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Hub 4 - Lost MDD Timeout

WillRH
Joining in

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?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25331000000-2.59999838.983261QAM25625
10211000000-3.29999937.355988QAM25610
11219000000-3.00000036.609653QAM25611
12227000000-3.09999837.636276QAM25612
13235000000-3.20000137.636276QAM25613
14243000000-3.40000238.605377QAM25614
15251000000-3.40000238.605377QAM25615
16259000000-3.50000038.605377QAM25616
17267000000-3.20000138.605377QAM25617
18275000000-2.40000238.605377QAM25618
19283000000-2.29999938.605377QAM25619
20291000000-1.79999938.605377QAM25620
21299000000-1.59999838.983261QAM25621
22307000000-1.79999938.605377QAM25622
23315000000-2.40000238.983261QAM25623
24323000000-2.59999838.605377QAM25624
26339000000-2.09999838.605377QAM25626
27347000000-2.70000138.605377QAM25627
28355000000-2.40000238.983261QAM25628
29363000000-3.00000038.983261QAM25629
30371000000-3.29999938.983261QAM25630
31379000000-3.20000138.605377QAM25631
32387000000-2.90000238.983261QAM25632
33395000000-3.29999938.983261QAM25633
34403000000-3.00000038.983261QAM25634
35411000000-3.29999938.605377QAM25635
36419000000-3.40000238.605377QAM25636
37427000000-3.70000138.983261QAM25637
38435000000-3.79999938.983261QAM25638
39443000000-3.29999938.605377QAM25639
40451000000-4.50000038.605377QAM25640



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked38.983261210
10Locked37.35598800
11Locked36.60965300
12Locked37.63627600
13Locked37.63627600
14Locked38.60537700
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked38.60537700
21Locked38.98326100
22Locked38.60537700
23Locked38.98326140
24Locked38.60537750
26Locked38.60537740
27Locked38.60537700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.60537700
32Locked38.98326100
33Locked38.98326100
34Locked38.98326100
35Locked38.60537700
36Locked38.60537700
37Locked38.98326100
38Locked38.98326100
39Locked38.60537700
40Locked38.60537700


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
41964K1880QAM256759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
41Locked21-28.32618

 

10 REPLIES 10

WillRH
Joining in

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000047.7705995120 KSym/sec64QAM5
26030000047.7705995120 KSym/sec64QAM4
33940000046.7705995120 KSym/sec64QAM8
44620000047.0205995120 KSym/sec64QAM6



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

Time Priority Description

Mon Apr 25 07:41:42 20226CM-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 20225MIMO 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 20225RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 07:50:53 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:21:34 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:27:13 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:28:06 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:04 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:09 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:27 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:03 20226CM-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 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:17 20226CM-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;

Adduxi
Very Insightful Person
Very Insightful Person

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Steven_L
Forum Team
Forum Team

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

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

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

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?

 

HI WillRH. 

How are things since your last post?

Gareth_L

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?