cancel
Showing results for 
Search instead for 
Did you mean: 

Problem with internet drops and errors on Hub 5

hawthornuk
Joining in

Hi I am seeing errors more frequently on my HUB5 - I rebooted 2 days ago and errors and timeouts are incrementing pretty quickly within one hour  . My internet connection went down completely a few minutes ago and has been unstable for the past few weeks  I am also seeing that the log time clocks are not synched either so cannot correlate the timing of event s (see logs below ) 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11780000003.242QAM 2566
21380000003.942QAM 2561
31460000003.642QAM 2562
41540000003.442QAM 2563
51620000002.842QAM 2564
61700000003.442QAM 2565
7186000000342QAM 2567
81940000002.942QAM 2568
92020000002.742QAM 2569
102100000002.742QAM 25610
112180000002.642QAM 25611
122260000002.442QAM 25612
132340000002.342QAM 25613
142420000002.342QAM 25614
152500000002.442QAM 25615
162580000002.242QAM 25616
172660000002.442QAM 25617
182740000002.242QAM 25618
192820000002.442QAM 25619
202900000002.342QAM 25620
212980000002.342QAM 25621
223060000002.342QAM 25622
233140000002.242QAM 25623
243220000002.442QAM 25624
253300000002.142QAM 25625
263380000002.141QAM 25626
273460000001.642QAM 25627
283540000001.542QAM 25628
293620000001.342QAM 25629
303700000001.342QAM 25630
313780000001.142QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked42172242181228
2Locked42538956578
3Locked42728356946
4Locked42767614260
5Locked421506222981
6Locked4271526363476
7Locked4211610532002
8Locked423036153
9Locked42156199
10Locked4297062
11Locked4273037
12Locked4282144
13Locked42102973
14Locked4288953
15Locked4268916
16Locked4266014
17Locked4283314
18Locked42126812
19Locked42220318
20Locked42314436
21Locked42335561
22Locked4224266
23Locked4211440
24Locked425200
25Locked423390
26Locked413020
27Locked423410
28Locked423850
29Locked423390
30Locked424140
31Locked424150
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000045.35120QAM 641
14310000044.35120QAM 642
236600000445120QAM 643
33010000043.35120QAM 644
42360000042.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA04121
1ATDMA04101
2ATDMA04120
3ATDMA04100
4ATDMA04110

 

19-09-2023 16:19:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 16:19:48warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 16:19:48warningDynamic Range Window violation
19-09-2023 16:19:48warningDynamic Range Window violation
19-09-2023 16:19:48warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 16:19:47warningDBC-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;
19-09-2023 16:19:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 16:19:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person

Power levels all ok - errors not a good sign - although you say they are accumulating - can you double check can you do this...

_________________________________________________

Check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

IF NOTHING IS REPORTED...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T2/3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T ones) you have a problem (noise) that only a Tech visit will sort.   Also check the Upstream QAM’s are all at 64

ALSO

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

hawthornuk
Joining in

Still having issues - was rebooted last week an errors are back even worse this week 

Refresh data

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11780000002.142QAM 2566
21380000002.642QAM 2561
31460000002.341QAM 2562
41540000002.141QAM 2563
51620000001.741QAM 2564
61700000002.142QAM 2565
71860000001.741QAM 2567
81940000001.841QAM 2568
92020000001.341QAM 2569
102100000001.741QAM 25610
112180000001.441QAM 25611
122260000001.341QAM 25612
13234000000141QAM 25613
142420000001.142QAM 25614
152500000001.242QAM 25615
162580000001.142QAM 25616
172660000001.442QAM 25617
182740000001.342QAM 25618
192820000001.542QAM 25619
202900000001.442QAM 25620
212980000001.442QAM 25621
223060000001.242QAM 25622
233140000001.142QAM 25623
243220000001.342QAM 25624
25330000000142QAM 25625
26338000000142QAM 25626
273460000000.642QAM 25627
283540000000.442QAM 25628
293620000000.542QAM 25629
303700000000.140QAM 25630
313780000000.342QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked42122824492266934
2Locked4231543762816
3Locked4146346186758
4Locked4141691881640
5Locked41781055133022
6Locked4211026620965258
7Locked413718543182253
8Locked41634892583
9Locked41414902157
10Locked41308451691
11Locked41262661306
12Locked41254731100
13Locked41246581016
14Locked4221414784
15Locked4217363596
16Locked4215546423
17Locked4215409431
18Locked4219915366
19Locked4236819289
20Locked4242312349
21Locked4235687448
22Locked4222341213
23Locked4210568154
24Locked425319169
25Locked424217136
26Locked423694149
27Locked423964126
28Locked424018166
29Locked423638114
30Locked40398665
31Locked423475106
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.35120QAM 641
14310000045.55120QAM 642
23660000045.35120QAM 643
33010000043.85120QAM 644
42360000043.85120QAM 645

Upstream bonded channels

 
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA06101
1ATDMA06100
2ATDMA06100
3ATDMA06100
4ATDMA0610

0

 

Network Log

Time Priority Description
25-09-2023 13:06:26warningDynamic Range Window violation
25-09-2023 13:06:26warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:06:25criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:22warningDynamic Range Window violation
25-09-2023 13:03:22warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:22warningDynamic Range Window violation
25-09-2023 13:03:22warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:21noticeREGISTRATION COMPLETE - Waiting for Operational status
25-09-2023 13:03:21warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:21criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:21warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:21warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:21warningDynamic Range Window violation
25-09-2023 13:03:21warningDynamic Range Window violation
25-09-2023 13:03:11warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:03:06noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:02:43warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 13:02:41noticeHonoring MDD; IP provisioning mode = IPv4
25-09-2023 13:02:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 12:52:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 09:29:01criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 08:56:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 08:25:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 07:25:03criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 06:00:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 06:00:52critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 06:00:52criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 06:00:12critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 06:00:12criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 05:58:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 05:57:52critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2023 05:57:52criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Hey hawthornuk,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, there are some issues with the power levels with your connection that will need a technician visit to resolve. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

You're very welcome hawthornuk and if you get chance, please let us know how the visit goes 👍

Kind Regards,

Steven_L

hawthornuk
Joining in

Will do thanks