Hub 5 constant disconnections

[Cyborgmatt]

Upgraded to GIG1 earlier this year, been getting multiple daily disconnections lately. Hub 5 is running in modem mode. Not an issue with my router, seems to be related to the hub or the connection itself.

Status

Item Status Comments

Acquired Downstream Channel(Hz)	138000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream

Downstream bonded channels

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

1	138000000	0.3	41	QAM 256	1
2	146000000	0.6	41	QAM 256	2
3	154000000	0.8	41	QAM 256	3
4	162000000	-1.1	41	QAM 256	4
5	170000000	-1.3	41	QAM 256	5
6	178000000	-1.5	41	QAM 256	6
7	186000000	-1.5	41	QAM 256	7
8	194000000	-1.5	41	QAM 256	8
9	202000000	-1.4	41	QAM 256	9
10	210000000	-1.5	41	QAM 256	10
11	218000000	-1.6	41	QAM 256	11
12	226000000	-1.8	40	QAM 256	12
13	234000000	-1.9	41	QAM 256	13
14	242000000	-2	41	QAM 256	14
15	250000000	-2.2	40	QAM 256	15
16	258000000	-2.3	40	QAM 256	16
17	266000000	-2.3	40	QAM 256	17
18	274000000	-2.4	40	QAM 256	18
19	282000000	-2.4	40	QAM 256	19
20	290000000	-2.4	39	QAM 256	20
21	298000000	-2.6	39	QAM 256	21
22	306000000	-2.7	39	QAM 256	22
23	314000000	-2.9	39	QAM 256	23
24	322000000	-3.2	39	QAM 256	24
25	330000000	-3.5	39	QAM 256	25
26	338000000	-3.6	40	QAM 256	26
27	346000000	-3.6	40	QAM 256	27
28	354000000	-3.8	40	QAM 256	28
29	362000000	-3.6	40	QAM 256	29
30	370000000	-3.7	40	QAM 256	30
31	378000000	-3.8	40	QAM 256	31

Downstream bonded channels

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

1	Locked	41	3612389	609026
2	Locked	41	3999705	363670
3	Locked	41	2846763	146990
4	Locked	41	2338510	108613
5	Locked	41	8831692	892840
6	Locked	41	9823858	754161
7	Locked	41	1342031	257442
8	Locked	41	56602	6171
9	Locked	41	36488	4626
10	Locked	41	40451	4340
11	Locked	41	44186	4535
12	Locked	40	55136	5190
13	Locked	41	57649	4754
14	Locked	41	39950	2888
15	Locked	40	28745	1917
16	Locked	40	20060	1425
17	Locked	40	15513	1380
18	Locked	40	26602	2484
19	Locked	40	61516	2118
20	Locked	39	77895	3123
21	Locked	39	58771	1981
22	Locked	39	19503	1097
23	Locked	39	7172	623
24	Locked	39	6228	543
25	Locked	39	7516	742
26	Locked	40	8344	1098
27	Locked	40	8950	1020
28	Locked	40	7655	802
29	Locked	40	5322	501
30	Locked	40	3980	290
31	Locked	40	3921	211

Upstream

Upstream bonded channels

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

0	49600000	47.8	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47.8	5120	QAM 64	3
3	30100000	47.3	5120	QAM 64	4
4	23600000	46.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	2
2	ATDMA	0	0	0	1
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

10-12-2022 16:37:07	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;
10-12-2022 16:18:58	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 04:00:54	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;
10-12-2022 03:54:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:51	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;
10-12-2022 03:50:51	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;
10-12-2022 03:50:47	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-12-2022 03:50:42	warning	Dynamic Range Window violation
10-12-2022 03:50:42	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;
10-12-2022 03:50:41	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;
10-12-2022 03:50:35	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;
10-12-2022 03:50:34	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:22	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:19	notice	Honoring MDD; IP provisioning mode = IPv4
10-12-2022 03:50:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:50:04	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-12-2022 03:49:43	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 16:28:09	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;
09-12-2022 16:28:09	warning	Dynamic Range Window violation
09-12-2022 13:37:25	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:37:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:37:25	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:35:45	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:35:45	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:28:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-12-2022 13:25:46	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;
09-12-2022 13:25:46	warning	Dynamic Range Window violation
09-12-2022 13:25:46	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;
09-12-2022 13:25:46	warning	Dynamic Range Window violation
09-12-2022 13:14:07	warning	Dynamic Range Window violation
09-12-2022 13:14:07	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;
09-12-2022 11:47:16	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Cyborgmatt]

Configuration

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

834ncxv9873254k;fg87dsfd;

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

29902

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

29899

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

[jbrennand]

Errors may be a concern - but can you start from a clean sheet - do this..
___________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, when light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done and back up, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Cyborgmatt]

I'm already seeing RS errors within 10 minutes of following the instructions from your reply. No T1-T4 errors yet though.

Downstream bonded channels

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

1	Locked	41	4402	372
2	Locked	41	3856	115
3	Locked	41	2872	22
4	Locked	41	1985	0
5	Locked	41	3015	0
6	Locked	41	4639	0
7	Locked	41	101	0
8	Locked	41	43	0
9	Locked	41	11	0
10	Locked	41	7	0
11	Locked	41	8	0
12	Locked	40	5	0
13	Locked	41	3	0
14	Locked	41	4	0
15	Locked	40	1	0
16	Locked	40	2	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	0	0

[jbrennand]

Also, 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

[Cyborgmatt]

Ok I have set up a monitor, if the disconnects continue what would be the easiest way to arrange for a tech to check what is causing the noise on the line?

[jbrennand]

I have already asked VM staff to take a look at your connection and comment here

Post up the link to the BQM - "Share live graph" - asap.

[Cyborgmatt]

Was stable for a little while but it seems we are back to multiple disconnects. Already had two tonight.

Live Graph 

[Natalie_L]

Hi Cybormatt, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear you are experiencing issues with disconnections on your Hub 5, we will be able to help. 

I am afraid I have not been able to locate your account via the community details so I am going to need to send you a private message. This will be available via the purple envelope on the top right of this page. 

Speak soon, 

[Cyborgmatt]

Hey Nat,

I sent a reply to your DM, but the connection has gotten considerably worse since my previous post, every day we are now getting multiple disconnects (almost 2 per hour).

Have already tried replacing cables, router etc and nothing has worked. Every day the modem is reporting hundreds of thousands Pre and Post RS Errors, with a ton of critical errors in the network log.

At this stage, I really think we need an engineer to take a look at the connection, please.