Streaming services loosing sound and dropping out

[Paulfox820]

Hi, recently had upgrade to hub 5 and I use streaming services, netflix, prim etc via the apps on my TV. Since the upgrade whilst watching programs on stream, the sound will go. If you pause for a few seconds to let the buffer catch up then resume,  sound comes back. Very occasionally the service will drop all together and log out. At first I thought it was wifi so switched over to direct ehernet from hub to TV and same issue. Had engineer back who stated the upload was to high so installed a filter and replaced/rewired the cable at the access points and to my hub. Sill have the same issue! I thought this was supposed to be an upgrade? Anyone got any ideas? Tanks

[Tudor · Accepted solution]

Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[Paulfox820]

Downstream bonded channels

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

1	627000000	1.8	40	QAM 256	28
2	411000000	1.3	41	QAM 256	1
3	419000000	1.1	41	QAM 256	2
4	427000000	1.3	41	QAM 256	3
5	435000000	1.6	41	QAM 256	4
6	443000000	1.5	41	QAM 256	5
7	451000000	1.4	41	QAM 256	6
8	459000000	1.4	41	QAM 256	7
9	467000000	1.8	41	QAM 256	8
10	475000000	1.8	41	QAM 256	9
11	483000000	1.5	41	QAM 256	10
12	491000000	1.6	41	QAM 256	11
13	499000000	1.8	41	QAM 256	12
14	507000000	1.6	40	QAM 256	13
15	515000000	1.1	41	QAM 256	14
16	523000000	1.3	41	QAM 256	15
17	531000000	1.6	41	QAM 256	16
18	539000000	1.7	41	QAM 256	17
19	547000000	1.7	41	QAM 256	18
20	555000000	1.9	41	QAM 256	19
21	563000000	2.2	41	QAM 256	20
22	571000000	2.1	41	QAM 256	21
23	579000000	2	41	QAM 256	22
24	587000000	1.9	40	QAM 256	23
25	595000000	2.2	41	QAM 256	24
26	603000000	2.2	41	QAM 256	25
27	611000000	1.8	40	QAM 256	26
28	619000000	1.6	40	QAM 256	27
29	635000000	1.6	40	QAM 256	29
30	643000000	1.5	40	QAM 256	30
31	651000000	1.8	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	4096	3386
2	Locked	41	17197	2270
3	Locked	41	3070	1576
4	Locked	41	2378	1503
5	Locked	41	1886	856
6	Locked	41	2027	937
7	Locked	41	1934	825
8	Locked	41	2652	1249
9	Locked	41	2722	1062
10	Locked	41	3274	1149
11	Locked	41	12439	1744
12	Locked	41	2742	1031
13	Locked	41	7381	1316
14	Locked	40	1357	579
15	Locked	41	4652	902
16	Locked	41	7320	1047
17	Locked	41	10145	1010
18	Locked	41	12117	916
19	Locked	41	11773	866
20	Locked	41	1459	517
21	Locked	41	8341	841
22	Locked	41	5554	769
23	Locked	41	1466	510
24	Locked	40	2382	621
25	Locked	41	2156	584
26	Locked	41	2185	562
27	Locked	40	2261	569
28	Locked	40	2252	518
29	Locked	40	3047	2108
30	Locked	40	2433	655
31	Locked	40	1951	453

[Paulfox820]

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

0	60300000	46.5	5120	QAM 64	1
1	53700000	46	5120	QAM 64	2
2	46200000	46	5120	QAM 64	3
3	39400000	45.5	5120	QAM 64	4

Upstream bonded 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

[Paulfox820]

I've been trying to get the network log but all I'm getting is the spinning star icon. The other two tabs displayed the info quite quickly?

[Paulfox820]

24-08-2022 11:19:19	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2022 11:19:19	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;
24-08-2022 11:19:01	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-08-2022 11:18:56	warning	Dynamic Range Window violation
24-08-2022 11:18:56	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;
24-08-2022 11:18:55	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;
24-08-2022 11:18:50	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2022 11:18:47	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2022 11:18:45	notice	Honoring MDD; IP provisioning mode = IPv4
24-08-2022 11:18:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2022 11:18:32	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2022 11:18:20	critical	Cable Modem Reboot due to master console reset

[Travis_M]

Hi @Paulfox820

Thanks for posting on our community forum and sorry to hear about the issues regarding your broadband.

I am going to drop you a private message now to collect some more information, please keep an eye on your inbox for a message from myself.

Regards