Issues with connection m500 hub 5

Question

Hi&nbsp;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&nbsp;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.&nbsp;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.&nbsp;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.&nbsp;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.&nbsp;https://www.thinkbroadband.com/broadband/monitoring/quality/share/33084c62bca2bc5f5889f4e366c60a86168bdf0e&nbsp;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.&nbsp;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.&nbsp;

Client62 · Answer

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 · Answer

"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 · Answer

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

actxn · Answer

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.&nbsp;3.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked41225156302Locked412472455343Locked412493930704Locked412639556435Locked412675720646Locked412604016517Locked412232076488Locked412035331389Locked4118617802910Locked4117952676011Locked4116036513312Locked4115914103613Locked4114836813514Locked4117379204615Locked4119999814916Locked4123615654917Locked4126545114518Locked4128492084019Locked4128135466520Locked4128810826021Locked4122797864422Locked4120653156223Locked4125269035124Locked4131106034925Locked4138232733526Locked4143067585427Locked4148283314928Locked4154472774929Locked4157889365330Locked4144663874031Locked4129817736332Locked411577201483.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00901ATDMA00612ATDMA00713ATDMA00504ATDMA00110&nbsp;7-04-2024 14:08:45noticeCM-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 14:05:10noticeCM-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 14:03:04noticeCM-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 14:01:12noticeCM-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 14:01:05warningDBC-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 14:01:05warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 14:01:01noticeDS 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 13:18:07noticeCM-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 13:17:41warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 13:17:08noticeCM-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 13:16:41warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 13:16:10noticeCM-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 13:15:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 13:15:40noticeCM-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 13:15:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 12:47:20noticeCM-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 12:47:05warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 12:45:13noticeCM-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 12:44:53noticeCM-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 12:44:37warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 12:44:34noticeCM-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 12:44:20noticeCM-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 12:44:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 12:43:47noticeCM-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 12:43:37noticeCM-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 12:42:59noticeCM-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 12:42:59noticeCM-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 12:42:59noticeCM-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 12:42:35noticeCM-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 12:42:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;07-04-2024 12:42:07noticeCM-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 12:42:01warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Client62 · Answer

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.

Forum Discussion

Issues with connection m500 hub 5

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