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Wi-Fi Keeps Disconnecting with Hub5

pommy2023
Joining in

‎01-05-2023 21:58 - edited ‎01-05-2023 22:00

Evening all, 

I hope someone can help please. We got VM 1Gig broadband installed last month and we received a Hub 5. Ever since it’s keeps disconnecting periodically. At first it seemed to be every night around 9.30pm and thought it must be the area we are in and thought I would monitor it but soon it began doing it more randomly and it’s now at the point where it’s becoming annoying dropping for around a couple of mins each time. 

Looking on this forum it seems to be a Hub 5 issue so I’ve attached some logs similar to what has been asked in previous threads. 

How can this be resolved? Is it an easy fix? 

Thanks in advance 🙂 

Network Log

Time

Priority

Description

01-05-2023 21:33:38

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 21:33:17

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 19:36:56

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 17:48:38

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 17:48:15

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 15:56:57

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 12:30:21

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 12:30:13

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 12:30:06

warning

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 12:30:04

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 12:26:24

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 10:14:38

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 10:14:11

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 10:00:44

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 09:59:10

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 09:58:59

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 09:46:54

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 09:45:36

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 09:45:35

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 07:00:57

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 06:59:45

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 06:59:25

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 06:02:52

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 06:01:51

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 06:01:31

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 04:52:15

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 04:50:33

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 04:50:32

warning

MDD message timeout;CM-MAC=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 03:03:00

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

01-05-2023 03:01:52

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=(Removed);CMTS-MAC=(Removed);CM-QOS=1.1;CM-VER=3.1;

 

 

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9 REPLIES 9

jonwren
Dialled in

on ‎02-05-2023 20:37

I’ve had mine for a couple of months now, it happens daily up to 11 times per day, am always told it’s been fixed and within a hour or two it disconnects again.

it’s forced my wife to now lose her job (worked from home) and has forced costs up for others in the shared accommodation as they also can no longer work from home, virgin seems to think it’s perfectly fine, no compensation nothing, if you can try to get out of the contract and go with another company 

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jbrennand
Very Insightful Person
Very Insightful Person

on ‎02-05-2023 20:57

Post up 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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 character limits are “exceeded” - just do two posts

Then also....

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


--------------------
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.
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pommy2023
Joining in
In response to jbrennand

on ‎02-05-2023 21:37

Hi, jbrennand. I’ve attached the following info you requested. Thanks 

Network Log

Time Priority Description
02-05-2023 20:18:29noticeCM-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;
02-05-2023 15:43:09noticeCM-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;
02-05-2023 15:43:04warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2023 13:47:49noticeCM-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;
02-05-2023 09:55:58errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2023 08:16:32noticeCM-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;
02-05-2023 08:16:26warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2023 05:48:31noticeCM-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;
01-05-2023 21:33:38noticeCM-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;
01-05-2023 21:33:17warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 19:36:56noticeCM-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;
01-05-2023 17:48:38noticeCM-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;
01-05-2023 17:48:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 15:56:57noticeCM-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;
01-05-2023 12:30:21noticeCM-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;
01-05-2023 12:30:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 12:30:06warningDBC-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;
01-05-2023 12:30:04criticalReceived 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;
01-05-2023 12:26:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 10:14:38noticeCM-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;
01-05-2023 10:14:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 10:00:44noticeCM-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;
01-05-2023 09:59:10noticeCM-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;
01-05-2023 09:58:59warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 09:46:54noticeCM-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;
01-05-2023 09:45:36noticeCM-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;
01-05-2023 09:45:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 07:00:57noticeCM-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;
01-05-2023 06:59:45noticeCM-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;
01-05-2023 06:59:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-05-2023 06:02:52noticeCM-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;
01-05-2023 06:01:51noticeCM-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;
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pommy2023
Joining in
In response to jbrennand

on ‎02-05-2023 21:38

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.941QAM 25625
22110000005.341QAM 25610
3219000000541QAM 25611
42270000004.741QAM 25612
52350000004.641QAM 25613
62430000004.841QAM 25614
7251000000541QAM 25615
8259000000541QAM 25616
92670000004.841QAM 25617
102750000004.941QAM 25618
11283000000542QAM 25619
122910000004.941QAM 25620
132990000005.142QAM 25621
143070000005.241QAM 25622
153150000004.841QAM 25623
163230000004.841QAM 25624
173390000004.641QAM 25626
183470000004.841QAM 25627
193550000004.541QAM 25628
203630000004.442QAM 25629
213710000004.141QAM 25630
223790000004.441QAM 25631
233870000004.341QAM 25632
243950000004.441QAM 25633
254030000004.442QAM 25634
264110000004.341QAM 25635
274190000004.442QAM 25636
284270000004.542QAM 25637
294350000004.642QAM 25638
304430000004.342QAM 25639
314510000004.642QAM 25640

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41820
2Locked41720
3Locked41600
4Locked41840
5Locked41670
6Locked41780
7Locked41660
8Locked41560
9Locked41710
10Locked41560
11Locked42620
12Locked41710
13Locked42660
14Locked41700
15Locked41790
16Locked41830
17Locked41740
18Locked41620
19Locked41710
20Locked42900
21Locked41720
22Locked41570
23Locked41610
24Locked41550
25Locked42530
26Locked41850
27Locked42510
28Locked42420
29Locked42500
30Locked42400
31Locked42380
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pommy2023
Joining in
In response to jbrennand

on ‎02-05-2023 21:40

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.35120QAM 641
14310000045.35120QAM 642
23660000045.35120QAM 643
33010000044.85120QAM 644
42360000044.35120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100

I had my Sky Stream connected via Wi-Fi. I have since moved it over to a wired connection and we still experience the same issues so wired/wireless makes no difference. Rather annoying when like many people we rely on it for work purposes too. Thanks 

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Tom_W1
Forum Team
Forum Team
In response to pommy2023

on ‎05-05-2023 12:00

Hi @pommy2023 thanks for your post here in the Community although we're sorry to hear of your concerns raised here.

We've ran some checks and there aren't any issues on the network as things stand, is this still happening for you?

Is it just your Sky Stream box experiencing the issues, have you been able to test anything else over ethernet to see if it works this way please?

Many thanks

Tom_W
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pommy2023
Joining in
In response to Tom_W1

on ‎05-05-2023 16:16

Hi Tom, this issue is indeed happening on a daily basis, it does happen during the day but mainly occurs in the evening. 

I have tried my laptop on Ethernet and issue still occurs. Could you arrange for a new hub to be sent out, could the hub be an issue as so many people on the internet have mentioned about the Hub5? 

I used to have the Hub4 and it ran smoothly without any drops outs. 

thanks 

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Jacquimark
On our wavelength

on ‎05-05-2023 17:20

I had the same problem as you. On the fourth technician visit after all cables and other bits had been changed he fitted a hub 4 👍🏼. Been working with no problems ever since. 

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Natalie_L
Forum Team (Retired)
Forum Team (Retired)
In response to pommy2023

on ‎08-05-2023 13:34

Thank you for your reply pommy2023.

We have ran further checks that could suggest the Hub is experiencing issues. 

Although we are unable to order a replacement Hub, we can look to arrange a technician visit to investigate further. If a replacement is required, the technician can action this. 

I will just need to take some details so I will pop you over a private message. 

Speak soon, 

 

Nat
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