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flatearth
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Message 1 of 27
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Need Customer service connection drops

Hello, I have a hub 4 with 1 gig connection and for the last 3 weeks now I'm getting disconnected every 3 hours. Reboot the hub only solves the problem. Also if you require data from the hub, how do I get it over a mobile as I don't have a laptop at the moment.

 

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stabilo00
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Message 2 of 27
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Re: Need Customer service connection drops

Connect to hub wifi with phone. Open a browser and enter http://192.168.0.1/
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flatearth
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Message 3 of 27
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Re: Need Customer service connection drops

Ok thanks im in the hub, so what info do you require Downstream or Upstream. Cause it says I can't use more than 20000 words. 

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jbrennand
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Message 4 of 27
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Re: Need Customer service connection drops

Follow this...
_________

copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If it says too many words just keep pressing the send button - it should "go".

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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flatearth
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Message 5 of 27
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Re: Need Customer service connection drops

I copied and pasted the required info and kept pressing the go button but it's not posting too many words 

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jbrennand
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Message 6 of 27
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Re: Need Customer service connection drops

It works fine for most users - if you have an issue post it up in 2 or 3 separate posts

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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flatearth
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Message 7 of 27
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Re: Need Customer service connection drops

OK I'll do it in separate posts 

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flatearth
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Message 8 of 27
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Re: Need Customer service connection drops

 

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

293630000001.339QAM25629
102110000003.940.4QAM25610
112190000003.840.4QAM25611
122270000003.940.4QAM25612
13235000000440.4QAM25613
14243000000440.4QAM25614
152510000003.540.4QAM25615
162590000003.539QAM25616
172670000003.239QAM25617
182750000003.139QAM25618
192830000003.240.4QAM25619
202910000003.139QAM25620
21299000000339QAM25621
223070000002.640.4QAM25622
233150000002.238.6QAM25623
243230000001.839QAM25624
253310000001.639QAM25625
263390000001.639QAM25626
273470000001.639QAM25627
283550000001.339QAM25628
30371000000139QAM25630
313790000000.739QAM25631
11390000006.340.9QAM2561
21470000006.240.4QAM2562
31550000006.240.4QAM2563
41630000005.840.4QAM2564
51710000005.440.4QAM2565
61790000005.340.9QAM2566
71870000005.340.4QAM2567
8195000000540.4QAM2568
92030000004.440.4QAM2569



3.0 Downstream channels

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

29Locked38.98326100
10Locked40.36628700
11Locked40.36628700
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked40.36628700
20Locked38.98326100
21Locked38.98326100
22Locked40.36628700
23Locked38.60537700
24Locked38.98326100
25Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
30Locked38.98326100
31Locked38.98326100
1Locked40.94620900
2Locked40.36628700
3Locked40.36628700
4Locked40.36628700
5Locked40.36628700
6Locked40.94620900
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM2048759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked34-12.51423102220
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flatearth
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Message 9 of 27
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Re: Need Customer service connection drops

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

15370000045.85120 KSym/sec64QAM10
23260000044.85120 KSym/sec64QAM13
33940000044.85120 KSym/sec64QAM12
44620000045.35120 KSym/sec64QAM11



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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flatearth
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Message 10 of 27
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Re: Need Customer service connection drops

 

13/04/2021 18:48:506DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 04:36:345MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 04:36:576CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 300227; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 04:37:176DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 04:48:515DBC-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;
Wed 14/04/2021 04:48:536DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 18:52:325MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 18:53:026DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 19:04:475DBC-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;
Wed 14/04/2021 19:04:506DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 20:58:355MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 20:59:056DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 21:10:505DBC-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;
Wed 14/04/2021 21:10:536DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 22:05:435MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 22:06:296DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 14/04/2021 22:18:005DBC-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;
Wed 14/04/2021 23:06:386DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 09:58:565MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 09:59:516DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 10:11:135DBC-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;
Thu 15/04/2021 10:11:156DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 13:02:255MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 13:03:186DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/04/2021 13:14:405DBC-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;
Thu 15/04/2021 13:14:436DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 07:14:125MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 07:15:076DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 07:26:295DBC-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;
Fri 16/04/2021 07:26:316DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 11:02:135MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 11:02:566DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 11:14:295DBC-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;
Fri 16/04/2021 11:14:326DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 14:42:075MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 14:42:576DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/04/2021 14:54:235DBC-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;
Fri 16/04/2021 14:54:266DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 17/04/2021 07:40:575MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 17/04/2021 07:41:236DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 17/04/2021 07:53:135DBC-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;
Sat 17/04/2021 07:53:156DS profile assignment change. DS Chan ID: 159; Previous Profile: 1; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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