Hub5 - Disconnections and 5Ghz dropping

[BenSampson]

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):

[jbrennand]

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

[legacy1]

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

Have you reinstalled your PC?

[Cardiffman282]

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

[BenSampson]

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

1	330000000	9.3	43	QAM 256	25
2	170000000	6.9	42	QAM 256	5
3	178000000	7.2	41	QAM 256	6
4	186000000	7.4	42	QAM 256	7
5	194000000	7.7	42	QAM 256	8
6	202000000	7.9	42	QAM 256	9
7	210000000	8.2	42	QAM 256	10
8	218000000	8	42	QAM 256	11
9	226000000	7.9	42	QAM 256	12
10	234000000	7.8	42	QAM 256	13
11	242000000	7.8	42	QAM 256	14
12	250000000	7.8	42	QAM 256	15
13	258000000	8	42	QAM 256	16
14	266000000	8.3	42	QAM 256	17
15	274000000	8.6	42	QAM 256	18
16	282000000	8.7	42	QAM 256	19
17	290000000	8.9	42	QAM 256	20
18	298000000	8.8	42	QAM 256	21
19	306000000	9	42	QAM 256	22
20	314000000	9	43	QAM 256	23
21	322000000	9.1	43	QAM 256	24
22	338000000	9.6	43	QAM 256	26
23	346000000	9.6	43	QAM 256	27
24	354000000	9.7	43	QAM 256	28
25	362000000	9.7	43	QAM 256	29
26	370000000	9.7	43	QAM 256	30
27	378000000	9.8	43	QAM 256	31
28	386000000	9.8	43	QAM 256	32
29	394000000	9.6	43	QAM 256	33
30	402000000	9.4	43	QAM 256	34
31	410000000	9.2	43	QAM 256	35
32	418000000	9.2	43	QAM 256	36

3.0 Downstream channels

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

1	Locked	43	0	0
2	Locked	42	0	0
3	Locked	41	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	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	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	43	0	0
21	Locked	43	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	0	0
28	Locked	43	0	0
29	Locked	43	0	0
30	Locked	43	0	0
31	Locked	43	0	0
32	Locked	43	0	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 2048

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

43

9.0

4001

3

3.0 Upstream channels

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

0	49600000	46.8	5120	QAM 64	1
1	43100000	46.8	5120	QAM 64	2
2	36600000	46.3	5120	QAM 64	3
3	30100000	46.3	5120	QAM 64	4
4	23600000	46.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	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

40.7

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

Network Log

Time Priority Description

13-02-2024 16:22:18	notice	US 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 16:22:18	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;
13-02-2024 16:22:14	notice	REGISTRATION COMPLETE - Waiting for Operational status
13-02-2024 16:22:08	warning	Dynamic Range Window violation
13-02-2024 16:22:08	warning	Dynamic Range Window violation
13-02-2024 16:22:08	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;
13-02-2024 16:22:08	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;
13-02-2024 16:22:08	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;
13-02-2024 16:22:08	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;
13-02-2024 16:22:08	warning	Dynamic Range Window violation
13-02-2024 16:22:08	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;
13-02-2024 16:22:08	warning	Dynamic Range Window violation
13-02-2024 16:22:03	notice	DS 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 16:21:56	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:53	notice	Honoring MDD; IP provisioning mode = IPv4
13-02-2024 16:21:45	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:21:39	critical	SYNC 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 16:21:38	critical	Cable Modem Reboot because of - Reboot Timezone Change
13-02-2024 16:18:40	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 16:18:35	critical	SYNC 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 16:18:35	critical	Cable Modem Reboot because of - Reboot Factory reset UI

[Cardiffman282]

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

[BenSampson]

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

[Cardiffman282]

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

[BenSampson]

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?

[Sabrina_B]

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