Forum Discussion

gunionbag's avatar
gunionbag
Joining in
5 months ago

Virgin Hub 5 Keeps Disconnecting

Hi,

We had a Virgin Hub 4 for years, configured in modem only mode and connected via ethernet cable to the primary Google WiFi puck that acts as a router and provides WiFi to the rest of the house. There is an unmanaged Netgear 8 port gigabyte switch connected to the primary Google WiFi puck. The switch is then connected to various devices via ethernet (TV, AVR, PS4, Blu-ray player etc). There is also a Google WiFi puck hardwired to that switch via a 30 meter long ethernet cable to provide WiFi connectivity to the shed at the back of the garden. There are an additional 4 Google WiFi pucks scattered across the house that connect to the primary Google WiFi puck over WiFi.

This has been working perfectly for the past 7 years or so. However about 3-4 months ago (having changed nothing) we started having problems. The WiFi would randomly stop working every day or so, and the only way to get it to work again was to restart the Virgin 4 Hub and then restart the primary Google WiFi puck. Also on a daily basis the ethernet connected Google WiFi puck in the shed would stop working even though the WiFi in the house was working. I have tested the ethernet cables between the Virgin Hub, the main Google WiFi puck, the switch and the Google WiFi puck in the shed with an ethernet cable tester and all are OK. If I remove the switch from the setup and connect the main Google WiFi puck to the Google WiFi puck in the shed directly via an ethernet cable the issue still occurred.

I called Virgin support, they got me to factory reset the Virgin 4 Hub (using the 60 second press of the reset button), put the Virgin 4 Hub back into modem only mode, issue still happened. I called Google WiFi support, they got me to factory reset the entire Google WiFi network and recreate it from scratch, issue still happens. Spoke to Virgin support again and they sent me a Hub 5. 

I set up the Hub 5, waited a few days for all the system updates to run, (just to be safe), then put it into modem only  and connected it to the main Google WiFi puck. It worked for about 2 days then all the same issues started happening again. I factory the entire Google WiFi network and recreated it from scratch. Issue still occurs, actually I think it has gotten worse. Now we are finding all internet connectivity goes down at least once a day.

Not sure what the next course of action should be. I wonder if there is an issue with the cabling from the box on the street into our house? Weird that it has worked perfectly for 7 years and now all of a sudden has stopped working.

I'll post the Downstream, Upstream and Network logs after this post. If anyone has any advice or suggestions on how to resolve this I would be greatly appreciative.

 

Regards,

 

Matt

 

 

  • gunionbag's avatar
    gunionbag
    Joining in
    5 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13060000008.142QAM 25622
    21380000006.942QAM 2561
    31460000006.942QAM 2562
    41540000006.942QAM 2563
    5162000000742QAM 2564
    61700000007.142QAM 2565
    7178000000742QAM 2566
    81860000007.142QAM 2567
    91940000007.442QAM 2568
    102020000007.542QAM 2569
    112100000007.742QAM 25610
    122180000007.842QAM 25611
    132260000007.842QAM 25612
    14234000000842QAM 25613
    152420000007.842QAM 25614
    162500000007.542QAM 25615
    172580000007.942QAM 25616
    18266000000842QAM 25617
    192740000008.142QAM 25618
    202820000008.142QAM 25619
    21290000000842QAM 25620
    222980000007.942QAM 25621
    233140000007.842QAM 25623
    243220000007.741QAM 25624
    253300000007.642QAM 25625
    263380000007.841QAM 25626
    273460000007.942QAM 25627
    283540000007.942QAM 25628
    293620000007.742QAM 25629
    303700000007.842QAM 25630
    31378000000842QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked42140
    2Locked42340
    3Locked42290
    4Locked42270
    5Locked42280
    6Locked42430
    7Locked42580
    8Locked42470
    9Locked42220
    10Locked42160
    11Locked42180
    12Locked42180
    13Locked42130
    14Locked42130
    15Locked42140
    16Locked42140
    17Locked42140
    18Locked42140
    19Locked42160
    20Locked42140
    21Locked42120
    22Locked42140
    23Locked42100
    24Locked41110
    25Locked42120
    26Locked41110
    27Locked42110
    28Locked4290
    29Locked42100
    30Locked42130
    31Locked4290

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked449.813536399813832
    • gunionbag's avatar
      gunionbag
      Joining in
      5 months ago

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000465120QAM 641
      143100000465120QAM 642
      23660000046.35120QAM 643
      330100000465120QAM 644
      42360000045.85120QAM 649

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      1010.441.02KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      10OFDMA2087400000000
      • gunionbag's avatar
        gunionbag
        Joining in
        5 months ago

        Network Log

        Time Priority Description
        01-10-2024 13:14:19noticeGUI Login Status - Login Success from LAN interface
        28-09-2024 17:33:14noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 17:28:11noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:59:15noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:59:07noticeREGISTRATION COMPLETE - Waiting for Operational status
        28-09-2024 13:59:03noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:59:03warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:58:56noticeDS 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;
        28-09-2024 13:58:53noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:58:51warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:58:49noticeHonoring MDD; IP provisioning mode = IPv4
        28-09-2024 13:58:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:58:24criticalCable Modem Reboot because of - Erouter Mode Change
        28-09-2024 13:29:37criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:29:36criticalCable Modem Reboot because of - Reboot Timezone Change
        28-09-2024 13:26:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:26:25criticalCable Modem Reboot because of - pin-reset
        28-09-2024 13:26:23criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        28-09-2024 13:26:22criticalCable Modem Reboot because of - pin-reset
    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      4 months ago

      On the 3.1 Downstream channel  the power level and Uncorrectable errors are looking less than ideal. Power off the hub, check that all cable connections to the wall socket are tight and reboot. Repost your stats and network log after a day so we can see how fast the Uncorrectable errors build up.

      • gunionbag's avatar
        gunionbag
        Joining in
        4 months ago

        Thanks for the advice Alessandro. I have powered off the Virgin hub and rebooted it, I'll post the logs here tomorrow.

        You say "On the 3.1 Downstream channel  the power level and Uncorrectable errors are looking less than ideal." For my own learning, what values/ranges should those levels normally be within, and when they are not what effect does it have on the Virgin hub?

        Also, is it worth switching the Virgin hub from modem mode to router mode for a couple of days, just so I can set up a BQM to test connectivity?

  • simoncw's avatar
    simoncw
    Joining in
    4 months ago

    This sounds very very familiar to what I am experiencing, with a Hub 5 and Google Home. I am trying resetting the Hub 5 only once I finish work today and using that for 24 hours to see what data/response I get back.

    • gunionbag's avatar
      gunionbag
      Joining in
      4 months ago

      Out of curiosity did you recently get a Hub 5 and the issue only started happening since you got the Hub 5, or was the issue happening previously and if so for how long?

    • gunionbag's avatar
      gunionbag
      Joining in
      4 months ago

      But I thought if the Hub 5 acts as the router (and provides the WiFi signal to the house), then you get double NAT issues if you also use the Google WiFi, as both devices are trying to act as a router. I didn't think the Google WiFi could be put into just AP mode.

      When you say "get a real router", where would that hardware fit into the setup? Doesn't the Virgin HUB have to provide the routing capabilities, unless it is in modem mode in which case the routing functionality is handed off to the 3rd party router, in my case the Google WiFi?

    • gunionbag's avatar
      gunionbag
      Joining in
      4 months ago

      Thank Alessandro. As one of the many people who post to these forums out of despair, due to a lack of  a knowledgeable response from Virgin tech support, I think the challenge will now be trying to convince someone from tech support that an actual problem exists and they need to send someone out to try and resolve the problem. The other challenge is hoping that if they do send someone out to look at the problem, that person has the knowledge/technical skills to troubleshoot and resolve the issue. As opposed to just replacing the hub or factory resetting it, which to be fair can work in a lot of instances, but as we know not all instances.

      • John_GS's avatar
        John_GS
        Forum Team
        4 months ago

        Hi gunionbag 

        Thanks for posting and welcome to the community. Apologies for the broadband issues. I'll send you a PM now to assist further.