Hub 5 constantly disconnecting

[Chrisb2456]

I have upgraded to a hub 5 and have the worst internet connection in the world it goes down constantly and has to be rebooted or reset every day.

I am supposed to work from home. Thank god for mobile hot spot

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

If no area faults found, provide some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Chrisb2456]

Thanks will give this a go next. No faults are showing in my area

[Chrisb2456]

 

[Chrisb2456]

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	3.7	40	QAM 256	25
2	139000000	4.4	39	QAM 256	1
3	147000000	4.2	39	QAM 256	2
4	155000000	4.2	39	QAM 256	3
5	163000000	4	39	QAM 256	4
6	171000000	3.8	39	QAM 256	5
7	179000000	3.6	39	QAM 256	6
8	187000000	3.7	39	QAM 256	7
9	195000000	4	39	QAM 256	8
10	203000000	3.6	39	QAM 256	9
11	211000000	3.5	39	QAM 256	10
12	219000000	3.3	39	QAM 256	11
13	227000000	3.1	39	QAM 256	12
14	235000000	3	39	QAM 256	13
15	243000000	2.8	39	QAM 256	14
16	251000000	2.5	40	QAM 256	15
17	259000000	2.6	40	QAM 256	16
18	267000000	2.8	40	QAM 256	17
19	275000000	2.9	40	QAM 256	18
20	283000000	3.1	40	QAM 256	19
21	291000000	3.4	40	QAM 256	20
22	299000000	3.5	40	QAM 256	21
23	307000000	3.6	40	QAM 256	22
24	315000000	3.6	40	QAM 256	23
25	323000000	3.7	40	QAM 256	24
26	339000000	3.7	40	QAM 256	26
27	347000000	3.7	41	QAM 256	27
28	355000000	3.8	41	QAM 256	28
29	363000000	4	41	QAM 256	29
30	371000000	3.9	41	QAM 256	30
31	379000000	3.8	41	QAM 256	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	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	40	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

Upstream

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	71300000	47.3	5120	QAM 64	1
1	64800000	46.3	5120	QAM 64	2
2	58300000	45.8	5120	QAM 64	3
3	51800000	45.3	5120	QAM 64	4

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

Network

ime	Priority	Description
16-12-2022 09:23:41	notice	REGISTRATION COMPLETE - Waiting for Operational status
16-12-2022 09:23:35	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;
16-12-2022 09:23:31	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2022 09:23:29	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2022 09:23:27	notice	Honoring MDD; IP provisioning mode = IPv4
16-12-2022 09:23:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2022 09:23:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2022 09:23:00	critical	Cable Modem Reboot via RG reboot command
15-12-2022 13:07:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-12-2022 13:07:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-12-2022 13:07:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-12-2022 13:07:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-12-2022 13:07:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-12-2022 13:07:12	critical	Cable Modem Reboot due to power button reset
15-12-2022 13:07:07	critical	Cable Modem Reboot due to master console reset
15-12-2022 13:07:07	critical	Cable Modem Reboot due to SW Upgrade
15-12-2022 01:49:05	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;
12-12-2022 12:54:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-12-2022 12:54:43	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-12-2022 12:54:31	critical	Cable Modem reset to Factory Default via reset button

[Reece_MH]

Hi Chrisb2456,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you're seeing dropouts on your service. I've taken a look on our end, and can't see any disconnections on your service since your post, or any problems on your service levels. How have things been over the weekend?

Thanks, 

[Chrisb2456]

Hi 

It was rubbish on friday but i wasn't really around over the weekend to check it. It seem to be ok so far today

[deano2012]

Same here too never really had much trouble with hub 3’ I’m not entirely sure what is happening with the new hub 5 it seems to just drop connection whenever it feels like it. 

[Ashleigh_C]

Thank you for letting us know @Chrisb2456

How have things been looking since your last post? 

[Jacquimark]

Same here! Just renewed contact. New hub 5 supplied, no problem with old hub, now drops internet. Customer service gives me the runaround with the reboot or reset hub and give it 24 hours.