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Delta452
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Message 1 of 16
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Hub reliability issues

For the past week or so, my hub remains turned on but loses all connectivity (all devices connected either via Ethernet or wireless drop connection). I then either wait 10 minutes and normal service resumes, or I have to restart the hub, after which it works fine.

I assume it's a dodgy box; can someone from virgin tell me what tests need to be run, or if I need an engineer visit please?
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Superuser
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Message 2 of 16
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Re: Hub reliability issues

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

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Delta452
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Message 3 of 16
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Re: Hub reliability issues

Refresh data
Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 323000000 6.1 37.6 256 qam 68
2 291000000 7.1 37.3 256 qam 64
3 315000000 6.5 37.3 256 qam 67
4 307000000 6.9 37.3 256 qam 66
5 275000000 7.5 38.6 256 qam 62
6 267000000 7.6 37.6 256 qam 61
7 259000000 7.6 37.6 256 qam 44
8 251000000 7.6 37.6 256 qam 43
9 243000000 7.9 38.6 256 qam 42
10 235000000 8.4 38.6 256 qam 41
11 299000000 7 37.3 256 qam 65
12 283000000 7.4 37.3 256 qam 63

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Delta452
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Message 4 of 16
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Re: Hub reliability issues

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
2 31000000 ATDMA 41 16 qam 6400000 5120
3 24400000 ATDMA 41 16 qam 6400000 5120
1 37600000 ATDMA 41 16 qam 6400000 5120
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Delta452
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Message 5 of 16
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Re: Hub reliability issues

Network Log
Date And Time Error Number Event Description
2016-12-28 04:51:11.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-28 04:51:11.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-28 21:26:44.00 67070100 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 01:27:00.00 82000200
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Delta452
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Message 6 of 16
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Re: Hub reliability issues

I've just got off the phone with tech support who told me it's because I'm on traffic management. However I would have thought if that was the case, my speeds would be limited rather than my connectivity removed completely. I've also never been told my service is being disconnected due to traffic management.?
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Superuser
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Message 7 of 16
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Re: Hub reliability issues

If that is the full extent of the logs and there has been no entries since the 28th, then there is nothing to explain your dropouts. Your power levels and SNR is fine.

VM can take a closer look at your connection to see if there is anything amiss we can't see like upstream SNR, causing the problem.

I think you will need to contact VM to take a closer look, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

EDIT, just seen your latest post.

TBH I cannot see you being disconnected due to upstream traffic management, the only reason I can think of to get disconnected without notice would be if you had a faulty cable\splitter that was injecting noise into the system.

 

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Delta452
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Message 8 of 16
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Re: Hub reliability issues

Thanks for your help. I've got an engineer booked in, so let's hope I get more sense and some answers from whoever turns up vs what I was told on the phone just now!
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Superuser
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Message 9 of 16
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Re: Hub reliability issues

No problem, I hope the tech visit resolves the problem.

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Delta452
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Message 10 of 16
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Re: Hub reliability issues

Actually, Ive just checked and the log is a lot longer than that (I was using my ipad before and had copy/paste issues:

Network Log
Date And Time Error Number Event Description
2016-12-28 04:51:11.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-28 04:51:11.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-28 21:26:44.00 67070100 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 01:27:00.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 01:30:14.00 66030102 Auth Reject - No Information;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-29 22:09:56.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-01 17:05:28.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-02 11:20:43.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-02 11:20:43.00 68010600 DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-03 07:25:13.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:42.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:42.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:01.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:01.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-03 14:54:39.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:41.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:21.00 84020100 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 21:39:16.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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