Hi Everyone,I have an issue with my connection that I have had previously. I wasn't happy that the problem just 'went away' without anyone able to provide me with an explanation. Basically, every 30 minutes the signal to my router stops for about 30 seconds to a minute. I know this because I have a BQM setup and can see it. I have attached the report from today. I have tried phone and chat support, but they were both most unsuccessful because they cannot deal with anything that doesn't fit their script. I have reset my router etc. to go through their merry little dance, but the problem is not with the router or any equipment in my house it is clearly the signal coming into the house. Unfortunately, this falls on deaf ears. I wonder whether anyone who has some technical chops at VM can help me here. I am very frustrated that no one else seems to have this issue and that there isn't a way to report this to someone knowledgeable - although that may be because this type of intermittent problem is hard to detect.Please someone help!

Downstream logs:Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1386750000-240256 qam322202750000-0.538256 qam93210750000-0.938256 qam104218750000-140256 qam115226750000-1.438256 qam126234750000-1.538256 qam137242750000-1.938256 qam148250750000-2.238256 qam159258750000-2.438256 qam1610266750000-2.538256 qam1711274750000-2.538256 qam1812282750000-2.238256 qam1913290750000-1.938256 qam2014298750000-1.738256 qam2115306750000-1.540256 qam2216314750000-1.440256 qam2317322750000-1.440256 qam2418330750000-1.540256 qam2519338750000-1.740256 qam2620346750000-1.740256 qam2721354750000-240256 qam2822362750000-240256 qam2923370750000-1.940256 qam3024378750000-1.740256 qam31Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1Locked40.3102Locked38.9503Locked38.6804Locked40.3405Locked38.9406Locked38.9407Locked38.9508Locked38.9009Locked38.912010Locked38.613011Locked38.97012Locked38.95013Locked38.95014Locked38.96015Locked40.35016Locked40.35017Locked40.35018Locked40.36019Locked40.35020Locked40.35021Locked40.37022Locked40.35023Locked40.37024Locked40.310

Upstream logsUpstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID14310000747.5512064 qam222359958547512064 qam533009991546.8512064 qam443660003147512064 qam354960000048.5512064 qam1Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1ATDMA001102ATDMA00103ATDMA00204ATDMA00105ATDMA0010

Network logs:Network LogTime Priority Description05/02/2024 04:48:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:48:18criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:47:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:47:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:45:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:45:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:44:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:44:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:44:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:44:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:43:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:43:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:42:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:42:19criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:40:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:40:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:40:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:40:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:39:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2024 04:39:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

100% packet loss every 30 mins - phone and chat support not helpful

jbrennand

Very Insightful Person

2 years ago

What Hub model do you have and also what devices do you have connected to the Hub directly on ethernet cables?

Also worth checking if there are any known issues on the the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows on thee - can you do this.

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, when its light, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Then...Post up your Hub/network connection details and someone will check to see if there is a problem there. 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

adargon

On our wavelength

2 years ago

Thanks for taking the time to reply @jbrennand.
Here are the answers to your questions
1. I have a hub 3.0 in modem mode. Only one ethernet cable connected - to my Ubiquiti router.
2. I checked the service status by phoning and there aren't any issues affecting my area.
3. All cables are finger-tight. VM box on the outside wall has not been disturbed and it doesn't look like there are any loose wires or unterminated cables.
4. The internal wiring looks good with no kinking or chaffing. Nothing has been moved.
5. Logs to follow.

Further info. I can see this started at 16.30 on Thursday 1 February. There was also an outage last night between 11pm and 4am, which wasn't a power cut or deliberate power cycle by us. Looks like the issue is still there.

adargon

On our wavelength

2 years ago

Downstream logs:

Downstream bonded channels

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

1	386750000	-2	40	256 qam	32
2	202750000	-0.5	38	256 qam	9
3	210750000	-0.9	38	256 qam	10
4	218750000	-1	40	256 qam	11
5	226750000	-1.4	38	256 qam	12
6	234750000	-1.5	38	256 qam	13
7	242750000	-1.9	38	256 qam	14
8	250750000	-2.2	38	256 qam	15
9	258750000	-2.4	38	256 qam	16
10	266750000	-2.5	38	256 qam	17
11	274750000	-2.5	38	256 qam	18
12	282750000	-2.2	38	256 qam	19
13	290750000	-1.9	38	256 qam	20
14	298750000	-1.7	38	256 qam	21
15	306750000	-1.5	40	256 qam	22
16	314750000	-1.4	40	256 qam	23
17	322750000	-1.4	40	256 qam	24
18	330750000	-1.5	40	256 qam	25
19	338750000	-1.7	40	256 qam	26
20	346750000	-1.7	40	256 qam	27
21	354750000	-2	40	256 qam	28
22	362750000	-2	40	256 qam	29
23	370750000	-1.9	40	256 qam	30
24	378750000	-1.7	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	1
2	Locked	38.9	5
3	Locked	38.6	8
4	Locked	40.3	4
5	Locked	38.9	4
6	Locked	38.9	4
7	Locked	38.9	5
8	Locked	38.9	0
9	Locked	38.9	12
10	Locked	38.6	13
11	Locked	38.9	7
12	Locked	38.9	5
13	Locked	38.9	5
14	Locked	38.9	6
15	Locked	40.3	5
16	Locked	40.3	5
17	Locked	40.3	5
18	Locked	40.3	6
19	Locked	40.3	5
20	Locked	40.3	5
21	Locked	40.3	7
22	Locked	40.3	5
23	Locked	40.3	7
24	Locked	40.3	1

legacy1
Alessandro Volta
2 years ago
No one cares what it was only that its fixed😉
adargon
On our wavelength
12 months ago
If anyone is actually listening I could use some help. I am experiencing the exact same issue once again. It started on Tuesday 19th March around 1.30pm and is ongoing. See screenshot.
I have done the following:
Contacted the 0800 number and it reports no local area issues.
Performed a factory reset
Not sure what else to do - I can't get on the chat for some reason so I cannot report it there.

I'd be grateful if someone from VM can pick this up swiftly.

Andy
adargon
On our wavelength
12 months ago
Still no joy in getting this sorted out. I am getting annoyed with the constant drop outs every 30 mins. I cannot get hold of anyone from VM on these forums. I am in contact with VM forum support but it has so far taken 3 days to get through security checks!
Has anyone else suffered from anything similar and was it ever diagnosed and fixed by VM?
Please help!😢
adargon
On our wavelength
12 months ago
Once again the problem has just gone away - at about 1.30/2 pm yesterday.
I did call the CS team and run through a pointless pinhole reset once again but they did say they were going to monitor it for 24 hours. About 18 hours later it was fixed - not sure whether those things are related.
Still trying to get more information so that when this happens again we won't waste time.
adargon
On our wavelength
12 months ago
@MattDavies1 0800 561 0061

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100% packet loss every 30 mins - phone and chat support not helpful

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