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More Hub 5 MDD Timeouts

GLSteve
On our wavelength

Hi all.

Got the new Hub 5 just before Christmas, and noticed pretty much immediately that the connection was dropping randomly at the router. Did some digging, and posted for help in the installation forums. The consensus was it was the upstream power levels, and a lovely engineer came out and sorted it for me.

Sadly, the disconnects are still happening. Sometimes a few in a day, sometimes every hour or more - the log files say it's an "MDD Timeout" - whatever that means. I thought I'd give it a week or two to see if it got any better but sadly it's as bad as it was before the engineer. 

Is there anything I can check/do here? I am currently working from home, so its causing all sorts of issues with calls/meetings. 

11 REPLIES 11

Tudor
Very Insightful Person
Very Insightful Person

Post some stats please. 

How to get stats from a VM hub

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

 

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

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

GLSteve
On our wavelength

Hi, sorry for the late reply.

Downstream bonded channels

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

13310000007.142QAM 25625
21790000007.743QAM 2566
3187000000843QAM 2567
41950000007.943QAM 2568
5203000000843QAM 2569
62110000007.943QAM 25610
7219000000843QAM 25611
8227000000843QAM 25612
9235000000843QAM 25613
10243000000843QAM 25614
112510000007.643QAM 25615
122590000007.843QAM 25616
132670000006.943QAM 25617
142750000007.143QAM 25618
152830000007.343QAM 25619
162910000007.743QAM 25620
172990000007.643QAM 25621
183070000007.643QAM 25622
193150000007.743QAM 25623
203230000007.243QAM 25624
213390000006.742QAM 25626
223470000007.243QAM 25627
233550000007.143QAM 25628
243630000007.243QAM 25629
253710000007.143QAM 25630
263790000007.243QAM 25631
273870000007.143QAM 25632
283950000006.843QAM 25633
294030000007.343QAM 25634
30411000000743QAM 25635
314190000007.443QAM 25636

Downstream bonded channels

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

1Locked4205
2Locked43089
3Locked43089
4Locked43065
5Locked43057
6Locked43050
7Locked43044
8Locked43034
9Locked43033
10Locked43023
11Locked43020
12Locked43016
13Locked43014
14Locked43013
15Locked4308
16Locked4307
17Locked4305
18Locked4305
19Locked4305
20Locked4307
21Locked4208
22Locked4305
23Locked4304
24Locked4305
25Locked43012
26Locked43011
27Locked4308
28Locked43012
29Locked43012
30Locked43012
31Locked4306

 

 

GLSteve
On our wavelength

Upstream bonded channels

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

160300000435120QAM 641
253700000435120QAM 642
34620000041.55120QAM 643
439400000415120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

GLSteve
On our wavelength

Network Log

Time Priority Description

21-01-2022 21:42:22noticeCM-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;
21-01-2022 21:41:09noticeCM-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;
21-01-2022 21:40:50warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 21:32:34noticeCM-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;
21-01-2022 21:31:25noticeCM-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;
21-01-2022 21:31:24warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 20:57:07noticeCM-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;
21-01-2022 20:56:21noticeCM-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;
21-01-2022 20:56:16warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 12:46:26noticeCM-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;
21-01-2022 12:45:00noticeCM-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;
21-01-2022 12:44:57warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 12:30:30noticeCM-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;
21-01-2022 12:29:35noticeCM-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;
21-01-2022 12:29:19warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 10:54:32noticeCM-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;
21-01-2022 10:53:40noticeCM-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;
21-01-2022 10:53:32warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2022 10:24:41noticeCM-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;
21-01-2022 10:24:12noticeCM-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;
21-01-2022 10:23:44warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2022 18:55:11noticeCM-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;
20-01-2022 18:54:20noticeCM-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;
20-01-2022 18:53:53warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2022 17:00:42noticeCM-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;
20-01-2022 16:59:52noticeCM-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;
20-01-2022 16:59:31warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2022 16:40:51noticeCM-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;
20-01-2022 16:39:41noticeCM-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;
20-01-2022 16:39:39warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2022 11:28:47noticeCM-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;
20-01-2022 11:27:27noticeCM-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;

GLSteve
On our wavelength

Here's the broadband monitor log if that helps clarify anything?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e714f930d4a94b45e59e8093edc12fba4...

Each drop only lasts 30-60 seconds, but it's enough to kick me from Teams/games/whatever. It's infuriating. 🙂 

GLSteve
On our wavelength

Anything? Anybody? 

You have a noisy line so you'll need an engineer to fix.

You can either call it in or wait here for a forum mod to reply

*****
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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Hi GLSteve,

Thank you for your post. I'm sorry to hear you've been having some issues with your new Hub 5 and connection.

I've been able to find your account and can see that there are some issues with your signal levels and power which will require an engineer's visit to resolve.

I'll pop you over a PM now so I can get this arranged with you

Beth

Adduxi
Very Insightful Person
Very Insightful Person

@GLSteve wrote:

Anything? Anybody? 


As Gary has pointed out, you have a noisy line.  For your information this is indicated by the PostRS errors.  They should be zero ideally.  Keep an eye on them and if they mount up again, get VM to fix it.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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