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connection drop out with Hub 5

iancarr2020
On our wavelength

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

15 REPLIES 15

jbrennand
Very Insightful Person
Very Insightful Person

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.


--------------------
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.

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
Hero

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.

there is no issues

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000003.339QAM 25625
21390000001.240QAM 2561
31470000001.540QAM 2562
41550000001.841QAM 2563
51630000001.941QAM 2564
61710000002.141QAM 2565
7179000000241QAM 2566
81870000002.441QAM 2567
91950000003.141QAM 2568
102030000002.941QAM 2569
112110000003.141QAM 25610
122190000003.441QAM 25611
132270000003.341QAM 25612
142350000003.241QAM 25613
152430000003.341QAM 25614
162510000003.341QAM 25615
172590000003.441QAM 25616
182670000003.841QAM 25617
192750000003.841QAM 25618
202830000003.941QAM 25619
212910000004.141QAM 25620
22299000000441QAM 25621
23307000000441QAM 25622
24315000000440QAM 25623
253230000003.540QAM 25624
263390000003.640QAM 25626
273470000003.439QAM 25627
283550000003.539QAM 25628
293630000003.739QAM 25629
303710000003.639QAM 25630
313790000003.840QAM 25631
323870000003.840QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked39120
2Locked405298553770
3Locked40307234214842
4Locked41441098268324
5Locked41595485167044
6Locked41904040254569
7Locked41827662287023
8Locked4155142333745
9Locked4110640077
10Locked416958061
11Locked414115541
12Locked412296118
13Locked411456518
14Locked41972914
15Locked4164901
16Locked4137461
17Locked4120924
18Locked4110140
19Locked416490
20Locked4110140
21Locked4126970
22Locked4125080
23Locked413740
24Locked40220
25Locked40200
26Locked40100
27Locked3970
28Locked3980
29Locked3950
30Locked3910
31Locked4010
32Locked4010

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

 

 

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked426.698821480

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000050.55120QAM 649
14310000050.85120QAM 6410
236600000505120QAM 6411
33010000049.85120QAM 6412
42360000049.85120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
141044.22KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA2007400000000

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

iancarr2020
On our wavelength

Network Log

Time Priority Description
07-03-2024 13:32:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:44warningDBC-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 13:18:44noticeUS 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 13:18:40noticeREGISTRATION COMPLETE - Waiting for Operational status
07-03-2024 13:18:34warningDynamic Range Window violation
07-03-2024 13:18:34warningREG-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 13:18:34warningRNG-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 13:18:34warningRNG-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 13:18:34warningRNG-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 13:18:34warningDynamic Range Window violation
07-03-2024 13:18:34warningDynamic Range Window violation
07-03-2024 13:18:34warningRNG-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 13:18:34warningDynamic Range Window violation
07-03-2024 13:18:28noticeDS 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 13:18:21warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:18:19noticeHonoring MDD; IP provisioning mode = IPv4
07-03-2024 13:18:03criticalSYNC 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 13:18:03criticalCable Modem Reboot because of - HW or Power-On Reset
07-03-2024 13:16:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 13:16:02criticalSYNC 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 13:16:01criticalCable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:57:06criticalCable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:57:06criticalSYNC 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 01:01:03criticalReceived 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;
07-03-2024 01:00:28criticalReceived 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 00:59:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:59:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:58:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:57:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 00:57:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

jbrennand
Very Insightful Person
Very Insightful Person

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

____________________


--------------------
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.

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

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000339QAM 25625
21390000000.540QAM 2561
31470000000.740QAM 2562
41550000001.140QAM 2563
51630000001.240QAM 2564
61710000001.441QAM 2565
71790000001.440QAM 2566
81870000001.841QAM 2567
91950000002.541QAM 2568
102030000002.341QAM 2569
112110000002.541QAM 25610
122190000002.941QAM 25611
132270000002.841QAM 25612
142350000002.741QAM 25613
152430000002.841QAM 25614
162510000002.841QAM 25615
172590000002.941QAM 25616
182670000003.441QAM 25617
192750000003.441QAM 25618
202830000003.541QAM 25619
212910000003.841QAM 25620
222990000003.741QAM 25621
233070000003.740QAM 25622
243150000003.740QAM 25623
253230000003.240QAM 25624
263390000003.439QAM 25626
273470000003.239QAM 25627
283550000003.339QAM 25628
293630000003.539QAM 25629
303710000003.439QAM 25630
313790000003.739QAM 25631
323870000003.639QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked391650
2Locked401625145
3Locked403208156
4Locked4010533373
5Locked404732832788
6Locked4120821866
7Locked4013832076
8Locked41454514788
9Locked413515138
10Locked41126790
11Locked41130459
12Locked41137958
13Locked41153839
14Locked41179558
15Locked41133071
16Locked41120788
17Locked41100679
18Locked4182068
19Locked4186136
20Locked4140459
21Locked4181744
22Locked4176971
23Locked4022120
24Locked401710
25Locked401890
26Locked391400
27Locked391400
28Locked391180
29Locked391060
30Locked39820
31Locked39670
32Locked39370

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked427.127140900

still shows errors i think