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no1ally's avatar
no1ally
Joining in
11 months ago

Wifi dropping out nearly everyday, needs a restart

Hi,

I have a Virgin Hub 5 in modem mode, with Google wifi - the main Google puck is plugged in to the Virgin Hub, the Google puck is also plugged in to a netgear switch, other google wifi's are wired directly to the switch.

We have a lot of internet drop outs / slow downs, restarting seems to restore service.

Looking through the logs of the router I see a T2 and T3 errors, and could I have seen T4 errors as well?

Could anyone look through the logs and suggest what could be going wrong?

Help is appreciated.

 

Time Priority Description
09-03-2024 17:51:43noticeCM-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;
09-03-2024 17:49:55noticeCM-STATUS message sent. Event Type Code: 16; 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;
09-03-2024 17:23:54noticeCM-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;
09-03-2024 17:21:59noticeCM-STATUS message sent. Event Type Code: 16; 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;
09-03-2024 15:19:23noticeCM-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;
09-03-2024 15:17:07noticeCM-STATUS message sent. Event Type Code: 16; 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;
09-03-2024 15:15:50noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:50warningDBC-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;
09-03-2024 15:15:47warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:47criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:47noticeREGISTRATION COMPLETE - Waiting for Operational status
09-03-2024 15:15:37warningDynamic Range Window violation
09-03-2024 15:15:37warningRNG-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;
09-03-2024 15:15:37warningRNG-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;
09-03-2024 15:15:37warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37warningDynamic Range Window violation
09-03-2024 15:15:37warningDynamic Range Window violation
09-03-2024 15:15:37warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37warningDynamic Range Window violation
09-03-2024 15:15:37warningRNG-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;
09-03-2024 15:15:31noticeDS 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;
09-03-2024 15:15:28noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:26warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:24noticeHonoring MDD; IP provisioning mode = IPv4
09-03-2024 15:15:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:12criticalCable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:39:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 12:39:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 12:39:07criticalCable Modem Reboot because of - HW or Power-On Reset
06-03-2024 18:46:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 18:46:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 18:46:39criticalCable Modem Reboot because of - HW or Power-On Reset
  • no1ally's avatar
    no1ally
    Joining in
    11 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000003.640QAM 25625
    21390000003.538QAM 2561
    31470000003.338QAM 2562
    41550000003.538QAM 2563
    51630000002.739QAM 2564
    61710000002.839QAM 2565
    71790000003.339QAM 2566
    81870000003.139QAM 2567
    9195000000339QAM 2568
    102030000002.639QAM 2569
    112110000002.739QAM 25610
    122190000002.639QAM 25611
    132270000002.539QAM 25612
    142350000002.539QAM 25613
    152430000002.239QAM 25614
    162510000001.839QAM 25615
    172590000001.939QAM 25616
    182670000002.139QAM 25617
    192750000002.440QAM 25618
    20283000000340QAM 25619
    212910000003.240QAM 25620
    222990000003.740QAM 25621
    233070000004.440QAM 25622
    243150000004.240QAM 25623
    253230000003.840QAM 25624
    26339000000441QAM 25626
    273470000003.941QAM 25627
    283550000003.741QAM 25628
    293630000003.941QAM 25629
    303710000003.841QAM 25630
    313790000003.841QAM 25631
    323870000003.741QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked40100
    2Locked38602146
    3Locked384120
    4Locked3850182
    5Locked39357134
    6Locked392790
    7Locked392420
    8Locked39825127
    9Locked3963223
    10Locked391868
    11Locked39255163
    12Locked39268143
    13Locked3920782
    14Locked39390
    15Locked39410
    16Locked391784
    17Locked39170
    18Locked39500
    19Locked40220
    20Locked40140
    21Locked4090
    22Locked40110
    23Locked4060
    24Locked40160
    25Locked4070
    26Locked41120
    27Locked4150
    28Locked4180
    29Locked4180
    30Locked4160
    31Locked4110
    32Locked4116404

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked422.967053316615
     
  • no1ally's avatar
    no1ally
    Joining in
    11 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000045.55120QAM 641
    14310000044.85120QAM 642
    236600000455120QAM 643
    330100000445120QAM 644
    42360000044.35120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0100
    1ATDMA0100
    2ATDMA0100
    3ATDMA0100
    4ATDMA0100

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61040.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2007400000000
    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      11 months ago

      Have you a BQM running?  If not...

      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

      • no1ally's avatar
        no1ally
        Joining in
        11 months ago

        Thank you for your response - when I tried setting up BQM (tried last night) - thinkbroadband, It detected my IP, I selected Virgin as provider, the graph for the last 20 hours was 100% packet loss, nothing else.

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    The BQM must be pointing to the Public IP of your VM connection ... i.e. not to a IP of a VPN or Apple Private Relay exit point.

    Your 3rd party router (not the VM Hub) must be configured to respond to WAN pings.

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

    Looking at the power levels there are too many PostRS errors on some channels?  The T2 errors are not good either.  I would suspect some noise issues on the line that would need VM to check out.  All you can do it check all connections from the omnibox to your Hub are at least "finger tight" and not corroded.