Repeated Broadband outages

Question

For several weeks now, I have been experiencing intermittent broadband outages, sometimes several times a day, and often in quick succession, due to my VM Hub 3 spontaneously rebooting itself.&nbsp; I use a TP-Link Deco Mesh system, so the Hub is in modem mode (though I did switch it back to router mode for a while when the outages were becoming regular, but that didn’t help).&nbsp; I set up BQM, though I have only yesterday discovered that I needed to disable the Ignore Ping from WAN setting on my Deco system, which explains the solid red blocks up to that point.&nbsp; I have also installed Net Uptime Monitor, though that obviously only monitors while the PC is powered up, and that shows that I have so far had 7 outages in the last 21 hours, and the Hub is in the process of rebooting as I type.&nbsp; I find this completely unacceptable and extremely disruptive, so if there’s a Techy who can offer some much needed assistance, it would be appreciated.

Adduxi · Answer

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.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also post the share link to your BQM.

Once done we can comment.

RCC49 · Answer

This is the BQM link:-&nbsp;https://www.thinkbroadband.com/broadband/monitoring/quality/share/2f93f46784e7565ad9e0968b098c9ddc8ec32d08-18-07-2024&nbsp;and these are the other details:-Downstream bonded channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID11950000002.540256 qam821790000002.740256 qam631870000002.538256 qam742030000002.240256 qam952110000002.238256 qam106219000000240256 qam1172270000001.738256 qam1282350000001.438256 qam139243000000138256 qam14102510000000.738256 qam15112590000000.438256 qam16122670000000.938256 qam17132750000001.738256 qam18142830000002.540256 qam1915291000000340256 qam2016299000000338256 qam21173070000003.240256 qam22183150000003.540256 qam23193230000003.938256 qam24203310000003.940256 qam2521339000000440256 qam2622347000000440256 qam27233550000004.140256 qam28243630000004.140256 qam29&nbsp;Downstream bonded channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked40.3502Locked40.31803Locked38.92004Locked40.3605Locked38.9506Locked40.3407Locked38.9608Locked38.9509Locked38.912010Locked38.913011Locked38.98012Locked38.61013Locked38.95014Locked40.35015Locked40.35016Locked38.94017Locked40.34018Locked40.35019Locked38.95020Locked40.35021Locked40.36022Locked40.36023Locked40.35024Locked40.940Upstream bonded channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID12360000043.5512064 qam1123660000044.8512064 qam733010000044.3512064 qam844310000045512064 qam654960000045.8512064 qam5&nbsp;Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1ATDMA00002ATDMA00003ATDMA00104ATDMA00005ATDMA000018/07/2024 12:28:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:32:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:31:21criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:21:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:20:42criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:13:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:12:21criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:04:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 11:03:59criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:56:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:55:40criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:47:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:47:6criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:37:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:36:37criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:32:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:30:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 10:15:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 07:28:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2024 07:28:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Adduxi · Answer

Horrendous BQM and far too many T3's and T4's in the log. The power levels look okay strangely?

Looks like noise on the circuit? You will need a VM technician to fix. In the meantime, check all connections are tight, as loose connections can cause noise ingress.

Kath_P · Answer

Hi RCC49,&nbsp;
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with your services. Checking things here, there doesn't appear to be an area faults affecting you. Checking the hub, I can see that there are a few issues and it's not within specifications.&nbsp;
We won't be able to fix this remotely so&nbsp;I would like to arrange&nbsp;for an engineer to come to take a look at this for you.&nbsp;
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,

Kath_P · Answer

Hi RCC49,&nbsp;
Thanks for coming back to via private message to confirm your information. 🤩
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉&nbsp;My VM. Once you log in scroll down to Orders &amp; appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My&nbsp;VM app.&nbsp;If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment
 ➡ The technician discovers that the fault or problem relates to your equipment
 ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
 ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.
Let us know how the appointment goes.&nbsp;😊
Take care.

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	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

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Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	195000000	2.5	40	256 qam	8
2	179000000	2.7	40	256 qam	6
3	187000000	2.5	38	256 qam	7
4	203000000	2.2	40	256 qam	9
5	211000000	2.2	38	256 qam	10
6	219000000	2	40	256 qam	11
7	227000000	1.7	38	256 qam	12
8	235000000	1.4	38	256 qam	13
9	243000000	1	38	256 qam	14
10	251000000	0.7	38	256 qam	15
11	259000000	0.4	38	256 qam	16
12	267000000	0.9	38	256 qam	17
13	275000000	1.7	38	256 qam	18
14	283000000	2.5	40	256 qam	19
15	291000000	3	40	256 qam	20
16	299000000	3	38	256 qam	21
17	307000000	3.2	40	256 qam	22
18	315000000	3.5	40	256 qam	23
19	323000000	3.9	38	256 qam	24
20	331000000	3.9	40	256 qam	25
21	339000000	4	40	256 qam	26
22	347000000	4	40	256 qam	27
23	355000000	4.1	40	256 qam	28
24	363000000	4.1	40	256 qam	29

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	5	0
2	Locked	40.3	18	0
3	Locked	38.9	20	0
4	Locked	40.3	6	0
5	Locked	38.9	5	0
6	Locked	40.3	4	0
7	Locked	38.9	6	0
8	Locked	38.9	5	0
9	Locked	38.9	12	0
10	Locked	38.9	13	0
11	Locked	38.9	8	0
12	Locked	38.6	1	0
13	Locked	38.9	5	0
14	Locked	40.3	5	0
15	Locked	40.3	5	0
16	Locked	38.9	4	0
17	Locked	40.3	4	0
18	Locked	40.3	5	0
19	Locked	38.9	5	0
20	Locked	40.3	5	0
21	Locked	40.3	6	0
22	Locked	40.3	6	0
23	Locked	40.3	5	0
24	Locked	40.9	4	0

18/07/2024 12:28:45	notice	LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:32:14	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:31:21	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:21:26	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:20:42	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:13:5	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:12:21	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:04:44	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 11:03:59	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:56:21	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:55:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:47:59	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:47:6	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:37:11	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:36:37	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:32:21	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:30:48	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 10:15:32	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 07:28:9	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 07:28:5	Warning!	Lost MDD Timeout;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	23600000	43.5	5120	64 qam	11
2	36600000	44.8	5120	64 qam	7
3	30100000	44.3	5120	64 qam	8
4	43100000	45	5120	64 qam	6
5	49600000	45.8	5120	64 qam	5