06-04-2022 10:35 - edited 06-04-2022 11:01
Hi all,
I recently upgraded our package to the 1Gbs option and have the Hub 4. This turned up on Saturday and set up went well, with no issues at all for the first 24 hours or so.
Between 1am - 2am Monday morning, the internet just dropped for around 5 minutes. I went to the Hub and saw it flashing white, with the wi-fi coming ang going for the same time.
Eventually it came back and everything was ok (bar the issue with the Hub 4 where it resets the SSID's that have been manually changed, but that seems to be an issue everyone is having when looking at other threads on the forum).
I left it alone and again on Tuesday morning, same time frame, around 1:30am, the issue happened again. So around 9am Tuesday morning, I reset the router using the pin hole option at the back and set everything back up again. Around 1:30am Wednesday morning, again the internet just cuts out and the Hub 4 appears to give the impression its rebooting.
Does anyone know whats causing this to happen? Its as if as soon as it gets to 1am, at anypoint between 1am and 2am, it will look as though the Hub 4 is rebooting, but I dont know if anything in the network log above indicates something else.
The only new addition after the latest random drop out was the T3 time-out appearing and then the MIMO Event. (I'm assuming the router is one hour out as it was around 01:25am this happened on the 6th).
When I was on the 200Mb package with the Hub 3, this was a very, very rare occurance in terms of the Internet dropping, happened maybe once or twice and I did make a previous thread about it. The set up I had back then was the Hub 3 in modem mode and my own TP router handling the wi-fi. I havent tried this set up yet on the Hub 4 as I was hoping to just use it out of the box.
If it helps to diagnose even further, we've been with Virgin Media since the NTL World days and the wiring coming into the house has been there for over 25 years now, if not longer, but the person I spoke to when changing the package said this wouldnt be an issue as the system would normally raise it if it needed changing first.
Apologises for the long post, I figured I'd try and put as much information in as possible as I'd really like this resolved. I work a lot from home and need a stable connection.
Below are my router logs.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 4.5 | 40.4 | QAM256 | 1 |
2 | 419000000 | 4.6 | 40.4 | QAM256 | 2 |
3 | 427000000 | 4.4 | 40.4 | QAM256 | 3 |
4 | 435000000 | 4.3 | 40.9 | QAM256 | 4 |
5 | 443000000 | 4 | 40.4 | QAM256 | 5 |
6 | 451000000 | 3.6 | 40.4 | QAM256 | 6 |
7 | 459000000 | 4.3 | 40.9 | QAM256 | 7 |
8 | 467000000 | 4.2 | 40.4 | QAM256 | 8 |
9 | 475000000 | 4.2 | 40.9 | QAM256 | 9 |
10 | 483000000 | 4.8 | 40.9 | QAM256 | 10 |
11 | 491000000 | 4.9 | 40.9 | QAM256 | 11 |
12 | 499000000 | 5.2 | 40.4 | QAM256 | 12 |
13 | 507000000 | 5.1 | 40.9 | QAM256 | 13 |
14 | 515000000 | 5.3 | 40.4 | QAM256 | 14 |
15 | 523000000 | 5.4 | 40.9 | QAM256 | 15 |
16 | 531000000 | 4.9 | 40.9 | QAM256 | 16 |
17 | 539000000 | 5.6 | 40.9 | QAM256 | 17 |
18 | 547000000 | 5.7 | 40.9 | QAM256 | 18 |
19 | 555000000 | 5.5 | 40.9 | QAM256 | 19 |
20 | 563000000 | 6.1 | 40.9 | QAM256 | 20 |
21 | 571000000 | 5.9 | 40.4 | QAM256 | 21 |
22 | 579000000 | 6 | 40.4 | QAM256 | 22 |
23 | 587000000 | 5.7 | 40.9 | QAM256 | 23 |
24 | 595000000 | 5.5 | 40.9 | QAM256 | 24 |
25 | 603000000 | 5.6 | 40.9 | QAM256 | 25 |
26 | 611000000 | 5.4 | 40.9 | QAM256 | 26 |
27 | 619000000 | 5.7 | 40.9 | QAM256 | 27 |
28 | 627000000 | 5.7 | 40.4 | QAM256 | 28 |
29 | 635000000 | 6.1 | 40.4 | QAM256 | 29 |
30 | 643000000 | 6.2 | 40.9 | QAM256 | 30 |
31 | 651000000 | 5.1 | 40.4 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.946209 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 40.946209 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.946209 | 0 | 0 |
16 | Locked | 40.946209 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.946209 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.946209 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
25 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.946209 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 47 | 5120 KSym/sec | 64QAM | 5 |
2 | 46200000 | 47 | 5120 KSym/sec | 64QAM | 3 |
3 | 53700000 | 47.3 | 5120 KSym/sec | 64QAM | 2 |
4 | 39400000 | 47 | 5120 KSym/sec | 64QAM | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Time Priority Description
Thu 01/01/1970 00:01:26 | 4 | Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:02:01 | 3 | No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:36 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:44 | 5 | RCS Partial Service;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:30:15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:18 | 3 | No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Wed 06/04/2022 00:25:56 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1; |
Thanks in advance for any help / comments / questions.
06-04-2022 10:50 - edited 06-04-2022 10:50
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 4.5 | 40.4 | QAM256 | 1 |
2 | 419000000 | 4.6 | 40.4 | QAM256 | 2 |
3 | 427000000 | 4.4 | 40.4 | QAM256 | 3 |
4 | 435000000 | 4.3 | 40.9 | QAM256 | 4 |
5 | 443000000 | 4 | 40.4 | QAM256 | 5 |
6 | 451000000 | 3.6 | 40.4 | QAM256 | 6 |
7 | 459000000 | 4.3 | 40.9 | QAM256 | 7 |
8 | 467000000 | 4.2 | 40.4 | QAM256 | 8 |
9 | 475000000 | 4.2 | 40.9 | QAM256 | 9 |
10 | 483000000 | 4.8 | 40.9 | QAM256 | 10 |
11 | 491000000 | 4.9 | 40.9 | QAM256 | 11 |
12 | 499000000 | 5.2 | 40.4 | QAM256 | 12 |
13 | 507000000 | 5.1 | 40.9 | QAM256 | 13 |
14 | 515000000 | 5.3 | 40.4 | QAM256 | 14 |
15 | 523000000 | 5.4 | 40.9 | QAM256 | 15 |
16 | 531000000 | 4.9 | 40.9 | QAM256 | 16 |
17 | 539000000 | 5.6 | 40.9 | QAM256 | 17 |
18 | 547000000 | 5.7 | 40.9 | QAM256 | 18 |
19 | 555000000 | 5.5 | 40.9 | QAM256 | 19 |
20 | 563000000 | 6.1 | 40.9 | QAM256 | 20 |
21 | 571000000 | 5.9 | 40.4 | QAM256 | 21 |
22 | 579000000 | 6 | 40.4 | QAM256 | 22 |
23 | 587000000 | 5.7 | 40.9 | QAM256 | 23 |
24 | 595000000 | 5.5 | 40.9 | QAM256 | 24 |
25 | 603000000 | 5.6 | 40.9 | QAM256 | 25 |
26 | 611000000 | 5.4 | 40.9 | QAM256 | 26 |
27 | 619000000 | 5.7 | 40.9 | QAM256 | 27 |
28 | 627000000 | 5.7 | 40.4 | QAM256 | 28 |
29 | 635000000 | 6.1 | 40.4 | QAM256 | 29 |
30 | 643000000 | 6.2 | 40.9 | QAM256 | 30 |
31 | 651000000 | 5.1 | 40.4 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.946209 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 40.946209 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.946209 | 0 | 0 |
16 | Locked | 40.946209 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.946209 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.946209 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
25 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.946209 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 47 | 5120 KSym/sec | 64QAM | 5 |
2 | 46200000 | 47 | 5120 KSym/sec | 64QAM | 3 |
3 | 53700000 | 47.3 | 5120 KSym/sec | 64QAM | 2 |
4 | 39400000 | 47 | 5120 KSym/sec | 64QAM | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Time Priority Description
Thu 01/01/1970 00:01:26 | 4 | Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:02:01 | 3 | No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:36 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:44 | 5 | RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:30:15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:18 | 3 | No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Wed 06/04/2022 00:25:56 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
06-04-2022 10:53 - edited 06-04-2022 10:55
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 4.5 | 40.4 | QAM256 | 1 |
2 | 419000000 | 4.6 | 40.4 | QAM256 | 2 |
3 | 427000000 | 4.4 | 40.4 | QAM256 | 3 |
4 | 435000000 | 4.3 | 40.9 | QAM256 | 4 |
5 | 443000000 | 4 | 40.4 | QAM256 | 5 |
6 | 451000000 | 3.6 | 40.4 | QAM256 | 6 |
7 | 459000000 | 4.3 | 40.9 | QAM256 | 7 |
8 | 467000000 | 4.2 | 40.4 | QAM256 | 8 |
9 | 475000000 | 4.2 | 40.9 | QAM256 | 9 |
10 | 483000000 | 4.8 | 40.9 | QAM256 | 10 |
11 | 491000000 | 4.9 | 40.9 | QAM256 | 11 |
12 | 499000000 | 5.2 | 40.4 | QAM256 | 12 |
13 | 507000000 | 5.1 | 40.9 | QAM256 | 13 |
14 | 515000000 | 5.3 | 40.4 | QAM256 | 14 |
15 | 523000000 | 5.4 | 40.9 | QAM256 | 15 |
16 | 531000000 | 4.9 | 40.9 | QAM256 | 16 |
17 | 539000000 | 5.6 | 40.9 | QAM256 | 17 |
18 | 547000000 | 5.7 | 40.9 | QAM256 | 18 |
19 | 555000000 | 5.5 | 40.9 | QAM256 | 19 |
20 | 563000000 | 6.1 | 40.9 | QAM256 | 20 |
21 | 571000000 | 5.9 | 40.4 | QAM256 | 21 |
22 | 579000000 | 6 | 40.4 | QAM256 | 22 |
23 | 587000000 | 5.7 | 40.9 | QAM256 | 23 |
24 | 595000000 | 5.5 | 40.9 | QAM256 | 24 |
25 | 603000000 | 5.6 | 40.9 | QAM256 | 25 |
26 | 611000000 | 5.4 | 40.9 | QAM256 | 26 |
27 | 619000000 | 5.7 | 40.9 | QAM256 | 27 |
28 | 627000000 | 5.7 | 40.4 | QAM256 | 28 |
29 | 635000000 | 6.1 | 40.4 | QAM256 | 29 |
30 | 643000000 | 6.2 | 40.9 | QAM256 | 30 |
31 | 651000000 | 5.1 | 40.4 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.946209 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 40.946209 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.946209 | 0 | 0 |
16 | Locked | 40.946209 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.946209 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.946209 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
25 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.946209 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 47 | 5120 KSym/sec | 64QAM | 5 |
2 | 46200000 | 47 | 5120 KSym/sec | 64QAM | 3 |
3 | 53700000 | 47.3 | 5120 KSym/sec | 64QAM | 2 |
4 | 39400000 | 47 | 5120 KSym/sec | 64QAM | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Time Priority Description
Thu 01/01/1970 00:01:26 | 4 | Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:02:01 | 3 | No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:36 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:29:44 | 5 | RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Tue 05/04/2022 09:30:15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:18 | 3 | No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
Wed 06/04/2022 00:25:56 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1; |
on 06-04-2022 16:08
06-04-2022 16:25 - edited 06-04-2022 16:26
Ok, thank you.
I’ll keep an eye on it this week and see how it goes and bump the thread in a few days if it’s continuing with a BQM graph.
Everything else works fine (aside from the Hub 4 resetting the SSID’s when it does this, but that seems to be a firmware issue when looking across the forum), it’s just this random 1am to 2am issue unfortunately.
Does everything look ok with the network logs?
on 06-04-2022 16:31
on 06-04-2022 16:49
Ah ok! Thank you for responding anyway! 🙂
I might look to go back down the modem only route once this issue is hopefully sorted.
on 07-04-2022 14:49
Hi @QMustard, thanks for your post here in the community although I'm sorry to hear of the dropouts you're facing.
I've ran some diagnostics on your Hub using our systems, and I can see that there appears to be some issues with the power levels to your Hub so this is likely to be causing the dips across those times.
I'm going to need to arrange a technician to get this fixed for you, but in order to book this I'll just need to send you PM to ask you to confirm some details please.
Please expect this PM to arrive shortly and respond when you can!
Many thanks
on 08-04-2022 15:49
Hi Mike no problem, you're welcome, just bringing this back publicly now.
Yes that can happen and is sometimes a common fix - sometimes the engineer appointment and their work doesn't have to be too drastic in terms of a resolution 🙂
Your engineer appointment has been booked in and although can't confirm the time publicly it'll be viewable on your My Virgin Media account where you can reschedule the time if necessary too.
If the issue for the technician's apppointment is as a result of misuse, neglect, accidental or willful damage, or if the technician discovers that the fault or problem relates to your personal equipment, you will be charged £25.
If the appointment is missed there is a £25 charge for a missed appointment.
I hope this helps and please let me know if you need any further support.
Many thanks
on 08-04-2022 16:19
Thats perfect, thank you very much. 🙂
I'll keep the thread updated with what happens.