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pdagnall's avatar
pdagnall
Tuning in
21 days ago

Multiple Disconnections on a Daily Basis

Been getting a lot of random disconnections lately, my Hub 5 is in modem mode and when I called support they said I'd need to reset it fully back to router mode, before they can diagnose the problem.

ChatGPT suggests this based on my logs: Thanks for sharing the full log, Paul — this paints a very clear picture. Based on the sequence and types of errors, your Virgin broadband connection is experiencing signal instability at the physical layer, likely due to upstream noise, power level mismatches, or line degradation.

Do I really need to do a full reset before support will engage?

TimePriorityDescription
10-08-2025 15:47:13noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9:62;CMTS-MAC=f1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:47:09warningMDD message timeout;CM-MAC=9d7:62;CMTS-MAC=f:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:46:24noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=962;CMTS-MAC=fb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:46:20noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=92;CMTS-MAC=fb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:46:08noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=92;CMTS-MAC=fb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:57warningMDD message timeout;CM-MAC=962;CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:55noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 3 4 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9:d7:62;CMTS-MAC=f8b:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:54noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 2 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:98:62;CMTS-MAC=f1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:54noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9d7:62;CMTS-MAC=fdb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=9d7:62;CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:47warningMDD message timeout;CM-MAC=94:98:8f:eb:d7:62;CMTS-MAC=:db:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:45:28noticeGUI Login Status - Login Success from LAN interface
10-08-2025 15:44:08noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=62;CMTS-MAC=f8:b7:1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:43:50noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:43:18noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=94:2;CMTS-MAC=f5:db:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:43:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=942;CMTS-MAC=f85:db:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:40:50noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=962;CMTS-MAC=f8:db:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:38:31noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=9:d7:62;CMTS-MAC=fb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:37:00noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=d7:62;CMTS-MAC=fdb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:35:10noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:d7:62;CMTS-MAC=f8:b791;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:35:04noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=962;CMTS-MAC=f8:bb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:12:10warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=94:98:8f:eb:d7:62;CMTS-MAC=f1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 15:12:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=94:982;CMTS-MAC=f8b:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 14:10:10warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=2;CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 14:10:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=942;CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:11:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d7:62;CMTS-MAC=f8:b71;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:11:38noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94CMTS-MAC=f1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:11:37noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=92;CMTS-MAC=f8:b1;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:11:27warningMDD message timeout;CM-MAC=9462;CMTS-MAC=f8:;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:09:09noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:62;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:09:04noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=942;CMTS-MAC=f8:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:09:01warningMDD message timeout;CM-MAC=94CMTS-MAC=fdb:91;CM-QOS=1.1;CM-VER=3.1;
10-08-2025 05:08:58warningDynamic Range Window violation

[Mod - MAC addresses removed]

16 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    18 days ago

    Just going on the PostRS errors alone, the circuit is terrible.  If VM are saying there is a problem, unfortunately they will not send you an engineer until this is fixed.  With those sort of figures, it may be a local SNR fault somewhere?

  • pdagnall's avatar
    pdagnall
    Tuning in
    18 days ago

    Still getting disconnections and the app say's there is a known issue, check back in 24hrs and if still an issue, we'll arrange an engineer.  I check back because there is, and the message resets again.

    I've since reset the hub back to factory, and changed back to modem mode with issue still there.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      18 days ago

      BQM looks to be setup wrong or your router is not allows ping for BQM

      • pdagnall's avatar
        pdagnall
        Tuning in
        18 days ago

        Yeah unfortunately on the latest Unifi OS, you can no longer expose WAN interface to external ICMP.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    20 days ago

    A BQM would help too

    Broadband Quality Monitor | thinkbroadband

    VM are lazy when it comes to "The needs to be in router mode!" I'm not sure why not that they will tell I mean the Docsis hub has a 10. IP in modem mode so its not like they can't ping that unless some many year ago this way of access to diagnose problems is locked out and VM needs the hub with a WAN IP to log in which in itself is scary like does the hub connect out to some server for remote access or worse there is a port open on the hub which one would hope only allows access by given IP range.

    Anywhere your upstream power seem high and I guess a faulty amp which may of also caused downstream power to drop.   

  • Tudor's avatar
    Tudor
    Very Insightful Person
    21 days ago

    Please post full set of stats, messages alone are meaningless. 

    • pdagnall's avatar
      pdagnall
      Tuning in
      20 days ago

      What other stats are needed, I included upstream/downstream stats in reply?

  • pdagnall's avatar
    pdagnall
    Tuning in
    21 days ago
    ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
    13310000000.141QAM 25625
    21390000002.841QAM 2561
    31470000002.541QAM 2562
    41550000002.641QAM 2563
    51630000002.541QAM 2564
    61710000002.241QAM 2565
    71790000002.241QAM 2566
    81870000002.141QAM 2567
    91950000002.341QAM 2568
    102030000002.141QAM 2569
    112110000001.641QAM 25610
    122190000001.441QAM 25611
    132270000000.941QAM 25612
    142350000000.841QAM 25613
    152430000001.841QAM 25614
    162510000001.941QAM 25615
    172590000001.841QAM 25616
    182670000001.641QAM 25617
    192750000001.141QAM 25618
    202830000001.241QAM 25619
    212910000001.341QAM 25620
    22299000000141QAM 25621
    23307000000141QAM 25622
    243150000000.441QAM 25623
    253230000000.241QAM 25624
    263390000000.141QAM 25626
    27347000000041QAM 25627
    283550000000.141QAM 25628
    293630000000.141QAM 25629
    303710000000.341QAM 25630
    313790000000.241QAM 25631
    323870000000.141QAM 25632

    3.0 Downstream Channels

    ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    1Locked411497175187279
    2Locked412386032916429279
    3Locked413072591918935549
    4Locked413327585520076589
    5Locked413725041518731765
    6Locked419968092822311978
    7Locked4113016169526593035
    8Locked41549459309479126
    9Locked4152571564517123
    10Locked412603331650851
    11Locked4134656581308953
    12Locked412392797680066
    13Locked412452711500277
    14Locked413637031838077
    15Locked412593410530415
    16Locked413148629868777
    17Locked412702195738877
    18Locked412515995576347
    19Locked4162587152081420
    20Locked4136845782276339
    21Locked4132449653724880
    22Locked4137808234310198
    23Locked4136119483308027
    24Locked4154563142133729
    25Locked412488260222729
    26Locked411510796182297
    27Locked411652090146885
    28Locked411573902125848
    29Locked411414160104184
    30Locked41109432256527
    31Locked41108825247065
    32Locked41195282839350

    3.1 Downstream

    ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)
    159944K1840QAM 40961108

     

    Channel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)
    159Locked38-5.9226363901734317
    • pdagnall's avatar
      pdagnall
      Tuning in
      21 days ago

      3.0 Upstream

      ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
      04960000051.55120QAM 641
      14310000050.85120QAM 642
      236600000505120QAM 643
      330100000505120QAM 644
      42360000049.85120QAM 645
      ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
      0ATDMA00180
      1ATDMA00180
      2ATDMA00180
      3ATDMA00191
      4ATDMA00161

      3.1 Upstream

      ChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation
      61045.22KQAM 256
      ChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts
      6OFDMA2007400000003
      • pdagnall's avatar
        pdagnall
        Tuning in
        20 days ago

        Started BQM:

        https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa74835fb495cae48922e89e154c9dadf09601cc