connection drop out with Hub 5

[iancarr2020]

i have issues since tuesday, hub 5 shows white solid light and connected, speed is very slow, and when ever you try to upload the Hub drops the connection and flashes red, after few minutes it returns to white but again speeds as low as 100mb despite being on 1gb service, spoke to CS at 8 AM who said an engineer was needed despite almost no trouble shooting, after a second call the 2nd agent suggested cancelling the visit claiming there was an outage despite no outages on status check.

after 5 minutes of basic checks once again said allow 24 hours for fix as he believes it to be an outage, even though my next door neighbour has no issue with their connection. 

anyone else having these issues and how to fix

[jbrennand]

If it is a "known problem"...

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.

[iancarr2020]

but no one at tech support can offer any fix, been told its equipment issue, then network issue now an agent is saying she has no clue despite replicating it on the call and as soon as any data is uploaded the router goes red and disconnects, been hit with huge price increase and then a service that is not usable as daughter cant even do online course work due to it cutting off as soon as she starts zoom call and there is any data upload

[Client62]

Have you ignored the advice to call 0800 561 0061  to find out if there is a known fault in your street that is causing your difficulties ?

Please Copy / Paste the text from the Hub 5 Upstream & Downstream connection tabs , perhaps we can see this issue in the stats which puts you in a better position to request and engineer comes to fix it.

[iancarr2020]

there is no issues

3.0 Downstream channels

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

1	331000000	3.3	39	QAM 256	25
2	139000000	1.2	40	QAM 256	1
3	147000000	1.5	40	QAM 256	2
4	155000000	1.8	41	QAM 256	3
5	163000000	1.9	41	QAM 256	4
6	171000000	2.1	41	QAM 256	5
7	179000000	2	41	QAM 256	6
8	187000000	2.4	41	QAM 256	7
9	195000000	3.1	41	QAM 256	8
10	203000000	2.9	41	QAM 256	9
11	211000000	3.1	41	QAM 256	10
12	219000000	3.4	41	QAM 256	11
13	227000000	3.3	41	QAM 256	12
14	235000000	3.2	41	QAM 256	13
15	243000000	3.3	41	QAM 256	14
16	251000000	3.3	41	QAM 256	15
17	259000000	3.4	41	QAM 256	16
18	267000000	3.8	41	QAM 256	17
19	275000000	3.8	41	QAM 256	18
20	283000000	3.9	41	QAM 256	19
21	291000000	4.1	41	QAM 256	20
22	299000000	4	41	QAM 256	21
23	307000000	4	41	QAM 256	22
24	315000000	4	40	QAM 256	23
25	323000000	3.5	40	QAM 256	24
26	339000000	3.6	40	QAM 256	26
27	347000000	3.4	39	QAM 256	27
28	355000000	3.5	39	QAM 256	28
29	363000000	3.7	39	QAM 256	29
30	371000000	3.6	39	QAM 256	30
31	379000000	3.8	40	QAM 256	31
32	387000000	3.8	40	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	12	0
2	Locked	40	52985	53770
3	Locked	40	307234	214842
4	Locked	41	441098	268324
5	Locked	41	595485	167044
6	Locked	41	904040	254569
7	Locked	41	827662	287023
8	Locked	41	551423	33745
9	Locked	41	106400	77
10	Locked	41	69580	61
11	Locked	41	41155	41
12	Locked	41	22961	18
13	Locked	41	14565	18
14	Locked	41	9729	14
15	Locked	41	6490	1
16	Locked	41	3746	1
17	Locked	41	2092	4
18	Locked	41	1014	0
19	Locked	41	649	0
20	Locked	41	1014	0
21	Locked	41	2697	0
22	Locked	41	2508	0
23	Locked	41	374	0
24	Locked	40	22	0
25	Locked	40	20	0
26	Locked	40	10	0
27	Locked	39	7	0
28	Locked	39	8	0
29	Locked	39	5	0
30	Locked	39	1	0
31	Locked	40	1	0
32	Locked	40	1	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

6.6

9882148

0

3.0 Upstream channels

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

0	49600000	50.5	5120	QAM 64	9
1	43100000	50.8	5120	QAM 64	10
2	36600000	50	5120	QAM 64	11
3	30100000	49.8	5120	QAM 64	12
4	23600000	49.8	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10

44.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

74000000

0

0

[iancarr2020]

there is no known issues, did this tuesday, and again now, 

[iancarr2020]

Network Log

Time Priority Description

07-03-2024 13:32:00	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:44	warning	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;
07-03-2024 13:18:44	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:40	notice	REGISTRATION COMPLETE - Waiting for Operational status
07-03-2024 13:18:34	warning	Dynamic Range Window violation
07-03-2024 13:18:34	warning	REG-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;
07-03-2024 13:18:34	warning	RNG-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;
07-03-2024 13:18:34	warning	RNG-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;
07-03-2024 13:18:34	warning	RNG-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;
07-03-2024 13:18:34	warning	Dynamic Range Window violation
07-03-2024 13:18:34	warning	Dynamic Range Window violation
07-03-2024 13:18:34	warning	RNG-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;
07-03-2024 13:18:34	warning	Dynamic Range Window violation
07-03-2024 13:18:28	notice	DS 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;
07-03-2024 13:18:21	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:19	notice	Honoring MDD; IP provisioning mode = IPv4
07-03-2024 13:18:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:03	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-03-2024 13:16:08	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:16:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:16:01	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:57:06	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:57:06	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 01:01:03	critical	Received 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;
07-03-2024 01:00:28	critical	Received 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;
07-03-2024 00:59:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:59:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:57:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:57:53	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

The downstream data table is suggesting an issue - huge post-RS errors are not good - but they may be historic from a one off event - so can you double check by doing this...

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. 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 T3 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 T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

____________________

[iancarr2020]

thanks will do this now, an engineer has now been booked too after the 8th call to tech support, agent took me to sam knows real speed test and it showed 110 mb to router, she said oh thats fine at least it is connected, ended up speaking to supervisor who agreed to engineer

[iancarr2020]

3.0 Downstream channels

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

1	331000000	3	39	QAM 256	25
2	139000000	0.5	40	QAM 256	1
3	147000000	0.7	40	QAM 256	2
4	155000000	1.1	40	QAM 256	3
5	163000000	1.2	40	QAM 256	4
6	171000000	1.4	41	QAM 256	5
7	179000000	1.4	40	QAM 256	6
8	187000000	1.8	41	QAM 256	7
9	195000000	2.5	41	QAM 256	8
10	203000000	2.3	41	QAM 256	9
11	211000000	2.5	41	QAM 256	10
12	219000000	2.9	41	QAM 256	11
13	227000000	2.8	41	QAM 256	12
14	235000000	2.7	41	QAM 256	13
15	243000000	2.8	41	QAM 256	14
16	251000000	2.8	41	QAM 256	15
17	259000000	2.9	41	QAM 256	16
18	267000000	3.4	41	QAM 256	17
19	275000000	3.4	41	QAM 256	18
20	283000000	3.5	41	QAM 256	19
21	291000000	3.8	41	QAM 256	20
22	299000000	3.7	41	QAM 256	21
23	307000000	3.7	40	QAM 256	22
24	315000000	3.7	40	QAM 256	23
25	323000000	3.2	40	QAM 256	24
26	339000000	3.4	39	QAM 256	26
27	347000000	3.2	39	QAM 256	27
28	355000000	3.3	39	QAM 256	28
29	363000000	3.5	39	QAM 256	29
30	371000000	3.4	39	QAM 256	30
31	379000000	3.7	39	QAM 256	31
32	387000000	3.6	39	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	165	0
2	Locked	40	1625	145
3	Locked	40	3208	156
4	Locked	40	10533	373
5	Locked	40	47328	32788
6	Locked	41	2082	1866
7	Locked	40	1383	2076
8	Locked	41	4545	14788
9	Locked	41	3515	138
10	Locked	41	1267	90
11	Locked	41	1304	59
12	Locked	41	1379	58
13	Locked	41	1538	39
14	Locked	41	1795	58
15	Locked	41	1330	71
16	Locked	41	1207	88
17	Locked	41	1006	79
18	Locked	41	820	68
19	Locked	41	861	36
20	Locked	41	4045	9
21	Locked	41	8174	4
22	Locked	41	7697	1
23	Locked	40	2212	0
24	Locked	40	171	0
25	Locked	40	189	0
26	Locked	39	140	0
27	Locked	39	140	0
28	Locked	39	118	0
29	Locked	39	106	0
30	Locked	39	82	0
31	Locked	39	67	0
32	Locked	39	37	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

7.1

2714090

0

still shows errors i think