Forum Discussion

SimonRC's avatar
SimonRC
Tuning in
9 months ago

Broadband drops out daily

Hi all. 

Trying to get the ball rolling on solving this issue. For several weeks now, our broadband drops out at least once a day at random times. 

Turning the Hub5 on and off again usually solves the problem as long as it’s powered off for more than a few seconds, but it’s getting annoying now. 

I’ll try and pre-empt as many questions as possible -  any suggestions welcome. 

  • Numerous factory resets of the hub haven’t helped. 
  • Devices with a wired connection to hub also lose connection.
  • No obvious loose connections.
  • Virgin TV unaffected.
  • Wi-Fi signal is fine throughout the home.
  • No known issues in local area.
  • Light on hub remains solid white when connection is lost.

Many thanks guys 

  • TerryB81's avatar
    TerryB81
    Tuning in
    9 months ago

    I too am having random dropouts, whereby the LAN/WAN ports seem to be reset. Logs on the hub (modem mode) and my own router correspond and a little search seems to suggest a problem at the cabinet which requires an engineer visit.

    Time in Superhub log appears to be an hour out

    I'm thinking about upgrading to Gig1, but won't be doing so unless this issue is sorted first.

    Edit: MAC address.

  • RT123's avatar
    RT123
    Up to speed
    9 months ago

    Hi.

    Please could you post your router logs? This will help to identify any  issues with your connection. 

    • SimonRC's avatar
      SimonRC
      Tuning in
      9 months ago

      Network Log

      Time Priority Description
      29-04-2024 20:53:18noticeGUI Login Status - Login Success from LAN interface
      29-04-2024 09:17:15noticeREGISTRATION COMPLETE - Waiting for Operational status
      29-04-2024 09:17:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 09:17:06noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 09:16:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 09:16:57noticeHonoring MDD; IP provisioning mode = IPv4
      29-04-2024 09:16:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 09:16:34criticalCable Modem Reboot because of - HW or Power-On Reset
      29-04-2024 02:01:11criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 02:01:11criticalCable Modem Reboot because of - Peer_down
      28-04-2024 21:16:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 21:16:31criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 19:11:08criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 19:11:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 18:54:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 18:54:28criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 18:48:08criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 18:48:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 18:15:04criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 18:15:03criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 10:29:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 10:29:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 10:29:38criticalCable Modem Reboot because of - HW or Power-On Reset
      28-04-2024 10:02:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 10:02:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      28-04-2024 10:02:17criticalCable Modem Reboot because of - HW or Power-On Reset
      27-04-2024 09:30:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      27-04-2024 09:30:39criticalCable Modem Reboot because of - HW or Power-On Reset
      27-04-2024 09:18:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      27-04-2024 09:18:08criticalCable Modem Reboot because of - HW or Power-On Reset
      24-04-2024 03:47:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-04-2024 03:47:21criticalCable Modem Reboot because of - kernel-panic
      24-04-2024 03:38:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13300000009.740QAM 25625
    21940000008.940QAM 2568
    32020000008.940QAM 2569
    42100000009.340QAM 25610
    52180000009.440QAM 25611
    62260000009.140QAM 25612
    72340000009.540QAM 25613
    82420000009.540QAM 25614
    92500000009.440QAM 25615
    102580000009.840QAM 25616
    112660000009.740QAM 25617
    122740000009.840QAM 25618
    132820000009.840QAM 25619
    142900000009.840QAM 25620
    152980000009.940QAM 25621
    163060000009.840QAM 25622
    173140000001040QAM 25623
    183220000009.940QAM 25624
    193380000001040QAM 25626
    203460000009.940QAM 25627
    2135400000010.240QAM 25628
    2236200000010.440QAM 25629
    2337000000010.240QAM 25630
    2437800000010.440QAM 25631
    2538600000010.440QAM 25632
    2639400000010.540QAM 25633
    2740200000010.740QAM 25634
    2841000000010.640QAM 25635
    2941800000010.840QAM 25636
    305220000001240QAM 25637
    315300000001240QAM 25638

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4076310
    2Locked4011330
    3Locked4012020
    4Locked4013470
    5Locked4016420
    6Locked4019940
    7Locked4018400
    8Locked4020440
    9Locked4022520
    10Locked4024390
    11Locked4021040
    12Locked4025370
    13Locked4029830
    14Locked4045070
    15Locked4049110
    16Locked4053590
    17Locked4057130
    18Locked4065310
    19Locked4077060
    20Locked4077840
    21Locked4076470
    22Locked4080220
    23Locked4091330
    24Locked40114390
    25Locked40109780
    26Locked40105410
    27Locked4094340
    28Locked40105040
    29Locked40108420
    30Locked40156340
    31Locked40154190

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    39924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    39Locked4010.76077763390
  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000405120QAM 641
    14310000040.35120QAM 642
    23660000040.55120QAM 643
    33010000040.55120QAM 644
    42360000040.55120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.434.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2087400000000
  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    A VM engineer came today. Adjusted some levels, replaced some cable. 

    The problem is now worse - 3 failures in 6 hours. 

    In the words of Nottingham Forest I am now considering my options. 

    • RT123's avatar
      RT123
      Up to speed
      9 months ago

      Hi,

      Could you post the logs again please? There were some high downstream power levels  and also sync errors last time. And today’s BQM (let me know when the tech was around also).

      Was an attenuator fitted?  (on my line, it’s a little attachment on the cable near the hub end) 

      Judging by the fact you’ve had 3 failures in 6 hours, this suggests the same issue with the sync errors could still be present. 

    • Megan_L's avatar
      Megan_L
      Forum Team
      9 months ago

      Hi SimonRC,

      Thanks for updating us on this issue with your connection after the technician visit, I am sorry you still had some drop outs after they left which must have been very frustrating.

      I understand you had issues with this on Wednesday, however I have checked your service on my side and thankfully I can see your connection may have smoothed out today. 

      Could you let us know if this is a true reflection on your side from today please?

      Thanks,

      Megan

  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    Hi Megan

    The drop outs are still happening most days sadly. Here are the latest router logs:

    Network Log

    Time Priority Description
    09-05-2024 08:31:59noticeGUI Login Status - Login Success from LAN interface
    09-05-2024 07:03:04noticeREGISTRATION COMPLETE - Waiting for Operational status
    09-05-2024 07:03:01noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-05-2024 07:02:55noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-05-2024 07:02:48warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-05-2024 07:02:46noticeHonoring MDD; IP provisioning mode = IPv4
    09-05-2024 07:02:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-05-2024 07:02:22criticalCable Modem Reboot because of - HW or Power-On Reset
    09-05-2024 03:27:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:46criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 17:28:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 13:46:23criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 13:46:22criticalCable Modem Reboot because of - HW or Power-On Reset
    08-05-2024 00:42:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-05-2024 00:42:27criticalCable Modem Reboot because of - Peer_down
    08-05-2024 00:38:51alertSW Download INIT - Via NMS
    07-05-2024 05:34:54criticalCable Modem Reboot because of - Peer_down
    07-05-2024 05:34:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-05-2024 03:29:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-05-2024 03:29:26criticalCable Modem Reboot because of - kernel-panic
    06-05-2024 12:38:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-05-2024 12:38:19criticalCable Modem Reboot because of - unknown
    06-05-2024 12:25:01criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-05-2024 12:25:00criticalCable Modem Reboot because of - HW or Power-On Reset
    05-05-2024 00:48:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-05-2024 00:48:14criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-05-2024 00:48:14criticalCable Modem Reboot because of - Peer_down
    04-05-2024 20:56:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-05-2024 20:56:38criticalCable Modem Reboot because of - HW or Power-On Reset
  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13300000005.639QAM 25625
    21380000003.839QAM 2561
    31460000003.839QAM 2562
    41540000003.939QAM 2563
    5162000000439QAM 2564
    6170000000439QAM 2565
    7178000000439QAM 2566
    81860000004.239QAM 2567
    91940000004.539QAM 2568
    102020000004.639QAM 2569
    11210000000539QAM 25610
    12218000000539QAM 25611
    13226000000539QAM 25612
    142340000005.239QAM 25613
    152420000005.339QAM 25614
    162500000005.339QAM 25615
    172580000005.439QAM 25616
    182660000005.539QAM 25617
    192740000005.539QAM 25618
    202820000005.539QAM 25619
    212900000005.539QAM 25620
    222980000005.539QAM 25621
    233060000005.639QAM 25622
    243140000005.739QAM 25623
    253220000005.639QAM 25624
    263380000005.739QAM 25626
    273460000005.839QAM 25627
    28354000000639QAM 25628
    293620000006.139QAM 25629
    303700000006.139QAM 25630
    313780000006.239QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked39185830
    2Locked3917140
    3Locked3916690
    4Locked3916920
    5Locked3917180
    6Locked3919070
    7Locked3922230
    8Locked3923660
    9Locked3936400
    10Locked3938660
    11Locked3943670
    12Locked3950320
    13Locked3957730
    14Locked3956570
    15Locked3962020
    16Locked3965310
    17Locked3969230
    18Locked3964010
    19Locked3974210
    20Locked3986470
    21Locked39116790
    22Locked39126340
    23Locked39131210
    24Locked39142240
    25Locked39156570
    26Locked39187790
    27Locked39185850
    28Locked39183950
    29Locked39194470
    30Locked39220730
    31Locked39273130

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    39924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    39Locked396.7593991831
  • SimonRC's avatar
    SimonRC
    Tuning in
    9 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000045.55120QAM 641
    14310000045.55120QAM 642
    23660000045.85120QAM 643
    330100000465120QAM 644
    423600000465120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.439.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2087400000000
    • Beth_G's avatar
      Beth_G
      Forum Team
      9 months ago

      Thanks for attaching your network logs Simon

      I've just looked at some fresh logs today and it does appear that your downstream levels are a bit too high on some channels, so we'll need to book in another engineer visit for you. We do apologise about that.

      I've dropped you a PM so I can arrange this with you.

      Thanks,

      • Norette's avatar
        Norette
        Joining in
        9 months ago

        Hi Beth wonder if you can help as am getting nowhere with the faults team and 2 engineer visits. I am a pensioner in my mid 60s and am not technical savvy but I have a hub 3 and since February have same issues as Simon RC. We have 2 V6 boxes downstairs and the router is upstairs. According to the network settings page our signal strength shows 100 but when i look at my strength the maximum my V6 box goes to is 50 per cent but drops down to between 40 to 45 per cent and loses connection and constantly requires me to reboot the box and router after we have finished watching tv. When this happens though my son has no issues with his V6 box and is also on line on xbox live. My router is wired by ethernet to my pc which we do not use regularly as it is old and needs upgrading but i think the router has reverted to wireless mode. I have had 2 engineer visits but still having this issue on daily  basis. Virgin did confirm that they picked up there was intermittent connection on Friday when I spoke to them again and that they would monitor over the weekend and keep me posted. Got a text yesterday to say all good and guess what it happened last night. The boxes and router have always been where they are and I have never had such issues. Are you able to help. I have registered a complaint which is still open from marck

         

         

         

    • Beth_G's avatar
      Beth_G
      Forum Team
      9 months ago

      Hi SimonRC,

      Thanks for getting back to me with your details via PM.

      I've gone ahead and booked in an engineer appointment for you.

      There’ll be no charge for this visit unless:

       

      • The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
      • You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

       

      Otherwise, the appointment would be free of charge.

      The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

      If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.


      Let us know how the visit goes and if you need anything else 😊