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buchosmambo
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Message 31 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 11:11

Network Log

Time Priority Description
20-01-2023 11:03:13noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 11:03:13warningDBC-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;
20-01-2023 10:53:09noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 10:53:09warningDBC-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;
20-01-2023 10:32:58warningDBC-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;
20-01-2023 10:32:58noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:52:34noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:52:34warningDBC-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;
20-01-2023 09:42:29noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:42:29warningDBC-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;
20-01-2023 09:32:24noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:32:24warningDBC-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;
20-01-2023 09:22:20warningDBC-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;
20-01-2023 09:22:20noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:02:07noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 09:02:07warningDBC-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;
20-01-2023 08:21:49warningDBC-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;
20-01-2023 08:21:49noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 07:51:42warningDBC-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;
20-01-2023 07:51:42noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 07:31:37noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 07:31:37warningDBC-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;
20-01-2023 07:21:28noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 07:21:28warningDBC-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;
20-01-2023 07:11:24warningDBC-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;
20-01-2023 07:11:24noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 06:41:08noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 06:41:08warningDBC-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;
20-01-2023 06:10:54warningDBC-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;
20-01-2023 06:10:54noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 05:30:32noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 05:30:32warningDBC-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;
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buchosmambo
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Message 32 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 11:12

Should I be worried about any of the above warnings?

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Andrew-G
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Alessandro Volta
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Message 33 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 11:27

No, they're standard on a Hub 5, and I don't have a clue what they mean, but when my now-retired Hub 5 had those errors the connection was fine.  Going back to your last-posted BQM, there's still a problem.  See the odd packet loss instances, and those massive latency spikes?  All wrong.  A decent VM connection wouldn't have those - yes, the low level yellow fringe, but not the other bits.

So there's something still wrong on your broadband connection that hasn't been found, and because it's broadband it won't be resolved by any wifi changes you make.  The very binary nature of the problem makes me hazard a guess that it's something like a cracked conductor in the coax somewhere, as the more common noise ingress faults tend to manifest as more erratic and prolonged rather than a momentary but massive latency spike.

Getting VM to address this type of fault can be a trial of endurance.  

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buchosmambo
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Message 34 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 11:42

Thanks for you reply - the reason why I pasted these stats today is that I noticed old behavior with the connection today. Lost it few times on IWFI and wired. Couldnt access hive and so on. I am guessing later today on my Teams call I will be all over the show as per usual. 

Funny all of that as it wasnt to bad earlier in the week.

below are my down channels Power Level - I think they are now drifting towards higher end of the scale but still within the limits... I am sure they were lower earlier... anyway.... coax cable within property was replaced by VM Technician over a week ago. That would only leave cabinet to property or their cabinet itself.... Getting fed up with this....

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000003.437QAM 2561
24190000003.837QAM 2562
3427000000437QAM 2563
44350000004.237QAM 2564
54430000004.337QAM 2565
64510000004.737QAM 2566
74590000004.737QAM 2567
84670000004.737QAM 2568
94750000004.637QAM 2569
104830000004.737QAM 25610
114910000004.937QAM 25611
124990000004.937QAM 25612
135070000004.837QAM 25613
145150000004.837QAM 25614
155230000004.937QAM 25615
165310000005.238QAM 25616
175390000005.538QAM 25617
185470000005.538QAM 25618
195550000005.738QAM 25619
205630000005.738QAM 25620
215710000005.938QAM 25621
225790000005.838QAM 25622
235870000005.738QAM 25623
245950000005.538QAM 25624
256030000005.538QAM 25625
266110000005.238QAM 25626
276190000005.138QAM 25627
286270000004.938QAM 25628
296350000004.638QAM 25629
306430000004.538QAM 25630
316510000004.138QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked371910
2Locked371740
3Locked371670
4Locked371610
5Locked371440
6Locked371700
7Locked371350
8Locked371350
9Locked371520
10Locked371550
11Locked371270
12Locked371260
13Locked371100
14Locked371190
15Locked371290
16Locked381060
17Locked38870
18Locked381000
19Locked381180
20Locked381240
21Locked38970
22Locked381060
23Locked381000
24Locked381070
25Locked38980
26Locked381020
27Locked381110
28Locked381160
29Locked381140
30Locked381190
31Locked381390

 

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Andrew-G
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Message 35 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 12:47

Nothing obvious from most recent stats, I'm afraid.  The only thing I can suggest is a change of ISP (possibly also buying your own mesh wifi system).  Only you know whether that's an option.

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buchosmambo
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Message 36 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 18:00

Utter garbage!!!! lost connection on ps4 so many times in last 1h30m ....looks like at regular intervals.... 

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buchosmambo
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Message 37 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎20-01-2023 18:48

Is this normal that my old HUB4 is on....? What do they do with these once returned? Re-use?

 

 

buchosmambo_0-1674240472554.png

 

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buchosmambo
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Message 38 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎25-01-2023 19:02

Today I have reached the maximum level of anger with this COMPANY!! Unfortunately things are just not good enough.....

So I am still experiencing random disconnections both on WIFI and Wired connections on different devices.

As per usual my weekly call with the rest of the team was so poor that once again I had very negative feedback. Initially I started n WIFi so I thought it must be this - lets switch to ethernet ... and while it didnt disconnect - I had very poor quality rest of the call... video would just freeze and voice would just not be a normal.... Throughout the week I had some support vi DM here from VM advisor wh checked everything their end and apparently connection is perfect. BQM looks ok and despite few latency spikes - its classed as perfect. The same disconnections happen on PS4 while playing Warzone 2 on wifi and ethernet...

But here is the lates - best bit.... when my 2nd pod arrived today I couldnt get it to connect to Hub...even via ethernet cable.... 

After few hours I decided to restart the hub and this is where it gets strange.... when a HUB5 came back to "working mode" my HIVE started playing up. I accessed the Hive app like I usually do on my mobile to change the temperature and I couldnt get it to work - I checked HIVE HUB and this is working fine (green LED ON) but can't get to the app....all I get is: oops something went wrong. At the same time I get to VM connect app just to see the message - Your Hub isnt connected! Both pods are not connected either.... strange as both at that particular time had no LED lights so my assumption was that they were connected at this particular moment. Refreshing the app didnt help, after few refresh attempt I finally go the message that all devices are connected but suprise suprise - bot PODs are now flashing green with white leds in turns (both of them) Hive works for few minutes - another VM Connect app refresh - and I again get the message saying that my hub is not connected! Hive no longer works! and it is like that for last few hours....and now all I get is SOMETHING WENT WROG OUR SIDE on VM CONNECT APP - both PODS in pairing mode for the 50th time since lunch time, Hive doesnt work; CONNECT APP contantly either tells me that:

1. nothing is connected - how is this passible if I am able to use internet on my laptop? 

2. Everything is connected - while both pods are in pairing or even signal searching mode?

3. When CONNECT APP shows both pods being disconnected - hive works. When pods are connected it seems that HIVE doesnt work 

4. CONNECT app shows both pods as disconnected while one is connected (no light) and other one not connected (white regularly flashing LED)

 

The entire set-up is poor and not consistent with what app says and what it actually happens in the house. Something is affecting HIve connection and I am unable to access it from a phone. 

 

This is what I currently have:

App shows HUB as connected and both PODS as not connected. Hive is connected vie cable to the HUB% and it is also listed as connected device in CONNECT APP. 

What I see in my house is this; HUb connected ok, One pod connected ok, another pod not connected, Hive surprisingly works ok. When I log into the HUB 5 I can see 4 devices connected to ethernet but physically I only have 2 (PS4 and Hive HUB) this is strange.... occasionally 5th device jumps in to ETHERNET connected table while checking the HUB5 online...

 

IS THIS NORMAL?????????????

 

 

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Steven_L
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Message 39 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎27-01-2023 19:57

Hey buchosmambo,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into your issues and the system is advising that a competing WiFi signal in your home maybe causing issues with the speed and stability of your connection. Do you currently have two networks within your home? If so, please could you disable the extra network and see if that makes any difference 

If you dont have another network in your home, are you able to try a pin hole reset of your hub and also to remove the Connect App from the device and re-install it? This should refresh the connections and will hopefully allow both of your pods to connect properly to the network and for the Connect App to work correctly and show all of the connected pods and other devices. 

Kind Regards,

Steven_L

 

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buchosmambo
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Message 40 of 68
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Re: High Latency, packet drops and disconnection on WIRED and WIFI

on ‎27-01-2023 22:15

Hi Steven, 

I dont have two networks, but that new hub is doing some strange things 🙂 so since I connected the 2nd pod this week my Hub 5 is showing 6 ethernet connections where physically I only have 1 which is hive bridge and ocasionally ps4 so max 2. It apears that both pods, and what ever is attached to them via WiFi is classed as ETHERNET CONNECTION in Hub management website . According to VM asvisor this is incorrect and impossible 🙂 

I still get  disconnects during ps4 online gaming on wired connection and now even strugling to load some comments on YT or FB reels. I have to refresh the reel few times to get the comments. Not a big deal with the comments but never had that before.

I will perform pin hole reset tomorrow and see how it goes,

What I also noticed is that when Hub4 was collected by VM technicain over a week ago, the BQM for that hub was still live for many days after it was collected and it was showing a life connection (strange) but I guess this device mustve been tested by you guys hence it was connected... I deleted that BQM minitor now so can't make any more comments on that - but this shouldnt cause any issues....?

Could the placement or location of rhe pods be causing double network issue?

What do yiu mean two networks?

Hub5 is set to standard settings so Smart Ootimizatiin enabled, smart wifi all that Jaz is on. Both networks enabled under same name.... 

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