Hub 5 drops/disconnect connection - Maybe related to Chan ID 159

[GazCBG]

Hi,

I setup my Hub 5 upgrade from a Hub 3 on the 3rd Dec 2021 and since then I have been having drop outs/disconnections.
I was in modem mode, unit Saturday (4th Dec) around 7.30pm, I went into Router mode, to see if it made any different which it did not.

Each time it drops/disconnect, the hub 5 does NOT restart, but lose connection for about 1 minute, which is enough to stop any stream via my browser, kick me out of any online game, stop online radio streaming, stop browsing, disconnect me on Xbox, discord disconnects etc..., till the connection comes back

It affect both wired and wireless, I am fully wired but for Mobile, Tablet and Amazon FireTV

I believe it is related to, as it each it happens I see this in the network log, which seems to happen between every 2hrs or 4hrs or 6hrs, seems like there a pattern:

05-12-2021 00:05:22 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;
05-12-2021 00:04:26 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;
05-12-2021 00:04:10 warning MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

My power levels are:

Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.8 41 QAM 256 25
2 179000000 3.5 41 QAM 256 6
3 187000000 3.4 41 QAM 256 7
4 195000000 3.5 41 QAM 256 8
5 203000000 3.4 41 QAM 256 9
6 211000000 3.4 41 QAM 256 10
7 219000000 3.4 41 QAM 256 11
8 227000000 3.2 41 QAM 256 12
9 235000000 2.8 41 QAM 256 13
10 243000000 2.4 41 QAM 256 14
11 251000000 1.9 40 QAM 256 15
12 259000000 1.4 40 QAM 256 16
13 267000000 1.7 41 QAM 256 17
14 275000000 2.1 41 QAM 256 18
15 283000000 3.1 41 QAM 256 19
16 291000000 3.7 41 QAM 256 20
17 299000000 4 41 QAM 256 21
18 307000000 4.1 41 QAM 256 22
19 315000000 3.8 41 QAM 256 23
20 323000000 3.8 41 QAM 256 24
21 339000000 3.9 41 QAM 256 26
22 347000000 3.9 41 QAM 256 27
23 355000000 3.9 41 QAM 256 28
24 363000000 4.1 41 QAM 256 29
25 371000000 4.1 41 QAM 256 30
26 379000000 3.7 41 QAM 256 31
27 387000000 2.9 41 QAM 256 32
28 395000000 2.7 41 QAM 256 33
29 403000000 2.5 41 QAM 256 34
30 411000000 2.2 41 QAM 256 35
31 419000000 1.6 41 QAM 256 36

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 41 0 0
2 Locked 41 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 40 0 0
12 Locked 40 0 0
13 Locked 41 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 41 0 0
20 Locked 41 0 0
21 Locked 41 0 0
22 Locked 41 0 0
23 Locked 41 0 0
24 Locked 41 0 0
25 Locked 41 0 0
26 Locked 41 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
1 46200000 38.3 5120 QAM 64 9
2 39400000 38.3 5120 QAM 64 10
3 32600000 38.3 5120 QAM 64 11
4 25800000 37.8 5120 QAM 64 12

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

Configuration
General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode 3.1
Config file *************************

Primary Downstream Service Flow
SFID 19310
Max Traffic Rate 402500089 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps

Primary Upstream Service Flow
SFID 19309
Max Traffic Rate 38500089 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 42600 bytes
Scheduling Type Best Effort

Network Log

Time Priority Description
05-12-2021 00:05:22 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;
05-12-2021 00:04:26 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;
05-12-2021 00:04:10 warning MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:25 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:11 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=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:09 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:08 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:06 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:33:00 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:59 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:59 notice REGISTRATION COMPLETE - Waiting for Operational status
04-12-2021 19:32:55 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:53 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:53 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;
04-12-2021 19:32:53 warning Dynamic Range Window violation
04-12-2021 19:32:50 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:49 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:47 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;
04-12-2021 19:32:44 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:42 notice Honoring MDD; IP provisioning mode = IPv4
04-12-2021 19:32:41 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:40 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:37 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:36 critical DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2021 19:32:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 12:07:27 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 12:07:25 critical REG-RSP - invalid format or not recognized;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 12:07:25 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 11:40:18 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 11:38:30 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 11:38:22 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2021 11:38:20 critical REG-RSP - invalid format or not recognized;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

BQM Link
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a1a0460acac85e2ea6f1b7baf1c9053b

I have marked the below BQM where the disconnections happened

The below BQM is from the 3rd Dec, it the thin red lines between 30% and around 45% that are causing the connection to drop

[GazCBG]

So, I may have been wrong about it being a LAN / Wi-Fi issue, as I am still able to connect to 192.168.0.1.

It just felt like that, but I can still talking with the hub from my PC over LAN and Mobile Phone over Wi-Fi, just no internet on any of my devices, regardless if wired or wireless, when it happens.

So this seems to be falling back to a VM issue or how the Hub 5 response to the issue that happening.

[GazCBG]

Hi,

Just heard from the CEO Office, and they sending out a tech on Friday, so let hope it get sorted.

Thanks.

[GazCBG]

Tech came, change the Hub 5, to a Hub 3 😄 and check signals etc...

Excellent tech, one of the best. Live BQM Updated to new IP and will go back to my router this weekend.

But seriously I had to go to the CEO Office, to get a tech out, for this to happen, it seem pretty ridiculous.

[Adduxi]

If that is your most recent live BQM, its a mess of packet loss ?

[GazCBG · Accepted solution]

Yes, it is my up to date BQM, everything after the thick red line around 2pm is the Hub 3.

The big spike, after the thick red line, was me max the connection out doing a speedtest and downloading updates for games.

Before the thick red line at 2pm was the hub 5, which had a total of 77 drops in 15 days.

Each of those packet loss lines, was the drops on connection on the Hub 5, which I had to push hard, to get help from VM, as all check returned fine on the Hub 5, from their end.

[Corey_C]

Thanks for your post and updates, GazCBG,

How has the service been since the visit?

Cheers,

Corey C

[GazCBG]

Hi,

It has been fine, with zero drop outs, since the tech changed me back to a the Hub 3

The thick redline on my BQM on sunday 19/12/2021 is when, I change to modem mode and setup my router.

Thanks.

[Lee_R]

That's much better news GazCBG

Thanks for getting back to us and confirming your issues are resolved.  Remember if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand.

Regards

Lee_R