Loss of connection every 45 minutes all devices and connection types

Can you check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try 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.

Then....

Can you follow this procedure.

_______________________

First Switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, 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, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch it on again and leave for an hour or so.

Then, Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. 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

Check the BQM again - check the correct ip address is showing in its settings - or it will be a wall of red.

No wonder the BQM looks dreadful, the IP does not respond to a WAN ping.

> ping 86.21.128.121

Pinging 86.21.128.121 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 86.21.128.121:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

For context, on top of the results below, I've also had all equipment changed, all cables replaced, inside and outside sockets and connectors changed, drop cable to the property checked and exchange ports changed. Networks team also run a 7 day pol(?) on the line and could detect the drop outs but not the cause, an area maintenance appeared on my account for the NR31 area on the 16th October which has since passed and cleared, but did not fix the issue. They have all since gone quiet and I've not heard anything else.

The ping fails inline with the line dropping (it's down more than up) last time I ran the ping for 24 hours with an 88% loss over that duration.

Router Page Data:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138000000 4.9 41 QAM 256 1
2 154000000 5.1 41 QAM 256 3
3 162000000 5.1 41 QAM 256 4
4 170000000 5.1 41 QAM 256 5
5 178000000 5.1 41 QAM 256 6
6 186000000 5.3 41 QAM 256 7
7 194000000 5.5 42 QAM 256 8
8 202000000 5.4 42 QAM 256 9
9 210000000 5.6 42 QAM 256 10
10 218000000 5.6 42 QAM 256 11
11 226000000 5.7 42 QAM 256 12
12 234000000 5.7 42 QAM 256 13
13 242000000 5.8 42 QAM 256 14
14 250000000 5.8 42 QAM 256 15
15 258000000 5.9 42 QAM 256 16
16 266000000 6 42 QAM 256 17
17 274000000 6.1 42 QAM 256 18
18 282000000 6.2 42 QAM 256 19
19 290000000 6.3 42 QAM 256 20
20 298000000 6.4 42 QAM 256 21
21 306000000 6.3 42 QAM 256 22
22 314000000 6.3 42 QAM 256 23
23 322000000 6.2 42 QAM 256 24
24 330000000 6.2 42 QAM 256 25
25 338000000 6.1 42 QAM 256 26
26 346000000 6.2 42 QAM 256 27
27 354000000 6.3 42 QAM 256 28
28 362000000 6.5 42 QAM 256 29
29 370000000 6.6 42 QAM 256 30
30 378000000 6.7 42 QAM 256 31
31 386000000 6.6 42 QAM 256 32
3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 41 0 0
2 Locked 41 0 0
3 Locked 41 0 0
4 Locked 41 0 0
5 Locked 41 0 0
6 Locked 41 0 0
7 Locked 42 0 0
8 Locked 42 0 0
9 Locked 42 0 0
10 Locked 42 0 0
11 Locked 42 0 0
12 Locked 42 0 0
13 Locked 42 0 0
14 Locked 42 0 0
15 Locked 42 0 0
16 Locked 42 0 0
17 Locked 42 0 0
18 Locked 42 0 0
19 Locked 42 0 0
20 Locked 42 0 0
21 Locked 42 0 0
22 Locked 42 0 0
23 Locked 42 0 0
24 Locked 42 0 0
25 Locked 42 0 0
26 Locked 42 0 0
27 Locked 42 0 0
28 Locked 42 0 0
29 Locked 42 0 0
30 Locked 42 0 0
31 Locked 42 0 0
3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 92 4K 1800 QAM 4096 1128
3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33 Locked 43 6.6 12441034 0

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 47.3 5120 QAM 64 1
1 43100000 47 5120 QAM 64 2
2 36600000 47 5120 QAM 64 3
3 30100000 47 5120 QAM 64 4
4 23600000 46.8 5120 QAM 64 9
3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 0 1 0
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
10 10.4 42.2 2K QAM 256
3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
10 OFDMA 208 74000000 0 0

Network Log

Time Priority Description
22-10-2024 16:58:42 notice REGISTRATION COMPLETE - Waiting for Operational status
22-10-2024 16:58:37 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2024 16:58:30 notice DS 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;
22-10-2024 16:58:27 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2024 16:58:24 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2024 16:58:22 notice Honoring MDD; IP provisioning mode = IPv4
22-10-2024 16:58:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2024 16:58:13 critical Cable Modem Reboot because of - Reboot UI
22-10-2024 16:58:13 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-10-2024 17:29:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-10-2024 17:29:06 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-10-2024 17:28:59 critical Cable Modem Reboot because of - HW or Power-On Reset
21-10-2024 17:28:59 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-10-2024 09:22:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-10-2024 09:22:44 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-10-2024 09:22:44 critical Cable Modem Reboot because of - Reboot UI
20-10-2024 08:01:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-10-2024 08:01:09 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-10-2024 08:01:08 critical Cable Modem Reboot because of - Reboot UI
19-10-2024 16:27:03 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 16:26:58 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 16:26:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 16:26:44 critical Cable Modem Reboot because of - Reboot UI
19-10-2024 16:26:44 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 13:57:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 13:57:22 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-10-2024 13:57:21 critical Cable Modem Reboot because of - Reboot UI
18-10-2024 21:15:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-10-2024 21:15:09 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-10-2024 21:15:08 critical Cable Modem Reboot because of - Reboot UI
18-10-2024 20:49:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-10-2024 20:49:37 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

The only other bit of info to add is the T3 timeouts usually say 1, on one of the channels not always the same one.

There are a lot of reboots showing in the log?  Are these failures or do you reboot often? It's hard to gather information from the logs and error  logs if the Hub is constantly rebooting, as this will clear the errors.

Have you tried the Hub in a different power socket, or even a different PSU?  Just thinking it could be power related?

After all the equipment changes do re-check the Public IP :

https://whatismyipaddress.com/

I'm in modem mode again now, current IP is: 

The reboots are manual attempts at trying to get the line to go back to being online again, not caused by power outages (the last engineer visited a few days back they did replace the power supply just in case)

Just note that VM will do no troubleshooting whilst you are in modem mode.  They will insist you have your Hub in Router mode. But maybe you are aware of this already ......

In Modem mode it is your 3rd Party Router that must respond to WAN pings from BQM or your computer etc.
The 3rd party router's firewall must be configured to accept / respond to the WAN pings.  The BQM needs to point to the current Public IP.

Managed to get the ping to record a packet this time:

Pinging 86.21.128.121 with 32 bytes of data:
Reply from 86.21.128.121: bytes=32 time=206ms TTL=54
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 86.21.128.121:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 206ms, Maximum = 206ms, Average = 206ms

it's been horrific overall for weeks 😞