on 25-04-2022 10:02
I recently upgraded via VOLT from 500Mb to 1GB, the Hub 4 was delivered but I've had non-stop issues since plugging it in on Saturday. The connection is constantly dropping for a couple of seconds every few minutes.
The Hub is in Modem mode and connected to my ASUS Router.
Can anyone offer any assistance with what could be wrong?
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | -2.599998 | 38.983261 | QAM256 | 25 |
10 | 211000000 | -3.299999 | 37.355988 | QAM256 | 10 |
11 | 219000000 | -3.000000 | 36.609653 | QAM256 | 11 |
12 | 227000000 | -3.099998 | 37.636276 | QAM256 | 12 |
13 | 235000000 | -3.200001 | 37.636276 | QAM256 | 13 |
14 | 243000000 | -3.400002 | 38.605377 | QAM256 | 14 |
15 | 251000000 | -3.400002 | 38.605377 | QAM256 | 15 |
16 | 259000000 | -3.500000 | 38.605377 | QAM256 | 16 |
17 | 267000000 | -3.200001 | 38.605377 | QAM256 | 17 |
18 | 275000000 | -2.400002 | 38.605377 | QAM256 | 18 |
19 | 283000000 | -2.299999 | 38.605377 | QAM256 | 19 |
20 | 291000000 | -1.799999 | 38.605377 | QAM256 | 20 |
21 | 299000000 | -1.599998 | 38.983261 | QAM256 | 21 |
22 | 307000000 | -1.799999 | 38.605377 | QAM256 | 22 |
23 | 315000000 | -2.400002 | 38.983261 | QAM256 | 23 |
24 | 323000000 | -2.599998 | 38.605377 | QAM256 | 24 |
26 | 339000000 | -2.099998 | 38.605377 | QAM256 | 26 |
27 | 347000000 | -2.700001 | 38.605377 | QAM256 | 27 |
28 | 355000000 | -2.400002 | 38.983261 | QAM256 | 28 |
29 | 363000000 | -3.000000 | 38.983261 | QAM256 | 29 |
30 | 371000000 | -3.299999 | 38.983261 | QAM256 | 30 |
31 | 379000000 | -3.200001 | 38.605377 | QAM256 | 31 |
32 | 387000000 | -2.900002 | 38.983261 | QAM256 | 32 |
33 | 395000000 | -3.299999 | 38.983261 | QAM256 | 33 |
34 | 403000000 | -3.000000 | 38.983261 | QAM256 | 34 |
35 | 411000000 | -3.299999 | 38.605377 | QAM256 | 35 |
36 | 419000000 | -3.400002 | 38.605377 | QAM256 | 36 |
37 | 427000000 | -3.700001 | 38.983261 | QAM256 | 37 |
38 | 435000000 | -3.799999 | 38.983261 | QAM256 | 38 |
39 | 443000000 | -3.299999 | 38.605377 | QAM256 | 39 |
40 | 451000000 | -4.500000 | 38.605377 | QAM256 | 40 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 21 | 0 |
10 | Locked | 37.355988 | 0 | 0 |
11 | Locked | 36.609653 | 0 | 0 |
12 | Locked | 37.636276 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.983261 | 4 | 0 |
24 | Locked | 38.605377 | 5 | 0 |
26 | Locked | 38.605377 | 4 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
32 | Locked | 38.983261 | 0 | 0 |
33 | Locked | 38.983261 | 0 | 0 |
34 | Locked | 38.983261 | 0 | 0 |
35 | Locked | 38.605377 | 0 | 0 |
36 | Locked | 38.605377 | 0 | 0 |
37 | Locked | 38.983261 | 0 | 0 |
38 | Locked | 38.983261 | 0 | 0 |
39 | Locked | 38.605377 | 0 | 0 |
40 | Locked | 38.605377 | 0 | 0 |
3.1 Downstream channels
41 | 96 | 4K | 1880 | QAM256 | 759 |
41 | Locked | 21 | -28.3 | 26 | 18 |
on 25-04-2022 10:03
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 47.770599 | 5120 KSym/sec | 64QAM | 5 |
2 | 60300000 | 47.770599 | 5120 KSym/sec | 64QAM | 4 |
3 | 39400000 | 46.770599 | 5120 KSym/sec | 64QAM | 8 |
4 | 46200000 | 47.020599 | 5120 KSym/sec | 64QAM | 6 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 25-04-2022 10:03
Time Priority Description
Mon Apr 25 07:41:42 2022 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 07:48:13 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 07:48:23 2022 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 07:50:53 2022 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:21:09 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:21:34 2022 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:27:01 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:27:13 2022 | 6 | CM-STATUS message sent. Event Type Code: 21; Chan ID: 41; 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; |
Mon Apr 25 08:28:05 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:28:06 2022 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 41; 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; |
Mon Apr 25 08:37:03 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:37:04 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:37:09 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:37:09 2022 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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; |
Mon Apr 25 08:37:21 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:37:27 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:38:03 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:38:03 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:38:15 2022 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 08:38:17 2022 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 25-04-2022 10:42
Your 3.1 Channel power is too low, should be above -6 and the QAM should be 4096. This will need fixed by VM.
Either phone in or wait here a day or two for a VM Mod to pick this up.
In the meantime, try a 60 second factory reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
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on 27-04-2022 11:09
Hey @WillRH,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I can see that you have spoken to the team and have arranged a technician visit to resolve these issues.
Please do let us know how the visit goes.
Regards,
Steven_L
on 29-04-2022 13:50
Hi Steven,
Thanks for the message.
The technician came out on Wednesday and identified a fault on the road. I saw this was being worked on Thursday but haven't heard anything since.
I'm not sure of the current status. When I do the online check, it still seems to suggest there is a fault, is the further work planned or needed?
Thanks
on 01-05-2022 16:41
Thanks for coming back to me with an update on your technician visit and the work being carried out in your street.
My turn now, I have looked into this and cannot see any further issues being logged on the system for your area.
How has your connection been running over the weekend?
Regards,
Steven_L
on 15-05-2022 20:11
Hi Steven,
The connection has been stable, but I'm not quite getting the speeds I was before.
On WIFI before, I was hitting the 500mb speeds. Since the upgrade, it seems to be consistently around the 2/300mb download.
Is there anything I can do to test the cause of this?
on 17-05-2022 20:27
HI WillRH.
How are things since your last post?
Gareth_L
on 26-05-2022 20:38
Hi Gareth_L,
Speeds are still within the 200/300mb range, I was hitting 500mb before the upgrade.
Is there anything I could be checking?