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Hub5 - Disconnections and 5Ghz dropping

BenSampson
Tuning in

Good afternoon,

I've had some issues with my broadband over the last few weeks.

  1. I run separated 2.4ghz and 5ghz bands and have done for years. Lately the 5ghz band keeps disappearing completely.
  2. My main PC uses an ethernet connection to the hub, but I've been experiencing frequent disconnections. I often work from home and have been dropped out of a number of meeting recently, which just isn't acceptable.

Some examples below (I've been disconnected on everyone of those latency spikes):

Screenshot 2024-02-13 160543.png

Screenshot 2024-02-13 160539.png

Screenshot 2024-02-13 160535.png

Screenshot 2024-02-13 160509.png

Screenshot 2024-02-13 160503.png

 

 

9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person

Lets see the full data set - 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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

legacy1
Alessandro Volta

BQM not going to show problems with Ethernet unless in modem mode

Have you reinstalled your PC?

---------------------------------------------------------------

Cardiffman282
Knows their stuff

Try a factory (pinhole) reset of the hub (you will have to reset the bands again afterwards). 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Hi John

Are these what you mean?

I've just factory reset, so you can likely ignore the end of the log!

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000009.343QAM 25625
21700000006.942QAM 2565
31780000007.241QAM 2566
41860000007.442QAM 2567
51940000007.742QAM 2568
62020000007.942QAM 2569
72100000008.242QAM 25610
8218000000842QAM 25611
92260000007.942QAM 25612
102340000007.842QAM 25613
112420000007.842QAM 25614
122500000007.842QAM 25615
13258000000842QAM 25616
142660000008.342QAM 25617
152740000008.642QAM 25618
162820000008.742QAM 25619
172900000008.942QAM 25620
182980000008.842QAM 25621
19306000000942QAM 25622
20314000000943QAM 25623
213220000009.143QAM 25624
223380000009.643QAM 25626
233460000009.643QAM 25627
243540000009.743QAM 25628
253620000009.743QAM 25629
263700000009.743QAM 25630
273780000009.843QAM 25631
283860000009.843QAM 25632
293940000009.643QAM 25633
304020000009.443QAM 25634
314100000009.243QAM 25635
324180000009.243QAM 25636

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4300
2Locked4200
3Locked4100
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4200
18Locked4200
19Locked4200
20Locked4300
21Locked4300
22Locked4300
23Locked4300
24Locked4300
25Locked4300
26Locked4300
27Locked4300
28Locked4300
29Locked4300
30Locked4300
31Locked4300
32Locked4300

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 20481108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked439.040013

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.85120QAM 641
14310000046.85120QAM 642
23660000046.35120QAM 643
33010000046.35120QAM 644
42360000046.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61040.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

 

Network Log

Time Priority Description
13-02-2024 16:22:18noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:22:18warningDBC-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;
13-02-2024 16:22:14noticeREGISTRATION COMPLETE - Waiting for Operational status
13-02-2024 16:22:08warningDynamic Range Window violation
13-02-2024 16:22:08warningDynamic Range Window violation
13-02-2024 16:22:08warningRNG-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;
13-02-2024 16:22:08warningRNG-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;
13-02-2024 16:22:08warningREG-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;
13-02-2024 16:22:08warningRNG-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;
13-02-2024 16:22:08warningDynamic Range Window violation
13-02-2024 16:22:08warningRNG-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;
13-02-2024 16:22:08warningDynamic Range Window violation
13-02-2024 16:22:03noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:56warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:53noticeHonoring MDD; IP provisioning mode = IPv4
13-02-2024 16:21:45criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:38criticalCable Modem Reboot because of - Reboot Timezone Change
13-02-2024 16:18:40criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:18:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:18:35criticalCable Modem Reboot because of - Reboot Factory reset UI

DS channel power levels are high and there is a handful of 3.1 downstream uncorrectable errors. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Sorry, so what does that mean in a practical sense?

That you need an engineer by calling it in as a fault on 0345 454 1111. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

BenSampson
Tuning in

Last time I had a fault that required an engineer one of the forum mods was nice enough to arrange everything (rather than re-explaining everything over the phone to somebody new). Is this still something that happens here?

Hi @BenSampson 👋.

Thanks for reaching out to us, apologies for the issues you are having with your Hub. We would like to bring you in for a private message so that we can look into this for you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina