100% packet loss every 30 mins - phone and chat support not helpful

[adargon]

Hi Everyone,

I have an issue with my connection that I have had previously. I wasn't happy that the problem just 'went away' without anyone able to provide me with an explanation. 
Basically, every 30 minutes the signal to my router stops for about 30 seconds to a minute. I know this because I have a BQM setup and can see it. I have attached the report from today. 
I have tried phone and chat support, but they were both most unsuccessful because they cannot deal with anything that doesn't fit their script. I have reset my router etc. to go through their merry little dance, but the problem is not with the router or any equipment in my house it is clearly the signal coming into the house. Unfortunately, this falls on deaf ears. 
I wonder whether anyone who has some technical chops at VM can help me here. I am very frustrated that no one else seems to have this issue and that there isn't a way to report this to someone knowledgeable - although that may be because this type of intermittent problem is hard to detect.

Please someone help!

[jbrennand]

What Hub model do you have and also what devices do you have connected to the Hub directly on ethernet cables?

Also worth checking if there are any known issues on the the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows on thee - can you do this.

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, when its light, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. 

Then...Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. 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

[adargon]

Thanks for taking the time to reply @jbrennand.
Here are the answers to your questions
1. I have a hub 3.0 in modem mode. Only one ethernet cable connected - to my Ubiquiti router.
2. I checked the service status by phoning and there aren't any issues affecting my area.
3. All cables are finger-tight. VM box on the outside wall has not been disturbed and it doesn't look like there are any loose wires or unterminated cables.
4. The internal wiring looks good with no kinking or chaffing. Nothing has been moved.
5. Logs to follow.


Further info. I can see this started at 16.30 on Thursday 1 February. There was also an outage last night between 11pm and 4am, which wasn't a power cut or deliberate power cycle by us. Looks like the issue is still there.

[adargon]

Downstream logs:

Downstream bonded channels

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

1	386750000	-2	40	256 qam	32
2	202750000	-0.5	38	256 qam	9
3	210750000	-0.9	38	256 qam	10
4	218750000	-1	40	256 qam	11
5	226750000	-1.4	38	256 qam	12
6	234750000	-1.5	38	256 qam	13
7	242750000	-1.9	38	256 qam	14
8	250750000	-2.2	38	256 qam	15
9	258750000	-2.4	38	256 qam	16
10	266750000	-2.5	38	256 qam	17
11	274750000	-2.5	38	256 qam	18
12	282750000	-2.2	38	256 qam	19
13	290750000	-1.9	38	256 qam	20
14	298750000	-1.7	38	256 qam	21
15	306750000	-1.5	40	256 qam	22
16	314750000	-1.4	40	256 qam	23
17	322750000	-1.4	40	256 qam	24
18	330750000	-1.5	40	256 qam	25
19	338750000	-1.7	40	256 qam	26
20	346750000	-1.7	40	256 qam	27
21	354750000	-2	40	256 qam	28
22	362750000	-2	40	256 qam	29
23	370750000	-1.9	40	256 qam	30
24	378750000	-1.7	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	38.9	5	0
3	Locked	38.6	8	0
4	Locked	40.3	4	0
5	Locked	38.9	4	0
6	Locked	38.9	4	0
7	Locked	38.9	5	0
8	Locked	38.9	0	0
9	Locked	38.9	12	0
10	Locked	38.6	13	0
11	Locked	38.9	7	0
12	Locked	38.9	5	0
13	Locked	38.9	5	0
14	Locked	38.9	6	0
15	Locked	40.3	5	0
16	Locked	40.3	5	0
17	Locked	40.3	5	0
18	Locked	40.3	6	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.3	7	0
22	Locked	40.3	5	0
23	Locked	40.3	7	0
24	Locked	40.3	1	0

[adargon]

Upstream logs

Upstream bonded channels

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

1	43100007	47.5	5120	64 qam	2
2	23599585	47	5120	64 qam	5
3	30099915	46.8	5120	64 qam	4
4	36600031	47	5120	64 qam	3
5	49600000	48.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	11	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	1	0

[adargon]

Network logs:

Network Log

Time Priority Description

05/02/2024 04:48:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:48:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:47:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:47:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:45:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:45:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:44:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:44:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:44:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:44:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:43:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:43:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:42:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:42:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:40:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:40:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:40:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:40:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:39:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 04:39:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[adargon]

Another update.
I have just had a visit from an engineer. He checked all my router, cables and outside box before checking the local cabinet.
He couldn't find an issue but said that the network guys said there was a network fault affecting the cabinet that serves my house, that was supposedly rectified this morning. No more details about the fault. 
The problem is still happening for me. 
The engineer didn't mark the case as resolved but also couldn't give me any details about how this fault can be rectified or even a contact who would know about the issue. This fault is consistent but intermittent, so it really needs monitoring rather than tests that happen in a single moment which are unlikely to catch it happening or shed light on the cause.

I feel really stuck with this problem. Can anyone help?

[jbrennand]

What is being reported on the 0800 number I posted above ?

[adargon]

Similarly to when I phoned the 0800 number when this originally happened, there were no local issues reported yesterday either.
The issue is still there. Consistently all day yesterday, it dropped out for a short period every 30 mins. Really frustrating cos it disconnects me from video calls or stops streaming.

[adargon]

Another update. I disabled modem mode and ran the hub in router mode with only one wired PC connected. This made no difference and the intermittent issue is still there. Not sure what else to try...