Intermittent internet dropouts

[RogerS]

I'm having a problem with intermittent internet dropouts.  They last only a minute or two and only occur once or twice a day.  Looking at the cable modem logs, the dropouts seem to be aligned with when there is a sequence of 5 or 6 "MDD message timeout" warnings in the space of just a few minutes.  I have a hub 5 running in modem mode.  I've checked all the connections in the cables leading up to the modem and they appear to be OK.  This problem has been ongoing for a few weeks but maybe is happening more regularly now.  Any advice would be welcome.

[jbrennand]

See this...

Firstly... Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

If cable connected devices are affected do this...

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

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

[RogerS]

This isn't a wifi issue, my PC is connected via Ethernet.  I have a hub 5, logs to follow.

[RogerS]

The hub 5 is in modem mode.  I've not yet looked at the LED while the fault is in progress.

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

[RogerS]

3.0 Upstream channels

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

0	49600000	45.8	5120	QAM 64	9
1	43100000	46.3	5120	QAM 64	10
2	36600000	46	5120	QAM 64	11
3	30100000	45.8	5120	QAM 64	12
4	23600000	45.3	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	4	0
1	ATDMA	0	0	2	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	53	2

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10

39.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

74000000

26

0

[RogerS]

21	Locked	40	126493	1589
22	Locked	40	141904	599
23	Locked	39	156544	518
24	Locked	39	166516	934
25	Locked	39	173128	1268
26	Locked	39	180609	366
27	Locked	39	184096	643
28	Locked	39	190363	946
29	Locked	40	184930	858
30	Locked	39	192115	163
31	Locked	40	186500	1252
32	Locked	40	174913	882

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

9.9

3891318245

2751535

[RogerS]

Time Priority Description
03-10-2024 22:46:07 notice GUI Login Status - Login Success from LAN interface
03-10-2024 22:41:22 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:41:13 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:41:06 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:40:54 warning MDD message timeout;
03-10-2024 22:40:33 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:40:27 warning MDD message timeout;
03-10-2024 22:40:23 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:39:34 warning MDD message timeout;
03-10-2024 22:39:26 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:39:16 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:38:36 warning MDD message timeout;
03-10-2024 22:38:29 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:38:18 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:38:16 warning MDD message timeout;
03-10-2024 22:38:09 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:37:59 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
03-10-2024 22:37:28 warning MDD message timeout;

[RogerS]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 94 4K 1840 QAM 4096 1108
3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159 Locked 42 9.9 3891318245 2751535

[RogerS]

Struggling to add downstream logs, keep getting flood error.

[RogerS]

1 411000000 2.7 40 QAM 256 1
2 419000000 2.7 40 QAM 256 2
3 427000000 3.1 40 QAM 256 3
4 435000000 3.2 40 QAM 256 4
5 443000000 3.2 40 QAM 256 5
6 451000000 3.6 40 QAM 256 6
7 459000000 3.5 40 QAM 256 7
8 467000000 3.7 40 QAM 256 8
9 475000000 4.2 40 QAM 256 9
10 483000000 4.7 40 QAM 256 10
11 491000000 5.9 40 QAM 256 11
12 499000000 8.4 40 QAM 256 12
13 507000000 10.1 40 QAM 256 13
14 515000000 7.6 40 QAM 256 14
15 523000000 6.2 40 QAM 256 15
16 531000000 5.6 40 QAM 256 16
17 539000000 4.8 40 QAM 256 17
18 563000000 5.1 40 QAM 256 20
19 571000000 4.3 40 QAM 256 21
20 587000000 4.4 40 QAM 256 23
21 603000000 3.7 40 QAM 256 25
22 611000000 3.9 39 QAM 256 26
23 619000000 3.6 39 QAM 256 27
24 627000000 3.3 39 QAM 256 28
25 635000000 3.8 39 QAM 256 29
26 643000000 3.8 39 QAM 256 30
27 651000000 3.8 39 QAM 256 31
28 659000000 3.9 39 QAM 256 32
29 667000000 4.4 40 QAM 256 33
30 675000000 3.6 39 QAM 256 34
31 683000000 3.1 39 QAM 256 35
32 691000000 4.1 40 QAM 256 36
1 40 9494 2927
2 40 14392 1841
3 40 14143 1978
4 40 16496 1863
5 40 16244 1949
6 40 18203 2113
7 40 20091 1414
8 40 24153 1969
9 40 27680 1836
10 40 33744 1322
11 40 38097 1567
12 40 44081 2710
13 40 48887 1336
14 40 64341 2983
15 40 78145 3200
16 40 88790 827
17 40 91938 1023
18 40 87634 533
19 40 93623 989
20 40 117444 835
21 40 137560 1589
22 39 154187 599
23 39 169801 518
24 39 180529 934
25 39 187705 1268
26 39 195781 366
27 39 199416 643
28 39 205922 946
29 40 200329 858
30 39 207754 163
31 39 201961 1252
32 40 189613 882
159 94 4K 1840 QAM 4096 1108
159 42 9.2 612956729 2824490