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Hub 5 Keeps Randomly Dropping

Covad1983
Tuning in

Virgin Media upgraded my wifi router to the Hub 5 but now I lost connection roughly every hour for roughly 2mins.  It’s incredibly annoying.

I have Amazon Eero mesh wifi set-up (which was working fine on Hub 4) but I don’t think that the problem as other hardware connected to the Hub also loses connection.  The Hub 5 has wifi disabled so it’s effectively in modem mode (but not actually in modem mode as that messed things up for some reason).

Virgin support on the phone have been dismissive and unhelpful, requesting me to hard reset the router and wait 24 hours but I’ve done this and it’s still a problem.  

Anyone any other suggestions on how to diagnose the problem rather than just resetting the router.

I’m really fed-up.

10 REPLIES 10

Joseph_B
Forum Team
Forum Team

Hey there @Covad1983,

Welcome back to the Community Forums and thanks for the post 😊 Super sorry to hear about your WIFI drop outs you have been experiencing with our services 😢

Having checked into our systems I can see you spoke to one of our team since this post, were they able to assist you with your query and get your issue resolved? You can check any orders or appointments they may have booked in our system by checking 👉 here on your my VM account.

Hope to hear back from you soon, cheers Joe

Hi,

 

Thanks for your reply.

 

No, all I was told was to reset the router and then when that failed she said I needed an engineer to visit.  

I don’t understand why you can’t be monitoring this yourselves and identifying the issue remotely.

Hi Covad1983,

Thanks for getting back to us.

We cover a huge network, and some issues can be highly localised or even unique to individual customers. The issue could be due to damage to internal or external cabling and so if customers don't notify us, we are unable to investigate and offer further support.

We can see that you have had your visit, how did it go?

Beth

Our engineer was very friendly and changed a number of pieces of kit.

 

Unfortunately, the problem persists. I’m very fed up you’re still unable to fix this.  What do you propose are the next steps,

jbrennand
Very Insightful Person
Very Insightful Person

Why not try the eero's with the Hub in modem mode again. It may just have not been set up in the correct sequence - this one......
________________________
Set the first eero unit to have its WAN port set to be in.. Dynamic/Automatic IP or DHCP (& Nat) mode, Then, disconnect all cables from all eero's units and switch them off and unplug them.

Then, put the VM Hub into modem mode and wait for the set up to complete and light to go "steady white"

Once it’s in modem mode, the VM hub “MUST” then be powered off. Switch your first eero back on on and make sure it’s fully initialised (leave 5 min) and then put in the Cat6a ethernet cable from its WAN port to the VM hub - use its 2.5 GB port for that

NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection. Use the recommended App to connect the other eero units to the first one.

This order only needs to be done the first time you connect the eero's router to the VM hub.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thank you for your suggestion and taking the time to post.

 

im not sure that’s the solution as other devices plugged into the hub also drop at the same time, for example, Sky TV.  So I’m presuming that as everything drops, then it’s down to the hub or the connection.

 

thanks again though.

Tudor
Very Insightful Person
Very Insightful Person

Could you please provide some stats so we can look at the condition of your circuit. 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.
    • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Hi,

 

Thanks for this, as requested…

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-1.641QAM 2561
2147000000-1.142QAM 2562
31550000000.842QAM 2563
4163000000-142QAM 2564
51710000000.642QAM 2565
61790000000.142QAM 2566
71870000000.943QAM 2567
81950000001.943QAM 2568
92030000002.143QAM 2569
102110000002.843QAM 25610
112190000002.943QAM 25611
12227000000343QAM 25612
132350000002.743QAM 25613
142430000003.143QAM 25614
152510000003.343QAM 25615
16259000000443QAM 25616
17267000000443QAM 25617
182750000004.343QAM 25618
192830000004.343QAM 25619
202910000004.744QAM 25620
212990000004.744QAM 25621
223070000004.944QAM 25622
233150000004.844QAM 25623
243230000004.944QAM 25624
253310000004.544QAM 25625
263390000004.444QAM 25626
273470000004.244QAM 25627
283550000003.844QAM 25628
293630000003.643QAM 25629
303710000003.444QAM 25630
313790000003.644QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked422347
3Locked422263
4Locked423542
5Locked422740
6Locked421427
7Locked431159
8Locked432457
9Locked432046
10Locked432263
11Locked432151
12Locked431058
13Locked4320
14Locked4300
15Locked4300
16Locked4300
17Locked4310
18Locked4320
19Locked4300
20Locked44872247
21Locked441041987
22Locked443031957
23Locked441502016
24Locked4430
25Locked441721853
26Locked442472105
27Locked441762210
28Locked44911964
29Locked431582185
30Locked446949
31Locked442092185

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.35120QAM 649
143100000485120QAM 6410
236600000475120QAM 6411
330100000475120QAM 6412
42360000046.35120QAM 6413


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description
19-03-2023 20:30:45noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 20:28:54noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 20:28:46warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 18:28:17noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 18:26:50noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 18:26:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 18:17:05noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 18:14:14noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 18:14:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 13:28:02noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 13:26:44noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 13:26:44warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 12:57:56noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 12:56:32noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 12:56:24warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 12:05:18warningDBC-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;
19-03-2023 12:05:18noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 11:03:31warningDBC-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;
19-03-2023 11:03:31noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 11:00:54noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 10:59:25noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 10:59:18warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 09:33:54noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 09:32:58noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 09:32:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 09:16:26noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
19-03-2023 09:15:06noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
19-03-2023 09:15:04warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 09:13:45noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 09:13:45warningDBC-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;
19-03-2023 08:04:16noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2023 08:04:16warningDBC-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;
 

Hi there @Covad1983 

 

I'm so sorry to hear that these issues have continued, I have had a look on our side and I can see there are a few issues that I do think would require another visit from an engineer to best resolve.

 

I will pop you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.