Hub 5 - Multiple drops every day

[Ricksterm]

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

[techguyone]

Offshore...

Anyway, I'm now on my mobile as resetting the hub has resulted in a rapidly flashing white light only, so now no internet connectivity at all, guess it was the Hub failing at a whole TWO months and a week or so of use, so I'm on an upstairs only 1 bar mobile connection until Wednesday ...

[-tony-]

never come across a flashing white power light - thats certainly new - turn it off for a few minutes and see if that helps if not do another reset and post back - will flag the thread and see what VM have to say

[techguyone]

I tried multiple times, even disconnected the coax, I'm pretty sure a rapidly flashing white light (almost strobing) means end of the line for Hub5

[squee666]

getting multiple dynamic range violations aswell

[Kath_F]

Hi techguyone, 

Thanks for your post and apologies to hear that you are having an issue with your Hub 5 too. 

Checking our systems at this end I can see an engineer has been booked for you already. 

Please let us know how the visit goes. 

Take care,

[techguyone]

Engineer came, confirmed Hub 5 gone to heaven, replaced it with a Hub 4 as no one carries hub 5 spares. So I have Internet again, bit annoyed I had limited/no internet for 5 days though, VM should give me a discount. So you hub 5 owners, please note, mine lasted 2 months and 2 weeks before dying.

[markfree]

Hi,

Looks like we have been struck down with the weird Hub 5 drop out issue. Service has been rock solid until about a week ago.

I was hoping @Kath_F wouldn't mind have a look on the system if there were seeing issues on our line? Website is reporting all good.

Network Log

Time	Priority	Description
16-02-2022 07:19:12	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:59	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:58	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:51	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:49	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:29	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:12	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:09	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:01	notice	CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:18:00	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:57	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:42	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:33	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:30	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:27	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:27	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:26	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:09	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:17:07	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=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:44	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:41	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:29	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:24	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:15	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:15	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 2 3; New Profile: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:09	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 07:16:05	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 05:39:30	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 1; New Profile: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 05:39:30	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 04:34:11	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 04:33:52	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*:cf;CM-QOS=1.1;CM-VER=3.1;

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	39	7	8
2	Locked	38	9	6
3	Locked	39	7	10
4	Locked	39	5	10
5	Locked	39	0	12
6	Locked	39	0	14
7	Locked	39	1	16
8	Locked	39	6	9
9	Locked	39	10	6
10	Locked	39	6	10
11	Locked	40	1	13
12	Locked	39	0	12
13	Locked	40	0	13
14	Locked	40	1	13
15	Locked	40	3	13
16	Locked	40	9	7
17	Locked	40	9	7
18	Locked	40	0	15
19	Locked	40	0	15
20	Locked	40	0	9
21	Locked	40	0	13
22	Locked	40	0	13
23	Locked	40	1	14
24	Locked	40	4	10
25	Locked	40	0	14
26	Locked	40	0	15
27	Locked	40	0	12
28	Locked	40	0	8
29	Locked	40	0	7
30	Locked	40	0	22
31	Locked	40	1	36

[techguyone]

Don't pinhole reset it, that's what finally killed mine off for good.

[Kath_F]

Hi markfree, 

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

I'm sorry to hear that you are having an issue with your connection. 

Checking our systems, it looks as though we'll need to get an engineer out to help resolve things 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]

Hi markfree, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.