Virgin Media Community

[Cookshelf]

Hi. In January i had my hub 2 replaced with a hub 3 and my internet package was increased from 100m to 600m, but my connection has been significantly worse since then. Before this upgrade my internet connection was flawless for 7-8years. Since the first day of the hub 3 install, i have had a problem where watching twitch streams or amazon prime video or sometimes loading other videos will cause the internet connection to drop completely for a few seconds and i have to refresh the page to continue watching. Also, when i'm downloading anything, my speed will fluctuate between 500kb and 25mbs and it's making downloads take a very long time. It seems that anytime my internet is under high usage, it has a chance to drop out entirely for a few seconds at a time. I have gone multiple days in a row without having any disconnects and i have had some days where it will disconnect every 5-10 minutes. 

I'll list now some more details and fixes i have attempted.

I've tried 3 different wired devices with 3 different wires (cat5e, cat6) in all the Ethernet ports on the hub and they all experience the same issue.

I've tried modem mode, pinhole reset, disconnected all wires and reconnected them, checked network card for driver updates and i've disable / enabled wifi channel optimization.

If i limit my download speed to 5-6mbs, then it will stop the speed fluctuating and stop the connection dropping, but this doesn't solve the disconnects when i'm watching twitch streams.

Below i'll post a picture of my BQM on a day where i experienced 10-15 of these disconnects and i will also post my hub stats

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	267000000	Locked
Ranged Upstream Channel (Hz)	53700078	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	267000000	8.3	38	256 qam	17
2	275000000	8	38	256 qam	18
3	283000000	8	38	256 qam	19
4	291000000	8	38	256 qam	20
5	299000000	8	38	256 qam	21
6	307000000	8.3	38	256 qam	22
7	315000000	8.8	38	256 qam	23
8	323000000	8.6	38	256 qam	24
9	331000000	8.4	38	256 qam	25
10	339000000	8.3	38	256 qam	26
11	347000000	7.8	38	256 qam	27
12	355000000	8	38	256 qam	28
13	363000000	7.6	38	256 qam	29
14	371000000	7.5	38	256 qam	30
15	379000000	7.5	38	256 qam	31
16	387000000	7.3	38	256 qam	32
17	395000000	6.9	38	256 qam	33
18	403000000	7	38	256 qam	34
19	411000000	6.9	38	256 qam	36
20	419000000	6.6	38	256 qam	37
21	427000000	6.6	38	256 qam	38
22	435000000	6.1	38	256 qam	39
23	443000000	5.8	38	256 qam	40
24	451000000	6	38	256 qam	41

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	330	0
2	Locked	38.9	288	0
3	Locked	38.9	360	0
4	Locked	38.6	352	0
5	Locked	38.6	452	0
6	Locked	38.6	317	0
7	Locked	38.9	332	13
8	Locked	38.6	286	0
9	Locked	38.6	486	0
10	Locked	38.6	359	0
11	Locked	38.9	493	0
12	Locked	38.6	415	0
13	Locked	38.9	490	0
14	Locked	38.9	533	0
15	Locked	38.6	759	12
16	Locked	38.9	637	0
17	Locked	38.6	1018	0
18	Locked	38.9	914	0
19	Locked	38.6	1003	0
20	Locked	38.6	1115	0
21	Locked	38.9	1280	0
22	Locked	38.9	1543	0
23	Locked	38.9	1673	0
24	Locked	38.6	1322	0

[Cookshelf]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700078	43.3	5120	64 qam	6
2	60300177	43.8	5120	64 qam	5
3	39400039	42.5	5120	64 qam	8
4	46200035	43	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	16	0
4	ATDMA	0	0	4	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt078-b.cm

Primary Downstream Service Flow

SFID	12132
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12131
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

25/12/2021 16:19:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2021 21:02:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 11:43:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 16:59:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 23:43:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 22:09:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 11:43:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 06:25:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 00:47:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 03:04:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 23:43:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 12:53:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 07:04:23	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;
07/12/2021 06:58:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 02:33:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

As far as i can tell, these short disconnects are not showing on the BQM or on the Network log.

Thanks for reading and hopefully someone can help me resolve this issue.

[Andrew-G]

How long had the hub been running since last restart at the time you took the hub status data?  Some error and timeouts showing, but significance depends on hub run time.

[Cookshelf]

System up time says 16 days 14 hours

[Andrew-G]

Do a pinhole reset.  You'll put the hub back to factory settings, and lose any password or other changes you've made, and need to use the settings password on the base of the hub, not confusing it with the default wifi password.  See if that fixes the problem, if not then wait for 24 hours and repost the hub status data, and we can see if either error or timeout count are increasing. 

[Kath_F]

Hi Cookshelf, 

Thanks for your post and a big welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to her you're having an issue with your connection. Taking a look at things here, The hub itself looks good. The signal levels are all within range and the upstream power levels look good too. The downstream power levels are within range but they are very borderline on the higher scale. Whilst this shouldn't be causing the issues, it may increase them. 

I can see the Hub is still showing an uptime of nearly 20 days so we would like you to complete the Pin hole reset as advised by our VIP Andrew-G. This will allow things to reset and refresh. Pop back here once you've done the reset so we can check things again. If they are the same, we can look at booking an engineer for you then. 

Keep us posted. 

Thanks,

[Cookshelf]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	8.3	38	256 qam	25
2	267000000	8.4	38	256 qam	17
3	275000000	8.1	38	256 qam	18
4	283000000	8	38	256 qam	19
5	291000000	8	38	256 qam	20
6	299000000	8.1	38	256 qam	21
7	307000000	8.4	38	256 qam	22
8	315000000	8.8	38	256 qam	23
9	323000000	8.5	38	256 qam	24
10	339000000	8.3	38	256 qam	26
11	347000000	7.8	38	256 qam	27
12	355000000	7.9	38	256 qam	28
13	363000000	7.6	38	256 qam	29
14	371000000	7.5	38	256 qam	30
15	379000000	7.5	38	256 qam	31
16	387000000	7.1	38	256 qam	32
17	395000000	6.8	38	256 qam	33
18	403000000	6.9	38	256 qam	34
19	411000000	6.8	38	256 qam	36
20	419000000	6.5	38	256 qam	37
21	427000000	6.5	38	256 qam	38
22	435000000	6	38	256 qam	39
23	443000000	5.5	38	256 qam	40
24	451000000	5.9	38	256 qam	41

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	14	0
2	Locked	38.9	17	0
3	Locked	38.9	12	0
4	Locked	38.9	15	0
5	Locked	38.9	19	0
6	Locked	38.9	16	0
7	Locked	38.6	15	0
8	Locked	38.9	20	0
9	Locked	38.9	11	0
10	Locked	38.6	7	0
11	Locked	38.9	14	0
12	Locked	38.9	15	0
13	Locked	38.9	14	0
14	Locked	38.9	13	0
15	Locked	38.9	29	0
16	Locked	38.9	10	0
17	Locked	38.6	14	0
18	Locked	38.9	19	0
19	Locked	38.6	31	0
20	Locked	38.6	33	0
21	Locked	38.9	42	0
22	Locked	38.6	33	0
23	Locked	38.6	35	0
24	Locked	38.6	27	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	43.8	5120	64 qam	6
2	60300000	44.5	5120	64 qam	5
3	39400000	43.3	5120	64 qam	8
4	46200000	43.3	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

I did the pinhole reset yesterday and i haven't noticed any problems so far. I will monitor my connection for a few days and reply again if the issue occurs, but hopefully not!🤞

[Chris_W1]

Hi Cookshelf, thanks for the message, the BQM is not really showing an issue and it looks like this is wireless related.  I will send you a private message to look into this further, Please look out for the purple envelope. - Chris