HUB 5 - Broadband Randomly Dropping Connection

[martinwood333]

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 19:12:09	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

[martinwood333]

Hi again Steven, apologies but please disregard the previous message. I had to give the team a call as the issue seems to be getting a lot worse. Multiple drops over the past hour. They think it may be an issue somewhere along the infrastructure and the engineers are actively going to monitor the connection over the coming days, so no engineer visit is needed at present. I'll provide an update on this thread once more information is available.

Thanks again for your help, much appreciated!

[Travis_M]

Hi @martinwood333 

Thanks for your response

Please do provide us with an update when you can and we'll be more than happy to investigate further. Have a great day

Regards

[martinwood333]

Problem sorted! It turns out it was the HUB 5 at fault.

It was swapped out by the engineer on Friday (it's now Monday) for a HUB 4. We've had 0 dropouts since and have a fast, stable connection once again.

Thanks everyone for the help!