Intermittent dropouts and very busy omnibox?

[David192]

Good morning!

Not really sure where to start with this, but just after some advice.

I'm on a Gig1 package from VM. Currently having constant intermittent dropouts every so often (these are so severe that they're affecting online gaming, getting kicked back to the lobby etc.). See attached photo of one of the many dropouts.

Working in IT, I have my own setup. It's a basic network that pretty much goes like this: Hub 4 (modem mode) > Unifi Security Gateway > Switch > PC. I prefer to wire all of my equipment when possible. Wi-fi is managed by 2x Ubiquiti AP's. VM will often try to tell me that my network is configured incorrectly etc. I'm 99% sure I've configured my network correctly. It's a basic network without any VLAN's and the most 'advanced' thing on it is a L2TP VPN that I set up.

Taking a peek at the omnibox outside the house, I have noticed another connection has been added. We're now on 1 in and 3 out on this line, is this normal?

I've reset the hub 4 back to default factory settings as advised, but this hasn't helped. All Ubiquiti updates applied. I have a replacement hub 5 coming on Saturday but just wondered if it's normal to have such a busy omnibox?

I'm not able to view the signal strength of the line as my Hub 4 doesn't allow me to log into the web management page. To get into this, I'll need to reboot the hub and quickly try to log into the hub when it comes back on. Even after rebooting the hub, the web management page will only work for 5 minutes before dying and refusing to load anything else... something on the backend isn't playing nicely.

[Client62]

The last paragraph suggest this is another Hub 4 that is failing - the non functional admin menu being the clue.

[David192]

Thanks for the quick reply, I'm guessing it's quite common for the hub 4's to go kaput?

[Client62]

It started in the last couple of months, now there are new reports of Hub 4 issues every day.

Just as if a bad software update was taking the Hub 4 down,
but without the admin menu one can not see the software version.  

[Adduxi]

Hopefully this will be fixed along with the Hub 5 EEE issue .....  <sigh>  It's been a bad firmware time for VM recently IMHO.

The extra cable attached to the splitter shouldn't affect the OP too much as the splitter loss was already in place.  But without admin access to the console, it's anyones guess.

[Sephiroth]

We definitely need to see your modem power levels.

Can you confirm that your only take one cable into your house from that splitter?  If so, then VM are feeding two other properties from the splitter on your wall.  If you are a longish way from the supplying street cabinet, then your power level will be attenuated and possibly below the required level.

I recommend that you attach a wired device to your external router, browse to the modem GUI on 192.168.100.1 and report the power levels.

The Hub 4 in modem mode is a reliable, stable device (imo) and people reporting problems with it generally blame the Hub for everything that could go wrong.

At very worst, if 192.168.100.1 doesn’t work, take your router off the Hub, plug a laptop straight into the Hub and get your readings that way.

Keep us posted.

[Adduxi]

Unfortunately there are many complaints recently that the admin console on the Hub 4 is hanging at a blank white screen.  Users have tried the usual ways to access as you have suggested to no avail.  A pinhole reset sometimes will give a moments access, but after this none is available.  It's a strange one really. 

[Sephiroth]

My Hub4 access 192.168.100.1 perfectly well.  HW/SW version:

Standard specification compliant	: DOCSIS 3.1
Hardware version	: 11
Software version	: AR01.04.055.06.07_040722_7245.PC20.10.LG.X1

[David192]

Hub 5 has arrived and has been set up.

@Sephiroth, I've traced the cables from the omnibox and it appears that one of the connections goes to my neighbour and the other cable goes to one of my upstairs bedrooms, which would make sense since we used to have multiroom TV up there many years ago.

Will keep an eye out for any drops, fingers crossed... As requested, here are the power levels now that I'm able to actually log into the modem:

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	330000000	4.4	42	QAM 256	25
2	138000000	0.7	40	QAM 256	1
3	146000000	0.5	40	QAM 256	2
4	154000000	0.6	40	QAM 256	3
5	162000000	0.6	40	QAM 256	4
6	170000000	0.3	40	QAM 256	5
7	178000000	0.3	40	QAM 256	6
8	186000000	0.4	40	QAM 256	7
9	194000000	0.8	40	QAM 256	8
10	202000000	1.2	40	QAM 256	9
11	210000000	1.9	41	QAM 256	10
12	226000000	2.4	41	QAM 256	12
13	234000000	2.6	41	QAM 256	13
14	258000000	3.7	41	QAM 256	16
15	266000000	3.8	42	QAM 256	17
16	274000000	3.9	42	QAM 256	18
17	282000000	4.1	42	QAM 256	19
18	290000000	4.1	41	QAM 256	20
19	298000000	4.2	42	QAM 256	21
20	306000000	4.3	42	QAM 256	22
21	314000000	4.4	42	QAM 256	23
22	322000000	4.4	42	QAM 256	24
23	354000000	4.6	42	QAM 256	28
24	362000000	4.7	42	QAM 256	29
25	386000000	4.5	42	QAM 256	32
26	394000000	4.1	42	QAM 256	33
27	418000000	4.4	42	QAM 256	36
28	426000000	4.6	42	QAM 256	37
29	450000000	4.9	42	QAM 256	40
30	458000000	4.6	42	QAM 256	41
31	482000000	4.4	42	QAM 256	44
32	514000000	4.7	42	QAM 256	48

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	41	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0
32	Locked	42	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 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

43

4.5

6142565

0

[David192]

3.0 Upstream channels

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

0	49600000	52.3	5120	QAM 64	1
1	43100000	52.5	5120	QAM 64	2
2	36600000	53	5120	QAM 64	3
3	30100000	53	5120	QAM 64	4
4	23600000	53	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	0	0

3.1 Upstream channels

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

6

10

45.5

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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

wrkldJKDHSUBsgvca69834ncx

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

14096

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

14095

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort