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Broadband cutting out intermittently

Robhorn
Tuning in

Hello forum.  I have an issue with VM broadband service intermittently cutting out. The users who rely upon the broadband service initially reported to me that their Wifi signal was poor and instable, but all tests so far indicate that the Wifi coverage should be adequate. I've read through a number of past posts on this forum and the assistance looks to be excellent so I thought I'd give it a try. I have begun to collect stats and BQM as per previous posts. I will paste these next, but there are some significant things I would like expert opinion on, namely the T3 timeouts in the upstream channel stats and the repeating log message showing   "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;".    The message repeats and anything with "kernel" and "panic" in the same message must be of concern.   The BQM shows obvious and quite worrying outages but I haven't yet collected enough data to correlate logs/stats/BQM. 

EDIT:   Virgin Media Hub 3

 

Any assistance would be very welcome. 

 

BQM - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/47516b1a0f7dcc29b7098b583a47569aef...

 

7 REPLIES 7

Robhorn
Tuning in

Stats & logs

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

23600000

47.8

5120

64 qam

11

2

36600000

47.8

5120

64 qam

7

3

30100000

47.8

5120

64 qam

8

4

43100000

47.8

5120

64 qam

6

5

49599956

48

5120

64 qam

5




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

3

0

2

ATDMA

0

0

3

0

3

ATDMA

0

0

4

0

4

ATDMA

0

0

1

0

5

ATDMA

0

0

2

0

 

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

2.9

38

256 qam

1

2

146750000

2.7

38

256 qam

2

3

154750000

2.7

38

256 qam

3

4

162750000

2.7

38

256 qam

4

5

170750000

3

38

256 qam

5

6

178750000

3

38

256 qam

6

7

186750000

2.9

38

256 qam

7

8

194750000

2.7

38

256 qam

8

9

202750000

2.4

38

256 qam

9

10

210750000

2.2

38

256 qam

10

11

218750000

1.9

38

256 qam

11

12

226750000

1

38

256 qam

12

13

234750000

-0.2

37

256 qam

13

14

242750000

0.2

38

256 qam

14

15

250750000

1.2

38

256 qam

15

16

258750000

1.7

38

256 qam

16

17

266750000

1.9

38

256 qam

17

18

274750000

2

38

256 qam

18

19

282750000

2.2

38

256 qam

19

20

290750000

2.4

38

256 qam

20

21

298750000

2.7

38

256 qam

21

22

306750000

3

38

256 qam

22

23

314750000

3.7

38

256 qam

23

24

322750000

4.4

38

256 qam

24




 

 

 

 

 

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

123

0

2

Locked

38.6

204

0

3

Locked

38.6

192

0

4

Locked

38.9

157

0

5

Locked

38.6

153

0

6

Locked

38.9

200

0

7

Locked

38.6

141

0

8

Locked

38.9

126

0

9

Locked

38.6

120

0

10

Locked

38.6

150

0

11

Locked

38.6

211

0

12

Locked

38.6

257

0

13

Locked

37.6

655

0

14

Locked

38.6

820

0

15

Locked

38.9

485

0

16

Locked

38.6

434

0

17

Locked

38.6

265

0

18

Locked

38.9

245

0

19

Locked

38.9

258

0

20

Locked

38.9

274

0

21

Locked

38.6

260

0

22

Locked

38.6

182

0

23

Locked

38.9

263

0

24

Locked

38.9

136

0

 

 

Network Log

Time

Priority

Description

20/02/2023 14:47:24

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/02/2023 04:10:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/02/2023 14:38:55

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;

19/02/2023 11:55:18

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/02/2023 03:10:16

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2023 20:11:39

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;

16/02/2023 19:08:15

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/02/2023 16:16:47

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;

15/02/2023 23:55:18

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2023 01:03:39

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;

14/02/2023 01:03:10

notice

NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2023 18:37:22

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;

12/02/2023 11:55:18

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2023 15:00:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2023 14:46:51

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;

11/02/2023 04:59:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2023 01:23:20

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;

08/02/2023 23:55:18

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2023 14:53:21

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;

07/02/2023 11:24:22

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person
BQM is not great, neither are ATOM in the logs...... but have you checked for any “known network faults first - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for your response, jbrennand.
I will check the service status, but this intermittent issue has been going on for several months with an engineer visit and a new router in the mix. Do you have any more insight on the data posted earlier, i.e. the red blocks in the BQM indicating 100% packet loss, I assume that this means the external monitor is attempting to poll my router but gets no response and therefore could be anything from a physical line issue to the router being switch off....is that correct? Also, can you explain what the ATOM messages mean? (What is ATOM, for starters?)

jbrennand
Very Insightful Person
Very Insightful Person
Search this forum - there are loads od threads - strt here...

https://community.virginmedia.com/t5/Networking-and-WiFi/ATOM-Issues-on-Hub3/m-p/5205545

Red blocks mean the Hub is not responding to pings - so could be disconnections - but there is no evidence of any in the logs at those times suggests not - could just be a glitch in the Hub's firmware

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for your response Jbrennand.  Looks like the ATOM messages represent a know issue with Hub 3. 

Could really do with someone from VM responding on this issue. 

Last few days of having the BQM running have shown what must be worrying behaviour from my Hub...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b26aaf6c62f52be44262c106cf6b95be71...

 

jbrennand
Very Insightful Person
Very Insightful Person
What is being reported on the Network status number?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi Robhorn 👋 welcome back to the community! 

Thanks for posting. Sorry to hear you have been having some intermittent connection issues. 

Having had a look at the BQM link you posted at the top of this thread there was no data showing on there (completely blocked out in red.) This indicates there may be an outage occurring in your area - it would be good to know if you were able to check the outage line 📞0800 561 0061 or 👉 https://virg.in/service. 

However, I will need to send you a PM to confirm a few account details so we can investigate further and offer some support with this. You can find my PM in your Inbox in the top right corner of the page.  📩

We can return to this public thread with an update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

Molly