Menu
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
471 Views
Message 1 of 14
Flag for a moderator

Frequent internet drops and disconnections after installing Hub 4

Hello there,

I was sent a new Hub 4 as part of a rollout and since installing the device the internet speeds on Wi-Fi and ethernet has be very slow. I tried restarting the Hub 4 and disconnecting all devices that use the internet till it booted up again but the problem still persists. I have tried running a speed test but because it drops often it's unable to complete.

I tried logging accessing the router from a web browser to see the router status but it never loads. Diagnostic tests seem to be unavailable for the new Hub 4, so I was instead directed here.

I was told to monitor the speed but so far nothing I have tried has worked.

 

0 Kudos
Reply
Highlighted
  • 3.61K
  • 280
  • 497
Superfast
463 Views
Message 2 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4


@HighwindX wrote:

Hello there,

I was sent a new Hub 4 as part of a rollout and since installing the device the internet speeds on Wi-Fi and ethernet has be very slow. I tried restarting the Hub 4 and disconnecting all devices that use the internet till it booted up again but the problem still persists. I have tried running a speed test but because it drops often it's unable to complete.

I tried logging accessing the router from a web browser to see the router status but it never loads. Diagnostic tests seem to be unavailable for the new Hub 4, so I was instead directed here.

I was told to monitor the speed but so far nothing I have tried has worked.

 


There is a bug with the HUB 4 where the router stats don't display. You must log into the HUB and access Advanced Settings / Tools / Network Status.

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
457 Views
Message 3 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Thank you for the response. 🙂

Below is my downstream levels:

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

25331000000-0.79999937.355988QAM25625
11390000004.09999838.605377QAM2561
21470000003.70000137.636276QAM2562
31550000003.09999837.355988QAM2563
41630000002.50000037.636276QAM2564
51710000002.09999837.636276QAM2565
61790000001.79999937.355988QAM2566
71870000001.59999837.355988QAM2567
81950000001.29999937.636276QAM2568
92030000001.20000137.636276QAM2569
102110000001.00000037.355988QAM25610
112190000001.09999837.355988QAM25611
122270000001.09999836.609653QAM25612
132350000001.09999837.636276QAM25613
142430000001.09999837.636276QAM25614
152510000000.90000237.355988QAM25615
162590000000.59999837.355988QAM25616
172670000000.79999937.636276QAM25617
182750000000.79999937.636276QAM25618
192830000000.50000037.355988QAM25619
20291000000-0.20000137.636276QAM25620
21299000000-1.29999937.355988QAM25621
22307000000-2.09999837.636276QAM25622
23315000000-2.20000137.636276QAM25623
24323000000-1.40000237.636276QAM25624
26339000000-0.59999837.636276QAM25626
27347000000-0.09999837.355988QAM25627
283550000000.40000237.636276QAM25628
293630000000.09999837.636276QAM25629
30371000000-0.20000137.355988QAM25630
31379000000-0.29999937.355988QAM25631

 

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

25Locked040
1Locked12827694280
2Locked12546714480
3Locked110850941840
4Locked10950852870
5Locked11119615570
6Locked11303254760
7Locked120159445510
8Locked141829241700
9Locked13713296600
10Locked16449962640
11Locked12343597980
12Locked48357561140
13Locked524566840
14Locked3162552600
15Locked3751831440
16Locked4442069640
17Locked46127101940
18Locked3861369730
19Locked707736921090
20Locked2267835250
21Locked4436571350
22Locked406161260
23Locked7220855880
24Locked2207247700
26Locked2482038720
27Locked2016301140
28Locked9285809100
29Locked21751831110
30Locked2255454770
31Locked92239468180

 

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

37964K1880QAM256759

 

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

37Locked -4.511763

Should I also post my Upstream levels?

0 Kudos
Reply
Highlighted
  • 3.61K
  • 280
  • 497
Superfast
455 Views
Message 4 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Yes please, and the network log.

Could you also confirm what speed package you are signed up to?

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
449 Views
Message 5 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Upstream:

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

15370000050.2705995120 KSym/sec8QAM6
26030000050.2705995120 KSym/sec32QAM5
34620000049.7705995120 KSym/sec64QAM7
43940000049.7705995120 KSym/sec64QAM8

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0010

 

Network log:

Time Priority Description

Fri 13/11/2020 20:47:216CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
Fri 13/11/2020 20:47:515Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:47:546CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:49:335Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:49:376CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Fri 13/11/2020 20:51:375Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:51:426CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:56:055Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 20:56:096CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:02:175Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:02:386CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Fri 13/11/2020 21:06:455Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:06:486CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Fri 13/11/2020 21:09:355Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:09:486CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Fri 13/11/2020 21:23:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:23:286CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Fri 13/11/2020 21:24:355Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 21:24:556CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Sat 14/11/2020 09:57:525Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 09:58:076CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 11:08:185Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 11:08:206CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:49:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:49:486CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; 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;
Sat 14/11/2020 12:50:375Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:51:016CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; 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;
Sat 14/11/2020 12:51:095Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:51:156CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:52:435Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:52:446CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Sat 14/11/2020 12:54:175Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:54:216CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:55:095Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:55:156CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Sat 14/11/2020 12:59:235Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 12:59:286CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; 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;
Sat 14/11/2020 13:02:255Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 13:02:296CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; 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;
Sat 14/11/2020 14:24:095Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 14:24:116CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 17:50:545Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 17:51:056CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/11/2020 19:58:295Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
442 Views
Message 6 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

We are on the M100 Fibre package.
0 Kudos
Reply
Highlighted
  • 3.61K
  • 280
  • 497
Superfast
441 Views
Message 7 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Ok, your upstream channels have an issue (The 'QAM' value should be 64 for all four channels).

The power levels are also very high:

Upstream:

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

15370000050.2705995120 KSym/sec8QAM6
26030000050.2705995120 KSym/sec32QAM5
34620000049.7705995120 KSym/sec64QAM7
43940000049.7705995120 KSym/sec64QAM8

 

Your downstream power levels are also inconsistent, which could be an issue with your line.

You need an engineer visit to investigate further.

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
421 Views
Message 8 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Oh. That's unfortunate. I was hoping it was something that would resolve itself but knowing what the issue is is one step closer to having it resolved.

Before I was sent the Hub 4, the internet started to slow down a bit with the Hub 3 so I was hopeful things would stabilise a bit. Seems that won't be the case for the time being.

Thank you for the help and response. 🙂

0 Kudos
Reply
Highlighted
  • 3.61K
  • 280
  • 497
Superfast
419 Views
Message 9 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4


@HighwindX wrote:

Oh. That's unfortunate. I was hoping it was something that would resolve itself but knowing what the issue is is one step closer to having it resolved.

Before I was sent the Hub 4, the internet started to slow down a bit with the Hub 3 so I was hopeful things would stabilise a bit. Seems that won't be the case for the time being.

Thank you for the help and response. 🙂


The HUB 4 could be more sensitive to line problems due to the tech it uses.

Regardless an engineer should be able to look into it, you just need to get through to VM now to arrange it!

0 Kudos
Reply
Highlighted
  • 14
  • 0
  • 0
Joining in
284 Views
Message 10 of 14
Flag for a moderator

Re: Frequent internet drops and disconnections after installing Hub 4

Hopefully one can be arranged when I can get through to someone. 😁 Seems the lines are extra busy these days but with lockdown back it's understandable. 😔

0 Kudos
Reply