Hub 5 constant disconnections

[Cyborgmatt]

Upgraded to GIG1 earlier this year, been getting multiple daily disconnections lately. Hub 5 is running in modem mode. Not an issue with my router, seems to be related to the hub or the connection itself.

Status

Item Status Comments

Acquired Downstream Channel(Hz)	138000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream

Downstream bonded channels

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

1	138000000	0.3	41	QAM 256	1
2	146000000	0.6	41	QAM 256	2
3	154000000	0.8	41	QAM 256	3
4	162000000	-1.1	41	QAM 256	4
5	170000000	-1.3	41	QAM 256	5
6	178000000	-1.5	41	QAM 256	6
7	186000000	-1.5	41	QAM 256	7
8	194000000	-1.5	41	QAM 256	8
9	202000000	-1.4	41	QAM 256	9
10	210000000	-1.5	41	QAM 256	10
11	218000000	-1.6	41	QAM 256	11
12	226000000	-1.8	40	QAM 256	12
13	234000000	-1.9	41	QAM 256	13
14	242000000	-2	41	QAM 256	14
15	250000000	-2.2	40	QAM 256	15
16	258000000	-2.3	40	QAM 256	16
17	266000000	-2.3	40	QAM 256	17
18	274000000	-2.4	40	QAM 256	18
19	282000000	-2.4	40	QAM 256	19
20	290000000	-2.4	39	QAM 256	20
21	298000000	-2.6	39	QAM 256	21
22	306000000	-2.7	39	QAM 256	22
23	314000000	-2.9	39	QAM 256	23
24	322000000	-3.2	39	QAM 256	24
25	330000000	-3.5	39	QAM 256	25
26	338000000	-3.6	40	QAM 256	26
27	346000000	-3.6	40	QAM 256	27
28	354000000	-3.8	40	QAM 256	28
29	362000000	-3.6	40	QAM 256	29
30	370000000	-3.7	40	QAM 256	30
31	378000000	-3.8	40	QAM 256	31

Downstream bonded channels

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

1	Locked	41	3612389	609026
2	Locked	41	3999705	363670
3	Locked	41	2846763	146990
4	Locked	41	2338510	108613
5	Locked	41	8831692	892840
6	Locked	41	9823858	754161
7	Locked	41	1342031	257442
8	Locked	41	56602	6171
9	Locked	41	36488	4626
10	Locked	41	40451	4340
11	Locked	41	44186	4535
12	Locked	40	55136	5190
13	Locked	41	57649	4754
14	Locked	41	39950	2888
15	Locked	40	28745	1917
16	Locked	40	20060	1425
17	Locked	40	15513	1380
18	Locked	40	26602	2484
19	Locked	40	61516	2118
20	Locked	39	77895	3123
21	Locked	39	58771	1981
22	Locked	39	19503	1097
23	Locked	39	7172	623
24	Locked	39	6228	543
25	Locked	39	7516	742
26	Locked	40	8344	1098
27	Locked	40	8950	1020
28	Locked	40	7655	802
29	Locked	40	5322	501
30	Locked	40	3980	290
31	Locked	40	3921	211

Upstream

Upstream bonded channels

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

0	49600000	47.8	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47.8	5120	QAM 64	3
3	30100000	47.3	5120	QAM 64	4
4	23600000	46.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	2
2	ATDMA	0	0	0	1
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

10-12-2022 16:37:07	warning	DBC-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;
10-12-2022 16:18:58	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 04:00:54	warning	DBC-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;
10-12-2022 03:54:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:51	warning	DBC-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;
10-12-2022 03:50:51	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:47	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-12-2022 03:50:42	warning	Dynamic Range Window violation
10-12-2022 03:50:42	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:41	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:35	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:34	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:22	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:19	notice	Honoring MDD; IP provisioning mode = IPv4
10-12-2022 03:50:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:04	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:49:43	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 16:28:09	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 16:28:09	warning	Dynamic Range Window violation
09-12-2022 13:37:25	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:37:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:37:25	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:35:45	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:35:45	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:28:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:25:46	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:25:46	warning	Dynamic Range Window violation
09-12-2022 13:25:46	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:25:46	warning	Dynamic Range Window violation
09-12-2022 13:14:07	warning	Dynamic Range Window violation
09-12-2022 13:14:07	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 11:47:16	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adri_G]

Hey Cyborgmatt, thanks for posting with your updates and sorry to see your issue has only gotten worse.

Since we can see you're already in touch via PM with Natalie, she will be able to follow up on those and discuss the issue further in private so to help.

Please, rest assured we will be able to assist either by replacing the hub or providing the most appropriate resolution depending on our diagnostics and findings. 

You can keep us here posted too once you've received further support as we'll be glad to know it's been taken care of.

Let us know here of any questions or concerns you may have in regard to the above and we're eager to advise further.

[Cyborgmatt]

Hello Adri, unfortunately, I still haven't heard back from any of my PMs.

Is it possible to follow up with someone else as I'm still having connection issues?

[Liamdoc081]

Hi I have hub 5 I upgraded on 5th may since then my wifi is slow cuts of so does my tv services my land line csnt make or receive calls this has been going on since 5th may I have complained over 2pl0 times nothing getting done I've rebooted hub ect I want compensation and my services fixed I am going to go further to onbudsman and trading standards no one gets back to me they email tell me yo call then how can I with landline kit working 

[goslow]

---

@Liamdoc081 wrote:

Hi I have hub 5 I upgraded on 5th may since then my wifi is slow cuts of so does my tv services my land line csnt make or receive calls this has been going on since 5th may I have complained over 2pl0 times nothing getting done I've rebooted hub ect I want compensation and my services fixed I am going to go further to onbudsman and trading standards no one gets back to me they email tell me yo call then how can I with landline kit working 

---

Multi-post query in addition to a unique topic on the 'Quick Start' forum

[Chris_W1]

Hi Liamdoc081, thanks for the message and welcome back to the forums. 

I am sorry to hear that there is an issue with the connection and we would ask that you set up a BQM here and let us know the results. 

Can you also run a speed test with Sam Knows please? 

Kind regards, Chris.