on 19-01-2022 12:10
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.
on 19-01-2022 13:04
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
on 21-01-2022 22:25
Hi, sorry for the late reply.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 7.1 | 42 | QAM 256 | 25 |
2 | 179000000 | 7.7 | 43 | QAM 256 | 6 |
3 | 187000000 | 8 | 43 | QAM 256 | 7 |
4 | 195000000 | 7.9 | 43 | QAM 256 | 8 |
5 | 203000000 | 8 | 43 | QAM 256 | 9 |
6 | 211000000 | 7.9 | 43 | QAM 256 | 10 |
7 | 219000000 | 8 | 43 | QAM 256 | 11 |
8 | 227000000 | 8 | 43 | QAM 256 | 12 |
9 | 235000000 | 8 | 43 | QAM 256 | 13 |
10 | 243000000 | 8 | 43 | QAM 256 | 14 |
11 | 251000000 | 7.6 | 43 | QAM 256 | 15 |
12 | 259000000 | 7.8 | 43 | QAM 256 | 16 |
13 | 267000000 | 6.9 | 43 | QAM 256 | 17 |
14 | 275000000 | 7.1 | 43 | QAM 256 | 18 |
15 | 283000000 | 7.3 | 43 | QAM 256 | 19 |
16 | 291000000 | 7.7 | 43 | QAM 256 | 20 |
17 | 299000000 | 7.6 | 43 | QAM 256 | 21 |
18 | 307000000 | 7.6 | 43 | QAM 256 | 22 |
19 | 315000000 | 7.7 | 43 | QAM 256 | 23 |
20 | 323000000 | 7.2 | 43 | QAM 256 | 24 |
21 | 339000000 | 6.7 | 42 | QAM 256 | 26 |
22 | 347000000 | 7.2 | 43 | QAM 256 | 27 |
23 | 355000000 | 7.1 | 43 | QAM 256 | 28 |
24 | 363000000 | 7.2 | 43 | QAM 256 | 29 |
25 | 371000000 | 7.1 | 43 | QAM 256 | 30 |
26 | 379000000 | 7.2 | 43 | QAM 256 | 31 |
27 | 387000000 | 7.1 | 43 | QAM 256 | 32 |
28 | 395000000 | 6.8 | 43 | QAM 256 | 33 |
29 | 403000000 | 7.3 | 43 | QAM 256 | 34 |
30 | 411000000 | 7 | 43 | QAM 256 | 35 |
31 | 419000000 | 7.4 | 43 | QAM 256 | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 42 | 0 | 5 |
2 | Locked | 43 | 0 | 89 |
3 | Locked | 43 | 0 | 89 |
4 | Locked | 43 | 0 | 65 |
5 | Locked | 43 | 0 | 57 |
6 | Locked | 43 | 0 | 50 |
7 | Locked | 43 | 0 | 44 |
8 | Locked | 43 | 0 | 34 |
9 | Locked | 43 | 0 | 33 |
10 | Locked | 43 | 0 | 23 |
11 | Locked | 43 | 0 | 20 |
12 | Locked | 43 | 0 | 16 |
13 | Locked | 43 | 0 | 14 |
14 | Locked | 43 | 0 | 13 |
15 | Locked | 43 | 0 | 8 |
16 | Locked | 43 | 0 | 7 |
17 | Locked | 43 | 0 | 5 |
18 | Locked | 43 | 0 | 5 |
19 | Locked | 43 | 0 | 5 |
20 | Locked | 43 | 0 | 7 |
21 | Locked | 42 | 0 | 8 |
22 | Locked | 43 | 0 | 5 |
23 | Locked | 43 | 0 | 4 |
24 | Locked | 43 | 0 | 5 |
25 | Locked | 43 | 0 | 12 |
26 | Locked | 43 | 0 | 11 |
27 | Locked | 43 | 0 | 8 |
28 | Locked | 43 | 0 | 12 |
29 | Locked | 43 | 0 | 12 |
30 | Locked | 43 | 0 | 12 |
31 | Locked | 43 | 0 | 6 |
on 21-01-2022 22:26
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 43 | 5120 | QAM 64 | 1 |
2 | 53700000 | 43 | 5120 | QAM 64 | 2 |
3 | 46200000 | 41.5 | 5120 | QAM 64 | 3 |
4 | 39400000 | 41 | 5120 | QAM 64 | 4 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 21-01-2022 22:26
Network Log
Time Priority Description
21-01-2022 21:42:22 | 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; |
21-01-2022 21:41:09 | 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; |
21-01-2022 21:40:50 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 21:32:34 | 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; |
21-01-2022 21:31:25 | 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; |
21-01-2022 21:31:24 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 20:57:07 | 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; |
21-01-2022 20:56:21 | 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; |
21-01-2022 20:56:16 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 12:46:26 | 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; |
21-01-2022 12:45:00 | 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; |
21-01-2022 12:44:57 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 12:30:30 | 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; |
21-01-2022 12:29:35 | 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; |
21-01-2022 12:29:19 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 10:54:32 | 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; |
21-01-2022 10:53:40 | 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; |
21-01-2022 10:53:32 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-01-2022 10:24:41 | 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; |
21-01-2022 10:24:12 | 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; |
21-01-2022 10:23:44 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
20-01-2022 18:55:11 | 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; |
20-01-2022 18:54:20 | 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; |
20-01-2022 18:53:53 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
20-01-2022 17:00:42 | 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; |
20-01-2022 16:59:52 | 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; |
20-01-2022 16:59:31 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
20-01-2022 16:40:51 | 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; |
20-01-2022 16:39:41 | 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; |
20-01-2022 16:39:39 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
20-01-2022 11:28:47 | 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; |
20-01-2022 11:27:27 | 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; |
on 22-01-2022 22:51
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. 🙂
on 25-01-2022 08:43
Anything? Anybody?
on 25-01-2022 09:12
on 25-01-2022 10:02
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
on 25-01-2022 10:05
@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
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks