MDD message timeout

[jackc1998]

For more than a month the broadband in our household goes down for a couple minutes more than 5 times a day. I have checked the network log and every time there is an MDD message timeout is when the broadband disconnects from the internet. Here are some figures from the hub settings:

Network Log

Time Priority Description

20-12-2022 14:12:07	notice	CM-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;
20-12-2022 14:10:33	notice	CM-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;
20-12-2022 14:10:29	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-12-2022 14:03:23	notice	CM-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;
20-12-2022 14:01:35	notice	CM-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;
20-12-2022 14:01:23	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-12-2022 11:54:42	notice	CM-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;
20-12-2022 11:53:03	notice	CM-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;
20-12-2022 11:52:43	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-12-2022 02:28:22	notice	CM-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;
20-12-2022 02:26:51	notice	CM-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;
20-12-2022 02:26:48	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-12-2022 00:25:27	notice	CM-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;
20-12-2022 00:24:03	notice	CM-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;
20-12-2022 00:23:44	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 23:06:32	notice	CM-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;
19-12-2022 23:05:00	notice	CM-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;
19-12-2022 23:04:56	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 20:44:00	notice	CM-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;
19-12-2022 20:42:57	notice	CM-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;
19-12-2022 20:42:31	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 19:30:35	notice	CM-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;
19-12-2022 19:28:55	notice	CM-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;
19-12-2022 19:28:39	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 18:02:56	notice	CM-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;
19-12-2022 17:56:35	notice	CM-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;
19-12-2022 17:56:27	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 14:52:14	notice	CM-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;
19-12-2022 14:50:31	notice	CM-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;
19-12-2022 14:50:22	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-12-2022 13:41:52	notice	CM-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;
19-12-2022 13:40:40	notice	CM-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;

Downstream

Downstream bonded channels

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

1	355000000	4	42	QAM 256	28
2	211000000	4.9	42	QAM 256	10
3	219000000	5	42	QAM 256	11
4	227000000	5	42	QAM 256	12
5	235000000	5	42	QAM 256	13
6	243000000	4.9	42	QAM 256	14
7	251000000	4.8	42	QAM 256	15
8	259000000	4.6	42	QAM 256	16
9	267000000	4.9	42	QAM 256	17
10	275000000	4.9	42	QAM 256	18
11	283000000	5	42	QAM 256	19
12	291000000	5.1	43	QAM 256	20
13	299000000	4.8	43	QAM 256	21
14	307000000	4.9	43	QAM 256	22
15	315000000	4.8	43	QAM 256	23
16	323000000	4.8	43	QAM 256	24
17	331000000	4.4	42	QAM 256	25
18	339000000	4.4	42	QAM 256	26
19	347000000	4	42	QAM 256	27
20	363000000	3.8	42	QAM 256	29
21	371000000	4.2	42	QAM 256	30
22	379000000	4.1	42	QAM 256	31
23	387000000	3.9	42	QAM 256	32
24	395000000	4.1	42	QAM 256	33
25	403000000	4.1	43	QAM 256	34
26	411000000	4.2	43	QAM 256	35
27	419000000	4.1	43	QAM 256	36
28	427000000	4.1	43	QAM 256	37
29	435000000	4.1	43	QAM 256	38
30	443000000	3.9	42	QAM 256	39
31	451000000	4.3	43	QAM 256	40

Downstream bonded channels

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

1	Locked	42	45	0
2	Locked	42	5	0
3	Locked	42	11	0
4	Locked	42	17	0
5	Locked	42	10	0
6	Locked	42	5	0
7	Locked	42	7	0
8	Locked	42	9	0
9	Locked	42	10	0
10	Locked	42	12	0
11	Locked	42	6	0
12	Locked	43	2	0
13	Locked	43	3	0
14	Locked	43	8	0
15	Locked	43	19	0
16	Locked	43	8	0
17	Locked	42	20	0
18	Locked	42	27	0
19	Locked	42	45	0
20	Locked	42	49	0
21	Locked	42	51	0
22	Locked	42	60	0
23	Locked	42	72	0
24	Locked	42	66	0
25	Locked	43	81	0
26	Locked	43	81	0
27	Locked	43	91	0
28	Locked	43	80	0
29	Locked	43	82	0
30	Locked	42	99	0
31	Locked	43	88	0

Upstream

Upstream bonded channels

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

0	49600000	43.5	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	43	5120	QAM 64	3
3	30100000	42.3	5120	QAM 64	4
4	23600000	42.5	5120	QAM 64	5

Upstream bonded 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

[jackc1998]

The issue seems to be fixed as we've went our first 24 hours in the past 3 months without the internet connection dropping out. 

[Cstark]

Thanks for updating us, jackc1998 and glad to hear your connection is now stable 🙂

It looks like there is some compatibility issue with Hub 5 and some of the VM infrastructure! I'm pretty sure if VM had sent me a Hub 4, I would not be having this issue and would not be leaving! Oh well! I can't keep waiting for VM to try and identify the fault and insist I use a Hub 5, which is not fit for purpose (at least in our case).

Goes without saying, I would keep hold of that Hub 4 and when VM decides to send out an updated Hub, make sure you don't encounter this issue again! I stupidly sent the Hub 4 straight back.

Though this doesn't fix the underlying fault... but at least I hope allows VM to narrow it down should they decide to find the root cause.

[Adri_G]

Thanks for this update, Jackc1998.
We're delighted to see your drop outs issue has been restored after the hub replacement, please feel free to get back to us in case you face any performance issues in the future. Always eager to help 🙂 ^AG

[AndyG93]

I am experiencing the exact same problems you are describing since upgrading to 1Gb this week. I was sent a hub 5 since my old hub 3 could not provide the speeds. This is the 2nd time I've had the hub 5, the previous time I recieved an email asking if i wanted to opt in, I quickly had to go back to my hub 3 since it was just terrible.

Now with the hub 5 again I am experiencing drop outs every hour or so for a couple of minutes, my logs look exactly the same as yours. 

[Robert_P]

Hi AndyG93

Sorry to hear you're experiencing broadband speed issues since upgrading to 1 Gig, we appreciate you raising this via the forums.

From checking the connection and equipment, all of the levels appear to be within the parameters and specs we'd expect them to be, the speeds seem stable averaging over 1140 download and 52 upload. There has been some issues recently on the connection with dropouts, this appears to be from yesterday.

Is this the same experience you have had since posting? Is this the same as last time you had a Hub 5? 

Rob

[MotherwellUser]

We get the same issue with internet dropping out. Moved from M350 on Hub 3 to 1gig on Hub 5 - largely because VM advisors said i had too many devices on M350 network and going to 1gig would help resolve it. Still get frequent dropouts every day and after reading similar problems on this forum looked at the network log on the router - lots of MDD timeout warnings that exactly match when the internet drops out.

Really, really frustrating. 

[Roger_Gooner]

I suggest you create your own thread and paste your stats and logs there.

[Lee_R]

Hi @MotherwellUser, thanks for posting and welcome back to our community.

Sorry to hear that you're having an intermittent internet connection and for any inconvenience this may be causing your household. I would like to take a look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi @MotherwellUser thanks for getting back to me privately and confirming your details.

Your area is impacted by an issue, sorry.  This has a current estimated fix date/time of 20th April 2023 at 5:40pm. Please do update us, if this is not resolved by that date and time?

Regards

Lee_R

[MotherwellUser]

Hi, the outage has been extended to 24 April and now 1 May. Frequent dropouts outs of several minutes at a time occur all day - often in the middle of a Teams call. Not convinced the outage is the issue as the problem has been going on since before change to hub 5.