Hub 5 no internet connection

[CC29]

For the last five days or so my Hub 5 has stopped connecting to the internet in the evenings, mainly between 7pm and 10pm. Last night, it was off for around an hour, despite a reboot, and even when it did come on, it took another hour or so before the Xbox and Ring doorbell would reconnect. Tried reporting it via the chat but gave up after an hour. Is there anything that anyone could recommend, such as changing the broadcast channels, before I get onto the technical support teams. 

[CC29]

So tonight, the problems have returned, around 8pm. Constantly switching between connected / connected without internet. Also not connecting via ethernet and V6 box shows no connection. After around an hour, internet seems stable on my S24, although internet radio, laptop and iPhone still not connecting properly. Router diagnostics tool showing wifi issues. Router logs as follows:

Time Priority Description

20-02-2024 02:18:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 00:32:48	alert	SW Download INIT - Via NMS
20-02-2024 00:32:48	error	SW Upgrade Failed Before Download - Server not Present
19-02-2024 09:06:14	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:16:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:08:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	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;
15-02-2024 21:08:23	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;
15-02-2024 21:08:23	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;
15-02-2024 21:08:23	warning	Dynamic Range Window violation
15-02-2024 21:08:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:18	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;
15-02-2024 21:08:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:10	critical	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:00	notice	Honoring MDD; IP provisioning mode = IPv4
15-02-2024 21:07:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:47	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:46	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;
15-02-2024 21:04:41	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:41	error	D31 Secure software download can't start, Time of Day has not completed.
15-02-2024 21:04:41	notice	REGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:04:38	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

3.0 Downstream channels

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

1	306000000	1	42	QAM 256	22
2	138000000	1.7	42	QAM 256	1
3	146000000	1.7	42	QAM 256	2
4	154000000	1.7	42	QAM 256	3
5	162000000	1.7	42	QAM 256	4
6	170000000	2	42	QAM 256	5
7	178000000	2.2	42	QAM 256	6
8	186000000	2.3	43	QAM 256	7
9	194000000	2.4	42	QAM 256	8
10	202000000	2.3	42	QAM 256	9
11	210000000	2.3	42	QAM 256	10
12	218000000	2.3	42	QAM 256	11
13	226000000	2.1	42	QAM 256	12
14	234000000	2	42	QAM 256	13
15	242000000	1.9	42	QAM 256	14
16	250000000	1.7	42	QAM 256	15
17	258000000	1.7	42	QAM 256	16
18	266000000	1.4	42	QAM 256	17
19	274000000	1.2	42	QAM 256	18
20	282000000	1.1	42	QAM 256	19
21	290000000	1.2	42	QAM 256	20
22	298000000	1.1	42	QAM 256	21
23	314000000	0.9	42	QAM 256	23
24	322000000	0.9	41	QAM 256	24
25	330000000	0.9	42	QAM 256	25
26	338000000	1	42	QAM 256	26
27	346000000	0.9	41	QAM 256	27
28	354000000	0.7	41	QAM 256	28
29	362000000	0.6	41	QAM 256	29
30	370000000	0.8	41	QAM 256	30
31	378000000	0.8	41	QAM 256	31
32	386000000	0.5	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	42	6	0
3	Locked	42	17	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	43	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	7	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	41	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	3	0
30	Locked	41	51	0
31	Locked	41	11	0
32	Locked	41	9	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

41

0.5

4221322865

74558

3.0 Upstream channels

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

0	60300000	37.3	5120	QAM 64	1
1	53700000	37.8	5120	QAM 64	2
2	46200000	37.3	5120	QAM 64	3
3	39400000	37.3	5120	QAM 64	4
4	32600000	37.3	5120	QAM 64	5
5	23600000	37.8	5120	QAM 64	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	47	0
1	ATDMA	0	1	28	0
2	ATDMA	0	1	29	0
3	ATDMA	0	1	34	0
4	ATDMA	0	1	26	0
5	ATDMA	0	1	38	0

[CC29]

So the issue reared it's ugly head again tonight, between 8pm and 10pm, as can be seen on the Thinkbroadband BQM link. Multiple drop outs, with the router switching between Connected and Connected without internet. Tried connecting a laptop via ethernet, still nothing. V6 box had no connectivity for catch up etc, and router diagnostics showed a wifi issue. The logs are as shown below.

3.0 Downstream channels

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

1	306000000	1.1	42	QAM 256	22
2	138000000	1.7	42	QAM 256	1
3	146000000	1.8	42	QAM 256	2
4	154000000	1.7	42	QAM 256	3
5	162000000	1.8	42	QAM 256	4
6	170000000	2.1	42	QAM 256	5
7	178000000	2.3	42	QAM 256	6
8	186000000	2.4	43	QAM 256	7
9	194000000	2.4	42	QAM 256	8
10	202000000	2.4	42	QAM 256	9
11	210000000	2.4	42	QAM 256	10
12	218000000	2.4	42	QAM 256	11
13	226000000	2.2	42	QAM 256	12
14	234000000	2.1	42	QAM 256	13
15	242000000	2	42	QAM 256	14
16	250000000	1.8	42	QAM 256	15
17	258000000	1.7	42	QAM 256	16
18	266000000	1.5	42	QAM 256	17
19	274000000	1.3	42	QAM 256	18
20	282000000	1.2	42	QAM 256	19
21	290000000	1.3	42	QAM 256	20
22	298000000	1.2	42	QAM 256	21
23	314000000	1	42	QAM 256	23
24	322000000	0.9	41	QAM 256	24
25	330000000	1	42	QAM 256	25
26	338000000	1.1	42	QAM 256	26
27	346000000	1	42	QAM 256	27
28	354000000	0.8	41	QAM 256	28
29	362000000	0.6	41	QAM 256	29
30	370000000	0.9	41	QAM 256	30
31	378000000	0.8	41	QAM 256	31
32	386000000	0.6	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	42	6	0
3	Locked	42	17	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	43	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	7	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	41	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	41	0	0
29	Locked	41	3	0
30	Locked	41	51	0
31	Locked	41	11	0
32	Locked	41	9	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

41

0.7

32316984

74558

3.0 Upstream channels

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

0	60300000	37.3	5120	QAM 64	1
1	53700000	37.8	5120	QAM 64	2
2	46200000	37.3	5120	QAM 64	3
3	39400000	37.3	5120	QAM 64	4
4	32600000	37.3	5120	QAM 64	5
5	23600000	37.3	5120	QAM 64	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	62	0
1	ATDMA	0	1	65	1
2	ATDMA	0	1	50	0
3	ATDMA	0	1	72	0
4	ATDMA	0	1	49	0
5	ATDMA	0	1	84	0

Network Log

Time Priority Description

20-02-2024 21:40:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 21:40:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 21:40:47	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;
20-02-2024 02:18:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 00:32:48	alert	SW Download INIT - Via NMS
20-02-2024 00:32:48	error	SW Upgrade Failed Before Download - Server not Present
19-02-2024 09:06:14	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:16:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:08:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	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;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	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;
15-02-2024 21:08:23	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;
15-02-2024 21:08:23	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;
15-02-2024 21:08:23	warning	Dynamic Range Window violation
15-02-2024 21:08:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:18	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;
15-02-2024 21:08:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:10	critical	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:00	notice	Honoring MDD; IP provisioning mode = IPv4
15-02-2024 21:07:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:47	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:46	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;
15-02-2024 21:04:41	error	D31 Secure software download can't start, Time of Day has not completed.
15-02-2024 21:04:41	notice	REGISTRATION COMPLETE - Waiting for Operational status

[Carley_S]

Hi @CC29 

Thanks for providing the link again. 
I have also checked the systems at our side and cannot see anything that might be affecting your services. All your levels are good and there is currently no issues in the area. 

I can see from the BQM that all is looking good today. Please do keep us updated should you have any further concerns and we can check at our side for you for any issues that might be causing this. 

[CC29]

Still getting issues, although down to once a week or so, still between 2000 and 2200. Last night's graph looks like this. 

[Gareth_L]

Hello CC29.

Thanks for your reply.

Looking at a few things from here we can also see the connection has been dropping during the daytime as well.

Not sure if you are out at work during that time.

What I would like to do is arrange for an engineer to attend.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello CC29.

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment on your preferred day. To view this please sign in to My Virgin Media here My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let me know.

I have also sent the time and date by private message as well.

Can you also please let me know how the visit went.

Gareth_L