



        3.1 Downstream channels

        Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
        159964K1840QAM4096759


        3.1 Downstream channels

        Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
        159Locked41-1.55185344540
  • Arissa_H's avatar
    Arissa_H
    Forum Team
    2 years ago

    Hi AdamT3 👋🏼.

    Thank you for posting, welcoming you back onto our community forum 😊.

    Sorry to see you are still having issues with your connection and it is still intermittent and disconnecting all devices ☹.

    I can have a look into this for you by further investigating 🧐.

    I will have to send you a private message. 

    Please watch out for the envelope ✉.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Post also the type of VM Hub and the model of network switch.

    • AdamT3's avatar
      AdamT3
      Tuning in
      2 years ago

      i have a hub 4 and the network switch is not a problem as this issue was happening before the switch was installed and it happens on wifi too

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Thanks for coming back to us AdamT3, I have looked into this on our system and can see that you have had a recent technician visit. Was the visit successful in resolving your connection issues?

    Kind Regards,

    Steven_L