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Issues with connection m500 hub 5

actxn
Joining in

Hi 

I have been having intermittent internet issues for the past 2-3 months at this point. in that time I have had 3 engineers out who seem to have tried everything on my local network such as adding an attenuator, replacing router, replacing coax cable, removing tv splitter etc. but of course with no luck. I am fairly certain the issue is beyond my network but i dont know how id go about getting that resolved as technicians are no longer useful and i dont know who to contact next. 

I have also tried using an ethernet cable and the issues still continue, furthermore indicating that it is not really a problem with our equipment in the house. 

When checking on Virgins site i dont believe there to be an issue in my area, and as ive said its been ongoing for months at this point so any area issue should have been resolved by now. 

I thought it might have been due to peak times during the day, but i have ran a broadband quality monitor test and the packet loss persists all throughout the night which can be seen below.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/33084c62bca2bc5f5889f4e366c60a86168bdf0e

 Last night i also ran a PingPlotter from 9pm until 4am and you can see the packets are lost from hop 2-9 but im not the best at understanding this graph but i hope its useful. www.google.com.png

I hope someone can help, as this issue has been ongoing for so long that its really draining at this point. and the fact that we are paying £50+ a month and the internet has been horrifically unstable. 

7 REPLIES 7

Client62
Alessandro Volta

What business application you are using and how does the stability problem present ?

How is the Hub 5 configured ( Router or Modem mode ) & what other network kit is involved

Are you using or avoiding the 2.5Gb/s port of the Hub 5 ?

Are the Hub Upstream / Downstream connection figures within accepted norms ? 

"What business application you are using and how does the stability problem present ?" sorry, dont really understand what you mean by this. 

The hub 5 is in router mode as its just a standard home network, no other kit is being used. 

when tested with ethernet, i used the 2.5gb/s port.

upstream

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

04960000047.35120QAM 641
14310000046.35120QAM 642
236600000465120QAM 643
33010000045.85120QAM 644
42360000045.55120QAM 645

downstream

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

13060000006.241QAM 25622
21380000007.541QAM 2561
31460000007.141QAM 2562
41540000007.241QAM 2563
51620000006.941QAM 2564
6170000000741QAM 2565
71780000006.941QAM 2566
8186000000741QAM 2567
91940000006.941QAM 2568
102020000006.741QAM 2569
112100000006.641QAM 25610
122180000006.441QAM 25611
132260000006.241QAM 25612
142340000005.841QAM 25613
152420000005.741QAM 25614
162500000005.541QAM 25615
172580000005.841QAM 25616
182660000005.841QAM 25617
192740000006.241QAM 25618
202820000006.141QAM 25619
212900000006.541QAM 25620
222980000006.641QAM 25621
233140000006.241QAM 25623
243220000005.741QAM 25624
253300000005.341QAM 25625
263380000004.841QAM 25626
273460000004.741QAM 25627
283540000004.441QAM 25628
293620000004.641QAM 25629
30370000000541QAM 25630
313780000005.141QAM 25631
323860000005.841QAM 25632

Tudor
Very Insightful Person
Very Insightful Person

You are missing all the error count tables from those stats and the full log.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Sorry, is that what you mean when you say error count tables?

and when you say 'full log' is that 'network log' if so the logs only go back the past 2 hours and my internet has been fine for the past 2 hours so not sure if thats useful. 

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4122515630
2Locked41247245534
3Locked41249393070
4Locked41263955643
5Locked41267572064
6Locked41260401651
7Locked41223207648
8Locked41203533138
9Locked41186178029
10Locked41179526760
11Locked41160365133
12Locked41159141036
13Locked41148368135
14Locked41173792046
15Locked41199998149
16Locked41236156549
17Locked41265451145
18Locked41284920840
19Locked41281354665
20Locked41288108260
21Locked41227978644
22Locked41206531562
23Locked41252690351
24Locked41311060349
25Locked41382327335
26Locked41430675854
27Locked41482833149
28Locked41544727749
29Locked41578893653
30Locked41446638740
31Locked41298177363
32Locked41157720148

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0090
1ATDMA0061
2ATDMA0071
3ATDMA0050
4ATDMA00110

 

7-04-2024 14:08:45noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:05:10noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:03:04noticeCM-STATUS message sent. Event Type Code: 22; 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;
07-04-2024 14:01:12noticeCM-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;
07-04-2024 14:01:05warningDBC-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;
07-04-2024 14:01:05warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 14:01:01noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:18:07noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 13:17:41warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:17:08noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 13:16:41warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:16:10noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 13:15:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 13:15:40noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 13:15:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:47:20noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 12:47:05warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:45:13noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 12:44:53noticeCM-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;
07-04-2024 12:44:37warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:44:34noticeCM-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;
07-04-2024 12:44:20noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 12:44:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:43:47noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 12:43:37noticeCM-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;
07-04-2024 12:42:59noticeCM-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;
07-04-2024 12:42:59noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:42:59noticeCM-STATUS message sent. Event Type Code: 20; 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;
07-04-2024 12:42:35noticeCM-STATUS message sent. Event Type Code: 1; 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;
07-04-2024 12:42:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2024 12:42:07noticeCM-STATUS message sent. Event Type Code: 4; 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;
07-04-2024 12:42:01warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Client62
Alessandro Volta

Business application such as Online Banking /  Zoom Video call / streaming Netflix etc...
And what happens or fails to happen ?

Given recent Hub 5 firmware issues - it might be safer to avoid using the 2.5Gb/s port & retest via a 1GB/s port.

the internet will drop no matter what application is in use if any. Peoples voices will lag on Discord,I will get disconnected from discord servers eventually, pages fail to load e.g. reddit. But as i say, no one could use the internet and it would still drop if we traced it. I can try another port but the wifi is bad too.

Hi actxn

Thank you for your post and welcome to our community.

I'm sorry to hear about the service issues you're having and that its been ongoing now for some time 😞

I've taken a look at things from our side and can see there has been multiple disconnections registered over the past week.

I may need to arrange another engineer visit for you.

If you're happy for me to do so, please respond to my direct message and we'll take from there.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

 

 


 

Vikki - Forum Team


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