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New Hub 4.0 - 1am - 2am - Internet Dropping

QMustard
Tuning in

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

14110000004.540.4QAM2561
24190000004.640.4QAM2562
34270000004.440.4QAM2563
44350000004.340.9QAM2564
5443000000440.4QAM2565
64510000003.640.4QAM2566
74590000004.340.9QAM2567
84670000004.240.4QAM2568
94750000004.240.9QAM2569
104830000004.840.9QAM25610
114910000004.940.9QAM25611
124990000005.240.4QAM25612
135070000005.140.9QAM25613
145150000005.340.4QAM25614
155230000005.440.9QAM25615
165310000004.940.9QAM25616
175390000005.640.9QAM25617
185470000005.740.9QAM25618
195550000005.540.9QAM25619
205630000006.140.9QAM25620
215710000005.940.4QAM25621
22579000000640.4QAM25622
235870000005.740.9QAM25623
245950000005.540.9QAM25624
256030000005.640.9QAM25625
266110000005.440.9QAM25626
276190000005.740.9QAM25627
286270000005.740.4QAM25628
296350000006.140.4QAM25629
306430000006.240.9QAM25630
316510000005.140.4QAM25631

 

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

1Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.36628700
9Locked40.94620900
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.94620900
14Locked40.36628700
15Locked40.94620900
16Locked40.94620900
17Locked40.94620900
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.94620900
25Locked40.94620900
26Locked40.94620900
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700

 

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

132600000475120 KSym/sec64QAM5
246200000475120 KSym/sec64QAM3
35370000047.35120 KSym/sec64QAM2
439400000475120 KSym/sec64QAM4

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Time Priority Description

Thu 01/01/1970 00:01:264Missing 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 00:02:013No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:365MIMO 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 09:29:445RCS Partial Service;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:156CM-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 00:01:183No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:565MIMO 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.

9 REPLIES 9

QMustard
Tuning in

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

14110000004.540.4QAM2561
24190000004.640.4QAM2562
34270000004.440.4QAM2563
44350000004.340.9QAM2564
5443000000440.4QAM2565
64510000003.640.4QAM2566
74590000004.340.9QAM2567
84670000004.240.4QAM2568
94750000004.240.9QAM2569
104830000004.840.9QAM25610
114910000004.940.9QAM25611
124990000005.240.4QAM25612
135070000005.140.9QAM25613
145150000005.340.4QAM25614
155230000005.440.9QAM25615
165310000004.940.9QAM25616
175390000005.640.9QAM25617
185470000005.740.9QAM25618
195550000005.540.9QAM25619
205630000006.140.9QAM25620
215710000005.940.4QAM25621
22579000000640.4QAM25622
235870000005.740.9QAM25623
245950000005.540.9QAM25624
256030000005.640.9QAM25625
266110000005.440.9QAM25626
276190000005.740.9QAM25627
286270000005.740.4QAM25628
296350000006.140.4QAM25629
306430000006.240.9QAM25630
316510000005.140.4QAM25631

 

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

1Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.36628700
9Locked40.94620900
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.94620900
14Locked40.36628700
15Locked40.94620900
16Locked40.94620900
17Locked40.94620900
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.94620900
25Locked40.94620900
26Locked40.94620900
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700

 

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

132600000475120 KSym/sec64QAM5
246200000475120 KSym/sec64QAM3
35370000047.35120 KSym/sec64QAM2
439400000475120 KSym/sec64QAM

4

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Time Priority Description

Thu 01/01/1970 00:01:264Missing 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 00:02:013No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:365MIMO 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 09:29:445RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:156CM-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 00:01:183No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:565MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;

QMustard
Tuning in

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

14110000004.540.4QAM2561
24190000004.640.4QAM2562
34270000004.440.4QAM2563
44350000004.340.9QAM2564
5443000000440.4QAM2565
64510000003.640.4QAM2566
74590000004.340.9QAM2567
84670000004.240.4QAM2568
94750000004.240.9QAM2569
104830000004.840.9QAM25610
114910000004.940.9QAM25611
124990000005.240.4QAM25612
135070000005.140.9QAM25613
145150000005.340.4QAM25614
155230000005.440.9QAM25615
165310000004.940.9QAM25616
175390000005.640.9QAM25617
185470000005.740.9QAM25618
195550000005.540.9QAM25619
205630000006.140.9QAM25620
215710000005.940.4QAM25621
22579000000640.4QAM25622
235870000005.740.9QAM25623
245950000005.540.9QAM25624
256030000005.640.9QAM25625
266110000005.440.9QAM25626
276190000005.740.9QAM25627
286270000005.740.4QAM25628
296350000006.140.4QAM25629
306430000006.240.9QAM25630
316510000005.140.4QAM25631

 

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

1Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.36628700
9Locked40.94620900
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.94620900
14Locked40.36628700
15Locked40.94620900
16Locked40.94620900
17Locked40.94620900
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.94620900
25Locked40.94620900
26Locked40.94620900
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700

 

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

132600000475120 KSym/sec64QAM5
246200000475120 KSym/sec64QAM3
35370000047.35120 KSym/sec64QAM2
439400000475120 KSym/sec64QAM

4

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Time Priority Description

Thu 01/01/1970 00:01:264Missing 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 00:02:013No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:365MIMO 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 09:29:445RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:156CM-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 00:01:183No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:565MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;

jbrennand
Very Insightful Person
Very Insightful Person
Its probably nothing to be too concerned about. VM usually do network changes at that time - often unannounced. They only usually do it for a day or two. If it keeps happening then set up a BQM (as below) to collect the data as evidence.

________________________
If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

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?

jbrennand
Very Insightful Person
Very Insightful Person
I am no "logs expert" particularly on the Hub4 with its flaky firmware 🙂

For ~20 years I have been in modem mode with my own router and wireless equipment - I prefer to retain control rather than let any ISP control it

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Ah ok! Thank you for responding anyway! 🙂

I might look to go back down the modem only route once this issue is hopefully sorted.

Tom_W1
Forum Team
Forum Team

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

Tom_W

Tom_W1
Forum Team
Forum Team

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

Tom_W

Thats perfect, thank you very much. 🙂

I'll keep the thread updated with what happens.