HUB 5 Dropping connection regualrly BR3 Area

[CrystalGipsy]

I keep getting disconnects with my HUB5. I use it in modem mode and my router tells me its lost internet. Also lots of bandwidth drops whilst streaming video. Looking in the logs at these points I see lots of warnings at times when I get messages from my router that its lost interent. All is fine with it seeing the hub so this is definitely the connection. It also gives same issues when in standard router mode. This has been happening for quite some time now, but getting worse over the last week or so. Here is log from last day you can see lots of these warning. 

Time	Priority	Description
12-07-2024 09:23:40	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 09:23:40	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;
12-07-2024 09:13:35	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 09:13:35	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;
12-07-2024 01:40:00	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 01:40:00	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;
12-07-2024 00:59:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 00:59:43	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;
12-07-2024 00:29:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 00:29:25	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;
12-07-2024 00:09:14	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2024 00:09:14	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;
11-07-2024 23:49:08	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;
11-07-2024 23:49:08	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 23:39:01	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 23:39:01	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;
11-07-2024 22:48:39	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 22:48:39	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;
11-07-2024 21:39:10	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 21:39:10	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;
11-07-2024 20:37:28	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;
11-07-2024 20:37:28	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 20:27:27	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 20:27:27	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;
11-07-2024 12:23:01	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 12:23:01	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;
11-07-2024 11:19:53	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;
11-07-2024 11:19:53	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 03:49:03	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 03:49:03	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;
11-07-2024 03:38:54	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-07-2024 03:38:54	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;
04-07-2024 20:57:02	notice	GUI Login Status - Login Fail from LAN interface

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	234000000	6.7	41	QAM 256	13
2	138000000	8.1	41	QAM 256	1
3	146000000	7.7	41	QAM 256	2
4	154000000	7.7	41	QAM 256	3
5	162000000	7.5	41	QAM 256	4
6	170000000	7.5	41	QAM 256	5
7	178000000	7.5	41	QAM 256	6
8	186000000	7.4	41	QAM 256	7
9	194000000	7.5	41	QAM 256	8
10	202000000	7	41	QAM 256	9
11	210000000	7.3	41	QAM 256	10
12	218000000	7.2	41	QAM 256	11
13	226000000	7.3	41	QAM 256	12
14	242000000	6.2	41	QAM 256	14
15	250000000	6.1	41	QAM 256	15
16	258000000	6.2	41	QAM 256	16
17	266000000	6.5	41	QAM 256	17
18	274000000	6.3	41	QAM 256	18
19	282000000	6.3	41	QAM 256	19
20	290000000	6.1	41	QAM 256	20
21	298000000	5.9	41	QAM 256	21
22	306000000	5.9	41	QAM 256	22
23	314000000	6.1	41	QAM 256	23
24	322000000	6.1	41	QAM 256	24
25	330000000	5.2	41	QAM 256	25
26	338000000	5.1	41	QAM 256	26
27	346000000	5.2	41	QAM 256	27
28	354000000	5.7	41	QAM 256	28
29	362000000	5.7	41	QAM 256	29
30	370000000	5.3	41	QAM 256	30
31	378000000	5.1	41	QAM 256	31
32	386000000	4.5	41	QAM 256	32
3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	41	1581	21
2	Locked	41	2048	139
3	Locked	41	2145	76
4	Locked	41	2162	98
5	Locked	41	2164	67
6	Locked	41	2458	788
7	Locked	41	2678	670
8	Locked	41	2530	657
9	Locked	41	2504	670
10	Locked	41	1462	19
11	Locked	41	1466	0
12	Locked	41	1478	19
13	Locked	41	1567	20
14	Locked	41	1715	10
15	Locked	41	1661	0
16	Locked	41	1617	35
17	Locked	41	1616	13
18	Locked	41	1619	11
19	Locked	41	1723	16
20	Locked	41	1671	10
21	Locked	41	1713	6
22	Locked	41	1837	0
23	Locked	41	1903	23
24	Locked	41	2054	33
25	Locked	41	2081	85
26	Locked	41	2267	123
27	Locked	41	2328	126
28	Locked	41	2327	133
29	Locked	41	2356	177
30	Locked	41	2334	245
31	Locked	41	2375	103
32	Locked	41	2353	100
3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	92	4K	1800	QAM 4096	1128
3.1 Downstream channels

Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
159	Locked	42	4.4	1232974289	1162

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	43.3	5120	QAM 64	1
1	43100000	42.8	5120	QAM 64	2
2	36600000	42	5120	QAM 64	3
3	30100000	41.8	5120	QAM 64	4
4	23600000	40.8	5120	QAM 64	5
3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
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	21	0
3.1 Upstream channels

Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
6	10	38.0	2K	QAM 256
3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
6	OFDMA	200	74000000	72	0

[jbrennand]

If its still "dodgy" - follow these.

___________________

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. on known issues - and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing is reported there - start from a blank sheet...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

________________________________________

Then repost 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Finally, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Carley_S]

Hi @CrystalGipsy 

Welcome to the community forums 

Sorry to hear you're having issues with your services, checking the systems at our side we can see the power levels aren't in specification which would need an engineer to investigate further. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

[IPFreely]

No need for any more copy/pasting.

The networks are usually noisier the lower down in the spectrum you go. In your case OP you fit this: all your T3 timeouts from your 3.0 upstream channels are on the lowest upstream channel, the one centred at 23.6 MHz.

The 3.1 channel is higher up, though not as high as the stats claim, so is usually in cleaner spectrum, however it's also more sensitive to noise as the system tries to pack more data into the same spectrum. This is reflected in the T3 timeouts and the log messages showing it changing modulation order, indicating it packing data less densely in the channel to try and reduce the impact of noise. 

[Sephiroth]

I think IPFreely means 40.8MHz for the lowest frequency upstream (that reports all the D3.0 T3 events).

The log is reporting against the D3.1 channel  with its 72x T3 events.

I don’t know the D3.1 upstream frequency that VM uses.  I believe that it can reach 95MHz using google.

[CrystalGipsy]

Continuing to get these errors and getting lose of service quite often. Checking my BB monitor shows its aincoming issue not my internal network, all cables are good and secure

 

[Matthew_ML]

Hey CrystalGipsy, thank you for reaching out and I am so sorry to hear you've been having some connection issues.

I've taken a  look this morning and everything is look fine on our end.

How has it been since Saturday? 

[CrystalGipsy]

Been ok but it happens quite frequently. 

[CrystalGipsy]

Happening again and noticing packet loss for very short periods spread out during the day. Can I get an engineer to come and check out things? My Unifi router is also reporting these issues as well as seeing it on my bb monitor 

[Tom_W1]

Hi @CrystalGipsy thanks for your reply, sorry this is still ongoing for you.

This may be the reason, with the fact you have a third party router in modem mode, do the issues still happen when it is in router mode?

Many thanks