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1Gig Broadband - Internet suffering repeat 20 sec dropouts daily - need support

Aitkeng
On our wavelength

Hi everyone.

I have had the 1 Gig Virgin Broadband for over a year now (part of our volt2 package) - generally the broadband has been outstanding, however, over the last 3 months I have noticed intermittent drop-outs (both wifi and hardwired) - they last c.20 seconds then its back to full service. From what I can monitor it happens between 1 and 5 times a day but that is all I notice, could be more. It is very annoying as one of the reasons we upgraded to 1 Gig was to have a smooth virgin broadband experience - looking for some help to sort it.

Nothing has changed in my home network over the last 2 years. I currently run the Hub 5 in modem mode with a cat6 ethernet to my UNIFI Dream Machine Pro Router and onward to some switches. I receive full service on every switch with an average 930Mbps hardwired and  over 500Mbps wifi on my iPhone. So when it is working, it is excellent.

To eliminate the possibility of it being my equipment in the house that is causing the dropouts I fully disconnected everything and solely used the Virgin Hub 5 in Router mode with nothing connected - still had the same drop-outs.

I’ve read some other posts about people with dropped service and one bit of advice was to set up and provide a BQM link - here it is

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a79fe0191b67d284c22d4ec3667435866f...

My service dropped for 20 seconds at 0100 on 10 July but when I looked at the BQM chart it did not register so it may be that the outage is too short for the tracker perhaps.

I have also shown the modem log details below (and in the following message as I am exceeding the character limit).

Any advice would be gratefully received. (checked with the virgin site - no issues in my area)

Cheers

 

Item

Status

Comments

Acquired Downstream Channel(Hz)

235000000

Locked

Ranged Upstream Channel(Hz)

49600000

Ranged

Provisioning State

Online

Operational

Network Log

Time

Priority

Description

09-07-2023 08:54:19

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

07-07-2023 05:23:14

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

05-07-2023 20:54:18

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

03-07-2023 00:31:35

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

03-07-2023 00:31:35

warning

DBC-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;

02-07-2023 23:31:31

warning

DBC-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;

02-07-2023 23:31:31

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

02-07-2023 13:39:59

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

02-07-2023 08:54:16

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-07-2023 22:28:25

warning

DBC-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;

01-07-2023 22:28:25

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-07-2023 22:18:19

warning

DBC-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;

01-07-2023 22:18:19

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-07-2023 02:28:49

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-07-2023 02:28:49

warning

DBC-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;

01-07-2023 01:23:22

warning

DBC-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;

01-07-2023 01:23:22

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-06-2023 15:08:49

error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-06-2023 14:10:41

warning

DBC-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;

29-06-2023 14:10:41

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-06-2023 13:01:11

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-06-2023 13:01:11

warning

DBC-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;

28-06-2023 18:30:22

warning

DBC-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;

28-06-2023 18:30:22

notice

US 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;

28-06-2023 18:20:16

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-06-2023 18:20:16

warning

DBC-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;

28-06-2023 16:59:37

warning

DBC-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;

28-06-2023 16:59:37

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-06-2023 16:49:31

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-06-2023 16:49:31

warning

DBC-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;

28-06-2023 15:48:57

warning

DBC-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;

28-06-2023 15:48:57

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

32 REPLIES 32

Aitkeng
On our wavelength

will do, and many thanks for the advice.

 

Hi @Aitkeng thanks for your post here although we're sorry to hear of the concerns you have with your connection.

We've ran some checks here and there are no issues on the line, as well as the levels to your Hub all being in specification which would confirm this too.

Unfortunately, with the Hub in Modem Mode we cannot eliminate the possibility of the third party router impacting this, so if you could run the Hub in router mode this may help us to understand the cause of this.

Please let us know if you do this and how you get on, but no pressure 😊

Many thanks

Tom_W

Aitkeng
On our wavelength

Hi Tom, thanks for the message. Totally understand its cleaner to assess when on router mode - I'll try to set it up tonight and run for a couple of days to see if it appears. Super frustrating as it is an intermittent issue.

Many thanks

Hi @Aitkeng thanks for your reply and understanding, much appreciated 😊

Please let us know how you get on. 

Many thanks

Tom_W

Aitkeng
On our wavelength

Hi @Tom_W1 and @Tudor

Last night I tried to resort to the Router mode but my kit has lots of static IP's etc so after 2 hours of getting nowhere I turned everything off and rebooted everything including the Virgin Broadband Hub 5 (in modem mode). I then monitored the usage overnight and this morning. As you will see from below, there have been a number of warnings (not sure how material they are). I have also been monitoring the Hub 5 stats and undernote some info on the downstream bonded channels - since early this morning I seem to be getting an alarmingly high number of Pre-RS and Post-RS Errors.

@Tom_W1 - may I ask you to have a look at my service to see if there is anything on the Virgin media side that can be improved - I have also run a number of speed tests to the Hub 5 (excluding all my kit) and it seems to be sticking at 700Mbps - materially lower than the 1Gig+ I would expect.

Anything you can do would be gratefully appreciated.

Downstream bonded channels (data from reboot early this morning).

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

1Locked4190
2Locked4127251425
3Locked41412533
4Locked41397411
5Locked4128210
6Locked412950
7Locked413080
8Locked41100
9Locked41150
10Locked4190
11Locked4160
12Locked4180
13Locked4170
14Locked4180
15Locked4160
16Locked4150
17Locked4160
18Locked4140
19Locked4140
20Locked4120
21Locked4030
22Locked4110
23Locked4130
24Locked4110
25Locked4110
26Locked4100
27Locked4130
28Locked4100
29Locked4100
30Locked4100
31Locked4100

Network Log

Time Priority Description
12-07-2023 01:49:38noticeUS 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;
12-07-2023 01:49:38warningDBC-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;
12-07-2023 01:49:35noticeREGISTRATION COMPLETE - Waiting for Operational status
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningREG-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;
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:29warningDynamic Range Window violation
12-07-2023 01:49:29warningRNG-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;
12-07-2023 01:49:24noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2023 01:49:21noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2023 01:49:18warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2023 01:49:16noticeHonoring MDD; IP provisioning mode = IPv4
12-07-2023 01:49:06criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-07-2023 01:48:49criticalCable Modem Reboot due to power button reset
 

Hi @Aitkeng thanks for your reply here.

We appreciate the details you have provided here, that's much appreciated. However, in the live checks we have here everything is still looking like it is running within specifications.

Can you please try posting a BQM in this thread, as that will help identify any further issues?

Many thanks

Tom_W

Hi @Aitkeng thanks for your reply.

So except from the time between 10-12 it does look like there are no major issues on the line - please monitor this for the rest of the week and let us know if there are any changes, as things stand we cannot identify issues sadly.

Many thanks

Tom_W

Aitkeng
On our wavelength

No problem, I'll monitor over the next 7 days or so. Many thanks for the assistance.

You're welcome!
Many thanks

Tom_W