Forum Discussion

PhilC's avatar
PhilC
Dialled in
7 months ago

Service drops multiple times a day across Wi-Fi and ethernet connections

Over the last week, I have been having major issues on maintaining a stable connection to the net, I have multiple devices connected via Wi-Fi and they drop many times during the day, even devices which are located and used right next to my Hub 4.

I am also noticing connection drops on devices which are connected via Ethernet, from both being directly connected to the hub 4, and also via a Gigabit switches

We had a major service outage around a month ago, where it was down for 2 days, came back up, then when down again for a day, and was finally stable, but since then I have noticed more drops over Wi-Fi and now across ethernet connections

I have run checks on the connection, via the hub 4 interface, which says everything is working, but I have had 5 disconnections from Wi-Fi this morning and 3 from a PC directly connected to the Hub by ethernet. I have taken these devices to another location and they connect and work fine, so there seems to be an issue with my connection

I have tried to use the support/help via the My Virgin media, but the online element doesn't work, and the phone queue, I am in a long line, any ideas on how I can get this resolved, as I am paying a fortune for a service, which is not consistently working everyday now. Is the Hub on its way out?

26 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    7 months ago

    can you do this...

    _______________

    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

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • PhilC's avatar
    PhilC
    Dialled in
    7 months ago

    3.0 Downstream channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    9 203000000 5.300003 40.366287 QAM256 9
    1 139000000 6.500000 40.366287 QAM256 1
    2 147000000 6.400002 40.366287 QAM256 2
    3 155000000 6.199997 40.366287 QAM256 3
    4 163000000 5.699997 40.366287 QAM256 4
    5 171000000 5.300003 40.366287 QAM256 5
    6 179000000 5.300003 40.366287 QAM256 6
    7 187000000 5.500000 40.366287 QAM256 7
    8 195000000 5.300003 40.366287 QAM256 8
    10 211000000 5.300003 40.366287 QAM256 10
    11 219000000 5.099998 40.366287 QAM256 11
    12 227000000 4.599998 38.983261 QAM256 12
    13 235000000 4.300003 38.605377 QAM256 13
    14 243000000 5.099998 38.983261 QAM256 14
    16 259000000 5.300003 38.983261 QAM256 16
    17 267000000 5.400002 38.983261 QAM256 17
    21 299000000 4.699997 40.366287 QAM256 21
    24 323000000 3.900002 38.983261 QAM256 24
    25 331000000 4.000000 38.983261 QAM256 25
    28 355000000 4.099998 38.983261 QAM256 28
    29 363000000 4.000000 38.605377 QAM256 29
    30 371000000 3.799999 38.983261 QAM256 30
    31 379000000 3.700001 38.983261 QAM256 31
    32 387000000 3.799999 38.983261 QAM256 32
    33 395000000 4.099998 38.983261 QAM256 33
    34 403000000 4.199997 38.983261 QAM256 34
    35 411000000 4.000000 38.983261 QAM256 35
    36 419000000 4.199997 38.605377 QAM256 36
    37 523000000 4.400002 38.983261 QAM256 37
    38 531000000 4.400002 38.983261 QAM256 38
    39 539000000 4.199997 38.983261 QAM256 39
    40 547000000 4.099998 38.983261 QAM256 40


    3.0 Downstream channels
    Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
    9 Locked 40.366287 0 0
    1 Locked 40.366287 0 0
    2 Locked 40.366287 0 0
    3 Locked 40.366287 0 0
    4 Locked 40.366287 0 0
    5 Locked 40.366287 0 0
    6 Locked 40.366287 0 0
    7 Locked 40.366287 0 0
    8 Locked 40.366287 0 0
    10 Locked 40.366287 0 0
    11 Locked 40.366287 0 0
    12 Locked 38.983261 0 0
    13 Locked 38.605377 0 0
    14 Locked 38.983261 0 0
    16 Locked 38.983261 0 0
    17 Locked 38.983261 0 0
    21 Locked 40.366287 0 0
    24 Locked 38.983261 0 0
    25 Locked 38.983261 0 0
    28 Locked 38.983261 0 0
    29 Locked 38.605377 0 0
    30 Locked 38.983261 0 0
    31 Locked 38.983261 0 0
    32 Locked 38.983261 0 0
    33 Locked 38.983261 0 0
    34 Locked 38.983261 0 0
    35 Locked 38.983261 0 0
    36 Locked 38.605377 0 0
    37 Locked 38.983261 0 0
    38 Locked 38.983261 0 0
    39 Locked 38.983261 0 0
    40 Locked 38.983261 0 0


    3.1 Downstream channels
    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159 96 4K 1840 QAM4096 424


    3.1 Downstream channels
    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    159 Locked 42 5.8 3042695816 103

  • PhilC's avatar
    PhilC
    Dialled in
    7 months ago

    3.0 Upstream channels
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    1 49600000 43.020599 5120 KSym/sec 64QAM 1
    2 23600000 40.520599 5120 KSym/sec 64QAM 5
    3 30100000 41.020599 5120 KSym/sec 64QAM 4
    4 36600000 42.020599 5120 KSym/sec 64QAM 3
    5 43100000 42.520599 5120 KSym/sec 64QAM 2


    3.0 Upstream channels
    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1 US_TYPE_ATDMA 0 0 0 0
    2 US_TYPE_ATDMA 0 0 0 0
    3 US_TYPE_ATDMA 0 0 0 0
    4 US_TYPE_ATDMA 0 0 0 0
    5 US_TYPE_ATDMA 0 0 0 0


    3.1 Upstream channels
    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    6 10.0 45.5 2K QAM128


    3.1 Upstream channels
    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6 OFDMA 200 53.9 0 0

    • PhilC's avatar
      PhilC
      Dialled in
      7 months ago

      Network Log
      Time Priority Description
      Thu Nov
      6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Nov
      4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Nov
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Nov
      6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Nov
      5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Jan
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Mon Nov
      6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Nov
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Nov
      6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Nov
      4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Nov
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Nov
      6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Nov
      5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Nov
      6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Nov
      5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Jan
      3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      31 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Oct
      30 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Oct
      30 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Wed Oct
      30 3 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=3.1;
      Tue Oct
      29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Oct
      29 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Oct
      29 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Tue Oct
      29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Oct
      27 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sun Oct
      27 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 6 CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Sat Oct
      26 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Oct
      25 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Oct
      25 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Oct
      25 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Fri Oct
      25 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      Thu Oct
      24 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

  • PhilC's avatar
    PhilC
    Dialled in
    7 months ago

    Thanks John, hopefully someone can read those and let me know if there is an issue, as its really frustrating having multiple intermittent connection issues, when WFH and presenting

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      7 months ago

      Power levels look ok to me - also errors all fine - not sure about Down 3.1 channel as some ubcorrectables  there - someone else needs to comment on that and the logs

      Also... lets see the BQM -it will be informative

  • PhilC's avatar
    PhilC
    Dialled in
    6 months ago

    Its currently generating, will post it, when it has a couple of hours

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

      If thats the BQM... you have left your ip address showing so its been "rejected".

      Either post the link as it says above or blank it out and post again

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

      good looking BQM there.  No evidence of any disconnection from the network (vertical red line) over that period - were there any ethernet connected devices that dropped out ?  If so it may be faulty ethernet ports

      • PhilC's avatar
        PhilC
        Dialled in
        6 months ago

        Not today, been all OK. I already replaced onboard ethernet connections with new gigabit NIC cards the week it started happening, in case the issue was onboard ethernet issues, along with 2 new gigabit switches, but it seems stable this weekend, hopefully it was just gremlins on the line, and its resolved itself.

        I will know more next week, when we are all back WFH, and see how the connections behave, thanks for the help and fingers crossed

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    suggest you get a better router with 1Gb ports and use hub in modem mode