Hi everyone, hoping someone maybe able to help or can give some tips. I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)I have setup BQM and copied logs from the virgin hub/modem which are both shown below.It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?Thanks in advance for any help TimePriorityDescription01/10/2024 15:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/10/2024 15:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

There is the problem, the PostRS errors on a good circuit should be zero. Looks like noise ingress on the circuit, or a fault in the cabinet. All you can do is check all the connections are at least "finger" tight from the outside to the Hub. It will take a VM tech to sort that problem out.BTW, PostRS errors are data packets that need to be re-transmitted due to corruption, so not a good thing !

There have been similar issues over the years caused by equipment onnected to the Hub on ethernet cable - so worth doing this....._______________________________There is another possibility, there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables, NAS Drives and faulty network switches being high on the list of culprits.What I advised was... if you run the BQM for 24h to get a picture of the issues (you have already done this) - and then just unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in - one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues.Start by changing to new good quality ethernet cables, minimum of Cat6a spec. and swapping old switches.Examples.See message 21 in the first thread, 13 in the second and 5 in the third and 5 in the 4thhttps://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/page/3https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2https://community.virginmedia.com/t5/Speed/Issues-in-GU22-area/m-p/5400109#M307543https://community.virginmedia.com/t5/Networking-and-WiFi/BB250-Connection-dropping-frequently/m-p/5451242#M570038The Full cure steps.. known issues/wifi or ethernet + post up stats + BQM - See my reply in this threadhttps://community.virginmedia.com/t5/Networking-and-WiFi/Hub-5-no-internet-connection/td-p/5484449The ‘Block fragmented IP packets’ box in Firewall settings cured the Hub5 drop outsSee message 10https://community.virginmedia.com/t5/QuickStart-set-up-and/Hub-5-broadband-dropping-regularly/td-p/5264628

Any VM tech worth their salt will know what noise ingress is. Have the BQM to hand, and note the PostRS errors. It may be difficult to fix, e.g. fault in the cabinet, cable faulty and needs a repull etc. Some of these errors are outside the scope of the visiting tech, and may need 2nd line network techs to analyse and fix. Good Luck 🙂

Ahhhh the dreaded ATOM !See message 8 in here from Sephiroth … and lots of other threads on here discuss this in the pasthttps://community.virginmedia.com/t5/Networking-and-WiFi/NOTICE-ATOM-is-restarted-due-to-Kernel-oops-panic-as-part-of/td-p/5268266Push the Tech to swap it out for the Hub5 !

Second engineer has just finished. Darryl was great and replaced everything between the brown box outside to the hub inside (I had an old install apparently which he has switched out to the new style so now the fibre cable itself comes inside the house and it is then converted into coax). Only been 15 minutes or so but so far 0 errors showing in the hub log which looks promising. Will post stats and BQM later today to see if finally resolved! Thanks all for your comments and help so far.

bammers81

On our wavelength

4 months ago

Internet freezes/lags and hub loses connection

Hi everyone, hoping someone maybe able to help or can give some tips.

I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)

I have setup BQM and copied logs from the virgin hub/modem which are both shown below.
It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?

Thanks in advance for any help

Time	Priority	Description
01/10/2024 15:51	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	notice	LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

Adduxi
Very Insightful Person
4 months ago
Terrible BQM !! You need to post your power levels and Pre and PostRS errors.
It could also be a SNR fault in the area? Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
- bammers81
  On our wavelength
  4 months ago
  Thanks Adduxi - nothing on the area faults helpline. Have added power levels and errors report as reply to my original post

bammers81

On our wavelength

4 months ago

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	1.2	37	256 qam	1
2	146750000	0.9	37	256 qam	2
3	154750000	0.9	37	256 qam	3
4	162750000	0.7	37	256 qam	4
5	170750000	1	37	256 qam	5
6	178750000	0.9	36	256 qam	6
7	250750000	-0.5	35	256 qam	15
8	258750000	-0.7	35	256 qam	16
9	266750000	-1	36	256 qam	17
10	274750000	-1.2	36	256 qam	18
11	282750000	-1.5	36	256 qam	19
12	290750000	-1.9	36	256 qam	20
13	298750000	-2	36	256 qam	21
14	306750000	-2	36	256 qam	22
15	314750000	-1.9	35	256 qam	23
16	322750000	-1.7	35	256 qam	24
17	330750000	-1.7	37	256 qam	25
18	338750000	-1.7	37	256 qam	26
19	346750000	-1.7	37	256 qam	27
20	354750000	-1.7	37	256 qam	28
21	362750000	-1.5	37	256 qam	29
22	370750000	-1.7	37	256 qam	30
23	378750000	-1.7	37	256 qam	31
24	386750000	-1.7	37	256 qam	32

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	135793	983565
2	Locked	37.6	130500	1007993
3	Locked	37.6	131874	1010608
4	Locked	37.3	139962	1001622
5	Locked	37.3	144193	995474
6	Locked	36.3	165210	979362
7	Locked	35.7	222936	973393
8	Locked	35.7	211810	976816
9	Locked	36.3	204591	983240
10	Locked	36.6	191951	989534
11	Locked	36.6	195468	986122
12	Locked	36.3	203749	984272
13	Locked	36.3	220184	972145
14	Locked	36.3	194945	986624
15	Locked	35.7	225582	975354
16	Locked	35.7	239312	978631
17	Locked	37.3	173006	981545
18	Locked	37.3	178104	963168
19	Locked	37.3	175088	960027
20	Locked	37.3	179246	963772
21	Locked	37.3	180973	956864
22	Locked	37.3	183227	960264
23	Locked	37.3	196283	952050
24	Locked	37.3	189429	955225

Adduxi
Very Insightful Person
4 months ago
There is the problem, the PostRS errors on a good circuit should be zero. Looks like noise ingress on the circuit, or a fault in the cabinet. All you can do is check all the connections are at least "finger" tight from the outside to the Hub. It will take a VM tech to sort that problem out.
BTW, PostRS errors are data packets that need to be re-transmitted due to corruption, so not a good thing !
- bammers81
  On our wavelength
  4 months ago
  Thank you - have checked and rechecked all the connections, nothing loose or looking out of place, none of it has been disturbed or touched for sometime as far as I know. Will try and get VM to come out, spent most of the day yesterday and today trying to sort it out on their chat function which was painful 😴
andy1027
Up to speed
4 months ago
Did you get sorted?
- bammers81
  On our wavelength
  4 months ago
  Not yet, BQM still looks super colourful and Pre/Post RS errors on the hub are going up thousands every hour 😅 but VM have arranged an engineer for tomorrow morning to diagnose / hopefully fix.

bammers81

On our wavelength

4 months ago

Nice/knowledgeable engineer visited this morning, he has changed the hub and a connector on the cable but not sure if it has helped yet. Will monitor the BQM and see what happens during the day but already seeing lots of RS errors and hasn't even been on an hour yet...

Downstream bonded channels

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

1	330750000	-4.5	37	256 qam	25
2	138750000	-1.5	37	256 qam	1
3	146750000	-2	37	256 qam	2
4	154750000	-2	37	256 qam	3
5	162750000	-2.2	37	256 qam	4
6	170750000	-2	37	256 qam	5
7	178750000	-2	36	256 qam	6
8	186750000	-2	36	256 qam	7
9	194750000	-2.2	36	256 qam	8
10	266750000	-3.7	36	256 qam	17
11	274750000	-4	36	256 qam	18
12	282750000	-4.4	36	256 qam	19
13	290750000	-4.7	36	256 qam	20
14	298750000	-4.9	36	256 qam	21
15	306750000	-4.9	36	256 qam	22
16	314750000	-4.7	35	256 qam	23
17	322750000	-4.5	35	256 qam	24
18	338750000	-4.5	37	256 qam	26
19	346750000	-4.5	37	256 qam	27
20	354750000	-4.4	37	256 qam	28
21	362750000	-4.5	37	256 qam	29
22	370750000	-4.5	37	256 qam	30
23	378750000	-4.5	36	256 qam	31
24	386750000	-4.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	3855	28185
2	Locked	37.6	3178	29450
3	Locked	37.3	3076	29666
4	Locked	37.6	3291	28278
5	Locked	37.6	3128	30061
6	Locked	37.3	3372	28586
7	Locked	36.3	3500	28010
8	Locked	36.3	3417	28675
9	Locked	36.3	3498	28619
10	Locked	36.6	3578	29006
11	Locked	36.6	3638	27275
12	Locked	36.6	3716	29178
13	Locked	36.3	3845	28447
14	Locked	36.3	3989	27758
15	Locked	36.3	3756	28096
16	Locked	35.7	3833	29589
17	Locked	35.7	3973	28927
18	Locked	37.3	3671	27492
19	Locked	37.3	3803	27099
20	Locked	37.3	3805	27181
21	Locked	37.6	3764	27125
22	Locked	37.6	3847	27762
23	Locked	36.6	3878	27495
24	Locked	37.3	3709	27374

fizz
Fibre optic
4 months ago
the engineer left a hub with those stats.. shocking..
Adduxi
Very Insightful Person
4 months ago
Apart from lowering the power levels, not much has changed? Those PostRS errors are still bad !
bammers81
On our wavelength
4 months ago
And BQM still looks the same (new hub/part fitted at 11AM)
- jbrennand
  Very Insightful Person
  4 months ago
  There have been similar issues over the years caused by equipment onnected to the Hub on ethernet cable - so worth doing this.....
  _______________________________
  There is another possibility, there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables, NAS Drives and faulty network switches being high on the list of culprits.
  What I advised was... if you run the BQM for 24h to get a picture of the issues (you have already done this) - and then just unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in - one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues.
  Start by changing to new good quality ethernet cables, minimum of Cat6a spec. and swapping old switches.
  
  Examples.
  See message 21 in the first thread, 13 in the second and 5 in the third and 5 in the 4th
  https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/page/3
  https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2
  https://community.virginmedia.com/t5/Speed/Issues-in-GU22-area/m-p/5400109#M307543
  https://community.virginmedia.com/t5/Networking-and-WiFi/BB250-Connection-dropping-frequently/m-p/5451242#M570038
  The Full cure steps.. known issues/wifi or ethernet + post up stats + BQM - See my reply in this thread
  https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-5-no-internet-connection/td-p/5484449
  
  The ‘Block fragmented IP packets’ box in Firewall settings cured the Hub5 drop outs
  See message 10
  https://community.virginmedia.com/t5/QuickStart-set-up-and/Hub-5-broadband-dropping-regularly/td-p/5264628
  - bammers81
    On our wavelength
    4 months ago
    Thanks John - will give that a try tonight. The hub is still clocking up thousands of pre / post RS errors every hour - could that also be caused by something on the internal network?

bammers81

On our wavelength

4 months ago

Reset the modem at 7pm last night and had nothing connected overnight / so no wireless or wifi connected devices at all and unfortunately made no difference. BQM looks the same and still large amounts of RS errors over the 12 or so hours even though there was no internet traffic.

Pre RS Errors	Post RS Errors
85510	583276
85943	584449
86608	579783
86027	590152
90343	570911
90632	578771
95136	568856
93054	567819
92162	559086
89362	562590
89488	552483
92033	559455
92573	558733
96038	559001
101255	557096
99219	561927
97657	571232
98231	564463
98545	567886
99006	570744
102275	564414
99964	563656
103924	562673
108732	550343

Carley_S
Forum Team
4 months ago
Hi bammers81

Welcome to the community forums

Sorry to hear of your service issues. We've not been able to locate you on the systems on our side.

Do you still have your router running in modem mode? If so, could please place this into router mode and we can look to investigate this further for you?
- bammers81
  On our wavelength
  4 months ago
  Hi Carley,
  My forum email is the same as the one for my VM account if that helps find me?
  I have an engineer coming out again on Monday morning, it's back in modem mode now as it is works enough of the time to keep the kids happy and I haven't got the time to reconfigure my home network

bammers81
On our wavelength
4 months ago
Just for info - the hub just did it's complete crash thing again (see BQM below). Just sits with the phone icon flashing red and is unresponsive to any device, only option is to turn it off and then back on which clears it. I did spot a different error message in the logs, which may have been related to the crash, so posting below in case helpful to others.
NB Also noticed since the crash that the pre RS errors are now climbing at a much quicker rate and seems to be a slower pace to the post RS errors (still thousands on both within minutes)

06/10/2024 11:39 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
- jbrennand
  Very Insightful Person
  4 months ago
  Ahhhh the dreaded ATOM !
  See message 8 in here from Sephiroth … and lots of other threads on here discuss this in the past
  https://community.virginmedia.com/t5/Networking-and-WiFi/NOTICE-ATOM-is-restarted-due-to-Kernel-oops-panic-as-part-of/td-p/5268266
  Push the Tech to swap it out for the Hub5 !

Forum Discussion

Internet freezes/lags and hub loses connection

Downstream bonded channels

Downstream bonded channels

Related Content

Internet Connection Drops

Wifi connected but no internet

Virgin Media Hub 3 in modem mode - second internet connection?

Intermittent internet connection

intermittent internet connection on WIFI and ethernet connections