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Hub 5 Dropping DOCSIS Connection

GeoBarb
On our wavelength

Hi people,

We recently installed a new VM Hub 5, but just as the last (Hub 3) the connection is still being dropped. This has happened twice in the past 24 hours or so and is regular occurrence.

Error in Network log file reads as follows:

Time Priority Description

20-04-2023 02:52:08noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
=3.1;
20-04-2023 02:52:08warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:52:01noticeREGISTRATION COMPLETE - Waiting for Operational status
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningDynamic Range Window violation
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:50noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:46noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:44warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:42noticeHonoring MDD; IP provisioning mode = IPv4
20-04-2023 02:51:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-04-2023 02:51:15criticalCable Modem Reboot via RG reboot command

 

Current Status

Item Status Comments

Acquired Downstream Channel(Hz)306000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000042.35120QAM 641
143100000425120QAM 642
23660000042.35120QAM 643
33010000041.85120QAM 644
42360000041.85120QAM 645

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000006.239QAM 25622
21380000002.837QAM 2561
31460000002.537QAM 2562
41540000002.738QAM 2563
51620000002.938QAM 2564
61700000003.138QAM 2565
71780000003.438QAM 2566
81860000003.638QAM 2567
9194000000438QAM 2568
102020000004.338QAM 2569
112100000004.138QAM 25610
122180000003.838QAM 25611
132260000003.738QAM 25612
142340000003.538QAM 25613
152420000003.838QAM 25614
162500000004.339QAM 25615
172580000004.839QAM 25616
182660000005.539QAM 25617
192740000005.739QAM 25618
202820000005.439QAM 25619
212900000005.739QAM 25620
222980000006.139QAM 25621
233140000006.239QAM 25623
243220000006.339QAM 25624
253300000006.640QAM 25625
263380000007.140QAM 25626
273460000006.840QAM 25627
283540000006.440QAM 25628
293620000006.640QAM 25629
303700000006.840QAM 25630
313780000006.940QAM 25631

 

More to follow..

1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

Setup a BQM now to record and monitor your incoming connection.   www.thinkbroadband.com/ping

This is the best evidence of a poor VM circuit, it's free and works 24 x7 to give up to date and historical evidence.  Every Broadband user should have one !

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

See where this Helpful Answer was posted

10 REPLIES 10

GeoBarb
On our wavelength

I'm waiting on a F connector coupler (male to male), so I can leave the attenuator in-place but eliminate the short coax extension lead. After this has been eliminated, I intend to have VM attend.

For what it's worth the VM Hub 5 is in modem mode. Dropouts have been occurring for a few years (with previous hubs). Will be leaving VM if they're unable to fix these issues. 

Any insight to what may be the cause would be much appreciated. Thanks

Adduxi
Very Insightful Person
Very Insightful Person

Setup a BQM now to record and monitor your incoming connection.   www.thinkbroadband.com/ping

This is the best evidence of a poor VM circuit, it's free and works 24 x7 to give up to date and historical evidence.  Every Broadband user should have one !

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

GeoBarb
On our wavelength

Thanks for the suggestion, I've had BQM running for this connection for a few years now. It shows that my traffic management is working well. It also shows this mornings outage:

 

0b2f4fa55554d05b01f4f1cb5ea3f80d65d5d149.png

GeoBarb
On our wavelength

Despite the fact that this is marked as "Answered" (in my original post at the top of the page), the issue remains. It's a little annoying that when you mark a post as 'helpful' this forum decides to mark the original post as "answered", without informing the user that this will be the case.

The issue remains.

GeoBarb
On our wavelength

Just giving this a gentle bump.

 

Any help regarding possibles causes would be much appreciated. 🙂

Hi @GeoBarb 

Welcome back to the community forums. 

Sorry to hear you're having service drop outs. I have checked the systems at our side and cannot see any issues in the area or with you hub specs that might be causing this. 

Do you have any 3rd party equipment plugged into the service at all? We would request that any 3rd party equipment or anything you have installed yourself to the network be disconnected to help us try locate any issues caused by Virgin Media equipment or network. 

Here to help 🙂
Virgin Media Forums Agent
Carley

GeoBarb
On our wavelength

Thank you for your reply.

I'm not using the VM Hub 5 in router mode, it's in MODEM mode - I'm using a third party router. I have monitoring software setup to ensure that this is functioning without issue. The issue is not with the router that I'm using.

GeoBarb
On our wavelength

Since this thread is wrongly marked as 'answered', I started a new thread that has more information here:

https://community.virginmedia.com/t5/Networking-and-WiFi/VM-Hub-5-Dropping-Internet-DOCSIS-Connectio...

 

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi GeoBarb, thanks for all the posts and updates on the thread and for sharing all the above information.

We'd love to assist, from our latest checks there are no issues found on our local network.

In order for us to be able to monitor your service and connection we'd need the hub to be switched back to router mode and disconnect/turn off all 3rd party equipment and software.

Once done, please pop us a message back here to confirm and we'll be checking this closely so we can best locate, isolate and fix the issue for you.

May we also ask if you're using any pods or boosters for your Wi Fi at the minute and how's the wireless signal in the house when the VM Wi Fi is on?

We hope this can help us identify the issue and help, let us know more.

Adri
Forum Team

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