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sterner's avatar
sterner
Tuning in
2 months ago

Micro Internet Outages Every Few Hours

Hi all, 

All help greatly appreciated.

Setup : Smart Hub 5 (modem mode)

Issue : Every few hours my internet drops for approx 20-30seconds and then recovers. 

Observations :

  • There is a lot of US profile assignment change logs. I think this are related to the times when my internet drops.

"US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC="

  • Seen a couple of these in the current log. Nowhere near as prevalent 

"DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC="

  • Various errors logged (see screenshots below)

What's changed?

  • Have been running the Smart Hub 5 in router mode recently. Don't remember observing this initially but not 100% ruling it out. However, based on the Smart Hub logs it feels this is Smart HUB to Virgin infrastructure issues instead of it being my router plugged into Port 1 of the Smart HUB

  • My next door neighbours recently has had Virgin Media broadband installed. Again I did not notice this initially so think again this is not related.



System status : [Seems to be a lot of  errors being logged such as]

 



Adding upstream stats for reference 

And overall status 



Thanks in advance for any help or guidance

Error
Network

8 Replies

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  • sterner's avatar
    sterner
    Tuning in
    2 months ago

    Forgot to mention, the router plugged into the Smart Hubs Port 1 is a 

    GL-MT6000

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

       

      Set up a free BQM and post a live link here.  It will plot a record of your connection to show any dropouts.

      https://www.thinkbroadband.com/broadband/monitoring/quality

  • carl_pearce's avatar
    carl_pearce
    Superstar
    2 months ago

    Far too many Pre RS errors on some channels, as well as channel 25 not looking too happy on RxMER (dB) (SNR).

    Looks like some interference is causing profile changes.

    Check for local faults:

    https://www.virginmedia.com/help/check/status

  • sterner's avatar
    sterner
    Tuning in
    2 months ago

    Thank you both. I spoke to first line support, and we have factory reset the smart hub. I am seeing within 30mins of this over 400,000 Dwonstream Corrected Errors (Active Profile).  I have assumed both up and downstream errors represent the Virgin Media <-> Smart Hub legs? Can I rule out LAN host issues?

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

    Yes, nothing about the LAN. There is “noise” on your VM circuit and this will cause the PostRS errors.  You can ignore the 3.1 Corrected errors. It’s the uncorrected errors that are a problem.   VM will need to identify the fault and fix it.

    • sterner's avatar
      sterner
      Tuning in
      2 months ago

      Thank you, Adduxi. For my clarity and further learning, could you elaborate on the statement, "You can ignore the 3.1 Corrected errors"? I understand that all hardware will inevitably experience some background errors, which are corrected by the hardware or software within the networking stack. However, isn't there a threshold at which an increase in these errors warrants further investigation?   - Just as a FYI. I have now clocked 70 million corrected errors in approx 1 hr

      • sterner's avatar
        sterner
        Tuning in
        2 months ago

        With that said, I will focus on the other metric as suggested.

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

    My DS 3.1 corrected errors with 72 day uptime are currently 580,162,731  so that's a lot.  Does it impact the broadband?  Not that I can tell, and my BQM is excellent.  My PostRS errors on the DS 3.0 channels are zero.  I don't think I can ask for a better circuit.  The Hub 5 has always reported stupidly big numbers for that field as far as I can remember.

    I would only be concerned if the PostRS errors on the DS 3.0 channels started to rise.