Forum Discussion

Jhmzpwer's avatar
Jhmzpwer
Joining in
2 years ago

Frequent connection drops

Hi,

I am experiencing an issue with my hub 3 where my internet connection frequently drops. When this occurs, the power light begins to flash green, the WiFi light then shows solid green and then the internet light flashes green. I lose all internet connectivity when this happens. Eventually, the power light turns white, the other lights disappear, and the connection is (temporarily) restored.

This has been happening several times each hour and is impacting devices on both wireless and wired connections. 

I have already done the following:

- Restarted the hub several times

- Checked for any issues in my area & had Virgin check the status of my equipment (apparently no problems) 

- Performed a hard reset (pinhole) twice

- Unplugged / replugged and checked all wires

I will add the contents of my hub status page below.

Please could somebody assist?

 

7 Replies

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  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    Cable Modem Status

     

     

    Item

    Status

    Comments

    Acquired Downstream Channel (Hz)

    331000000

    Locked

    Ranged Upstream Channel (Hz)

    43100036

    Locked

    Provisioning State

    Online

    		 
  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    Downstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    331000000

    4.5

    40

    256 qam

    25

    2

    171000000

    4.8

    40

    256 qam

    5

    3

    179000000

    4.8

    40

    256 qam

    6

    4

    187000000

    4.8

    40

    256 qam

    7

    5

    195000000

    4.6

    40

    256 qam

    8

    6

    203000000

    4.5

    40

    256 qam

    9

    7

    211000000

    4.5

    40

    256 qam

    10

    8

    219000000

    4.4

    40

    256 qam

    11

    9

    227000000

    3.9

    40

    256 qam

    12

    10

    243000000

    3.7

    40

    256 qam

    14

    11

    251000000

    3.2

    40

    256 qam

    15

    12

    275000000

    3.5

    40

    256 qam

    18

    13

    283000000

    3.7

    40

    256 qam

    19

    14

    299000000

    3.7

    40

    256 qam

    21

    15

    307000000

    4

    40

    256 qam

    22

    16

    315000000

    4.6

    40

    256 qam

    23

    17

    339000000

    4.8

    40

    256 qam

    26

    18

    347000000

    5

    40

    256 qam

    27

    19

    371000000

    4.4

    40

    256 qam

    30

    20

    379000000

    4.5

    40

    256 qam

    31

    21

    387000000

    4.1

    40

    256 qam

    32

    22

    403000000

    3.5

    40

    256 qam

    34

    23

    411000000

    3.9

    40

    256 qam

    35

    24

    419000000

    3.7

    40

    256 qam

    36

     

     

  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    Downstream bonded channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    40.3

    0

    0

    2

    Locked

    40.3

    5

    0

    3

    Locked

    40.3

    0

    0

    4

    Locked

    40.3

    3

    0

    5

    Locked

    40.3

    4

    0

    6

    Locked

    40.3

    3

    0

    7

    Locked

    40.9

    5

    0

    8

    Locked

    40.9

    6

    0

    9

    Locked

    40.3

    0

    0

    10

    Locked

    40.9

    7

    0

    11

    Locked

    40.9

    0

    0

    12

    Locked

    40.3

    4

    0

    13

    Locked

    40.9

    5

    0

    14

    Locked

    40.3

    0

    0

    15

    Locked

    40.9

    4

    0

    16

    Locked

    40.9

    5

    0

    17

    Locked

    40.9

    6

    0

    18

    Locked

    40.3

    5

    0

    19

    Locked

    40.3

    0

    0

    20

    Locked

    40.3

    11

    0

    21

    Locked

    40.9

    6

    0

    22

    Locked

    40.9

    0

    0

    23

    Locked

    40.3

    6

    0

    24

    Locked

    40.3

    5

    0

  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    Upstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    1

    43100036

    41.5

    5120

    64 qam

    2

    2

    23599961

    41.5

    5120

    64 qam

    5

    3

    30100041

    41.5

    5120

    64 qam

    4

    4

    36599996

    41.5

    5120

    64 qam

    3

    5

    49600024

    41.5

    5120

    64 qam

    1

     

    Upstream bonded channels

    Channel

    Channel Type

    T1 Timeouts

    T2 Timeouts

    T3 Timeouts

    T4 Timeouts

    1

    ATDMA

    0

    0

    0

    0

    2

    ATDMA

    0

    0

    0

    0

    3

    ATDMA

    0

    0

    0

    0

    4

    ATDMA

    0

    0

    0

    0

    5

    ATDMA

    0

    0

    0

    0

  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    General Configuration

    Network access

    Allowed

    Maximum Number of CPEs

    1

    Baseline Privacy

    Enabled

    DOCSIS Mode

    Docsis30

    Config file

    oA,.iyewrkldJKDHSUBsgvca6

     

    Primary Downstream Service Flow

    SFID

    16330

    Max Traffic Rate

    143750047

    Max Traffic Burst

    42600

    Min Traffic Rate

    0

     

    Primary Upstream Service Flow

    SFID

    16329

    Max Traffic Rate

    22000047

    Max Traffic Burst

    42600

    Min Traffic Rate

    0

    Max Concatenated Burst

    42600

    Scheduling Type

    BestEffort

  • Jhmzpwer's avatar
    Jhmzpwer
    Joining in
    2 years ago

    Network Log

    Time

    Priority

    Description

    11/03/2024 12:37:42

    Error

    TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:42

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:42

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:39

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:39

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:38

    critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:36

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:36

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:29

    critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:28

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:28

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:24

    critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:22

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:37:22

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:36:2

    critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:23:56

    Error

    TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:23:56

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:23:56

    critical

    Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:23:47

    critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    11/03/2024 12:23:47

    critical

    16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Jhmzpwer, thank you for your posts.

    We're sorry to hear about the issue you're experiencing 😔

    In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


    Regards,
    Daniel