Hub5 Disconnecting often

[jackboland]

Hello community,

Unfortunately I have been having multiple issues since upgrading to the Hub 5 + the powerline adapter/wifi boost combo. The biggest concern is the constant disconnections I'm facing, especially on wireless devices such as phones but also on devices connected to the Ethernet such as my computers. 

This has been very frustrating to deal with especially when trying to work from home or watching media and then having it restart due to disconnections. Looking forward to a solution, thank you!

Downstream bonded channels

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

1	259000000	4.2	41	QAM 256	16
2	139000000	4.2	41	QAM 256	1
3	147000000	4.3	41	QAM 256	2
4	155000000	4.3	42	QAM 256	3
5	163000000	4.1	41	QAM 256	4
6	171000000	3.7	42	QAM 256	5
7	179000000	4	42	QAM 256	6
8	187000000	3.6	42	QAM 256	7
9	195000000	4.1	42	QAM 256	8
10	203000000	3.6	41	QAM 256	9
11	211000000	4.2	41	QAM 256	10
12	219000000	3.8	41	QAM 256	11
13	227000000	4	42	QAM 256	12
14	235000000	4	41	QAM 256	13
15	243000000	4.1	41	QAM 256	14
16	251000000	4.1	41	QAM 256	15
17	267000000	4.1	42	QAM 256	17
18	275000000	4.1	42	QAM 256	18
19	283000000	4	41	QAM 256	19
20	291000000	3.9	41	QAM 256	20
21	299000000	4.2	42	QAM 256	21
22	307000000	3.7	42	QAM 256	22
23	315000000	4	41	QAM 256	23
24	323000000	3.9	41	QAM 256	24
25	331000000	4.1	42	QAM 256	25
26	339000000	4.3	41	QAM 256	26
27	347000000	4.6	42	QAM 256	27
28	355000000	4.4	42	QAM 256	28
29	363000000	4.8	42	QAM 256	29
30	371000000	5	42	QAM 256	30
31	379000000	5	42	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	9
2	Locked	41	29996	97719
3	Locked	41	30998	158867
4	Locked	42	29586	95309
5	Locked	41	9093	139367
6	Locked	42	353	78389
7	Locked	42	0	4504
8	Locked	42	0	16
9	Locked	42	0	20
10	Locked	41	0	36
11	Locked	41	0	27
12	Locked	41	0	33
13	Locked	42	1	77
14	Locked	41	0	53
15	Locked	41	0	46
16	Locked	41	0	19
17	Locked	42	0	8
18	Locked	42	0	6
19	Locked	41	0	6
20	Locked	41	0	1
21	Locked	42	0	13
22	Locked	42	0	10
23	Locked	41	0	11
24	Locked	41	0	5
25	Locked	42	0	8
26	Locked	41	0	10
27	Locked	42	0	8
28	Locked	42	0	3
29	Locked	42	0	1
30	Locked	42	0	2
31	Locked	42	0	1

Upstream bonded channels

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

1	60300000	47.8	5120	QAM 64	9
2	53700000	48.3	5120	QAM 64	10
3	46200000	48.3	5120	QAM 64	11
4	39400000	47.8	5120	QAM 64	12

Upstream bonded channels

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

Network Log

Time Priority Description

23-07-2022 21:54:09	warning	Dynamic Range Window violation
23-07-2022 21:54:09	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;
23-07-2022 18:48:49	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;
23-07-2022 18:48:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-07-2022 18:37:16	notice	CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: ; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-07-2022 18:37:11	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;
23-07-2022 18:36:53	warning	Unicast DSID PSN startup error
23-07-2022 18:36:45	notice	REGISTRATION COMPLETE - Waiting for Operational status
23-07-2022 18:36:39	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;
23-07-2022 18:36:34	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;
23-07-2022 18:36:31	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-07-2022 18:36:28	notice	Honoring MDD; IP provisioning mode = IPv4
17-07-2022 22:34:37	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 22:34:32	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;
17-07-2022 22:32:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:41	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:41	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:21	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:21	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:01	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:48:01	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:46:42	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:45:55	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:45:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:45:47	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:29:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:16:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:16:49	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-07-2022 21:16:39	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;
17-07-2022 20:25:04	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Anonymous]

Lots of post RS errors and also T3 timeout errors.

Check for local issues on 0800 561 0061 and ensure that all cables and connections are tight and secure and not kinked or damaged.

Also try a 30 second pinhole reset of the hub with no ethernet connection. 

[legacy1]

Put hub in modem mode and get a better WiFi router with 1Gb ports

[Tudor]

"Put hub in modem mode and get a better WiFi router with 1Gb ports"
This will NOT fix the obvious circuit problem. Possibly it’s noise ingress, you need to check for local issue and if none contact VM.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Matthew_ML]

Hello jackboland, thank you for reaching out and I am sorry to hear about your recent connection issues.

I have a taken a look at our side and I cannot see any major issues, however I would like to run some tests with you.

I am going to send you a PM, please keep an eye out for the purple envelope. Thanks