Broadband & WiFi Dropping issues Hub 3

[ChrisNight]

Over the last month or so my broadband connection has been really unreliable.

The broadband connection drops (happening at least once a day) then after rebooting the Hub3 takes about 20 mins to reconnect (which it doesn't always do).   I've checked the Service Status etc and there are no local problems although when running an automated check it says there are problems in my area.  
The other odd thing thats happening is that the Wireless seems to drop by itself and takes lots of reboots before Phones etc. are able to connect (after rebooting them).

This is becomming a bit of a nightmare as both myself and my wife work from home and the connection is vital,especially for my wife.

I've checked the router logs and done broadband speedtests etc. and there's nothing standing out other than the errors below in the router logs and the light on the Hub3 is orange (which doesn't seem to mean much from what I can see after searching around).

I've reset everything I can. Checked all the cables and sworn a few times 🙂  etc.

Has anyone got any suggestions, as I don't want to spend hours on 150 and can't find any sort of Virgin Live chat ?

Thanks

[Tudor · Accepted solution]

We need the full stats;

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[ChrisNight]

Downstream bonded channels

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

1	234750000	2.4	40	256 qam	13
2	138750000	4.9	40	256 qam	1
3	146750000	4.6	40	256 qam	2
4	154750000	4.5	40	256 qam	3
5	162750000	4	40	256 qam	4
6	170750000	3.9	40	256 qam	5
7	178750000	3.5	40	256 qam	6
8	186750000	3.2	40	256 qam	7
9	194750000	3.2	40	256 qam	8
10	202750000	3	40	256 qam	9
11	210750000	2.7	40	256 qam	10
12	218750000	2.5	40	256 qam	11
13	226750000	2.5	40	256 qam	12
14	242750000	2	40	256 qam	14
15	250750000	2.2	40	256 qam	15
16	258750000	2	40	256 qam	16
17	266750000	1.7	40	256 qam	17
18	274750000	1.4	40	256 qam	18
19	282750000	1.4	40	256 qam	19
20	290750000	1.4	40	256 qam	20
21	298750000	1.4	40	256 qam	21
22	306750000	0.7	40	256 qam	22
23	314750000	0.9	40	256 qam	23
24	322750000	1.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	7	0
2	Locked	40.3	20	0
3	Locked	40.9	19	0
4	Locked	40.9	21	0
5	Locked	40.3	22	0
6	Locked	40.9	24	0
7	Locked	40.9	19	0
8	Locked	40.3	6	0
9	Locked	40.9	6	0
10	Locked	40.9	4	0
11	Locked	40.9	8	0
12	Locked	40.9	8	0
13	Locked	40.3	4	0
14	Locked	40.3	1	0
15	Locked	40.3	5	0
16	Locked	40.9	6	0
17	Locked	40.9	5	0
18	Locked	40.9	5	0
19	Locked	40.9	6	0
20	Locked	40.9	7	0
21	Locked	40.3	1	0
22	Locked	40.9	8	0
23	Locked	40.9	8	0
24	Locked	40.9	9	0

Upstream bonded channels

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

1	49600031	42.5	5120	64 qam	1
2	23600000	40.5	5120	64 qam	5
3	30100002	41	5120	64 qam	4
4	36600000	42.5	5120	64 qam	3
5	43100004	42.5	5120	64 qam	2

Upstream bonded channelsChannel 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
5	ATDMA	0	0	0	0

[ChrisNight]

26/05/2023 01:57:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2023 18:10:0	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2023 04:07:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2023 01:07:32	notice	SW download Successful - Via NMS
25/05/2023 01:05:18	notice	SW Download INIT - Via NMS
23/05/2023 04:55:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:47:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:47:25	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:46:49	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:45:20	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:45:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:44:42	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:44:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:43:35	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:43:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:42:57	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2023 04:42:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Akua_A]

Hi @ChrisNight 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having intermittent services with us. We can understand the inconvenience caused when trying to work from home. I have been able to run some tests on your service and I can see there is currently an SNR outage affecting your service. Our teams are doing their best to resolve the issue and to get the service up and running again. The estimated fix time for this is currently 29 MAY 2023 13:20. If the issue persists after this, please let us know and we can run further tests for a resolution.

Thanks,

[ChrisNight]

Hi @Akua_A ,

Thank you for your reponse.  It doesn't look like it's been fixed. 
The connection has gone down again this morning @ 10:15.  This is getting beyond a joke.
Rebooted the router to get it back and running although nothing can connect to wireless now.
Can you please let me know when you think this will be fixed properly as it's been going on for a long while now and this really isn't an acceptable situation.
Intenet is up currently.

[Gareth_L]

Hello ChrisNight.

Thankyou for your reply.

Sorry to hear about the service and connection not behaving as it should.

I did take a look and can see we have an SNR issue on your local Network.

This is due to be fixed on if not before the 05/06/2023 at 18:00.

Can you please pop back on here and quote reference number F010681241 if you are still having the same issue.

We will be able to keep you updated.

Apologies for any inconvenience this may be causing you.

Gareth_L

[ChrisNight]

F010681241

This keeps happening at roughly the same time each day and you keep pushing the fix date out.
It's not really good enough. I pay a lot of money for the broadband I have and I expect more reliabilty
than I currently receive.

I've been a customer for 24 yrs and never had any major issues until the 6 -8 months.

Are you going to provide any recompence for the poor service t'm currently getting ?

[Joseph_B]

Hey @ChrisNight,

Thanks for getting back to us, sorry that you are still experieicning this issue.

Rest assured we will be looking into this for you, unfortunately some faults can take us longer to resolve and in these cases we will push back the estimated fix time.

You can find out about how we compensate our customers and if you are eligible via our website here.

Cheers. Joe

[ChrisNight]

Hi,

The problem is still happening at least once a day, normally circa 10am - 10:30am most days.
A modem reboot usually resolves the problem, but that's not really good enough.
I can't claim any compensenation from yourselves as it's not down for a day.

My wife's job is reliant on a consistant service and online phone connection as she
works with safeguarding and needs to be able to take calls and not have them drop
in the middle of a call.

Please don't reply with it's a known fault and it will be fixed next Monday as you've been saying that for over a month now!!!!!!!!!!