Hub 5 woes

[Mpl1981]

Hi all.

Hoping someone can help.

Last subday my Internet dropped.

Specifically anything on an ethernet port.

Laptop, powerlines, 3 xboxes.

Reset everything, same issue.....wireless was working, and the v6 tv box.

Engineer came out on Wednesday, got the xbox connected, tv box was still working.....and he left it at that.....30 minutes later, ethernet connections dropped.

I have tried new cables, reset and powered down everything etc, still no joy.

Another engineer visited yesterday.

He could find no fault, but could see nothing on ethernet would work except for the v6 tv box.

New router installed and set up.....boxes etc get an ip address etc and all is well.

Engineer leaves...I am doing something in another room and my son comes to inform me that he can't play any games......low and behold it's all disconnected again.

Did an online check on the virgin website and it instantly said an engineer needed to visit.

I would like to add that when I check the connected powerlines, or boxes, I can see that they are briefly assigned ip address etc, and then lose them instantly, over and over.

Does anyone have any ideas? It's driving me mad....especially this close to Christmas.

I have a few issues according to the router logs, but unsure if they can tell a story?

18-12-2024 05:48:17noticeGUI Login Status - Login Success from LAN interface18-12-2024 03:20:57warningDBC-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;18-12-2024 03:20:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;18-12-2024 03:10:52noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;18-12-2024 03:10:52warningDBC-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;18-12-2024 02:40:34warningDBC-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;18-12-2024 02:40:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;18-12-2024 02:30:30warningDBC-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;18-12-2024 02:30:30noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;18-12-2024 01:19:50warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value

After last night's issues I have some new errors, which are hopefully in the attached image:

Dynamic Range violation

Commanded power in excess of 6db

Thanks for any advice.

 

 

 

[Client62]

Could you copy / paste the text from the Hub's Downstream & Upstream status tabs,
this is where we see the signal to the Hub and perhaps the reason for needing an engineer visit.

[Mpl1981]

I am at work currently.

As soon as I get home I will log on and take screenshots 🙂

[Mpl1981]

 

 

 

[Mpl1981]

 

 

 

 

 

 

[Mpl1981]

eceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-

[Client62]

Downstream power levels are all very high & too high level ( 10 dBmV is the usual maximum ).

This is a Hub 5, so avoid the 2.5Gb/s port unless you have a device that allows you to operate and 2.5Gb/s AND has EEE / Energy Efficient Ethernet disabled - i.e a PC with a fast NIC and you have made these adjustments or a Managed Network switch and EEE has been disabled.

When your devices disconnect from the Hub 5, find out if :-

1) the link has dropped - i.e. the link lights on the hub / device are out, can be a cable issue.

2) the link has not dropped but the device has lost its DHCP IP from the Hub

3) or the device is now using and IP that does not begin 192.168.0.xxx  -  sometimes a Powerline cross connection may occur with a near by home that has compatible Powerline adapters where both have not been secured ( password changed ) since installation. Vendors utility programs exists to set a secure password for PLAs.

[Sabrina_B]

Hi @Mpl1981 👋.

Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear that you are having issues with your Hub. So that we can assist you our Forums will be closed over the Christmas period and could you reach out to us on these other channels:

Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
 
Many thanks.

[Mpl1981]

Hi.

Engineer that came was a very good gentleman called Jack, who came out years ago to us.

He straight off the bat knew what the issue was, and also discovered interference.

He replaced the cable coming in, added a filter or similar, and tested everything.

This guy goes the extra mile ,replaced a few bits, leaving no stone unturned.

he showed me the signal noise level and explained everything he was doing and why etc......now everything is working as it should.....just a shame that the issue was not realised until the 3rd engineer visit!

[Sabrina_B]

Thanks for getting back to us, apologies I didn't realise it was feedback for the engineers. Thanks for the kind words about him, we will pass that on, I am sure Jack will appreciate it 🙂.

Sabrina