Regular connection dropout Hub4

[reidm99]

Currently on Volt Gig1 (with 52 Mbps upstream).

Since early on Monday morning (2022-08-21), I have been experiencing regular internet disconnects at appx. half-hourly intervals.
These last from a couple of seconds to appx 30 seconds.
I didn’t notice this until late Monday night when attempting to play online gaming.

I only have PC, printer and one V6 box connected via ethernet and another V6 box and mobile connected via wi-fi, so nothing too strenuous.

I have rebooted my PC, Hub4 (3x) and  performed a hard reset on the Hub4 (3x). 
Aside from that I  I have also checked the head-end, all coax connections etc.

The first time I performed a hard reset, it actually triggered a software update which I thought might solve the problem, but no.

When I check the online service status it doesn’t find a fault in my area, but further checking the broadband, it states:

“Looks like there's still an issue with your connection
We're looking into it. Check back here after * hours and if there's still an issue we'll help you book a technician.”   
* Currently at 3 hours.

The Hub4 diagnostic tool reports:
1        Your broadband connection is working.
2        Gateway IPv4 address is valid.
3        Your broadband connection is ready.
4        The temperature of your Hub 4 is normal.
5        There is no telephone service.

Network Log

Time Priority Description

Tue Aug 23 15:21:34 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:40 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:56 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:13:12 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:42:58 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:49 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:57 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:47:40 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 19:17:00 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:53 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:58 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:39:08 2022	5	DBC-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;
Tue Aug 23 20:39:08 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:48:32 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 21:11:00 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:16:12 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:46:05 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[reidm99]

3.0 Downstream channels

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

25	331000000	-1.099998	38.983261	QAM256	25
18	275000000	0.599998	38.983261	QAM256	18
19	283000000	0.299999	38.605377	QAM256	19
20	291000000	0.200001	38.983261	QAM256	20
21	299000000	0.299999	38.983261	QAM256	21
22	307000000	0.099998	38.605377	QAM256	22
23	315000000	-0.299999	38.983261	QAM256	23
24	323000000	-0.700001	38.983261	QAM256	24
26	339000000	-1.299999	38.983261	QAM256	26
27	347000000	-1.599998	38.605377	QAM256	27
28	355000000	-1.900002	38.605377	QAM256	28
29	363000000	-2.000000	38.983261	QAM256	29
30	371000000	-2.000000	38.605377	QAM256	30
31	379000000	-2.200001	38.605377	QAM256	31
32	387000000	-2.299999	38.983261	QAM256	32
33	395000000	-2.500000	38.983261	QAM256	33
34	403000000	-2.599998	38.983261	QAM256	34
35	411000000	-2.799999	38.605377	QAM256	35
36	419000000	-2.700001	38.605377	QAM256	36
37	427000000	-2.700001	38.983261	QAM256	37
38	435000000	-2.200001	38.605377	QAM256	38
39	443000000	-2.299999	38.983261	QAM256	39
40	451000000	-2.299999	38.983261	QAM256	40
41	459000000	-3.000000	38.983261	QAM256	41
42	467000000	-2.900002	38.983261	QAM256	42
43	475000000	-3.200001	38.605377	QAM256	43
44	483000000	-3.099998	38.983261	QAM256	44
45	491000000	-3.400002	38.983261	QAM256	45
46	499000000	-3.299999	38.605377	QAM256	46
47	507000000	-3.599998	38.605377	QAM256	47
48	515000000	-3.700001	38.983261	QAM256	48

3.0 Downstream channels

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

25	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.605377	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	4	0
34	Locked	38.983261	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0
37	Locked	38.983261	0	0
38	Locked	38.605377	0	0
39	Locked	38.983261	0	0
40	Locked	38.983261	0	0
41	Locked	38.983261	0	0
42	Locked	38.983261	0	0
43	Locked	38.605377	0	0
44	Locked	38.983261	0	0
45	Locked	38.983261	0	0
46	Locked	38.605377	0	0
47	Locked	38.605377	0	0
48	Locked	38.983261	0	0

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

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

38

-6.5

224908746

384

[reidm99]

BQM Monday 2022-08-22

https://www.thinkbroadband.com/broadband/monitoring/quality/share/df31854fb2da129d748295f98aa7ff33b6... 

Tuesday 2022-08-23

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dedd84e96887a6050a7fe1d89f34a91069... 

Wed 2022-08-24

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07457c8251162ca4958bf2f0842e3a97b0... 

[reidm99]

Apologies, I tried to post the Upstream channels log, but as i did so the site went down last night (error 505/4/3 something like that).

However, the problem has now resolved itself.

I suspect looking at the log that the docsis 3.1 upstream channel was the culprit, as I no longer have one active - 

Previous log:
Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31 5
DOCSIS 3.1 channels
1 1

Current
Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31 5
DOCSIS 3.1 channels
1 0

This is my current BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07457c8251162ca4958bf2f0842e3a97b0... 

[Vikki_M]

Hi @reidm99

Thank you for your post and welcome to our community.

I am sorry to hear about the service issues you are having.

I have checked things from our side and we will need to arrange an engineer visit for you.

I will send you a private message so we can arrange this. 

Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 

[reidm99]

Hi Vikki_M
I've replied to your PM.
Can you advise what the visit will entail as I currently have no issues?

[Vikki_M]

Hi @reidm99

I will reply to your private message now so we can discuss in more detail. 

[reidm99]

The engineer visited Monday 05.
Replaced connector on cable to Hub 4.
Checked splitter.
Moved position in street cabinet.
Narrowed down problem to probable damage to cable from street to house entry.

She said she'd speak to her supervisor/manager to arrange subsequent visit to correct this, which may take some time.
Have not heard anything yet about this.

Two things:

1. Have not had follow up email from Medallia as promised.
2. Had email on 7th September offering free WiFi Pod - however it states:
   "…Just fill out this form by 5th September and we’ll send one out to you. "

Does the offer of the WiFi pod still stand despite the late email?

[Martin_N]

Thank you for that information. Did the engineer leave any contact information for them?

Any customer on a Volt package can get up to 3 free WiFi pods.

^Martin

[reidm99]

Hi,
finally had the Medallia feedback email and yes, the engineer did leave her ID and name.

I've used the Connect app and it reports no problems with WiFi - it's only a two-bedroom maisonette,
so all on one level and speeds etc. are fine.
I only use WiFi for phone and one V6 box, so no particular urgent need for a pod anyway.

reidm99.