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Hub 5 - Multiple drops every day

Ricksterm
Dialled in

Hello,

We were upgraded to the Hub 5 from the Hub 3 this week and the connection is no longer stable after being completely stable for a long time on the Hub 3 as notorious for issues as it is.

Multiple times a day the internet will disconnect on both wireless and wired devices for 30 - 90 seconds. In the log each time this happens (without fail) is MDD Message Timeout

Time Priority Description

28-01-2022 14:10:14warningDynamic Range Window violation
28-01-2022 14:10:14warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=*;CMTS-MAC=*:42;CM-QOS=1.1;CM-VER=3.1;
28-01-2022 13:29:43noticeCM-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;
28-01-2022 13:28:38noticeCM-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;
28-01-2022 13:28:19warningMDD message timeout;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
28-01-2022 11:30:28noticeCM-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;
28-01-2022 11:29:28noticeCM-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;
28-01-2022 11:29:06warningMDD message timeout;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;

 

Note: DS Power levels were lowered in the past using a 10dB FPA which is currently in place, they are around 11dBmV without this.

13300000001.541QAM 25625
21380000000.939QAM 2561
3146000000-1.239QAM 2562
4154000000-1.139QAM 2563
51620000000.940QAM 2564
61700000000.740QAM 2565
71780000000.540QAM 2566
81860000000.240QAM 2567
91940000000.140QAM 2568
10202000000040QAM 2569
112100000000.140QAM 25610
122180000000.340QAM 25611
132260000000.540QAM 25612
142340000000.540QAM 25613
152420000000.640QAM 25614
162500000000.640QAM 25615
172580000000.340QAM 25616
182660000000.140QAM 25617
192740000000.240QAM 25618
202820000000.540QAM 25619
212900000000.940QAM 25620
222980000001.140QAM 25621
233060000001.340QAM 25622
243140000001.441QAM 25623
253220000001.440QAM 25624
263380000001.640QAM 25626
273460000001.740QAM 25627
283540000001.741QAM 25628
293620000001.741QAM 25629
303700000001.641QAM 25630
313780000001.541QAM 25631
36 REPLIES 36

Ricksterm
Dialled in
1Locked4102
2Locked390426
3Locked390382
4Locked390199
5Locked40084
6Locked40061
7Locked40065
8Locked40073
9Locked40068
10Locked40065
11Locked40082
12Locked40066
13Locked40059
14Locked40054
15Locked40026
16Locked40018
17Locked4001
18Locked4001
19Locked4000
20Locked4002
21Locked4001
22Locked4001
23Locked4001
24Locked4100
25Locked4006
26Locked4003
27Locked4002
28Locked4101
29Locked4100
30Locked4107
31Locked4103

 

16030000042.35120QAM 641
25370000041.85120QAM 642
34620000041.85120QAM 643
43940000041.35120QAM 644

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Acquired Downstream Channel(Hz)330000000Locked
Ranged Upstream Channel(Hz)60300000Ranged
Provisioning StateOnlineOperational

jbrennand
Very Insightful Person
Very Insightful Person
You are effectively beta-testing a Hub that is not on general release yet. Call in and insist that they reactivate your old Hub3 and return the Hub5 as it is not fit for your purpose.

If you dont have it, insist they send one out.

--------------------
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.

Ricksterm
Dialled in

This is still an ongoing issue, I have spoken to both whatsapp chat and on the phone and both times I was fobbed off, The person on the phone said she had exhausted all of her troubleshooting options and decided to "refer it". Supposedly I should have had a call back within three days but that never happened.

Think Broadband Live Graph 

Perhaps I should have been more demanding of a solution on the phone but my energy is just a bit exhausted regarding this.

A note: I found in a drawer a 6dB Wideband Attenuator that I was told elsewhere would be better suited and this did settle some of the problems in the network log, but the repeating MDD timeouts (and resulting no connection for a couple of minutes each time) have continued to come, they don't happen all day and seem to be mostly in the afternoon and evening.

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

13300000005.941QAM 25625
21380000003.339QAM 2561
31460000003.239QAM 2562
41540000003.340QAM 2563
51620000003.640QAM 2564
61700000003.740QAM 2565
7178000000440QAM 2566
81860000004.240QAM 2567
91940000004.540QAM 2568
102020000004.540QAM 2569
112100000004.440QAM 25610
122180000004.140QAM 25611
13226000000440QAM 25612
142340000003.940QAM 25613
152420000003.940QAM 25614
162500000003.940QAM 25615
172580000004.140QAM 25616
182660000004.240QAM 25617
192740000004.540QAM 25618
202820000004.840QAM 25619
212900000005.240QAM 25620
222980000005.440QAM 25621
233060000005.741QAM 25622
243140000005.841QAM 25623
253220000005.941QAM 25624
263380000006.141QAM 25626
273460000006.241QAM 25627
283540000006.241QAM 25628
293620000006.141QAM 25629
30370000000641QAM 25630
313780000005.941QAM 25631

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked4100
2Locked3906
3Locked39010
4Locked4002
5Locked4001
6Locked4000
7Locked4003
8Locked4003
9Locked4001
10Locked4002
11Locked4005
12Locked4002
13Locked4000
14Locked4003
15Locked4003
16Locked4005
17Locked4004
18Locked4002
19Locked4002
20Locked4005
21Locked4001
22Locked4004
23Locked4101
24Locked4103
25Locked4100
26Locked4101
27Locked4102
28Locked4103
29Locked4107
30Locked41011
31Locked41015

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030000047.55120QAM 641
25370000047.55120QAM 642
34620000047.55120QAM 643
439400000475120QAM 644

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

@Ricksterm you absolutely won’t get a callback, the customer services person you spoke to had come to the end of their pre-scripted list, didn’t know what else to do and just fobbed you off! But at least it let them chalk up another close call.

As @jbrennand correctly advised some time ago, you need to revert back to the hub 3.

What you need to do is call back, ‘follow the thinking of leaving us’ option which, especially if you call at about 8am, gets you through to a UK based agent who is usually better placed to sort stuff out. Tell them that you request, no demand, to be put back on an earlier model hub as the one you have is simply not working, and also you object to being sent out equipment without being properly advised that it was in a ‘test phase’ and may well have bugs and other issues. Otherwise you want to leave VM without penalty on the grounds that they are failing in their duty to provide a service with reasonable skill and care.

Hi Ricksterm, 

Thanks for your post and apologies to hear you're having an issue with your services since your new Hub was installed. 

I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. I have sent you a private message regarding this and will investigate further once I receive your reply. 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? Check out the do's and don'ts, in our Community FAQs


Hi Ricksterm, 

Thanks for coming back to me via private message on this one. 

I have taken a look at our systems and can see the connection has been monitored since you spoke to the agent however everything came back clear. 

All power and signal levels are optimal and I can't see anything that would account for the issues you are having. 

The only thing I can advise is that if you are still having the issues since yesterday, then it may be worth speaking to the team to revert back to your previous Hub. 

Let us know how things go. 

Thanks, 

Kath_F
Forum Team

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


are the numbers in the Post-RS box still going up?


*****
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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

Ricksterm
Dialled in

@Kath_F There definitely seems to be an issue with the Hub 5, I have seen other people with this same issue, It does seem that the only fix so far has been to replace the hub with an older model (I would rather not need to do this because the Hub 5 has some decent features like WiFi 6/WPA 3).

@jem101 I did call them on Friday morning but didn't go as far as what you suggested, but it seems I will have no other option now.

@gary_dexter It seems to count up a few Post RS Errors from time to time, these are counts since the agent restarted it on Friday morning:

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked4101
2Locked3902
3Locked3903
4Locked3907
5Locked4001
6Locked4001
7Locked4000
8Locked4001
9Locked4001
10Locked4000
11Locked4001
12Locked4003
13Locked4002
14Locked4002
15Locked4001
16Locked4005
17Locked4004
18Locked4003
19Locked4002
20Locked4001
21Locked4002
22Locked4001
23Locked4000
24Locked4101
25Locked4001
26Locked4000
27Locked4101
28Locked4103
29Locked4103
30Locked41022
31Locked41046

 

What is really, quite frustrating is that this product is a soft launch, all without telling customers who have been offered it that they are essentially a guineapig for the product and that there is no Trials Team to relay issues that customers have had with the product/firmware, I say this as someone who trialed the Hub 3 and had a white one. Things weren't amazing then, but it was obviously a trial and there was at least a coherant Trialists discussion regarding the product and the issues.

 


@Ricksterm wrote:

@Kath_F There definitely seems to be an issue with the Hub 5, I have seen other people with this same issue, It does seem that the only fix so far has been to replace the hub with an older model (I would rather not need to do this because the Hub 5 has some decent features like WiFi 6/WPA 3).

@jem101 I did call them on Friday morning but didn't go as far as what you suggested, but it seems I will have no other option now.

@gary_dexter It seems to count up a few Post RS Errors from time to time, these are counts since the agent restarted it on Friday morning:

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked4101
2Locked3902
3Locked3903
4Locked3907
5Locked4001
6Locked4001
7Locked4000
8Locked4001
9Locked4001
10Locked4000
11Locked4001
12Locked4003
13Locked4002
14Locked4002
15Locked4001
16Locked4005
17Locked4004
18Locked4003
19Locked4002
20Locked4001
21Locked4002
22Locked4001
23Locked4000
24Locked4101
25Locked4001
26Locked4000
27Locked4101
28Locked4103
29Locked4103
30Locked41022
31Locked41046

 

What is really, quite frustrating is that this product is a soft launch, all without telling customers who have been offered it that they are essentially a guineapig for the product and that there is no Trials Team to relay issues that customers have had with the product/firmware, I say this as someone who trialed the Hub 3 and had a white one. Things weren't amazing then, but it was obviously a trial and there was at least a coherant Trialists discussion regarding the product and the issues.

 


The Post-RS errors should be on zero.

I would first double check all the cabling is secure.

Power the hub off and remove and re-seat the white coax cable at both ends (hub and wall box) and make sure it’s nice and tight.

Then power the hub back on again and check if you still get any Post-RS errors


*****
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