Virgin Media Community

[Lightkeeper]

Hi. I'm looking for help with frequent drop-outs on Teams calls and using other connections to server-side apps. Our connection is 1GB through Superhub 4, recently installed and fine until about a month ago. Speed is fine, and connections are through ethernet cables. We get dropouts several times an hour, sometimes only a few minutes apart.

I've tried monitoring broadband quality and using ping to check latency, and haven't found anything I can correlate with the problems occurring. 

I'll post information from the Hub admin pages below this. Very grateful for any help: it's getting really frustrating!

[Lightkeeper]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

 

3.0 Downstream channels

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

1	139000000	-1.1	40.9	QAM256	1
2	147000000	-0.5	40.4	QAM256	2
3	155000000	-0.2	40.4	QAM256	3
4	163000000	-0.1	40.9	QAM256	4
5	171000000	-0.4	40.4	QAM256	5
6	179000000	-0.1	40.4	QAM256	6
7	187000000	-0.2	39	QAM256	7
8	195000000	0.2	40.4	QAM256	8
9	203000000	0.5	40.4	QAM256	9
10	211000000	0.7	40.9	QAM256	10
11	219000000	0.7	40.9	QAM256	11
12	227000000	1	38.6	QAM256	12
13	235000000	0.8	40.4	QAM256	13
14	243000000	1.1	40.9	QAM256	14
15	251000000	1.1	40.4	QAM256	15
16	259000000	1.2	40.9	QAM256	16
17	267000000	1.6	40.4	QAM256	17
18	275000000	1.7	40.9	QAM256	18
19	283000000	2	40.9	QAM256	19
20	291000000	2.1	40.9	QAM256	20
21	299000000	2.4	40.9	QAM256	21
22	307000000	2	40.9	QAM256	22
23	315000000	1.6	40.4	QAM256	23
24	323000000	1.4	40.9	QAM256	24
25	331000000	1	40.4	QAM256	25
26	339000000	1.6	40.4	QAM256	26
27	347000000	1.4	40.9	QAM256	27
28	355000000	1.6	40.9	QAM256	28
29	363000000	1.5	40.9	QAM256	29
30	371000000	1.5	40.9	QAM256	30
31	379000000	1.5	40.4	QAM256	31

3.0 Downstream channels

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

1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.946209	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
12	Locked	38.605377	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.946209	0	0
21	Locked	40.946209	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.946209	0	0
29	Locked	40.946209	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	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

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

44

2.2

488221130

2313

[Lightkeeper]

3.0 Upstream channels

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

1	46200000	45.5	5120 KSym/sec	64QAM	11
2	25800000	42.3	5120 KSym/sec	64QAM	14
3	32600000	43.3	5120 KSym/sec	64QAM	13
4	39400000	44.3	5120 KSym/sec	64QAM	12

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	0	0

[Lightkeeper]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	69834ncxv9873254k;fg87dsf

Primary Downstream Service Flow

SFID	17590
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	19870
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[Lightkeeper]

Network Log

Time Priority Description

Wed 29/12/2021 15:12:33	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 31/12/2021 07:29:11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 01/01/2022 02:16:13	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 01/01/2022 02:16:13	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 02/01/2022 03:06:59	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 02/01/2022 10:26:59	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/01/2022 10:08:29	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 04/01/2022 14:16:13	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 04/01/2022 14:16:13	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;
Wed 05/01/2022 07:08:17	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 02:16:13	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 02:16:13	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;
Sat 08/01/2022 03:41:08	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 17:14:13	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 09/01/2022 19:58:38	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 14:16:13	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 14:16:13	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 11/01/2022 16:19:58	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 21:54:54	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 23:26:19	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 02:05:16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 06:05:31	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 06:05:32	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;
Sat 15/01/2022 21:24:54	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;
Sun 16/01/2022 18:38:43	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/01/2022 18:42:22	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 18/01/2022 16:40:56	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/01/2022 16:40:56	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 18/01/2022 20:06:19	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;
Fri 21/01/2022 08:53:31	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/01/2022 13:00:01	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;
Sat 22/01/2022 04:40:56	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/01/2022 04:40:56	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;
Sat 22/01/2022 15:44:30	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;
Mon 24/01/2022 04:29:43	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 08:10:40	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;
Mon 24/01/2022 15:55:57	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 20:49:04	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;

[Andrew-G · Accepted solution]

Stats look OK, except for the number of uncorrectable errors on the downstream 3.1 channel.  There may be more (in the post-RS column) on the other downstream channels, but due to a firmware bug they don't show up for users.  I'm not sure, but think the staff can interrogate the hub remotely and see the correct error counts.  If this is a continuing problem, then it's either radio noise ingress through a faulty connection or faulty/poor quality cable, or radio noise from a network equipment fault.  Sometimes this is an area fault affecting multiple customers, and will be fixed without you needing a technician, if it's just you then there's a few steps you can take, if they don't work you'll need a technician.  

What you can do: Unplug and carefully remake all coax connections.  If there's securing nuts they need to be firmly finger tight, it they are push on connectors, push home firmly with a gentle twist.  Next, reboot the hub - that should zero the error counters, so if the 3.1 channel shows a rising uncorrectable error count after that then there's still a problem.  Staff will take a look and advise in due course.

[Lightkeeper]

Thanks, Andrew. I'm following up these suggestions, and monitoring the connection quality. It's been a bit better today - here's hoping.

Ken

[dorrpark22]

same problem here, hub 3.0