on 08-03-2023 19:45
Hi there, less than a month ago I upgraded to a Hub 5 with 1Gbps connection. All has been working well, however over the course of the past week we've suddenly been having connection drop-outs. It appears to be happening more frequently as time goes on. I'm using the Hub 5 in Modem mode. I've tried resetting/restarting the Hub and Router with no success.
When the drop-outs occur, all devices stay connected to our router (wired and wifi) and the router/LAN functions as normal, however all devices lose connection to the internet at the same time. This issue appears to be isolated to the Hub 5 and possibly the connection outwith the house. A 6dB attenuator is in use.
The latest log is as below...
Quite a few instances of MDD message timeouts, all which seem to coincide with the loss of connection.
Any help is appreciated! I'll provide additional logs in following posts.
Network Log
08-03-2023 19:12:09 | notice | CM-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; |
08-03-2023 19:10:20 | notice | CM-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; |
08-03-2023 19:09:58 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
08-03-2023 17:53:36 | notice | CM-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; |
08-03-2023 17:52:26 | notice | CM-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; |
08-03-2023 17:51:58 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
08-03-2023 16:14:26 | notice | CM-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; |
08-03-2023 16:12:50 | notice | CM-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; |
08-03-2023 16:12:40 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
08-03-2023 10:50:59 | notice | CM-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; |
08-03-2023 10:49:31 | notice | CM-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; |
08-03-2023 10:49:06 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
08-03-2023 10:34:43 | notice | CM-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; |
08-03-2023 08:40:11 | notice | CM-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; |
08-03-2023 08:40:08 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
08-03-2023 01:38:40 | notice | CM-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; |
07-03-2023 20:51:29 | notice | CM-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; |
07-03-2023 20:51:19 | warning | MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
07-03-2023 20:03:06 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
07-03-2023 20:03:06 | warning | DBC-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; |
07-03-2023 20:02:58 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
07-03-2023 20:02:52 | warning | Dynamic Range Window violation |
07-03-2023 20:02:52 | warning | Dynamic Range Window violation |
07-03-2023 20:02:52 | warning | RNG-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; |
07-03-2023 20:02:52 | warning | RNG-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; |
07-03-2023 20:02:52 | warning | REG-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; |
07-03-2023 20:02:46 | notice | DS 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; |
07-03-2023 20:02:43 | notice | TLV-11 - unrecognized OID;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
07-03-2023 20:02:41 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
07-03-2023 20:02:39 | notice | Honoring MDD; IP provisioning mode = IPv4 |
07-03-2023 20:02:30 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1; |
07-03-2023 20:02:13 | critical | Cable Modem Reboot due to power button reset |
on 08-03-2023 19:47
Downstream bonded channels
1 | 139000000 | 5.3 | 42 | QAM 256 | 1 |
2 | 147000000 | 5.5 | 42 | QAM 256 | 2 |
3 | 155000000 | 5.6 | 42 | QAM 256 | 3 |
4 | 163000000 | 5.5 | 42 | QAM 256 | 4 |
5 | 171000000 | 5.3 | 42 | QAM 256 | 5 |
6 | 179000000 | 5.2 | 42 | QAM 256 | 6 |
7 | 187000000 | 5.2 | 42 | QAM 256 | 7 |
8 | 195000000 | 5.4 | 42 | QAM 256 | 8 |
9 | 203000000 | 5.4 | 42 | QAM 256 | 9 |
10 | 211000000 | 5.4 | 42 | QAM 256 | 10 |
11 | 219000000 | 5.2 | 42 | QAM 256 | 11 |
12 | 227000000 | 5 | 42 | QAM 256 | 12 |
13 | 235000000 | 4.8 | 42 | QAM 256 | 13 |
14 | 243000000 | 4.5 | 42 | QAM 256 | 14 |
15 | 251000000 | 4.3 | 42 | QAM 256 | 15 |
16 | 259000000 | 4.2 | 42 | QAM 256 | 16 |
17 | 267000000 | 4.3 | 42 | QAM 256 | 17 |
18 | 275000000 | 4.4 | 42 | QAM 256 | 18 |
19 | 283000000 | 4.6 | 42 | QAM 256 | 19 |
20 | 291000000 | 4.6 | 42 | QAM 256 | 20 |
21 | 299000000 | 4.3 | 42 | QAM 256 | 21 |
22 | 307000000 | 4.1 | 42 | QAM 256 | 22 |
23 | 315000000 | 3.9 | 42 | QAM 256 | 23 |
24 | 323000000 | 3.8 | 42 | QAM 256 | 24 |
25 | 331000000 | 3.9 | 42 | QAM 256 | 25 |
26 | 339000000 | 4 | 42 | QAM 256 | 26 |
27 | 347000000 | 4 | 42 | QAM 256 | 27 |
28 | 355000000 | 3.8 | 42 | QAM 256 | 28 |
29 | 363000000 | 3.6 | 42 | QAM 256 | 29 |
30 | 371000000 | 3.5 | 42 | QAM 256 | 30 |
31 | 379000000 | 3.5 | 42 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 42 | 177 | 0 |
2 | Locked | 42 | 207 | 0 |
3 | Locked | 42 | 30 | 0 |
4 | Locked | 42 | 39 | 0 |
5 | Locked | 42 | 195 | 0 |
6 | Locked | 42 | 89 | 0 |
7 | Locked | 42 | 252 | 0 |
8 | Locked | 42 | 322 | 0 |
9 | Locked | 42 | 160 | 0 |
10 | Locked | 42 | 15 | 0 |
11 | Locked | 42 | 14 | 0 |
12 | Locked | 42 | 2 | 0 |
13 | Locked | 42 | 0 | 0 |
14 | Locked | 42 | 0 | 0 |
15 | Locked | 42 | 0 | 0 |
16 | Locked | 42 | 0 | 0 |
17 | Locked | 42 | 0 | 0 |
18 | Locked | 42 | 0 | 0 |
19 | Locked | 42 | 0 | 0 |
20 | Locked | 42 | 0 | 0 |
21 | Locked | 42 | 0 | 0 |
22 | Locked | 42 | 0 | 0 |
23 | Locked | 42 | 0 | 0 |
24 | Locked | 42 | 0 | 0 |
25 | Locked | 42 | 0 | 0 |
26 | Locked | 42 | 0 | 0 |
27 | Locked | 42 | 0 | 0 |
28 | Locked | 42 | 0 | 0 |
29 | Locked | 42 | 0 | 0 |
30 | Locked | 42 | 0 | 0 |
31 | Locked | 42 | 0 | 0 |
Upstream bonded channels
0 | 49600000 | 42.8 | 5120 | QAM 64 | 1 |
1 | 43100000 | 42.3 | 5120 | QAM 64 | 2 |
2 | 36600000 | 41.8 | 5120 | QAM 64 | 3 |
3 | 30100000 | 41.3 | 5120 | QAM 64 | 4 |
4 | 23600000 | 41.3 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 08-03-2023 19:47
Primary Downstream Service Flow
9880 |
1200000450 bps |
42600bytes |
0 bps |
14604 |
128000 bps |
4000bytes |
0 bps |
Primary Upstream Service Flow
9879 |
55000270 bps |
42600bytes |
0 bps |
16320bytes |
Best Effort |
14603 |
128000 bps |
4000bytes |
0 bps |
1522bytes |
Best Effort |
on 09-03-2023 10:10
Bump
on 09-03-2023 10:24
Bumping a thread will put your post to the back of the queue btw.
However, there is nothing obvious in the power levels, but agree with too many MDD timeouts. You should setup a BQM for monitoring and recording your circuit www.thinkbroadband.com/ping
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
A VM Mod should pick this up and a day or two and discuss.
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09-03-2023 13:42 - edited 09-03-2023 13:43
Thanks for the reply. Appreciated. Noted re the bump putting it to the back of the queue. Just seen that the thread was on the second page and had no replies so thought I would bump it! No harm done. My apologies.
I'll have a check with area faults to see if there is something going on, as the service status page does indeed show no current issues as you say.
It's an extremely annoying issue as it happens roughly every hour and makes online gaming impossible.
Thanks again!
on 11-03-2023 15:25
Thanks for coming back to us martinwood333, I have been able to look into this today and can see that the SNR levels with your upstream channels are too low for a stable connection and we would need to send out a technician to resolve these problems.
I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L
on 11-03-2023 19:51
Thanks Steven! PM sent.
on 13-03-2023 10:40
You're very welcome martinwood333 and please let me know how the technician visit goes, if you get chance that is.
Kind Regards,
Steven_L
14-03-2023 14:36 - edited 14-03-2023 15:25
Hi Steven, the technician visited this morning (apologies but can't remember his name!). He checked the connection quality and hardware, all of which was perfectly fine, with no interference either. He also replaced some outside/exterior connections which potentially were causing issues due to corrosion.
Things were working well initially, however unfortunately the connection has continued to drop out, with the same MDD Message Timeout in the log, so the problem persists. Could we please arrange another visit if possible? (We're available Thurs/Fri)