18-01-2023 15:14 - edited 18-01-2023 15:15
Hey all,
Whenever my HUB5 reboots, it takes a while to regain connection to the internet and shows "Partial Service (US Only)" for 25-60 mins before it establishes a connection. On the Coax, there's a 6dB Forward Path Attenuator, but I tried with and without it and the problem still persists. I've had the problem since moving to the HUB5 over the HUB4 but just dealt with it as power loss is rare, but recently I've been tripping the breaker with a bandsaw and knocking the internet off for an hour in the house is a nightmare.
I've attached some readings from the router for those of you with a trained eye
Acquired Downstream Channel(Hz) | 331000000 | Locked |
Ranged Upstream Channel(Hz) | 49600000 | Ranged |
Provisioning State | Online | Operational |
Downstream bonded channels
1 | 331000000 | 0.2 | 41 | QAM 256 | 25 |
2 | 139000000 | -1.7 | 40 | QAM 256 | 1 |
3 | 147000000 | -1.8 | 40 | QAM 256 | 2 |
4 | 155000000 | -1.9 | 40 | QAM 256 | 3 |
5 | 163000000 | -2.2 | 40 | QAM 256 | 4 |
6 | 171000000 | -2.4 | 40 | QAM 256 | 5 |
7 | 179000000 | -2.3 | 40 | QAM 256 | 6 |
8 | 187000000 | -2.1 | 41 | QAM 256 | 7 |
9 | 195000000 | -2.1 | 41 | QAM 256 | 8 |
10 | 203000000 | -2.1 | 40 | QAM 256 | 9 |
11 | 211000000 | -1.7 | 41 | QAM 256 | 10 |
12 | 219000000 | -1.5 | 41 | QAM 256 | 11 |
13 | 227000000 | -1.3 | 41 | QAM 256 | 12 |
14 | 235000000 | -1.5 | 41 | QAM 256 | 13 |
15 | 243000000 | -1.3 | 41 | QAM 256 | 14 |
16 | 251000000 | 0.9 | 41 | QAM 256 | 15 |
17 | 259000000 | 0.9 | 41 | QAM 256 | 16 |
18 | 267000000 | 0.8 | 41 | QAM 256 | 17 |
19 | 275000000 | 0.6 | 41 | QAM 256 | 18 |
20 | 283000000 | 0.2 | 41 | QAM 256 | 19 |
21 | 291000000 | 0.1 | 41 | QAM 256 | 20 |
22 | 299000000 | 0.2 | 41 | QAM 256 | 21 |
23 | 307000000 | 0.1 | 41 | QAM 256 | 22 |
24 | 315000000 | 0.2 | 41 | QAM 256 | 23 |
25 | 323000000 | 0 | 41 | QAM 256 | 24 |
26 | 339000000 | 0 | 41 | QAM 256 | 26 |
27 | 347000000 | 0.1 | 41 | QAM 256 | 27 |
28 | 355000000 | 0.2 | 41 | QAM 256 | 28 |
29 | 363000000 | 0.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 0.3 | 41 | QAM 256 | 30 |
31 | 379000000 | 0.3 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 203 | 1291 |
2 | Locked | 40 | 318 | 1678 |
3 | Locked | 40 | 883 | 2977 |
4 | Locked | 40 | 920 | 3553 |
5 | Locked | 40 | 721 | 2908 |
6 | Locked | 40 | 845 | 3918 |
7 | Locked | 40 | 649 | 3179 |
8 | Locked | 41 | 712 | 3418 |
9 | Locked | 41 | 694 | 3742 |
10 | Locked | 40 | 535 | 2630 |
11 | Locked | 41 | 931 | 3740 |
12 | Locked | 41 | 578 | 2903 |
13 | Locked | 41 | 595 | 2906 |
14 | Locked | 41 | 467 | 2327 |
15 | Locked | 41 | 0 | 0 |
16 | Locked | 41 | 487 | 2549 |
17 | Locked | 41 | 491 | 2509 |
18 | Locked | 41 | 438 | 2619 |
19 | Locked | 41 | 627 | 3454 |
20 | Locked | 41 | 661 | 3552 |
21 | Locked | 41 | 774 | 4134 |
22 | Locked | 41 | 788 | 3994 |
23 | Locked | 41 | 1072 | 5215 |
24 | Locked | 41 | 770 | 4046 |
25 | Locked | 41 | 795 | 4204 |
26 | Locked | 41 | 878 | 4235 |
27 | Locked | 41 | 831 | 3933 |
28 | Locked | 41 | 862 | 4035 |
29 | Locked | 41 | 840 | 3905 |
30 | Locked | 41 | 761 | 4018 |
31 | Locked | 41 | 778 | 4141 |
Upstream bonded channels
0 | 49600000 | 46.3 | 5120 | QAM 32 | 1 |
1 | 43100000 | 46.3 | 5120 | QAM 32 | 2 |
2 | 36600000 | 46.3 | 5120 | QAM 32 | 3 |
3 | 30100000 | 46.8 | 5120 | QAM 32 | 4 |
4 | 23600000 | 46.5 | 5120 | QAM 32 | 9 |
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 |
General Configuration
Allowed |
3 |
Enabled |
3.1 |
cmreg-vmdg660-bbt076+voc-b.cm |
Primary Downstream Service Flow
88314 |
1230000450 bps |
42600bytes |
0 bps |
88316 |
128000 bps |
3044bytes |
0 bps |
Primary Upstream Service Flow
88313 |
55000270 bps |
42600bytes |
0 bps |
42600bytes |
Best Effort |
88315 |
128000 bps |
3044bytes |
0 bps |
1522bytes |
Best Effort |
Cheers
on 18-01-2023 15:17
Network Log:
18-01-2023 15:07:16 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 15:05:33 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM |
18-01-2023 15:05:23 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 24 26 27 28 29 30; 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; |
18-01-2023 15:05:16 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 15:04:59 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:58:35 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
18-01-2023 14:58:30 | notice | US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:58:25 | 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; |
18-01-2023 14:58:12 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:58:09 | notice | Honoring MDD; IP provisioning mode = IPv4 |
18-01-2023 14:57:53 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:56:45 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:38:48 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:37:39 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:37:37 | warning | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:37:30 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:37:28 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:36:24 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:36:22 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:35:20 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
18-01-2023 14:35:06 | critical | Cable Modem Reboot due to power button reset |
27-12-2022 18:49:02 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:49:02 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:46:38 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:46:16 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:46:16 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:44:20 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:44:06 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:44:06 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:43:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-12-2022 18:43:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-12-2022 15:41:36 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 18-01-2023 15:39
If the band saw trips a type B breaker a type C (or D) breaker of the same current rating would be permit
the required high in rush current to cope with the saw's motor starts.
We had the same tripping issues with MIG welders a large bench grinder.
Back to the VM matters...
Check there is not a local fault : 0800 561 0061 that is affecting the Hub5's ability to get a connection more quickly.
Once the Hub 5 has connected it would be helpful to review the stats for the Upstream and Downstream bonded channels,
perhaps the Power levels or the Noise margins are well outside the norms or even the number of connected channels is adrift.
on 19-01-2023 09:41
Looking at the 3.0 Downstream channels there are uncorrected errors over almost every channel.
Looking at the Upstream channels all 5 have noise degradation and are reduced to 32 qam ( mid speed ), 64 qam is normal.
on 19-01-2023 15:06
Hey Client62,
It's actually the cut-finished switch, not the motor itself causing the trip, it must have metal shavings in it.
How come there's no SNR metric for the upstream channels? Downstream SNR of 40-41dB, fine for 256QAM, why would Upstream be any different?
Worth posting stats without the forward path attenuator?
on 19-01-2023 15:48
Don't adjust the attenuator !
For the Downstream the Power level of -7 to 7 and SNR of 33 or above are ideal, the figures are in that range so don't touch the attenuator.
For the Upstream the Power level of 33 to 49 dBmV is the goal, again the figures are in the range so don't touch the attenuator.
Noise does affect Upstream and Downstream differently because the Up / Down frequencies are wide apart.
No Upstream SNR ??? That is because the Hub is the Upstream sender,
for any signal the receiver is the one that make the call on how loud and clear it is.
on 19-01-2023 16:28
That makes sense about the Upstream SNR. Unfortunately, it's now dropped to QAM 16.
So, if the values for the coax are all within spec I'm left pretty clueless about what's causing this issue.
19-01-2023 16:35 - edited 19-01-2023 16:40
We also see swings from 64 / 32 / 16 and then it reverts to 64 qam & this is an FTTP / RFoG area so our coax is less than 10 meters,
then an ONT and 150 meters of fibre to the street cabinet.
The noise is caused by loose F Connectors or cable damage can be inside or outside on the local properties, can also be a cable that
has been disconnected from a device say for decorating & the loose cable becomes a noise source.
on 19-01-2023 16:39
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 21-01-2023 17:31
Hi MrTimcakes,
Thank you for reaching out to us here on the Community.
I am very sorry to hear of the issues you have been facing with the broadband service, we will do all we can to help.
I have tried to run some checks from our side but have not been able to get the details from the Community information.
With this being the case, I am going to pop you over a private message to take a few details and we can go from there. This message will be available via the purple envelope on the top right of this page.
Speak soon,