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Hub 5 issues

Alex_1991
Tuning in

on ‎16-04-2023 19:19

Hi all, I recently changed my virgin package and I was provided with a new Hub 5 router. I have 3 wifi pods also connected. I keep getting WIFI drop outs from the internet roughly every 2 hours. Mainly noticing this on my tv which is connected by Ethernet to the router when I’m watching something like Disney+ or Amazon Prime etc. It also states on the app that there has been an internet connection issue. Anyone else been having issues with their hub 5

Thanks 

 

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24 REPLIES 24

lotharmat
Community elder

on ‎16-04-2023 19:47

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Alex_1991
Tuning in
In response to lotharmat

on ‎19-04-2023 08:04

Hi Iotharmat, sorry for the delayed reply. Let me upload the files as requested. 

Status

Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz)331000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational



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Alex_1991
Tuning in
In response to Alex_1991

on ‎19-04-2023 08:05

Downstream

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000000.441QAM 25625
21390000000.140QAM 2561
3147000000040QAM 2562
41550000000.140QAM 2563
51630000000.340QAM 2564
61710000000.440QAM 2565
71790000000.441QAM 2566
81870000000.541QAM 2567
91950000000.441QAM 2568
102030000000.541QAM 2569
112110000000.441QAM 25610
122190000000.541QAM 25611
132270000000.741QAM 25612
142350000000.941QAM 25613
15243000000-141QAM 25614
16251000000-1.141QAM 25615
172590000000.341QAM 25616
18267000000041QAM 25617
192750000000.241QAM 25618
202830000000.241QAM 25619
212910000000.341QAM 25620
222990000000.341QAM 25621
233070000000.341QAM 25622
24315000000041QAM 25623
253230000000.141QAM 25624
263390000000.440QAM 25626
273470000000.241QAM 25627
283550000000.441QAM 25628
293630000000.541QAM 25629
303710000000.641QAM 25630
313790000000.741QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4112645
2Locked401100
3Locked4051728
4Locked401614181
5Locked401080213
6Locked40814156
7Locked411202199
8Locked41143161
9Locked416243
10Locked41231156
11Locked41335179
12Locked41192189
13Locked41127156
14Locked41218151
15Locked41644100
16Locked41113798
17Locked4175673
18Locked4122082
19Locked4111177
20Locked4111177
21Locked4111061
22Locked4117260
23Locked4113056
24Locked4112844
25Locked4112752
26Locked4017430
27Locked4114942
28Locked41127954
29Locked4120349
30Locked4113134
31Locked4113435
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Alex_1991
Tuning in
In response to Alex_1991

on ‎19-04-2023 08:07

Upstream

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000052.85120QAM 649
14310000052.35120QAM 6410
23660000051.85120QAM 6411
33010000051.85120QAM 6412
42360000051.55120QAM 6413


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0040
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Alex_1991
Tuning in
In response to Alex_1991

on ‎19-04-2023 08:08

Configuration

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
ewrkldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
6022
690000278 bps
42600bytes
0 bps
7004
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
2218
44000278 bps
42600bytes
0 bps
42600bytes
Best Effort
6641
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
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Alex_1991
Tuning in
In response to Alex_1991

on ‎19-04-2023 08:09

Network Log

Network Log

Time Priority Description
19-04-2023 07:06:25warningDBC-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;
19-04-2023 07:05:25errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2023 07:05:22warningDBC-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;
19-04-2023 07:05:22noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 23:54:28noticeCM-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;
18-04-2023 23:53:12noticeCM-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;
18-04-2023 23:53:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 21:21:34noticeCM-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;
18-04-2023 21:20:18noticeCM-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;
18-04-2023 21:20:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 21:09:38noticeCM-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;
18-04-2023 21:08:07noticeCM-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;
18-04-2023 21:07:52warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 17:59:39noticeCM-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;
18-04-2023 17:58:15noticeCM-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;
18-04-2023 17:58:06warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 17:29:40noticeCM-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;
18-04-2023 17:28:13noticeCM-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;
18-04-2023 17:28:01warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 15:20:58errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 13:37:16noticeCM-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;
18-04-2023 13:35:57noticeCM-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;
18-04-2023 13:35:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 10:32:10noticeCM-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;
18-04-2023 10:30:52noticeCM-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;
18-04-2023 10:30:51warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 08:22:00noticeCM-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;
18-04-2023 08:20:53noticeCM-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;
18-04-2023 08:20:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-04-2023 02:14:21noticeCM-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;
18-04-2023 02:13:09noticeCM-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;
18-04-2023 02:12:51warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Alex_1991
Tuning in
In response to Alex_1991

on ‎19-04-2023 08:11

Hi Iotharmat,

Thanks for your help with this. Hope the above is what you were looking for. 

PS noticing a few people with the same issues and a few people are saying the issue has been fixed with getting their hub 5 swapped out for a hub 4.....

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Client62
Legend
In response to Alex_1991

on ‎19-04-2023 08:18

The 3.0 Downstream channels are recording Post RS ( uncorrected ) errors.   Observe to see if the figures are stable or rising.

The 3.0 Upstream Power levels are all high, 35 - 49 dBmV is the preferred range & we see 51.5 to 52.3 dBmV on this connection meaning the Hub is transmitting very strongly to the street cabinet.

Alex_1991
Tuning in
In response to Client62

on ‎19-04-2023 08:34

Hi Client62. Thanks for getting back to me with the above information. 

I have phoned VM and they have said they will send an engineer out this Friday (21st). Hopefully they will be able to fix the issue but going by other similar posts it seems the VM engineers don't tend to be able to fix these issues on 1 visit. Time will tell I guess. 

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