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reeves1985
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Message 11 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

I've got a funny feeling it's a problem with the new hubs and the way they attach to the account.

They lock on in a sequence which for example is say 1,2,3
If it skips a step and completes the rest then you have problem activating and locking to the network.

It's an account issue within the IT department but the goons won't see it and just send engineer after engineer.

Oh that reminds me my call was due before 7pm
Still waiting.

It's getting beyond a joke
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MaffewE
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Message 12 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

So, 7pm onwards was pretty eventful:

93fc50dc4cef683de82dff0ff4d98f86.png

I've received a further two text messages, one advising issue F005412839 was fixed (9:05am) and another advising issue F005417653 was fixed (1:29pm). So, we'll see.

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MaffewE
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Message 13 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

Firstly, I wish to express my extreme disappointment with Virgin Media on two counts:
One, in the month since I initially posted here, no one from Virgin has replied to this discussion thread at all at any point.
Two, despite assurances from the woman who I phoned (as noted in an earlier post), there has been no credit applied to my account that I can see relating to this issue for the days on which internet access was pretty much impossible.

What is the point in support channels making promises, if no support is provided and those promises aren't kept?

Regarding the actual issue:
Things have settled down to some degree after my last post, with no long periods of breaks in connection since my last post. However, that by no means should be taken to say things are fine - they definitely are not.

I was notified the issues were resolved on the 7th July, and it is true that the constant Hub flashing and prolonged disconnections did stop at this point:

7thJuly.png

However, on the 11th July, there was a brief disconnection, followed my a notable change in the behaviour of my connection:

11thJuly.png

Note that the spikes of maximum latency are much increased following the red spike. They have remained at this level from this point onwards.

Additionally, yesterday, there were two brief moments once again where no data was transferred via my connection and notable packet loss occured. On each of these occasions videos that were streaming stopped, resuming 40-60secs later:

5thAugust.png

Checking the router logs, the Upstream stats seem to be varying greatly. Shown below is what the Hub stated a couple of minutes ago, but only two or three hours earlier, the power level was much lower (around 44 rather than 53):

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power (dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
8 25800000 ATDMA 53.3 64 qam 6400000 5120
7 32600000 ATDMA 53.3 64 qam 6400000 5120

Not much is standing out to me as odd for downstream, though there may be something I haven't spotted:

Downstream bonded channels
Channel Frequency(Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 2.2 43.3 256 qam 21
2 322750000 2 40.9 256 qam 24
3 314750000 2 40.9 256 qam 23
4 306750000 2 43.3 256 qam 22
5 290750000 2.5 40.3 256 qam 20
6 282750000 2.5 43.3 256 qam 19
7 274750000 2.5 43.3 256 qam 18
8 266750000 2.9 43.3 256 qam 17
9 258750000 3 43.3 256 qam 16
10 250750000 3 43.3 256 qam 15
11 242750000 3 40.9 256 qam 14
12 234750000 3.2 40.9 256 qam 13
13 226750000 3.5 40.9 256 qam 12
14 218750000 3.2 40.9 256 qam 11
15 210750000 3.5 40.9 256 qam 10
16 202750000 4 40.9 256 qam 9
17 194750000 4.1 43.3 256 qam 8
18 186750000 4.5 40.9 256 qam 7
19 178750000 4.9 43.3 256 qam 6
20 170750000 5 43.3 256 qam 5
21 162750000 5.4 40.9 256 qam 4
22 154750000 5.6 43.3 256 qam 3
23 146750000 5 40.9 256 qam 2
24 138750000 3 40.3 256 qam 1

The network log shows a whole collection of different error messages in the portion that is still displayed, including T3 errors and multiple 'RCS Partial Service':

Network Log (mac addresses removed)
Date And Time Error Number Event Description
2017-07-26 19:32:01.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-26 19:32:01.00 68010600 DHCP Renew - lease parameters tftp file-Vee7a9a364ea87600.cm modified;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-27 03:23:54.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-27 18:52:27.00 84000700 RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-27 18:53:05.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-30 05:48:43.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-30 17:28:16.00 84000700 RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-30 19:22:10.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-30 22:38:32.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-31 04:15:12.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-31 04:15:12.00 68010600 DHCP Renew - lease parameters tftp file-Vee7a9a364ea87600.cm modified;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-07-31 11:56:54.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-01 22:50:28.00 84000700 RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-04 09:30:29.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-04 21:20:11.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-04 23:18:56.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-05 13:07:26.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-05 13:07:26.00 68010600 DHCP Renew - lease parameters tftp file-Vee7a9a364ea87600.cm modified;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-05 18:15:51.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2017-08-06 10:10:10.00 84000700 RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

Can someone from Virgin Media please explain:

1. Why these issues are continuing with my connection, and how/when they will be resolved?
2. Why the sudden change occurred on the 11th July?
3. Why I have not received the promised credit to my account for the broken connection between the 5th and 7th July?
4. Why I have received no response from Virgin Media in the one month since posting on this forum?

Thank you.

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Forum Team
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Message 14 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

Sorry to hear about the connection trouble experienced MaffewE, 

 

I've located your details and I'm unable to detect any fault either via the equipment levels or network segment at the moment.

 

Are you still experiencing trouble? If so, is this via a hardwired/wireless connection?

 

I've sent you a private message so that we can chat some more about this, 

 

Nat_J

 

 


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MaffewE
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Message 15 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

As mentioned in private message, things had been okay since Sunday evening. Ping remained all over the place sure, but there has been no spikes of packet loss and paused connection.

Until today, anyway. And more specifically the last couple of hours..

93fc50dc4cef683de82dff0ff4d98f86 (1).png

 Four spikes in the last 75mins or so, each accompanied by everything refusing to download or stream at those points (videos stalling, tweets not downloading, web pages not responding). As noted twice last Saturday, but more of them today.

Affects all devices connected to the router, be it via WiFi or wired.

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cje85
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Message 16 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

Regarding the 11th July, I would guess that more downstream channels were added in your area, as the stats you've posted now show 24 channels rather than the 16 you had originally. The bug with the Intel chip in the Hub 3 means that the more channels you have the higher the latency spikes.

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MaffewE
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Message 17 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

Good point, and one I hadn't thought of.

As far as the red spikes and brief periods of unresponsiveness go, I did the test from the status page on the Virgin Media site. This said they were fixing something, and to try restarting the hub after ten minutes. So I did.

Hasn't changed much though, as it happened again at around 9pm.

93fc50dc4cef683de82dff0ff4d98f86 (2).png

 

 

 

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MaffewE
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Message 18 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

And another two times:

93fc50dc4cef683de82dff0ff4d98f86 (3).png

 

 

 

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MaffewE
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Message 19 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

I should also point out there's nothing related to any of the dropouts / spikes for today showing in the error log in the Hub... the last entry is a T3 time out from the 10th (two days ago).

Upstream power seems current a bit high at 52 dBmV on both channels, while downstream varies from 2.5 to 5.5 dBmV across the 24 channels.
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MaffewE
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Message 20 of 26
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Re: Issues following installation of new Hub 3.0 - including complete connection loss this morning..

93fc50dc4cef683de82dff0ff4d98f86 (4).pngThats the last 24hrs, in full.

 Nine spikes of packet loss starting at around 4pm yesterday, each resulting in the connection stalling (video streaming stops, web pages don't load etc) for normally around 40-60seconds. Affects all connected devices. No sign of any errors being reported in the network logs on the Hub in any instance. Not cured by the connection check from the Virgin site, or the restart of the hub before 6pm yesterday.

The only thing that I have noticed is the very big fluctuation of upstream power levels, which were down at 43-44 dBmV this morning, but are now back up in the 50s:

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

825800000ATDMA5264 qam64000005120
732600000ATDMA5264 qam6400000

5120

 

Always seems to go back down to the low 40s after a bout of packet loss, and then rise back up into the 50s over time before the next packet loss spike. Am guessing it shouldn't be fluctuating that much in a short space of time?

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