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DA65's avatar
DA65
On our wavelength
6 months ago
Solved

Intermittent broadband Freeze and Drop out

Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.

Have spoken with support but no resolution.

I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.

I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?

I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.

Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at  over 100Mbps.

Can anyone assist in finding a solution to stop these drop outs?

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
234750000
Locked
Ranged Upstream Channel (Hz)
49600000
Locked
Provisioning State
Online

Downstream bonded channels

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

1234750000-4.438256 qam13
2242750000-4.938256 qam14
3250750000-5.438256 qam15
4258750000-5.238256 qam16
5266750000-4.738256 qam17
6274750000-4.738256 qam18
7282750000-4.738256 qam19
8290750000-5.438256 qam20
9298750000-5.238256 qam21
10306750000-5.538256 qam22
11314750000-5.538256 qam23
12322750000-5.538256 qam24
13330750000-5.538256 qam25
14338750000-5.938256 qam26
15346750000-5.938256 qam27
16354750000-638256 qam28
17362750000-6.538256 qam29
18370750000-6.938256 qam30
19378750000-7.537256 qam31
20386750000-7.737256 qam32
21394750000-7.737256 qam33
22402750000-7.738256 qam34
23410750000-837256 qam35
24418750000-837256 qam36



Downstream bonded channels

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

1Locked38.6129584686
2Locked38.6239834886
3Locked38.6143663631
4Locked38.9148964036
5Locked38.6133524329
6Locked38.9133164115
7Locked38.9139043968
8Locked38.9165154306
9Locked38.6166484603
10Locked38.9172333332
11Locked38.6179293545
12Locked38.6189203940
13Locked38.9192564366
14Locked38.6198765754
15Locked38.6190924191
16Locked38.6196704100
17Locked38.9212604771
18Locked38.6224975044
19Locked37.6265245589
20Locked37.6251546548
21Locked37.6230956757
22Locked38.6227636005
23Locked37.6237647739
24Locked37.6235477600
Broadband
drop out
freeze
intermittent
  • Adduxi's avatar
    Adduxi
    6 months ago

    Your Downstream power is too low, should be above -6 and too many PostRS errors which is indicative of “noise” on the line.

    A VM Mod should pick this up in a couple of days and discuss with you. 

20 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    Your Downstream power is too low, should be above -6 and too many PostRS errors which is indicative of “noise” on the line.

    A VM Mod should pick this up in a couple of days and discuss with you. 

    • DA65's avatar
      DA65
      On our wavelength
      6 months ago

      Hi Adduxi 

      Thanks for input will await VM Mod contact.

      I have tried to add BQM chart using link from Thinkbroadband sharing feature and as a copied picture but failed both times can you tell me how i can do this please?

       

  • DA65's avatar
    DA65
    On our wavelength
    6 months ago

    My Network Logs

    Network Log

    Time Priority Description

    29/10/2024 11:06:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 06:25:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 02:35:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 02:35:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 00:37:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/10/2024 15:53:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/10/2024 13:17:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/10/2024 07:27:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    27/10/2024 08:46:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    24/10/2024 01:52:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    24/10/2024 01:37:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    24/10/2024 01:37:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    24/10/2024 01:33:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    23/10/2024 07:49:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    23/10/2024 04:59:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 17:11:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 12:41:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 12:41:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 12:41:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/10/2024 14:55:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    For the sake of completeness you should also post your upstream stats as well. 

  • DA65's avatar
    DA65
    On our wavelength
    6 months ago

    My Upstream data

     

     

    Upstream bonded channels

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

    14960000051512064 qam7
    23660000051512064 qam9
    32360000051512064 qam11
    44310000051512064 qam8
    53010000051512064 qam10



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0010
    4ATDMA0020
    5ATDMA0000
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    US power is right at the  top of the spec, so could be lowered.  The BQM has some packet loss showing with the red "fringing", but very small in fairness.  As for Channel 4, I get the same results with tracert and ping to both C4 servers.  This would suggest the router ignores ICMP requests for security reasons.

    • DA65's avatar
      DA65
      On our wavelength
      6 months ago

      Thanks Adduxi.

      This is BQm today at 12:30. Internet seems to be working ok Router status shows no fault warning since 00:13:10 this morning.

      Does this show that test signal ping is losing packages but other internet packages are getting through?

    • DA65's avatar
      DA65
      On our wavelength
      6 months ago

      Sorry first pic of BCM rejected marked up version attached

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        6 months ago

        Hi DA65 

        Thanks for posting and welcome back to the community. Apologies for any service issues. We'll send you a PM now to assist further.

  • DA65's avatar
    DA65
    On our wavelength
    6 months ago

    Following my earlier post on Tuesday the problems continue and have been particularly frequent over the last two evenings .

    The following BQM outputs show the situation yesterday and today before and following a router restart

    Attached are Router stas after restart

    .

    Downstream bonded channels

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

    1234750000-538256 qam13
    2138750000-138256 qam1
    3146750000-1.538256 qam2
    4154750000-238256 qam3
    5162750000-2.238256 qam4
    6170750000-2.238256 qam5
    7178750000-2.738256 qam6
    8186750000-3.238256 qam7
    9194750000-3.438256 qam8
    10202750000-3.538256 qam9
    11210750000-3.937256 qam10
    12218750000-4.236256 qam11
    13226750000-4.537256 qam12
    14242750000-5.538256 qam14
    15250750000-5.938256 qam15
    16258750000-5.738256 qam16
    17266750000-538256 qam17
    18274750000-538256 qam18
    19282750000-5.238256 qam19
    20290750000-638256 qam20
    21298750000-5.938256 qam21
    22306750000-6.238256 qam22
    23314750000-638256 qam23
    24322750000-6.238256 qam24



    Downstream bonded channels

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

    1Locked38.6280
    2Locked38.9170
    3Locked38.9210
    4Locked38.6140
    5Locked38.6170
    6Locked38.9200
    7Locked38.950
    8Locked38.970
    9Locked38.6180
    10Locked38.6190
    11Locked37.6110
    12Locked36.6220
    13Locked37.6260
    14Locked38.6160
    15Locked38.6120
    16Locked38.6140
    17Locked38.680
    18Locked38.990
    19Locked38.970
    20Locked38.650
    21Locked38.680
    22Locked38.6120
    23Locked38.6130
    24Locked38.6190

    Upstream bonded channels

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

    14960000050.3512064 qam7
    23660000049.8512064 qam9
    32360000050.3512064 qam11
    44310000050512064 qam8
    53010000050512064 qam10



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000



     

    Addix previousy identified issues with low downstream power levels which now seem to be even lower on more channels he also identified high upstream power levels.

    Can VM please look at the data and advise what the issue is and how it  can be resolved.

     

     

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      6 months ago

      Yup upstream power levels look high to me and downstream are also a bit low. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111 / 150.

    • Client62's avatar
      Client62
      Alessandro Volta
      6 months ago

      The BQM indicates there was a total loss of service from 1am to 9am the following day.

      Yet there is not a single word about this in the original post.

      What is the BQM pointing to ?   A generic VPN exit point perhaps ?

      • DA65's avatar
        DA65
        On our wavelength
        6 months ago

        Sorry I did mention in second post that despite BQM showing 100% packet loss internet was working fine but post exceeded word count and this was lost.  BQM points to IP address shown by BQM What is my ip address tool.

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      6 months ago

      … Or the public IP address has changed and the BQM is thus no longer in contact with the hub.

      Is there an attenuator on the back of your hub?  If so, please remove it and keep us informed.  Of course, the coax cable need to be tightly screwed inn at both ends.

      • DA65's avatar
        DA65
        On our wavelength
        6 months ago

        there is what I believe to be an attenuator on the phone line connected to the hub but no other that I am aware of.