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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

awesome, thank you

Appreciate it

G

Aitkeng
On our wavelength

Hi - bit of an update.

The Virgin Broadband engineer visited on Thursday and did a number of tests, including on my Hub 5. Came to the conclusion that the Hub itself required replacing (which he did). 

The engineer asked me to monitor for the next week to see if the issue has gone away - it only been 24 hours but I have not experienced any outage thus far.

Ill keep this post updated but in the meantime a big thank you to Chris_W1 and the rest of the forum team for getting the engineer out so quickly - awesome service.

Hi @Aitkeng 

Thanks for coming back to the thread and updating us. We're glad to hear things are looking better 🙂

Please do keep us posted if you ever need assistance.

Best wishes.

John_GS
Forum Team


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