Hub5 1GB internet regular disconnecting

[Markw13]

Late in 2023 I was upgraded to the Hub5 with 1GB speed.  Ever since then I am having regular internet disconnects, sometimes 3-4 times per hour.  These usually last for around 15 seconds but are really annoying.  The hub error message is below, is anyone else getting this after upgrading.

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13

[jbrennand]

Can we check… are your drop outs only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one - to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Markw13]

Its on both, my virgin tv box and xbox are connected by ethernet and I get these annoying drops there too.  I have made a habit of checking the logs for the time of the error messages and they match up  Some days seem worse than others but every time there is a drop I get the error message.  

[jbrennand]

Lets see the data, can you do this...

______________________________

Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Markw13]

Downstream

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

1	331000000	3	42	QAM 256	25
2	187000000	3.6	43	QAM 256	7
3	195000000	3.8	42	QAM 256	8
4	203000000	3.8	42	QAM 256	9
5	211000000	4	42	QAM 256	10
6	219000000	4.1	42	QAM 256	11
7	227000000	4.1	42	QAM 256	12
8	235000000	4.1	42	QAM 256	13
9	243000000	3.8	42	QAM 256	14
10	251000000	3.7	42	QAM 256	15
11	259000000	3.9	42	QAM 256	16
12	267000000	3.9	43	QAM 256	17
13	275000000	3.9	43	QAM 256	18
14	283000000	3.9	43	QAM 256	19
15	291000000	4	43	QAM 256	20
16	299000000	4	43	QAM 256	21
17	307000000	3.8	42	QAM 256	22
18	315000000	3.7	43	QAM 256	23
19	323000000	3.3	42	QAM 256	24
20	339000000	2.9	42	QAM 256	26
21	347000000	2.9	42	QAM 256	27
22	355000000	2.8	42	QAM 256	28
23	363000000	2.8	42	QAM 256	29
24	371000000	2.9	42	QAM 256	30
25	379000000	3	42	QAM 256	31
26	387000000	3	42	QAM 256	32
27	491000000	2.3	42	QAM 256	33
28	499000000	2.1	42	QAM 256	34
29	507000000	1.9	42	QAM 256	35
30	515000000	1.4	42	QAM 256	36
31	523000000	1.1	41	QAM 256	37
32	531000000	1	42	QAM 256	38

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	43	16	0
3	Locked	42	23	0
4	Locked	42	12	0
5	Locked	42	14	0
6	Locked	42	57	0
7	Locked	42	7	0
8	Locked	42	17	0
9	Locked	42	8	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	43	0	0
13	Locked	43	0	0
14	Locked	43	0	0
15	Locked	43	0	0
16	Locked	43	0	0
17	Locked	42	0	0
18	Locked	43	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	2	0
22	Locked	42	1	0
23	Locked	42	1	0
24	Locked	42	0	0
25	Locked	42	1	0
26	Locked	42	13	0
27	Locked	42	27	0
28	Locked	42	22	0
29	Locked	42	30	0
30	Locked	42	18	0
31	Locked	41	98	0
32	Locked	42	119	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

44

3.6

1273221669

4572

Upstream

3.0 Upstream channels

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

0	49600000	47.8	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47.8	5120	QAM 64	3
3	30100000	47.3	5120	QAM 64	4
4	23600000	46.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

41.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

[Markw13]

Network Log

Time Priority Description

22-01-2024 16:09:38	warning	DBC-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;
22-01-2024 16:09:38	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 16:09:13	warning	DBC-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;
22-01-2024 16:09:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 15:38:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 15:38:43	warning	DBC-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;
22-01-2024 15:38:19	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 15:38:19	warning	DBC-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;
22-01-2024 15:07:49	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 15:07:49	warning	DBC-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;
22-01-2024 15:07:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 15:07:25	warning	DBC-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;
22-01-2024 14:36:55	warning	DBC-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;
22-01-2024 14:36:55	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 14:36:20	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 14:36:20	warning	DBC-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;
22-01-2024 14:05:50	warning	DBC-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;
22-01-2024 14:05:50	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 14:05:06	warning	DBC-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;
22-01-2024 14:05:06	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 13:34:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 13:34:36	warning	DBC-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;
22-01-2024 13:34:12	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 13:34:12	warning	DBC-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;
22-01-2024 13:03:42	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 13:03:42	warning	DBC-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;
22-01-2024 13:03:18	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 13:03:18	warning	DBC-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;
22-01-2024 12:32:48	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 12:32:48	warning	DBC-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;
22-01-2024 12:32:14	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.1;
22-01-2024 12:32:14	warning	DBC-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;

[Reece_MH]

Hi Markw13 👋

Thanks for posting, and welcome back to the Forums.

I'm sorry to hear you're having problems with your service. I'm going to send you a private message, to assist further with this, please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

Thanks,