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Genom
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Internet keeps dropping out.

on ‎22-05-2022 18:58

Our Internet keeps dropping out, we're supposed to be on 200mbps, but regularly it'll drop to 40 or less and cuts out entirely. The important stuff is all hardwired, TIVO and PC's so i'd like to check if it's just the hub that's needing replaced or if it's something else. Logs attached below as per help cards,  It was last switched off under 24 hours ago.

We have a

Super Hub VMDG490

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)195000000139000000147000000155000000163000000171000000179000000187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID81234567
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17
Power Level (dBmV)-2.03-1.40-1.34-1.48-1.60-1.63-1.66-1.90
RxMER (dB)37.6432.7734.6335.2535.4236.1737.0937.94
Pre RS Errors
102402058997682645897765273106132367309473168277457336
Post RS Errors
1109964291919558451435718459899573373720190

5771

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID1112109
Frequency (Hz)46200000394000005370000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.0051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
22/05/2022 17:44:57 GMT22/05/2022 17:44:57 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:44:25 GMT22/05/2022 17:44:25 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:57 GMT22/05/2022 17:42:57 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:37 GMT22/05/2022 17:42:37 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:27 GMT22/05/2022 17:42:27 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:22 GMT22/05/2022 17:42:22 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:19 GMT22/05/2022 17:42:19 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:17 GMT22/05/2022 17:42:17 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:17 GMT22/05/2022 17:42:17 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:42:17 GMT22/05/2022 17:42:17 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:39:01 GMT22/05/2022 17:39:01 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:38:01 GMT22/05/2022 17:38:01 GMTError (4)68010302DHCP WAN IP - 77.100.94.111
22/05/2022 17:37:00 GMT22/05/2022 17:37:00 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
22/05/2022 17:34:49 GMT22/05/2022 17:34:49 GMTError (4)68010302DHCP WAN IP - 77.100.94.111
22/05/2022 17:34:10 GMT22/05/2022 17:34:10 GMTWarning (5)84020200Lost MDD Timeout
22/05/2022 17:33:58 GMT22/05/2022 17:33:58 GMTError (4)68000407TOD established
22/05/2022 17:33:42 GMT22/05/2022 17:33:42 GMTNotice (6)84000510Downstream Locked Successfully
22/05/2022 17:33:35 GMT22/05/2022 17:33:35 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
22/05/2022 17:33:31 GMT22/05/2022 17:33:31 GMTWarning (5)84020200Lost MDD Timeout
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jbrennand
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Re: Internet keeps dropping out.

‎23-05-2022 15:00 - edited ‎23-05-2022 15:02

Your Up power levels are all at the max 51dBmV - and so will be struggling. There are a lot of RS errors too - SH2 always shows a few but lets start from 0. Can you press the reset counter buttons and also do a pinhole reset to force the Up channels to reconnect and see if the power levels drop down


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Akua_A
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Re: Internet keeps dropping out.

a month ago

Hi @Genom,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having intermittent service with your hub. We can understand this is not ideal and we want to best help. I have had a look at our systems and I can see there may be an issue with your hub power levels.

In this case, I have sent you a private message. Please lookout for the purple envelope and provide a response when you can.

Thanks

 

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide
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Genom
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Re: Internet keeps dropping out.

a month ago

Just to catch up, I did a pin reset and reset the counters Tuesday evening.  The power levels have stayed at the same level as before when I checked it immediately after and are still there now.

I'll reply to the PM, but here are the next batch of logs for reference.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)195000000139000000147000000155000000163000000171000000179000000187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID81234567
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17		I=12
J=17
Power Level (dBmV)-1.38-0.65-0.66-0.77-1.02-0.98-1.04-1.30
RxMER (dB)38.2636.6137.3637.3638.2638.2638.2638.26
Pre RS Errors
102511326758378315290288301
Post RS Errors
277295291281284282279

284

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID11131210
Frequency (Hz)46200000326000003940000053700000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.0051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts4000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
25/05/2022 18:32:35 GMT25/05/2022 18:32:35 GMTError (4)68000411TOD error 4790 msec
24/05/2022 17:58:21 GMT24/05/2022 17:58:21 GMTError (4)68010302DHCP WAN IP - 77.100.94.111
24/05/2022 17:57:15 GMT24/05/2022 17:57:15 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/05/2022 17:53:10 GMT24/05/2022 17:53:10 GMTError (4)68010302DHCP WAN IP - 77.100.94.111
24/05/2022 17:52:03 GMT24/05/2022 17:52:03 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
24/05/2022 17:47:11 GMT24/05/2022 17:47:11 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:47:01 GMT24/05/2022 17:47:01 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:46:33 GMT24/05/2022 17:46:33 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:46:24 GMT24/05/2022 17:46:24 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:46:24 GMT24/05/2022 17:46:24 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:46:09 GMT24/05/2022 17:46:09 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:45:09 GMT24/05/2022 17:45:09 GMTWarning (5)84020200Lost MDD Timeout
24/05/2022 17:45:09 GMT24/05/2022 17:45:09 GMTWarning (5)84020200Lost MDD Timeout
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