7 days intermittent connectivity after upgrading to volt350.

[Skhan112]

Hi,

Senior IT tech background here.

Having issues with my Hub 3 where every night for the last 7 days we lose connection intermittently.

when the issue happens:

-white light on the hub

- Can’t ping the hub, rebooting does not always resolve the issue

- sometimes the hub is not performing DHCP but when statically assigning a lan IP on a pc, no ping to the hub.

- issues occur even with a wired connection to the hub with no other switches etc connected

logs show warnings of RCS Partial service

I’ve corrected the MTU because it was set too high from 1500 to 1470.

issue started after upgrading to 350 volt package but unsure if this is related. Heard the cpu on the hub is weak. I don’t have a router at the moment to test in modem only mode.

something else that’s frustrating is that when i try to log with virgin media they blame the Wireless ssid’s being turned off but this is unrelated- i don’t use the built in wifi but use my own mesh setup.

anything I can do here or do i have to wait For to do something about it? I think it’s hub related so tempted to try another router.. but don’t want to buy one unless I need to.

[Skhan112]

em Status Comments
Acquired Downstream Channel (Hz)
203000000

Locked
Ranged Upstream Channel (Hz)
32600000

Locked
Provisioning State
Online


--
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 3.2 40 256 qam 9
2 211000000 3.2 40 256 qam 10
3 219000000 3.2 38 256 qam 11
4 227000000 3.2 38 256 qam 12
5 235000000 3.5 40 256 qam 13
6 243000000 3.5 40 256 qam 14
7 251000000 3.7 40 256 qam 15
8 259000000 3.5 40 256 qam 16
9 267000000 3.9 40 256 qam 17
10 275000000 3.7 40 256 qam 18
11 283000000 4 40 256 qam 19
12 291000000 4 40 256 qam 20
13 299000000 4 40 256 qam 21
14 307000000 4 40 256 qam 22
15 315000000 3.7 40 256 qam 23
16 323000000 3.7 40 256 qam 24
17 331000000 3.7 40 256 qam 25
18 339000000 3.7 40 256 qam 26
19 347000000 3.7 40 256 qam 27
20 355000000 3.5 40 256 qam 28
21 363000000 3.5 40 256 qam 29
22 371000000 3.5 40 256 qam 30
23 379000000 3.2 40 256 qam 31
24 387000000 3.4 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 1309 310
2 Locked 40.3 1572 242
3 Locked 38.6 624 97
4 Locked 38.6 1187 78
5 Locked 40.9 1530 226
6 Locked 40.3 1347 85
7 Locked 40.9 853 24
8 Locked 40.3 358 17
9 Locked 40.9 124 0
10 Locked 40.9 407 18
11 Locked 40.3 469 20
12 Locked 40.3 437 91
13 Locked 40.3 335 15
14 Locked 40.3 430 20
15 Locked 40.3 489 125
16 Locked 40.3 299 35
17 Locked 40.3 61 0
18 Locked 40.3 97 0
19 Locked 40.9 450 16
20 Locked 40.3 588 77
21 Locked 40.3 361 35
22 Locked 40.3 443 127
23 Locked 40.3 443 125
24 Locked 40.9 183 23

---











Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 41.5 5120 64 qam 3
2 39400000 41.5 5120 64 qam 2
3 25800000 41.3 5120 64 qam 4
4 46200000 41.5 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

--

eneral Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm


Primary Downstream Service Flow
SFID 992
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 991
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


---------
Time Priority Description
05/05/2022 22:11:25 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:39:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:33:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:20:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:20:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:19:24 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:18:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 20:18:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 19:21:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 18:39:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:50:26 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;
04/05/2022 23:46:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:46:11 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;
04/05/2022 23:45:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 23:44:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Skhan112]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e9f4ccd1e901e401074f24e369135ee2642f6795]My Broadband Ping[/url]

[Skhan112]

still an issue

[Ayisha_B]

Hi @Skhan112,

Welcome to our Community Forums and thanks for your post. 

I am so sorry to hear you've been having intermittent issues with your service. I can appreciate that isn't ideal. 

I have taken a look at our systems and can not see any issues, at the time of writing. All your power levels are within the range we would expect and there's no area faults impacting you. 

Can I ask if you have had any improvements since you posted? Have you tried a factory reset? 

Let us know so we can offer further support if required. 

Thanks

[Skhan112]

Hi,

It's still an issue yes. Outage for hours at a time, even after wiping it.
I have since put it in modem mode at the cost of buying another router to see if it's the hub's performance causing it.

When the issue happens, the hub is completely inaccessible and unresponsive.I believe it's a Hub 3 issue on the 350 line rather than anything external.

What's the chances of me requesting a Hub 5? since the Hub4 uses the same CPU.

[Kain_W]

Thanks for the responses,

Currently our team are unable to send Hub 5's out I'm afraid.

Bit of a general question however are you experiencing intermittency on a wired connection also? Also when up are the speeds affected?

Thanks,

[Skhan112]

As mentioned in the original post, yes. It happens with a wired connection too.

Speeds are fine when it's working.

[Paul_DN]

Hi Skhan112,

Thank you for reaching back out, I have again done few further diagnostic checks and still cannot see any issues at all, everything in spec with no errors, there is only so much we can see when the Router is in Modem mode, if you would like us to run further checks please perform a pin reset putting the Router back in Router mode and can also clear any issues.

Push a pin/ paper clip in the reset hole at the back of the Router, push and hold in for a timed 1 Minute, do not reboot during or after, allow 15 Minutes to settle?

Regards

Paul.

[Skhan112]

Annoyed really- had to resolve the issue myself. I put it in modem mode now with my own router because the Hub 3's CPU can't handle a 350Mb throughput, dhcp and switching at the same time.. been working fine ever since doing that.

The first VM hub had the same problem when upgrading to 100Mb. As usual, VM denied any issues with it and I had to do the same as I did here.

I went a full 2 weeks with problems, often overnight outages with the same scripted response from Virgin media. Can't wait for BT to finish their fibre install on my street so I can finally switch around- your billing department also keeps charging me £70 for this when it should be £40.