Intermittent packet loss and disconnects

[AdamT3]

Hi,

ive been experiencing intermittent packet loss and then eventually disconnecting on all devices on my network, ive been told many times to reset/reboot the hub i have and quite frankly if a piece of electronics requires that many resets to work its faulty.

i have a think broadband monitor setup from ages ago and you can clearly see large spikes 

i recently tried to get help through the webchat service to be told "they have sent strong signals to my hub so if i turn it off wait 10 mins and turn it back on it should be fixed" somehow they knew this would fix a tempermental issues, i said i didnt want to do it as ive had this same advise before.

i actually started believing that maybe the fault was my equipment so changed the switch i was using and requested a new coax cable from you to replace the old one ive had for years. and again it continues to happen 

[Adduxi]

Post all the power levels and network log from the Hub please. 

[Arissa_H]

Hi AdamT3 👋🏼.

Thank you for posting, welcoming you back onto our community forum 😊.

Sorry to see you are still having issues with your connection and it is still intermittent and disconnecting all devices ☹.

I can have a look into this for you by further investigating 🧐.

I will have to send you a private message. 

Please watch out for the envelope ✉.

[Client62]

Post also the type of VM Hub and the model of network switch.

[AdamT3]

Network Log

Time Priority Description

Sun Mar	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar	5	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;
Sun Mar	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar	5	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;
Sun Mar	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 29	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 29	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 29	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;
Thu Feb 29	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	5	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;
Wed Feb 28	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 28	5	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;
Tue Feb 27	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 27	5	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;
Tue Feb 27	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 27	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 27	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[AdamT3]

3.0 Downstream channels

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

25	331000000	1.299999	40.366287	QAM256	25
9	203000000	2.099998	39.397190	QAM256	9
10	211000000	2.000000	40.946209	QAM256	10
11	219000000	1.799999	40.366287	QAM256	11
12	227000000	1.500000	38.983261	QAM256	12
13	235000000	1.299999	38.983261	QAM256	13
14	243000000	1.000000	38.983261	QAM256	14
15	251000000	0.599998	38.983261	QAM256	15
16	259000000	0.700001	38.983261	QAM256	16
17	267000000	0.900002	40.366287	QAM256	17
18	275000000	1.599998	40.366287	QAM256	18
19	283000000	1.799999	40.366287	QAM256	19
20	291000000	1.900002	38.983261	QAM256	20
21	299000000	2.000000	40.366287	QAM256	21
22	307000000	1.599998	40.366287	QAM256	22
23	315000000	1.299999	40.366287	QAM256	23
24	323000000	1.400002	40.946209	QAM256	24
26	339000000	1.400002	40.366287	QAM256	26
27	347000000	1.700001	40.946209	QAM256	27
28	355000000	1.500000	40.366287	QAM256	28
29	363000000	1.299999	40.366287	QAM256	29
30	371000000	1.500000	40.946209	QAM256	30
31	379000000	0.900002	40.366287	QAM256	31
32	387000000	0.500000	40.366287	QAM256	32
33	395000000	0.400002	40.946209	QAM256	33
34	403000000	0.200001	40.366287	QAM256	34
35	411000000	0.200001	40.366287	QAM256	35
36	419000000	0.599998	40.366287	QAM256	36
37	427000000	0.299999	40.946209	QAM256	37
38	435000000	0.500000	40.366287	QAM256	38
39	443000000	0.799999	40.946209	QAM256	39
40	451000000	0.599998	40.366287	QAM256	40

3.0 Downstream channels

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

25	Locked	40.366287	0	0
9	Locked	39.397190	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.946209	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0
36	Locked	40.366287	0	0
37	Locked	40.946209	0	0
38	Locked	40.366287	0	0
39	Locked	40.946209	0	0
40	Locked	40.366287	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

-1.5

518534454

0

[AdamT3]

3.0 Upstream channels

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

1	23600000	43.020599	5120 KSym/sec	64QAM	5
2	30100000	43.020599	5120 KSym/sec	64QAM	4
3	36600000	43.520599	5120 KSym/sec	64QAM	3
4	43100000	44.020599	5120 KSym/sec	64QAM	2
5	49600000	44.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

38.8

2K

QAM128

3.1 Upstream channels

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

6

OFDMA

200

53.9

0

0

[AdamT3]

i have a hub 4 and the network switch is not a problem as this issue was happening before the switch was installed and it happens on wifi too

[Steven_L]

Thanks for coming back to us AdamT3, I have looked into this on our system and can see that you have had a recent technician visit. Was the visit successful in resolving your connection issues?

Kind Regards,

Steven_L