Hub 5 drop out

[LeighDaz]

Having issues, with the hub 5. We have the 1gb contract. Every day the download speed drops to about 1meg. Run diagnostics and it says the hub needs a reset. This is now happening once or twice daily. Help please 

[Adduxi]

Sounds like a circuit issue. Post the power levels and network log please. 

[LeighDaz]

 

 

[Tudor]

From what I can see the downstream power levels are way too low. Cannot read photos of stats very easily, please follow this and post a new set of 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.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[LeighDaz]

3.0 Downstream channels

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

1	331000000	-7.8	39	QAM 256	25
2	139000000	-2.5	39	QAM 256	1
3	147000000	-2.9	39	QAM 256	2
4	155000000	-3.4	39	QAM 256	3
5	163000000	-4	39	QAM 256	4
6	171000000	-4.4	39	QAM 256	5
7	179000000	-4.8	39	QAM 256	6
8	187000000	-4.9	39	QAM 256	7
9	195000000	-5	39	QAM 256	8
10	203000000	-5.2	39	QAM 256	9
11	211000000	-5.3	39	QAM 256	10
12	219000000	-5.5	39	QAM 256	11
13	227000000	-5.9	39	QAM 256	12
14	235000000	-6.4	39	QAM 256	13
15	243000000	-6.8	38	QAM 256	14
16	251000000	-7.2	38	QAM 256	15
17	259000000	-7.7	38	QAM 256	16
18	267000000	-7.8	38	QAM 256	17
19	275000000	-7.5	39	QAM 256	18
20	283000000	-7	39	QAM 256	19
21	291000000	-7.1	39	QAM 256	20
22	299000000	-7	39	QAM 256	21
23	307000000	-7.1	39	QAM 256	22
24	315000000	-7.4	39	QAM 256	23
25	323000000	-7.7	38	QAM 256	24
26	339000000	-7.9	38	QAM 256	26
27	347000000	-8.1	38	QAM 256	27
28	355000000	-8.3	38	QAM 256	28
29	363000000	-8.1	38	QAM 256	29
30	371000000	-8.1	38	QAM 256	30
31	379000000	-8.2	38	QAM 256	31

[LeighDaz]

3.0 Upstream channels

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

0	49600000	51.8	5120	QAM 64	1
1	43100000	51	5120	QAM 64	2
2	36600000	51	5120	QAM 64	3
3	30100000	50.5	5120	QAM 64	4
4	23600000	49.8	5120	QAM 64	5

[LeighDaz]

Network Log

Time Priority Description

31-12-2023 19:26:41	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;
31-12-2023 19:26:41	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 19:16:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 19:16:36	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;
31-12-2023 19:06:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 19:06:31	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;
31-12-2023 18:56:25	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;
31-12-2023 18:56:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 18:46:20	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 18:46:20	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;
31-12-2023 18:36:17	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 18:36:17	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;
31-12-2023 18:26:12	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 18:26:12	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;
31-12-2023 17:56:34	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 17:55:59	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;
31-12-2023 17:55:59	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 17:55:55	notice	REGISTRATION COMPLETE - Waiting for Operational status
31-12-2023 17:55:49	warning	Dynamic Range Window violation
31-12-2023 17:55:49	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;
31-12-2023 17:55:49	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;
31-12-2023 17:55:49	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;
31-12-2023 17:55:49	warning	Dynamic Range Window violation
31-12-2023 17:55:49	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;
31-12-2023 17:55:49	warning	Dynamic Range Window violation
31-12-2023 17:55:43	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;
31-12-2023 17:55:35	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 17:55:33	notice	Honoring MDD; IP provisioning mode = IPv4
31-12-2023 17:55:18	critical	Cable Modem Reboot because of - HW or Power-On Reset
31-12-2023 17:55:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 11:28:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-12-2023 11:28:02	critical	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[legacy1]

Bad hub wifi

[Tudor · Accepted solution]

Upstream power too high and downstream power out of spec. Probably you are a long way from the street cabinet. You need moving to another tap on the street cabinet unless there is an area fault. You need a technician’s visit to rectify.  

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Ilyas_Y]

Hi there @LeighDaz Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the connection you have recently experienced.
I've had a look and I can see there are quite a high substantial amount of drops on the line.
This will need further investigating and I will assist you on this and send a private message.

Kind regards,
Ilyas.