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Connection dropping during gaming on ipad since upgrade to hub 5

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NickNotTheGreek
Dialled in

on ‎05-04-2022 13:38

Greetings,

I had my VM hub 3 router replaced by a hub 5 last week.

Since my hub 5 replacement I've started losing connection after about say 15 - 20 minutes of gaming 'F1 Mobile Racing' on my iPad via WIFI which results in me losing the game.

This didn't happen with the old hub 3 router.

Has anyone else hit this issue with the new hub 5 or does anyone have any advice how to solve it because I'm now plummeting down the in game league.  The cable is screwed in nice and tight into back of new hub.  I'm not sure what else to do.

Thanks
Nick

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36 REPLIES 36

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NickNotTheGreek
Dialled in
In response to NickNotTheGreek

on ‎12-04-2022 14:13

I've just tried gaming again from around 12.15pm and connection dropped mid game around 1pm. BQM below.  I've no idea what to do now.  Could it be a fault with the new hub 5?  I wasn't dropping mid-game with my old hub 3.

20220412_Broadband Quality Monitor thinkbroadband.jpg

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Ryan_N
Forum Team (Retired)
Forum Team (Retired)
In response to NickNotTheGreek

on ‎14-04-2022 14:28

I am going to send you a private message to confirm some details. 

 

Cheers, 

Ryan. 

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NickNotTheGreek
Dialled in
In response to Ryan_N

on ‎20-04-2022 18:08

Hi Ryan,

It seems I didn't passed your verification check although I've just phoned Support and passed verification with same password.  The support person (sounded offshore) told me to reset my hub 5 and then she kept me waiting for 10 minutes while she did her checks.  Then she came back and told me she fixed it but I've no idea what she did.  Anyway, I'll have a 45 minute online gaming session tomorrow lunch time and see if connection still hangs or not.

Regards
Nick

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NickNotTheGreek
Dialled in
In response to NickNotTheGreek

on ‎28-04-2022 14:40

The connection dropping off issue still persists unfortunately 😞

 

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Steven_L
Forum Team
Forum Team
In response to NickNotTheGreek

on ‎30-04-2022 16:12

Thanks for coming back to us @NickNotTheGreek.

I'm sorry that the issues haven't yet been resolved for you. The technician should be able to resolve these issues on their visit to you.

Please do let us know how the visit goes.

Regards,

Steven_L

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NickNotTheGreek
Dialled in
In response to Steven_L

on ‎17-05-2022 18:50

Hi Steven,

Technicians visited and has been helpful.  Hub was replaced and power levels checked.  Hoped that fixed it but just tried gaming now (after a bit of a break) and connection started dropping after around 45 minutes of gaming which is what was happening before so it seems the hub wasn't the issue.  Unsure what to do now.

Nick

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Paul_DN
Forum Team
Forum Team
In response to NickNotTheGreek

on ‎19-05-2022 18:53

Hi Nick,

Thanks for reaching back out, sorry to hear your gaming issue has returned, are you facing issues on other devices or just the iPad?

Regards

Paul.

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NickNotTheGreek
Dialled in
In response to Paul_DN

on ‎26-05-2022 20:10

Hi Paul,

I only do online gaming on my ipad.  It's an itunes app for IOS devices so I can't test it on my laptop which I don't have any games on.

I'm still getting this dropping out issue.  No change at all. 

I don't recall having this issue with my old hub 3 which was replaced by this hub 5 which itself has been replaced by another hub 5 but made no difference.  I'm wondering if I can have my old hub 3 sent back to me to test if that fixes it?

I've pasted my downstream & upstream info.  Does it look okay to you?  The Pre and Post RS Errors look very high!

What do you think?

Thanks
Nick

Downstream bonded channels

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

13310000001.839QAM 25625
21390000006.338QAM 2561
31470000006.138QAM 2562
41550000005.738QAM 2563
51630000005.438QAM 2564
61710000005.238QAM 2565
71790000005.338QAM 2566
81870000005.338QAM 2567
91950000005.438QAM 2568
102030000005.138QAM 2569
112110000004.838QAM 25610
122190000004.338QAM 25611
132270000003.938QAM 25612
142350000003.738QAM 25613
152430000003.638QAM 25614
162510000003.438QAM 25615
172590000003.238QAM 25616
182670000002.938QAM 25617
192750000002.738QAM 25618
202830000002.738QAM 25619
212910000002.738QAM 25620
222990000002.739QAM 25621
233070000002.739QAM 25622
243150000002.639QAM 25623
253230000002.239QAM 25624
263390000001.838QAM 25626
273470000001.739QAM 25627
283550000001.739QAM 25628
293630000001.639QAM 25629
303710000001.439QAM 25630
31379000000139QAM 25631

Downstream bonded channels

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

1Locked393658212
2Locked3800
3Locked3850081880
4Locked3851135787
5Locked38620011070
6Locked388993257354
7Locked3844251403
8Locked381512165083
9Locked38117121400
10Locked38232166627
11Locked381171289
12Locked38811271
13Locked381855410665
14Locked387344238
15Locked387084329
16Locked387593468
17Locked387193262
18Locked386893297
19Locked385784720
20Locked386146034
21Locked385383244
22Locked394573086
23Locked393612858
24Locked393342672
25Locked393043531
26Locked3840464577
27Locked3934367261
28Locked3910408416
29Locked393878346
30Locked39376986225
31Locked393748249883

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000048.55120QAM 642
246200000485120QAM 643
33940000047.55120QAM 644
432600000475120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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NickNotTheGreek
Dialled in
In response to NickNotTheGreek

on ‎26-05-2022 20:13

My Network Log looks like this.

 

Network Log

Time Priority Description

16-05-2022 07:03:21errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2022 19:38:08noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2022 19:03:20errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2022 18:55:44noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 18:55:37noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 18:55:36warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2022 18:03:20errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2022 17:44:35noticeCM-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;
12-05-2022 17:44:27noticeCM-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;
12-05-2022 17:44:11noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:43:55noticeCM-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;
12-05-2022 17:43:51noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:43:51noticeCM-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;
12-05-2022 17:43:40noticeCM-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;
12-05-2022 17:43:27noticeCM-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;
12-05-2022 17:43:26noticeCM-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;
12-05-2022 17:43:09noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:42:48noticeCM-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;
12-05-2022 17:42:38noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:42:30noticeCM-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;
12-05-2022 17:42:21noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:42:21noticeCM-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;
12-05-2022 17:42:08noticeCM-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;
12-05-2022 17:42:05noticeCM-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;
12-05-2022 17:41:51noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:41:24noticeCM-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;
12-05-2022 17:41:16noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:40:48noticeCM-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;
12-05-2022 17:40:15noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:39:53noticeCM-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;
12-05-2022 17:39:39noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 10 11 12 159; 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;
12-05-2022 17:39:36noticeCM-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;
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Paulina_Z
Forum Team (Retired)
Forum Team (Retired)
In response to NickNotTheGreek

on ‎29-05-2022 09:37

Hi @NickNotTheGreek,

Thank you for coming back to us about your ongoing connection issue. After running some internal checks on your power levels, I have to say that they are all within spec and look good on our end. 

How has your connection been recently? Is this impacting more than one device at the moment? 

Let us know how you're getting on and how we can help.

Thank you.

Paulina_Z
Forum Team

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