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Broadband Dropping

I've recently changed to a hub 4 and ever since it keeps dropping my connection. I have it set to modem only then I have a router with a mesh system connected. 

I always have to restart the hub to get the Internet connection back never the router. 

I've tried contacting virgin tech support but I just end up on hold forever! I'd be grateful for any suggestions. 

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Alessandro Volta
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Message 2 of 30
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Re: Broadband Dropping

What is your contracted speed ?

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 3 of 30
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Re: Broadband Dropping

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 4 of 30
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Re: Broadband Dropping

Thanks, please see below 

3.0 Downstream channels

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

1138750000-14.50000035.083549QAM2561
2146750000-14.59999834.925610QAM2562
3154750000-14.50000034.925610QAM2563
4162750000-14.70000134.925610QAM2564
5170750000-14.79999934.925610QAM2565
6178750000-14.79999934.925610QAM2566
7186750000-14.90000234.925610QAM2567
8194750000-15.00000034.925610QAM2568
9202750000-15.00000034.925610QAM2569
10210750000-15.00000035.083549QAM25610
11218750000-15.00000034.925610QAM25611
12226750000-14.90000234.925610QAM25612
13234750000-15.29999934.345688QAM25613
14242750000-15.50000034.483570QAM25614
15250750000-15.50000034.345688QAM25615
16258750000-15.50000034.345688QAM25616
17266750000-15.59999834.483570QAM25617
18274750000-15.59999833.956509QAM25618
19282750000-15.40000234.345688QAM25619
20290750000-15.40000233.956509QAM25620
21298750000-15.70000134.345688QAM25621
22306750000-16.09999833.956509QAM25622
23314750000-16.29999933.834164QAM25623
24322750000-16.09999833.956509QAM25624
25330750000-16.00000033.956509QAM25625
26370750000-16.50000033.376591QAM25626
27378750000-16.59999833.376591QAM25627
28386750000-16.59999833.376591QAM25628
29394750000-16.70000133.376591QAM25629
30402750000-16.70000133.376591QAM25630
31410750000-16.59999833.376591QAM25631



3.0 Downstream channels

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

1Locked0169380
2Locked18353666670
3Locked185100614310
4Locked19074582062350
5Locked1853025100
6Locked1858817143293
7Locked18814598623
8Locked97256930
9Locked85971650
10Locked849082100
11Locked86338030
12Locked842322110
13Locked869751170
14Locked842590210
15Locked804058350
16Locked842428290
17Locked885829210
18Locked913961910
19Locked900459420
20Locked873728690
21Locked861166390
22Locked908007660
23Locked8758641510
24Locked11458841190
25Locked11755931710
26Locked11636747940
27Locked11864117510
28Locked11184676900
29Locked11559745620
30Locked11056966580
31Locked12269432504000



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM1024759


3.1 Downstream channels

 

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked -20.4850224241

16

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Alessandro Volta
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Message 5 of 30
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Helpful Answer

Re: Broadband Dropping

Your downstream levels are too low. Is there an attenuator on the back of the hub?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Broadband Dropping

3.0 Upstream channels

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

1 39400000 57.020599 5120 KSym/sec 64QAM 4

2 46200000 57.270599 5120 KSym/sec 64QAM 3

3 53700000 57.770599 5120 KSym/sec 64QAM 2

4 60300000 58.270599 5120 KSym/sec 64QAM 1

 

 

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 0 0

4 US_TYPE_STDMA 0 0 0 0

 

 

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Message 7 of 30
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Re: Broadband Dropping

General Configuration

Network access 

true

Maximum Number of CPEs 

1

Baseline Privacy 

true

DOCSIS Mode 

3.1

Config file 

wrkldJKDHSUBsgvca69834ncx

 

 

Primary Downstream Service Flow

SFID 

13064

Max Traffic Rate 

117000047

Max Traffic Burst 

42600

Min Traffic Rate 

0

 

 

Primary Upstream Service Flow

SFID 

13063

Max Traffic Rate 

10500047

Max Traffic Burst 

16320

Min Traffic Rate 

0

Max Concatenated Burst 

16320

Scheduling Type 

bestEffort

 

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Message 8 of 30
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Re: Broadband Dropping

Network Log

Time Priority Description

Sun 08/11/2020 14:23:53 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 14:24:12 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Sun 08/11/2020 15:44:13 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 16:28:39 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Sun 08/11/2020 16:34:29 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 16:48:39 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Sun 08/11/2020 21:09:56 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 21:10:18 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Sun 08/11/2020 21:33:29 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 21:33:43 6 CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;

Mon 09/11/2020 19:18:05 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:18:27 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Mon 09/11/2020 19:31:34 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:31:38 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Mon 09/11/2020 19:38:53 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:39:48 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Mon 09/11/2020 19:41:40 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:41:43 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:42:23 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; 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;

Mon 09/11/2020 19:43:25 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:43:37 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:56:21 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 19:56:21 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 21:23:49 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; 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;

Tue 10/11/2020 07:14:46 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 10/11/2020 07:15:47 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; 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;

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Message 9 of 30
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Re: Broadband Dropping

Cable Modem Status

Item Status Comments

Cable Modem Status 

Online

DOCSIS 3.1

Primary downstream channel 

Locked

SC-QAM

Channel Overview Downstream Upstream

DOCSIS 3.0 channels 

31

4

DOCSIS 3.1 channels 

1

0

 

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Message 10 of 30
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Re: Broadband Dropping

Gary is that a small rectangular piece of kit? If so yes there is. 

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