Menu
Reply
Kath_F
  • 31.8K
  • 1.22K
  • 2.55K
Forum Team
Forum Team
247 Views
Message 11 of 15
Flag for a moderator

Re: Hub 5 Constant Disconnections

Hi Karl5, 

Thanks for your post and welcome to the Community. It's great having you on board with us in the Forums. 

I'm sorry to hear you've been having some issues with your connection. Taking a look at our system, it does look as though your downstream power levels are not in the optimal range currently. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 


I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Kath_F
  • 31.8K
  • 1.22K
  • 2.55K
Forum Team
Forum Team
237 Views
Message 12 of 15
Flag for a moderator

Re: Hub 5 Constant Disconnections

Hi Karl, 

Thanks for coming back to me via private message. 

The visit from the engineer for tomorrow hasn't been booked on as such so it's likely the engineer is returning on his own accord. 

As this is already in progress, I'll hold off on booking another appointment for now. 

Please let us know how things go tomorrow and if you need further assistance, just let us know. 

Thanks, 

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Karl5
  • 10
  • 1
  • 1
Tuning in
199 Views
Message 13 of 15
Flag for a moderator

Re: Hub 5 Constant Disconnections

Engineer has been out and swapped the Hub 5 for another Hub 5. He said there has been some reports of issues with the firmware for the Hub 5 and this might be getting updated at some-point? I've updated the BQM with the new IP of the router and will monitor the network logs for MDD timeouts and/or other errors. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/217786016b41724525a2d12ce28dee478fc4da4b

 

0 Kudos
Reply
legacy1
  • 18.41K
  • 767
  • 1.92K
Alessandro Volta
193 Views
Message 14 of 15
Flag for a moderator

Re: Hub 5 Constant Disconnections

Maybe the hub 5 don't store packets buffered for the upstream too long to not cause a ping spike when there is a problem with your line so you get a packet loss?
---------------------------------------------------------------
0 Kudos
Reply
Karl5
  • 10
  • 1
  • 1
Tuning in
152 Views
Message 15 of 15
Flag for a moderator
Helpful Answer

Re: Hub 5 Constant Disconnections

So even with a new hub 5 I was still getting the same intermittent connection issues and MDD timeouts in the logs.

Got the engineer out again to try a Hub 4 instead. It's been a couple of days and not had a single disconnection and no packet loss on the BQM. Latency is a bit all over but that's not really an issue that I can see when I'm using my devices.

Based on that there are definitive issues with the Hub 5, probably firmware related. I'd advise anyone getting a hub 5 not too and ask for a hub 4 instead at least for the next 6-12 months, not worth the hassle.

Anyone experiencing MDD timeouts and other intermittent connection issues - if you recently got a hub 5 and have only started experiencing this since the hub 5 was installed, then I'd recommend replacing the hub 5 with a hub 4.