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Hub 4 & Now Hub 5 Disconnect 3-4 minutes every hour

DarkerFirestar
Joining in

Problem started a week ago, Internet drops out 3-4 minutes every hour.

  • Had problem with Hub 4 anyhow, just happened to get a Hub 5 during this period and swapping out made no difference
  • Used new cables but also swapped back to old cables to elminate those
  • Factory reset yet
  • Modem mode in use ususally, set back to standard and just had 1 device connection to Hub, same issue persists
  • Engineer coming out tomorrow morning so wanted to due my due diligence beforehand to help them out

Anyone see anything obvious:


Item Status Comments
Acquired Downstream Channel(Hz) 306000000 Locked
Ranged Upstream Channel(Hz) 60300000 Ranged
Provisioning State Online Operational

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 306000000 7.4 40 QAM 256 22
2 138000000 5 36 QAM 256 1
3 146000000 5.5 38 QAM 256 2
4 154000000 4.6 37 QAM 256 3
5 162000000 5.1 38 QAM 256 4
6 170000000 4.7 38 QAM 256 5
7 178000000 5.6 38 QAM 256 6
8 186000000 5.7 39 QAM 256 7
9 194000000 6.4 39 QAM 256 8
10 202000000 5.6 39 QAM 256 9
11 210000000 5.7 39 QAM 256 10
12 218000000 5.6 34 QAM 256 11
13 226000000 6.1 38 QAM 256 12
14 234000000 6 39 QAM 256 13
15 242000000 6.3 39 QAM 256 14
16 250000000 6.7 40 QAM 256 15
17 258000000 7 40 QAM 256 16
18 266000000 6.9 40 QAM 256 17
19 274000000 6.8 40 QAM 256 18
20 282000000 6.7 40 QAM 256 19
21 290000000 7.1 40 QAM 256 20
22 298000000 7.5 40 QAM 256 21
23 314000000 7.7 40 QAM 256 23
24 322000000 7.6 40 QAM 256 24
25 330000000 7.8 40 QAM 256 25
26 338000000 7.8 39 QAM 256 26
27 346000000 7.5 40 QAM 256 27
28 354000000 7.2 40 QAM 256 28
29 362000000 7.7 40 QAM 256 29
30 370000000 7.5 40 QAM 256 30
31 378000000 7.7 40 QAM 256 31
Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40 0 5
2 Locked 36 77514 7095654
3 Locked 38 1 763208
4 Locked 37 0 18387
5 Locked 38 0 52
6 Locked 38 0 67
7 Locked 38 0 247
8 Locked 39 0 22
9 Locked 39 0 5
10 Locked 39 0 9
11 Locked 39 0 6
12 Locked 34 0 177160
13 Locked 38 0 3
14 Locked 39 0 3
15 Locked 39 0 4
16 Locked 40 0 3
17 Locked 40 0 1
18 Locked 40 0 4
19 Locked 40 0 4
20 Locked 40 0 5
21 Locked 40 0 5
22 Locked 40 0 5
23 Locked 40 0 7
24 Locked 40 0 4
25 Locked 40 0 5
26 Locked 39 0 4
27 Locked 40 0 2
28 Locked 40 0 2
29 Locked 40 0 2
30 Locked 40 0 1
31 Locked 40 0 0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 50.5 5120 QAM 64 1
2 53700000 51.3 5120 QAM 64 2
3 46200000 51.5 5120 QAM 64 3
4 39400000 51.5 5120 QAM 64 4
Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
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

Network access Allowed
Maximum Number of CPEs 3
Baseline Privacy Enabled
DOCSIS Mode 3.1
Config file cmreg-vmdg660-bbt053+voc-b.cm
Primary Downstream Service Flow

SFID 302808
Max Traffic Rate 575000000 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
SFID 302810
Max Traffic Rate 128000 bps
Max Traffic Burst 3044 bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow

SFID 302807
Max Traffic Rate 38520000 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort
SFID 302809
Max Traffic Rate 128000 bps
Max Traffic Burst 3044 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 1522 bytes
Scheduling Type Best Effort

Network Log (I overwrrote XXXX MAC addresses) 

Time Priority Description
06-02-2022 14:24:37 notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:17 notice REGISTRATION COMPLETE - Waiting for Operational status
06-02-2022 14:24:11 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:10 notice TLV-11 - unrecognized OID;CM-MAC=XXXXCMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:07 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:05 notice Honoring MDD; IP provisioning mode = IPv4
06-02-2022 14:24:05 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:04 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX:05;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:24:00 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:23:59 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:23:59 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:23:59 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:23:59 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2022 14:22:19 critical Cable Modem Reboot from SNMP
06-02-2022 13:40:53 critical Cable Modem Reboot from SNMP
06-02-2022 11:48:39 critical Cable Modem Reboot from SNMP
06-02-2022 10:07:47 critical Cable Modem Reboot from SNMP
06-02-2022 08:24:34 critical Cable Modem Reboot from SNMP
06-02-2022 07:34:26 critical Cable Modem Reboot from SNMP
06-02-2022 05:56:06 critical Cable Modem Reboot from SNMP
06-02-2022 05:36:46 critical Cable Modem Reboot from SNMP
06-02-2022 03:22:39 critical Cable Modem Reboot from SNMP
06-02-2022 02:07:33 critical Cable Modem Reboot from SNMP
05-02-2022 23:34:13 critical Cable Modem Reboot from SNMP
05-02-2022 22:47:06 critical Cable Modem Reboot from SNMP
05-02-2022 21:44:03 critical Cable Modem Reboot from SNMP

1 ACCEPTED SOLUTION

Accepted Solutions

gary_dexter
Alessandro Volta

There’s noise on the downstream line and your upstream levels are too high.

Unless there’s an area issue you’ll need an engineer. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

See where this Helpful Answer was posted

4 REPLIES 4

gary_dexter
Alessandro Volta

There’s noise on the downstream line and your upstream levels are too high.

Unless there’s an area issue you’ll need an engineer. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @DarkerFirestar,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you're having some ongoing issues with your broadband connection! I can understand how frustrating this can be.

I was able to run some further checks on our systems, and I can see that there are some ongoing issues with your upstream and downstream power levels, which can impact your connection. 

Unfortunately, we're unable to resolve this issue remotely, so I will have to arrange for a technician appointment. I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


That's much appreciated Pauline, Good news is that the Engineer has been out, he was very good, tracked all cables and tested, I am also very close to the street box. However, he was going to replace the pavement to house cable and we found that a hedge had grown through the conduit trapping it in place, so he put in a call to get the cable team out to replace that for me, so hopefully once that's done all will be well. Thanks again for the responses here and great to be part of the community.

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Do keep us updated with how things get on DarkerFirestar. 

 

Kind regards,

Zak_M