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HUB 5 - Broadband Randomly Dropping Connection

martinwood333
Tuning in

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

Time Priority Description
08-03-2023 19:12:09noticeCM-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 19:10:20noticeCM-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 19:09:58warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 17:53:36noticeCM-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 17:52:26noticeCM-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 17:51:58warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 16:14:26noticeCM-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 16:12:50noticeCM-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 16:12:40warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:50:59noticeCM-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 10:49:31noticeCM-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 10:49:06warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:34:43noticeCM-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 08:40:11noticeCM-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 08:40:08warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 01:38:40noticeCM-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;
07-03-2023 20:51:29noticeCM-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 20:51:19warningMDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:03:06noticeUS 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 20:03:06warningDBC-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 20:02:58noticeREGISTRATION COMPLETE - Waiting for Operational status
07-03-2023 20:02:52warningDynamic Range Window violation
07-03-2023 20:02:52warningDynamic Range Window violation
07-03-2023 20:02:52warningRNG-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 20:02:52warningRNG-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 20:02:52warningREG-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 20:02:46noticeDS 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 20:02:43noticeTLV-11 - unrecognized OID;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:41warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:39noticeHonoring MDD; IP provisioning mode = IPv4
07-03-2023 20:02:30criticalSYNC 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 20:02:13criticalCable Modem Reboot due to power button reset

 

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12 REPLIES 12

martinwood333
Tuning in

on ‎08-03-2023 19:47

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.342QAM 2561
21470000005.542QAM 2562
31550000005.642QAM 2563
41630000005.542QAM 2564
51710000005.342QAM 2565
61790000005.242QAM 2566
71870000005.242QAM 2567
81950000005.442QAM 2568
92030000005.442QAM 2569
102110000005.442QAM 25610
112190000005.242QAM 25611
12227000000542QAM 25612
132350000004.842QAM 25613
142430000004.542QAM 25614
152510000004.342QAM 25615
162590000004.242QAM 25616
172670000004.342QAM 25617
182750000004.442QAM 25618
192830000004.642QAM 25619
202910000004.642QAM 25620
212990000004.342QAM 25621
223070000004.142QAM 25622
233150000003.942QAM 25623
243230000003.842QAM 25624
253310000003.942QAM 25625
26339000000442QAM 25626
27347000000442QAM 25627
283550000003.842QAM 25628
293630000003.642QAM 25629
303710000003.542QAM 25630
313790000003.542QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked421770
2Locked422070
3Locked42300
4Locked42390
5Locked421950
6Locked42890
7Locked422520
8Locked423220
9Locked421600
10Locked42150
11Locked42140
12Locked4220
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4200
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4200
28Locked4200
29Locked4200
30Locked4200
31Locked4200

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000042.85120QAM 641
14310000042.35120QAM 642
23660000041.85120QAM 643
33010000041.35120QAM 644
42360000041.35120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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martinwood333
Tuning in
In response to martinwood333

on ‎08-03-2023 19:47

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
9880
1200000450 bps
42600bytes
0 bps
14604
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
9879
55000270 bps
42600bytes
0 bps
16320bytes
Best Effort
14603
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
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martinwood333
Tuning in
In response to martinwood333

on ‎09-03-2023 10:10

Bump

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Adduxi
Very Insightful Person
Very Insightful Person
In response to martinwood333

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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martinwood333
Tuning in
In response to Adduxi

‎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!

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Steven_L
Forum Team
Forum Team
In response to martinwood333

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

martinwood333
Tuning in
In response to Steven_L

on ‎11-03-2023 19:51

Thanks Steven! PM sent.

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Steven_L
Forum Team
Forum Team
In response to martinwood333

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

martinwood333
Tuning in
In response to 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)

 

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