Virgin Media Community

[marcosscriven]

I've had the Hub 5 on a 1gbit contract for a few months now. It's been rock-solid. There's an attenuator attached (which was carried over from the Hub 4).

Software version LG-RDK_4.6.24-2206.7

This happened on Monday morning. I completely reset the hub and it seemed fine. Now two days later it's happening again.

The errors I see are:

warning

MDD message timeout

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

The current downstream signal stats are (edit - updated figures in post below)

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	306000000	1.2	40	QAM 256	22
2	138000000	2.9	40	QAM 256	1
3	146000000	2.7	41	QAM 256	2
4	154000000	2.7	41	QAM 256	3
5	162000000	2.6	41	QAM 256	4
6	170000000	2.5	41	QAM 256	5
7	178000000	2.5	41	QAM 256	6
8	186000000	2.4	41	QAM 256	7
9	194000000	2.6	41	QAM 256	8
10	202000000	2.4	41	QAM 256	9
11	210000000	2.4	41	QAM 256	10
12	218000000	2.3	41	QAM 256	11
13	226000000	2.2	40	QAM 256	12
14	234000000	2	41	QAM 256	13
15	242000000	2.1	41	QAM 256	14
16	250000000	2	41	QAM 256	15
17	258000000	2	41	QAM 256	16
18	266000000	1.9	41	QAM 256	17
19	274000000	1.5	40	QAM 256	18
20	282000000	1.5	40	QAM 256	19
21	290000000	1.4	40	QAM 256	20
22	298000000	1.3	40	QAM 256	21
23	314000000	1.1	40	QAM 256	23
24	322000000	1	40	QAM 256	24
25	330000000	0.8	40	QAM 256	25
26	338000000	0.7	39	QAM 256	26
27	346000000	0.6	40	QAM 256	27
28	354000000	0.5	40	QAM 256	28
29	362000000	0.6	40	QAM 256	29
30	370000000	0.7	40	QAM 256	30
31	378000000	0.6	40	QAM 256	31

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	0	0
2	Locked	40	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	40	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	39	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	0	0
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[marcosscriven]

After being up for a few minutes (after restarting) the figures are quite different:

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	298000000	6.8	41	QAM 256	21
2	138000000	8.6	39	QAM 256	1
3	146000000	8.4	38	QAM 256	2
4	154000000	8.3	38	QAM 256	3
5	162000000	8.2	39	QAM 256	4
6	170000000	8.1	40	QAM 256	5
7	178000000	8	40	QAM 256	6
8	186000000	8	41	QAM 256	7
9	194000000	8.2	41	QAM 256	8
10	202000000	8	41	QAM 256	9
11	210000000	7.9	41	QAM 256	10
12	218000000	7.8	41	QAM 256	11
13	226000000	7.6	41	QAM 256	12
14	234000000	7.5	41	QAM 256	13
15	242000000	7.5	41	QAM 256	14
16	250000000	7.5	41	QAM 256	15
17	258000000	7.5	41	QAM 256	16
18	266000000	7.4	41	QAM 256	17
19	274000000	7.1	41	QAM 256	18
20	282000000	7	41	QAM 256	19
21	290000000	7	41	QAM 256	20
22	306000000	6.7	41	QAM 256	22
23	314000000	6.7	40	QAM 256	23
24	322000000	6.6	40	QAM 256	24
25	330000000	6.3	40	QAM 256	25
26	338000000	6.3	40	QAM 256	26
27	346000000	6.2	40	QAM 256	27
28	354000000	6.1	40	QAM 256	28
29	362000000	6.1	40	QAM 256	29
30	370000000	6.2	40	QAM 256	30
31	378000000	6.2	40	QAM 256	31
Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	41	38	696
2	Locked	39	366	42
3	Locked	38	758	43
4	Locked	38	2373	43
5	Locked	39	48	43
6	Locked	40	47	41
7	Locked	40	6	42
8	Locked	41	172	685
9	Locked	41	968	655
10	Locked	41	279	142
11	Locked	41	150	168
12	Locked	41	1178	777
13	Locked	41	1181	159
14	Locked	41	904	56
15	Locked	41	634	181
16	Locked	41	1805	662
17	Locked	41	145	153
18	Locked	41	71	279
19	Locked	41	69	301
20	Locked	41	79	410
21	Locked	41	78	525
22	Locked	41	78	611
23	Locked	40	241	1006
24	Locked	40	253	1108
25	Locked	40	96	794
26	Locked	40	82	390
27	Locked	40	64	426
28	Locked	40	410	572
29	Locked	40	79	1499
30	Locked	40	2513	14654
31	Locked	40	2672	24070

[Megan_L]

Hi Macrosscriven 👋

We need to complete a Pin hole reset of the Hub in an attempt to resolve any unfound issues. Do this by holding a pen in the reset hole on the back of the Hub for 30 seconds. This will reboot the Hub and reset all Hub settings to default. If you have made any changes to the Hub's wireless settings you may need to reconnect your wireless devices to the Hub as the WiFi settings will now be back to default.

Our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. This means that the issues are most likely due to the equipment being used in the home.

All of the available checks have been performed on our network, however, you can also view the service status in your area.

Additionally, it is beneficial to reboot both your Hub and devices occasionally to help maintain a healthy network connection.

Thanks,

Megan_L

[marcosscriven]

I did the pin hole reset on Monday. It did not help.

[Akua_A]

Thank you for trying @marcosscriven

I have run a test on your service and I can see there may be issues with your hub power levels that may be affecting your service. For this reason, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,