on 28-01-2022 14:53
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 14:10:14 | warning | Dynamic Range Window violation |
28-01-2022 14:10:14 | warning | RNG-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 13:29:43 | notice | CM-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 13:28:38 | notice | CM-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 13:28:19 | warning | MDD message timeout;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1; |
28-01-2022 11:30:28 | notice | CM-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 11:29:28 | notice | CM-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 11:29:06 | warning | MDD 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.
1 | 330000000 | 1.5 | 41 | QAM 256 | 25 |
2 | 138000000 | 0.9 | 39 | QAM 256 | 1 |
3 | 146000000 | -1.2 | 39 | QAM 256 | 2 |
4 | 154000000 | -1.1 | 39 | QAM 256 | 3 |
5 | 162000000 | 0.9 | 40 | QAM 256 | 4 |
6 | 170000000 | 0.7 | 40 | QAM 256 | 5 |
7 | 178000000 | 0.5 | 40 | QAM 256 | 6 |
8 | 186000000 | 0.2 | 40 | QAM 256 | 7 |
9 | 194000000 | 0.1 | 40 | QAM 256 | 8 |
10 | 202000000 | 0 | 40 | QAM 256 | 9 |
11 | 210000000 | 0.1 | 40 | QAM 256 | 10 |
12 | 218000000 | 0.3 | 40 | QAM 256 | 11 |
13 | 226000000 | 0.5 | 40 | QAM 256 | 12 |
14 | 234000000 | 0.5 | 40 | QAM 256 | 13 |
15 | 242000000 | 0.6 | 40 | QAM 256 | 14 |
16 | 250000000 | 0.6 | 40 | QAM 256 | 15 |
17 | 258000000 | 0.3 | 40 | QAM 256 | 16 |
18 | 266000000 | 0.1 | 40 | QAM 256 | 17 |
19 | 274000000 | 0.2 | 40 | QAM 256 | 18 |
20 | 282000000 | 0.5 | 40 | QAM 256 | 19 |
21 | 290000000 | 0.9 | 40 | QAM 256 | 20 |
22 | 298000000 | 1.1 | 40 | QAM 256 | 21 |
23 | 306000000 | 1.3 | 40 | QAM 256 | 22 |
24 | 314000000 | 1.4 | 41 | QAM 256 | 23 |
25 | 322000000 | 1.4 | 40 | QAM 256 | 24 |
26 | 338000000 | 1.6 | 40 | QAM 256 | 26 |
27 | 346000000 | 1.7 | 40 | QAM 256 | 27 |
28 | 354000000 | 1.7 | 41 | QAM 256 | 28 |
29 | 362000000 | 1.7 | 41 | QAM 256 | 29 |
30 | 370000000 | 1.6 | 41 | QAM 256 | 30 |
31 | 378000000 | 1.5 | 41 | QAM 256 | 31 |
on 28-01-2022 14:55
1 | Locked | 41 | 0 | 2 |
2 | Locked | 39 | 0 | 426 |
3 | Locked | 39 | 0 | 382 |
4 | Locked | 39 | 0 | 199 |
5 | Locked | 40 | 0 | 84 |
6 | Locked | 40 | 0 | 61 |
7 | Locked | 40 | 0 | 65 |
8 | Locked | 40 | 0 | 73 |
9 | Locked | 40 | 0 | 68 |
10 | Locked | 40 | 0 | 65 |
11 | Locked | 40 | 0 | 82 |
12 | Locked | 40 | 0 | 66 |
13 | Locked | 40 | 0 | 59 |
14 | Locked | 40 | 0 | 54 |
15 | Locked | 40 | 0 | 26 |
16 | Locked | 40 | 0 | 18 |
17 | Locked | 40 | 0 | 1 |
18 | Locked | 40 | 0 | 1 |
19 | Locked | 40 | 0 | 0 |
20 | Locked | 40 | 0 | 2 |
21 | Locked | 40 | 0 | 1 |
22 | Locked | 40 | 0 | 1 |
23 | Locked | 40 | 0 | 1 |
24 | Locked | 41 | 0 | 0 |
25 | Locked | 40 | 0 | 6 |
26 | Locked | 40 | 0 | 3 |
27 | Locked | 40 | 0 | 2 |
28 | Locked | 41 | 0 | 1 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 7 |
31 | Locked | 41 | 0 | 3 |
1 | 60300000 | 42.3 | 5120 | QAM 64 | 1 |
2 | 53700000 | 41.8 | 5120 | QAM 64 | 2 |
3 | 46200000 | 41.8 | 5120 | QAM 64 | 3 |
4 | 39400000 | 41.3 | 5120 | QAM 64 | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Acquired Downstream Channel(Hz) | 330000000 | Locked |
Ranged Upstream Channel(Hz) | 60300000 | Ranged |
Provisioning State | Online | Operational |
on 28-01-2022 15:05
on 10-02-2022 15:42
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.
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
1 | 330000000 | 5.9 | 41 | QAM 256 | 25 |
2 | 138000000 | 3.3 | 39 | QAM 256 | 1 |
3 | 146000000 | 3.2 | 39 | QAM 256 | 2 |
4 | 154000000 | 3.3 | 40 | QAM 256 | 3 |
5 | 162000000 | 3.6 | 40 | QAM 256 | 4 |
6 | 170000000 | 3.7 | 40 | QAM 256 | 5 |
7 | 178000000 | 4 | 40 | QAM 256 | 6 |
8 | 186000000 | 4.2 | 40 | QAM 256 | 7 |
9 | 194000000 | 4.5 | 40 | QAM 256 | 8 |
10 | 202000000 | 4.5 | 40 | QAM 256 | 9 |
11 | 210000000 | 4.4 | 40 | QAM 256 | 10 |
12 | 218000000 | 4.1 | 40 | QAM 256 | 11 |
13 | 226000000 | 4 | 40 | QAM 256 | 12 |
14 | 234000000 | 3.9 | 40 | QAM 256 | 13 |
15 | 242000000 | 3.9 | 40 | QAM 256 | 14 |
16 | 250000000 | 3.9 | 40 | QAM 256 | 15 |
17 | 258000000 | 4.1 | 40 | QAM 256 | 16 |
18 | 266000000 | 4.2 | 40 | QAM 256 | 17 |
19 | 274000000 | 4.5 | 40 | QAM 256 | 18 |
20 | 282000000 | 4.8 | 40 | QAM 256 | 19 |
21 | 290000000 | 5.2 | 40 | QAM 256 | 20 |
22 | 298000000 | 5.4 | 40 | QAM 256 | 21 |
23 | 306000000 | 5.7 | 41 | QAM 256 | 22 |
24 | 314000000 | 5.8 | 41 | QAM 256 | 23 |
25 | 322000000 | 5.9 | 41 | QAM 256 | 24 |
26 | 338000000 | 6.1 | 41 | QAM 256 | 26 |
27 | 346000000 | 6.2 | 41 | QAM 256 | 27 |
28 | 354000000 | 6.2 | 41 | QAM 256 | 28 |
29 | 362000000 | 6.1 | 41 | QAM 256 | 29 |
30 | 370000000 | 6 | 41 | QAM 256 | 30 |
31 | 378000000 | 5.9 | 41 | QAM 256 | 31 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 41 | 0 | 0 |
2 | Locked | 39 | 0 | 6 |
3 | Locked | 39 | 0 | 10 |
4 | Locked | 40 | 0 | 2 |
5 | Locked | 40 | 0 | 1 |
6 | Locked | 40 | 0 | 0 |
7 | Locked | 40 | 0 | 3 |
8 | Locked | 40 | 0 | 3 |
9 | Locked | 40 | 0 | 1 |
10 | Locked | 40 | 0 | 2 |
11 | Locked | 40 | 0 | 5 |
12 | Locked | 40 | 0 | 2 |
13 | Locked | 40 | 0 | 0 |
14 | Locked | 40 | 0 | 3 |
15 | Locked | 40 | 0 | 3 |
16 | Locked | 40 | 0 | 5 |
17 | Locked | 40 | 0 | 4 |
18 | Locked | 40 | 0 | 2 |
19 | Locked | 40 | 0 | 2 |
20 | Locked | 40 | 0 | 5 |
21 | Locked | 40 | 0 | 1 |
22 | Locked | 40 | 0 | 4 |
23 | Locked | 41 | 0 | 1 |
24 | Locked | 41 | 0 | 3 |
25 | Locked | 41 | 0 | 0 |
26 | Locked | 41 | 0 | 1 |
27 | Locked | 41 | 0 | 2 |
28 | Locked | 41 | 0 | 3 |
29 | Locked | 41 | 0 | 7 |
30 | Locked | 41 | 0 | 11 |
31 | Locked | 41 | 0 | 15 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 47.5 | 5120 | QAM 64 | 1 |
2 | 53700000 | 47.5 | 5120 | QAM 64 | 2 |
3 | 46200000 | 47.5 | 5120 | QAM 64 | 3 |
4 | 39400000 | 47 | 5120 | QAM 64 | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 10-02-2022 16:52
@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.
on 13-02-2022 10:43
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,
on 13-02-2022 14:01
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,
on 13-02-2022 14:06
are the numbers in the Post-RS box still going up?
on 13-02-2022 14:32
@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
1 | Locked | 41 | 0 | 1 |
2 | Locked | 39 | 0 | 2 |
3 | Locked | 39 | 0 | 3 |
4 | Locked | 39 | 0 | 7 |
5 | Locked | 40 | 0 | 1 |
6 | Locked | 40 | 0 | 1 |
7 | Locked | 40 | 0 | 0 |
8 | Locked | 40 | 0 | 1 |
9 | Locked | 40 | 0 | 1 |
10 | Locked | 40 | 0 | 0 |
11 | Locked | 40 | 0 | 1 |
12 | Locked | 40 | 0 | 3 |
13 | Locked | 40 | 0 | 2 |
14 | Locked | 40 | 0 | 2 |
15 | Locked | 40 | 0 | 1 |
16 | Locked | 40 | 0 | 5 |
17 | Locked | 40 | 0 | 4 |
18 | Locked | 40 | 0 | 3 |
19 | Locked | 40 | 0 | 2 |
20 | Locked | 40 | 0 | 1 |
21 | Locked | 40 | 0 | 2 |
22 | Locked | 40 | 0 | 1 |
23 | Locked | 40 | 0 | 0 |
24 | Locked | 41 | 0 | 1 |
25 | Locked | 40 | 0 | 1 |
26 | Locked | 40 | 0 | 0 |
27 | Locked | 41 | 0 | 1 |
28 | Locked | 41 | 0 | 3 |
29 | Locked | 41 | 0 | 3 |
30 | Locked | 41 | 0 | 22 |
31 | Locked | 41 | 0 | 46 |
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.
on 13-02-2022 14:51
@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
1 Locked 41 0 1 2 Locked 39 0 2 3 Locked 39 0 3 4 Locked 39 0 7 5 Locked 40 0 1 6 Locked 40 0 1 7 Locked 40 0 0 8 Locked 40 0 1 9 Locked 40 0 1 10 Locked 40 0 0 11 Locked 40 0 1 12 Locked 40 0 3 13 Locked 40 0 2 14 Locked 40 0 2 15 Locked 40 0 1 16 Locked 40 0 5 17 Locked 40 0 4 18 Locked 40 0 3 19 Locked 40 0 2 20 Locked 40 0 1 21 Locked 40 0 2 22 Locked 40 0 1 23 Locked 40 0 0 24 Locked 41 0 1 25 Locked 40 0 1 26 Locked 40 0 0 27 Locked 41 0 1 28 Locked 41 0 3 29 Locked 41 0 3 30 Locked 41 0 22 31 Locked 41 0 46
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