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New Hub4 Disconnection needs rebooting often

Hi,

Around  2 months ago received the Hub4 to replace our old Hub2. I installed it as described in the manual and set it up in modem only mode with an Asus router (which I had previously). Since then, I have had numerous issues with the internet connection going down (wired and wireless) which means I have to reboot.

I did have an attenuator connected to the old router  which I didn't think I would need for the new one but now I think I made a mistake.....I've tried calling into Virgin Media but it just ran an automated test then sent  me a text message; so I cant  speak to anyone. This is making working from home very challenging and I could so with getting it fixed.

Here are some reports from the  SuperHub

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

42.020599

5120 KSym/sec

8QAM

4

2

46200000

41.770599

5120 KSym/sec

32QAM

3

3

53700000

43.270599

5120 KSym/sec

32QAM

2

4

60300000

43.270599

5120 KSym/sec

64QAM

1

 

Network log

 

Time

Priority

Description

Tue 10/11/2020 12:32:55

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 10/11/2020 13:02:55

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 10/11/2020 13:02:55

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Re: New Hub4 Disconnection needs rebooting often

You've only post your upstream data, however I can already see that they are out of spec:

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

42.020599

5120 KSym/sec

8QAM

4

2

46200000

41.770599

5120 KSym/sec

32QAM

3

3

53700000

43.270599

5120 KSym/sec

32QAM

2

4

60300000

43.270599

5120 KSym/sec

64QAM

1

 

The highlighted values above should all be 64.

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Alessandro Volta
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Re: New Hub4 Disconnection needs rebooting often

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: New Hub4 Disconnection needs rebooting often

Thanks for the quick response!

Here is the downstream

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

12

499000000

4.900002

38.605377

QAM256

12

10

483000000

4.900002

38.983261

QAM256

10

11

491000000

4.800003

38.983261

QAM256

11

13

507000000

5.199997

38.983261

QAM256

13

14

515000000

5.199997

38.605377

QAM256

14

15

523000000

5.300003

38.983261

QAM256

15

16

531000000

4.900002

38.983261

QAM256

16

17

539000000

4.900002

38.605377

QAM256

17

18

547000000

5.500000

38.605377

QAM256

18

19

555000000

5.400002

38.983261

QAM256

19

20

563000000

5.400002

38.605377

QAM256

20

21

571000000

5.199997

38.983261

QAM256

21

22

579000000

5.599998

38.605377

QAM256

22

23

587000000

5.500000

38.983261

QAM256

23

24

595000000

5.300003

38.605377

QAM256

24

25

603000000

4.800003

38.983261

QAM256

25

26

611000000

5.300003

38.605377

QAM256

26

27

619000000

5.500000

38.605377

QAM256

27

28

627000000

5.300003

38.605377

QAM256

28

29

635000000

5.300003

38.605377

QAM256

29

30

643000000

4.800003

38.605377

QAM256

30

31

651000000

5.199997

38.605377

QAM256

31

32

659000000

5.099998

38.983261

QAM256

32

33

667000000

4.599998

38.605377

QAM256

33

34

675000000

4.500000

38.605377

QAM256

34

35

683000000

4.699997

38.605377

QAM256

35

36

691000000

5.000000

38.605377

QAM256

36

37

699000000

4.900002

38.605377

QAM256

37

38

707000000

4.300003

38.983261

QAM256

38

39

715000000

4.099998

38.605377

QAM256

39

40

723000000

4.500000

38.605377

QAM256

40

 

 

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Re: New Hub4 Disconnection needs rebooting often

And here are some more logs



3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728




3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

4.9

6027934

0

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Re: New Hub4 Disconnection needs rebooting often


@Berwyn77 wrote:

Thanks for the quick response!

Here is the downstream

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

12

499000000

4.900002

38.605377

QAM256

12

10

483000000

4.900002

38.983261

QAM256

10

11

491000000

4.800003

38.983261

QAM256

11

13

507000000

5.199997

38.983261

QAM256

13

14

515000000

5.199997

38.605377

QAM256

14

15

523000000

5.300003

38.983261

QAM256

15

16

531000000

4.900002

38.983261

QAM256

16

17

539000000

4.900002

38.605377

QAM256

17

18

547000000

5.500000

38.605377

QAM256

18

19

555000000

5.400002

38.983261

QAM256

19

20

563000000

5.400002

38.605377

QAM256

20

21

571000000

5.199997

38.983261

QAM256

21

22

579000000

5.599998

38.605377

QAM256

22

23

587000000

5.500000

38.983261

QAM256

23

24

595000000

5.300003

38.605377

QAM256

24

25

603000000

4.800003

38.983261

QAM256

25

26

611000000

5.300003

38.605377

QAM256

26

27

619000000

5.500000

38.605377

QAM256

27

28

627000000

5.300003

38.605377

QAM256

28

29

635000000

5.300003

38.605377

QAM256

29

30

643000000

4.800003

38.605377

QAM256

30

31

651000000

5.199997

38.605377

QAM256

31

32

659000000

5.099998

38.983261

QAM256

32

33

667000000

4.599998

38.605377

QAM256

33

34

675000000

4.500000

38.605377

QAM256

34

35

683000000

4.699997

38.605377

QAM256

35

36

691000000

5.000000

38.605377

QAM256

36

37

699000000

4.900002

38.605377

QAM256

37

38

707000000

4.300003

38.983261

QAM256

38

39

715000000

4.099998

38.605377

QAM256

39

40

723000000

4.500000

38.605377

QAM256

40

 

 


Downstream looks 'OK', in spec power levels should be between -6 and +10.

 

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Re: New Hub4 Disconnection needs rebooting often


@Berwyn77 wrote:

And here are some more logs



3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728




3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

4.9

6027934

0


The DOCSIS 3.1 channel also looks 'OK'.

What dB value is the attenuator?

 

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Re: New Hub4 Disconnection needs rebooting often

Thanks Carl,

I don't have an attenuator. I used to have one on our old Super Hub 2 but it got recycled along with that router.

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Re: New Hub4 Disconnection needs rebooting often


@Berwyn77 wrote:

Thanks Carl,

I don't have an attenuator. I used to have one on our old Super Hub 2 but it got recycled along with that router.


Fair enough.

Regardless an engineer is required to investigate the issue with your upstream channels.

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Re: New Hub4 Disconnection needs rebooting often

Check all the cabling is seated correctly and secure as well

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