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Issues after upgrading to hub 4

Hey,

First time posting since the help I have had from calling in has been pretty useless so far. We had an engineer come out this week and they checked our wires and such, as usual it was fine for about an hour after all the restarts, but then the issues start up again. We have a fairly constant issue where voice chats and online games are almost unusable due to packet loss, so voices cut out and characters port around. Linking my broadband quality monitor for today below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4e9a43971a0a2acf27a97712fb3db19fc293740-18-11-2020

This was all fine before we upgraded to the Gig1 connection and switched from a hub 3 router to a hub 4 router, is there something simple I am missing? The engineer was friendly and talked through what he did, but doesn't seem to have made much of a difference.

Thanks in advance.

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Re: Issues after upgrading to hub 4

does not look good - post the levels from the hub

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Tony
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Re: Issues after upgrading to hub 4

Hey Tony,

Assuming its the downstream, upstream and network log ones you are wanting, let me know if others too and will paste them 

3.0 Downstream channels

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

241900000010.00000036.609653QAM2562
14110000009.50000036.609653QAM2561
34270000009.40000236.609653QAM2563
44350000009.69999736.386890QAM2564
54430000009.30000336.386890QAM2565
64510000009.69999736.386890QAM2566
74590000009.30000336.386890QAM2567
84670000009.59999836.609653QAM2568
94750000009.50000036.386890QAM2569
104830000009.80000336.386890QAM25610
114910000009.59999836.609653QAM25611
124990000009.90000236.609653QAM25612
135070000009.69999736.609653QAM25613
145150000009.80000336.609653QAM25614
155230000009.80000336.386890QAM25615
165310000009.80000336.609653QAM25616
175390000009.69999736.609653QAM25617
185470000009.90000236.609653QAM25618
195550000009.69999736.609653QAM25619
205630000009.30000336.386890QAM25620
215710000009.30000336.386890QAM25621
225790000009.00000036.386890QAM25622
235870000009.19999736.609653QAM25623
245950000008.69999736.386890QAM25624
256030000009.00000036.386890QAM25625
266110000008.50000035.779911QAM25626
276190000008.69999735.779911QAM25627
286270000008.40000235.779911QAM25628
296350000008.69999735.779911QAM25629
306430000008.00000035.595078QAM25630
316510000008.50000035.779911QAM25631



3.0 Downstream channels

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

2Locked0211780
1Locked352641239341230
3Locked314848643311650
4Locked351548893219710
5Locked352118322295820
6Locked352172564209830
7Locked352134786278130
8Locked125592453226050
9Locked124806838257320
10Locked124420819158820
11Locked125845050187110
12Locked120233103164150
13Locked120956572173220
14Locked121030132143430
15Locked121128221157240
16Locked102816880152150
17Locked113361992151640
18Locked113349257148750
19Locked113183327152790
20Locked112362148244760
21Locked112499442223380
22Locked113106276300690
23Locked112723842239600
24Locked176253858339140
25Locked176602122230580
26Locked175674001369210
27Locked176028924249470
28Locked176967288341890
29Locked177499898245450
30Locked178192561432880
31Locked2703058985288010


3.1 Downstream channel

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096728


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 8.8701583420124

 

 

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Re: Issues after upgrading to hub 4

3.0 Upstream channels

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

16030000040.0205995120 KSym/sec64QAM9
23940000039.7705995120 KSym/sec64QAM12
34620000040.2705995120 KSym/sec64QAM11
45370000040.2705995120 KSym/sec64QAM10



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0004
2US_TYPE_STDMA0004
3US_TYPE_STDMA0004
4US_TYPE_STDMA0004

 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:224Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 11:14:395MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 12:11:123Received 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;
Fri 13/11/2020 12:13:065MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 15/11/2020 11:45:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:44:003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:44:045Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:44:046CM-STATUS message sent. Event Type Code: 1; Chan ID: 3; 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;
Mon 16/11/2020 14:44:045Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:44:573Received 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;
Mon 16/11/2020 14:49:035MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:52:156CM-STATUS message sent. Event Type Code: 23; 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;
Mon 16/11/2020 14:52:193SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:52:236CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:52:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:52:256CM-STATUS message sent. Event Type Code: 21; 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;
Mon 16/11/2020 14:52:275Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:023Received 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;
Mon 16/11/2020 14:53:223SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:266CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:273Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:273Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:53:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:55:535MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:59:283SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 14:59:325Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 15:00:163Received 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;
Mon 16/11/2020 15:05:444Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/11/2020 15:06:215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Re: Issues after upgrading to hub 4

Just to update on this still regularly having the same issue, verified with wired and wireless connections across different devices and all have the issue. Tried using the app but not available for hub 4 and the text message service has been on hold for over a day, so seems like my only option is to sit on hold for hours to then be told to try pin resetting as if doing that another time will magically fix this.

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Re: Issues after upgrading to hub 4

Your downstream levels are too high and are probably going over the upper limit of +10

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