Random connections dropping (MDD errors) - better in modem mode?

[pppp_23]

I'm now on my 2nd HUb 5 to try to solve the problem of random disconnections of service. All associated with MDD errors according to the network log. Lots of people on this board have reported the issue. I'm just wondering if anyone has managed to solve it by switching to modem mode?

[Adri_G]

Hey pppp_23, thanks for your post on our help forum and welcome to our community.

We're sorry to hear of the ongoing issues with your services, we'd love to best help with that.
From our checks we can see an appointment with a technician had been arranged for today, would you be able to update us on how things have gone?

Please, let us know if you're still experiencing an issue and we're happy to help out.

[pppp_23]

The tech guy said the most likely problem was high upstream power levels - and that it's most likely a problem at the connection in the street. He was unable to contact a network person but said that someone would be in touch to let me know that it was going to be looked at. That was at 11.00ish but I've heard nothing since. The connections are still dropping regularly:

[pppp_23]

The saga continues. The technician yesterday say the disconnection issues were due to high upstream power levels and that needed a network technician to come out and make an adjustment at the box in the street. Well, I've been tracking those levels and they've been consistently higher than the 33-49 dBmV which I was told was the normal range. A VM technician has been at the corner of the street and sure enough our service was cut off completely while he did his stuff - at last! Only now that he's gone I've just looked at the power levels again - and no change. This is EXACTLY what they have been for days now.

Upstream bonded channels

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

0	49600000	51.5	5120	QAM 64	9
1	43100000	50.3	5120	QAM 64	10
2	36600000	49	5120	QAM 64	11
3	30100000	48	5120	QAM 64	12
4	23600000	47.5	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

I'm expecting the service to start dropping connections again any minute now.

[pppp_23]

Another update - the power levels are better, but the problem with the random disconnections is still there. Please, somebody at VM - what's going on?

Upstream levels:

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

0	49600000	47	5120	QAM 64	9
1	43100000	45.8	5120	QAM 64	10
2	36600000	45	5120	QAM 64	11
3	30100000	44.5	5120	QAM 64	12
4	23600000	44.5	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	18	0
1	ATDMA	0	0	18	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	18	0

And yet I keep getting random disconnections where the service disappears for two minutes at a time (for wired and wireless connections) - but the hub shows no warning lights or reboots. Each time the service drops the network log shows the same sequence of records:

Network Log

Time Priority Description

15-03-2023 09:00:28	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=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
15-03-2023 08:58:45	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=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;
15-03-2023 08:58:29	warning	MDD message timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;

[Daniel_Et]

Hi @pppp_23 👋, thank you for your post. We're pleased to hear the power levels are better, but it's disappointing that the random disconnections are continuing to occur 😔

We have checked our systems and although we can't see anything obvious that would explain the disconnections, we can see some evidence the issue is there.

We'll send you a private message to discuss the matter in more detail. Look out for the purple box in the top right-hand corner 😀

Additional advice on how to deal with connection problems can be found here.

Regards,
Daniel

[pppp_23]

@Daniel_Et The additional info only ever asks to reboot the Hub. It's been rebooted and factory reset many times. None of these things make a difference. The random disconnects are happening at least around 10 - 12 times a day. And swapping out the Hub 5 for a new Hub 5 also made no difference. I think it's time to switch back to a Hub 4 now.

[Daniel_Et]

Hi @pppp_23, I can confirm that a technician appointment has now been arranged. 

To check the details regarding this, and reschedule the appointment if need be, you can go to your online Virgin Media account here.

I hope it all goes well and resolves your disconnection issues. 

Regards,
Daniel

[pppp_23]

Thanks!

[Zach_R]

Hi @pppp_23,

You're welcome. Be sure to let us know how it goes and if you need any further support.

Thanks,