Intermittent internet connection

[jaseclarkson]

Hi, 

I got 2 weeks ago a replacement hub from hub 2 to hub 3. 

The internet was intermittent on hub 2 and that is why I got hub 3. The problem is still occuring. It is not WiFi issue, even on Ethernet the connection goes down. Network Status shows issues. I reset the hub after the initial installation. 

Spoke to support and I got told that they are refreshing the signal to fix my problem. The problem is not fixed.

 

 

[jbrennand]

Post up all the data as per this.....

____________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. 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

[jaseclarkson]

Downstream bonded channels

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

1	155000000	-9	35	256 qam	3
2	139000000	-9.7	34	256 qam	1
3	147000000	-9.5	34	256 qam	2
4	163000000	-9.4	35	256 qam	4
5	171000000	-9.7	35	256 qam	5
6	179000000	-10.4	34	256 qam	6
7	187000000	-9.9	34	256 qam	7
8	195000000	-10	34	256 qam	8
9	203000000	-10	35	256 qam	9
10	211000000	-10.7	34	256 qam	10
11	219000000	-11.2	33	256 qam	11
12	227000000	-11.4	33	256 qam	12
13	235000000	-11.2	33	256 qam	13
14	307000000	-12.9	32	256 qam	22
15	315000000	-12.7	32	256 qam	23
16	323000000	-13.4	32	256 qam	24
17	331000000	-13	32	256 qam	25
18	339000000	-12.7	32	256 qam	26
19	347000000	-13.8	31	256 qam	27
20	355000000	-14.4	31	256 qam	28
21	363000000	-14.5	31	256 qam	29
22	371000000	-14	31	256 qam	30
23	379000000	-13.7	31	256 qam	31
24	387000000	-14.2	31	256 qam	32

Downstream bonded channels

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

1	Locked	35	7338	1550
2	Locked	34.4	34264	871
3	Locked	34.4	113474	1215
4	Locked	35	13847	1511
5	Locked	35	16943	1368
6	Locked	34.4	45945	1168
7	Locked	34.9	11885	1178
8	Locked	34.9	17309	1144
9	Locked	35	10704	1258
10	Locked	34.4	31933	1252
11	Locked	33.8	270266	1095
12	Locked	33.3	1561568	1054
13	Locked	33.8	179652	662
14	Locked	32.9	2788354	610
15	Locked	32.9	2750874	398
16	Locked	32.3	8574353	264
17	Locked	32.2	16511721	164
18	Locked	32.3	12622140	145
19	Locked	31.9	29244664	431
20	Locked	31.6	46151619	883
21	Locked	31.4	64883241	1152
22	Locked	31.6	69908229	1296
23	Locked	31.6	54191155	1029
24	Locked	31.4	91533339	758

[jaseclarkson]

Upstream bonded channels

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

1

23600000

57

5120

64 qam

5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

3

0

[jaseclarkson]

Network Log

Time Priority Description

05/05/2024 22:17:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 15:21:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:14:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:14:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:13:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[RT123 · Accepted solution]

Looks like an engineer is needed - you can either wait a few days for a forum team member to respond or contact Virgin Media on X (@VirginMedia) or Facebook.

Some of the downstream power levels are too low and you are missing 4 upstream channels. The upstream power levels are also very high.

[jaseclarkson]

An engineer came in today replaced cables and splitters and something outside the house and the signal is better now. Thank you for your help. 

[Joseph_B]

Hey @jaseclarkson,

Welcome to the Community Forums and thanks for the post.

Sorry to see you have been having these issues, I can see since your original post you have had a conversation with our team, were they able to assist you further with this?

Joe 

[Joseph_B]

Hey @jaseclarkson,

Great to hear that this has now been fixed, if you do need anything further from us please do let us know and we would be more than happy to look into this with you.

Joe