Multiple Internet Dropouts Per Day - Just Upgraded To HUB5

[MortyChris]

Hi All!

We have just had our speed upgraded through the O2 Volt partner program. As a result of the upgrade VM informed us that we'd need to move to a newer model of the Hub for compatability reasons (I believe we had a HUB3 and now have the HUB5).

This has been installed for about a week but we are suffering drop outs multiple times per day. These drop outs last only 1-2 minutes at a time but and as I'm working from home it's become a real annoyance as they lead to being kicked out of online calls/video streams/games etc.

We never had a problem with the previous HUB model. I have checked as best as I can that all wires are fitted tight. Unfortunately I don't have a cable to validate that it is impacting wired connection but can confirm that it impacts all devices connected to the Wi-Fi when the drop out occurs. When the drop outs happen I still have wireless connectivtiy to the HUB (can log into the router) but the internet connection is down. There are no noticeable 'warning lights' on the HUB itself when it happens.

Below are the various logs which I actually pulled just a minute after one of the drop outs occured earlier this afternoon.

Would appreciate help/guidance on next steps from the VM team!

Thanks,

Chris

--

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel(Hz)	306000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	306000000	-6	40	QAM 256	22
2	138000000	-4.2	40	QAM 256	1
3	146000000	-4.4	40	QAM 256	2
4	154000000	-4.6	40	QAM 256	3
5	162000000	-4.8	40	QAM 256	4
6	170000000	-4.9	40	QAM 256	5
7	178000000	-4.9	40	QAM 256	6
8	186000000	-4.9	40	QAM 256	7
9	194000000	-5.1	40	QAM 256	8
10	202000000	-5.4	40	QAM 256	9
11	210000000	-5.7	40	QAM 256	10
12	218000000	-6.1	40	QAM 256	11
13	226000000	-6.4	40	QAM 256	12
14	234000000	-6.4	40	QAM 256	13
15	242000000	-6.1	40	QAM 256	14
16	250000000	-5.9	40	QAM 256	15
17	258000000	-5.9	40	QAM 256	16
18	266000000	-6	40	QAM 256	17
19	274000000	-6.2	40	QAM 256	18
20	282000000	-6.2	40	QAM 256	19
21	290000000	-6.2	40	QAM 256	20
22	298000000	-6.2	40	QAM 256	21
23	314000000	-5.8	40	QAM 256	23
24	322000000	-5.7	40	QAM 256	24
25	330000000	-5.5	40	QAM 256	25
26	338000000	-5.5	40	QAM 256	26
27	346000000	-5.7	40	QAM 256	27
28	354000000	-6	40	QAM 256	28
29	362000000	-5.9	40	QAM 256	29
30	370000000	-6	40	QAM 256	30
31	378000000	-6	40	QAM 256	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	7	0
2	Locked	40	11	0
3	Locked	40	6	0
4	Locked	40	7	0
5	Locked	40	8	0
6	Locked	40	5	0
7	Locked	40	9	0
8	Locked	40	6	0
9	Locked	40	5	0
10	Locked	40	6	0
11	Locked	40	8	0
12	Locked	40	3	0
13	Locked	40	15	0
14	Locked	40	11	0
15	Locked	40	4	0
16	Locked	40	3	0
17	Locked	40	6	0
18	Locked	40	4	0
19	Locked	40	7	0
20	Locked	40	15	0
21	Locked	40	6	0
22	Locked	40	1	0
23	Locked	40	5	0
24	Locked	40	11	0
25	Locked	40	4	0
26	Locked	40	8	0
27	Locked	40	6	0
28	Locked	40	6	0
29	Locked	40	3	0
30	Locked	40	3	0
31	Locked	40	6	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	44.3	5120	QAM 64	9
1	43100000	43.8	5120	QAM 64	10
2	36600000	43.8	5120	QAM 64	11
3	30100000	43.3	5120	QAM 64	12
4	23600000	43.3	5120	QAM 64	13

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	22	1	0
1	ATDMA	0	22	0	0
2	ATDMA	0	22	0	1
3	ATDMA	0	22	0	0
4	ATDMA	0	22	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	3.1
Config file	DHSUBsgvca69834ncxv987325

Primary Downstream Service Flow

SFID	1084
Max Traffic Rate	402500089 bps
Max Traffic Burst	42600bytes
Min Traffic Rate	0 bps

Primary Upstream Service Flow

SFID	1083
Max Traffic Rate	38500089 bps
Max Traffic Burst	42600bytes
Min Traffic Rate	0 bps
Max Concatenated Burst	42600bytes
Scheduling Type	Best Effort

Network Log

Time	Priority	Description
20-09-2023 14:03:46	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;
20-09-2023 14:03:35	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 12:42:35	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;
20-09-2023 12:41:47	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;
20-09-2023 12:41:21	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 11:35:53	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;
20-09-2023 11:34:37	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;
20-09-2023 11:34:11	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 07:29:57	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;
20-09-2023 03:47:35	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;
20-09-2023 03:47:23	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 00:58:22	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;

[John_GS]

Hi @MortyChris 

Thanks for posting and welcome back to the community.

Sorry to hear of the broadband issues. You need a tech visit because of the downstream channel levels are virtually out of spec and we can see quite a lot of disconnections.

I'll send you a PM now to assist further,

[John_GS]

Hi @MortyChris 

Thanks for joining me on PM and confirming your details. This has enabled me to book the tech visit in for the downstream power level issue – The visit will be viewable via your online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

[MortyChris]

Thank you John!

For the benefit of you and others who are maybe having similar issues, I will report back on this thread in the coming days once the engineer has been and have had time to assess whether the problem is resolved.

Fingers crossed!

[MortyChris]

Hi All & @John_GS

As promised, a quick status update. Pleased to say that the adjustment to the power levels seemed to have done the trick. I have had no noticeable drop outs since and things have been stable on the internet front.

The engineer was quick and efficient and even installed some new cabling and 'wall equipment' where the connection enters the house (she mentioned if was about 20+ years old!). 

Thanks again for the help. Please feel free to close/lock the topic if needed 🙂