Hub 5 Constant Disconnections

[Karl5]

I've recently installed the hub 5 and all devices in the house (including the TV via ethernet) experience disconnections frequently.

As previous posts suggested I have setup a broadband monitor and can see there is constant packet loss throughout the day.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/217786016b41724525a2d12ce28dee478f...

Previously I had the SuperHub 2ac and used a 3rd party netgear router which worked fine with little to no issues. I thought the new hub would mean I'd get a better experience not a worse one.

Can I get some help to sort this out please.

[legacy1]

Its a bit of a jump that your power levels might need looking at.

Are you using your own router with this hub 5?

[Karl5]

I'm only using the Hub 5, I used to use my own router when I had the SuperHub 2ac.

I think the below is what your asking for?

Downstream bonded channels

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

1 378000000 4.8 42 QAM 256 31
2 138000000 5.2 41 QAM 256 1
3 146000000 5 41 QAM 256 2
4 154000000 4.9 41 QAM 256 3
5 162000000 4.9 41 QAM 256 4
6 170000000 4.7 41 QAM 256 5
7 178000000 4.4 41 QAM 256 6
8 186000000 4.3 41 QAM 256 7
9 194000000 4.5 41 QAM 256 8
10 202000000 4.7 41 QAM 256 9
11 210000000 5 41 QAM 256 10
12 218000000 4.9 41 QAM 256 11
13 226000000 4.5 41 QAM 256 12
14 234000000 4.1 41 QAM 256 13
15 242000000 3.9 41 QAM 256 14
16 250000000 3.8 41 QAM 256 15
17 258000000 4 41 QAM 256 16
18 266000000 4.1 41 QAM 256 17
19 274000000 4.2 41 QAM 256 18
20 282000000 4.3 41 QAM 256 19
21 290000000 4.6 42 QAM 256 20
22 298000000 4.7 42 QAM 256 21
23 306000000 4.8 42 QAM 256 22
24 314000000 4.9 42 QAM 256 23
25 322000000 4.9 42 QAM 256 24
26 330000000 5 42 QAM 256 25
27 338000000 5.2 41 QAM 256 26
28 346000000 5.4 42 QAM 256 27
29 354000000 5.5 42 QAM 256 28
30 362000000 5.5 42 QAM 256 29
31 370000000 5.2 42 QAM 256 30

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 42 5120 QAM 64 1
2 53700000 41.5 5120 QAM 64 2
3 46200000 40.8 5120 QAM 64 3
4 39400000 40.8 5120 QAM 64 4

[legacy1]

Connect your better router to the hub and put it in modem mode with a new BQM and see if thats any better.

Do you have listed a Docsis 3.1 downstream channel?  

[Karl5]

Not sure where/how to check if I have a listed a Docsis 3.1 downstream channel? On the admin page it shows the below:

Standard specification compliant : DOCSIS 3.1

Hardware version : 1.1

This is the only area I can see that mentions DOCSIS 3.1.

I'll see how the connection is over the next 5 days and then I'll plug my own router in to see if it's any better. I suspect it will be as had no issues with it previously. I will point out I should not have to use my own router to get a stable consistent connection, especially since this Hub 5 is seemingly brand new etc.

[Karl5]

I've just been checking the network logs on the hub console and it appears this status message coincides with the temporary loss in connection:

MDD message timeout | followed by

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159;

CM-STATUS message sent. Event Type Code: 4; Chan ID: 159

Does anyone know what this means? and if it is the cause of the disconnections.

[Karl5]

Got an engineer out today.

Issue was to do with the brass f-coms and old isolator. Engineer replaced whatever needed replacing in both the house and at the box. Issue seems to be resolved. 

To note, anyone who is experiencing MDD timeouts, you will probably require an engineer to take a look at it.

[Karl5]

Unfortunately it's been less than 24 hours and I've already had another 2 disconnections after the engineer came out, it appears the fault is not yet fixed.

As before when I'm checking the network logs on the hub I'm still getting an MDD timeout and this coincides when all devices in the house lose connectivity to the internet. This only happens for about 30 seconds but happens on average every 3 hours or so.

Can anybody provide any help with this? Still waiting for an actual VM employee to pick this thread up...

[legacy1]

So your in modem mode?

you could connect a PC to the modem mode port (power hub off for 2mins and on) with a new BQM.

[Karl5]

I've tried in both modem mode with my own router and in router mode with the hub 5, same result.

Still getting MDD timeouts and the same packet loss. If you look on the BQM in the 1st post, the disconnections are happening every 2-3 hours right where the packet loss registers.