Broadband disconnects and speed issues

[stephjunco]

I have been experience disconnects and speed problems for months. It has caused many problems from being unable to connect to meetings online to my kids experience disconnects while trying to do homework and gaming. I find it has become second nature to just switch the wifi off on my phone because the internet connection on wifi  is constantly dropping or the page loading becomes unbearably slow. I have done the checks on the Virgin Media site and have rebooted the router many times. 

I am hoping someone will be able to have a look at the logs from my router to see if there is are any  obvious problem. Thank you for the help.

Stephen

Router =  Hub 3.0 

Downstream bonded channels

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

1	202750000	3.2	38	256 qam	9
2	138750000	3.5	37	256 qam	1
3	146750000	3	37	256 qam	2
4	154750000	2.7	38	256 qam	3
5	162750000	3	38	256 qam	4
6	170750000	3	38	256 qam	5
7	178750000	3.2	38	256 qam	6
8	186750000	3.4	38	256 qam	7
9	194750000	3.2	38	256 qam	8
10	210750000	3	38	256 qam	10
11	218750000	2.7	38	256 qam	11
12	226750000	2.7	38	256 qam	12
13	234750000	2.7	38	256 qam	13
14	242750000	2.5	38	256 qam	14
15	250750000	2.9	38	256 qam	15
16	258750000	3.2	38	256 qam	16
17	330750000	4.6	38	256 qam	25
18	338750000	4.6	38	256 qam	26
19	346750000	4.5	38	256 qam	27
20	354750000	4.6	38	256 qam	28
21	362750000	4.8	40	256 qam	29
22	370750000	4.5	38	256 qam	30
23	378750000	4.5	38	256 qam	31
24	386750000	4.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	419	0
2	Locked	37.6	527	75
3	Locked	37.6	263	9
4	Locked	38.6	155	9
5	Locked	38.6	288	9
6	Locked	38.6	149	0
7	Locked	38.6	114	0
8	Locked	38.9	240	0
9	Locked	38.9	522	0
10	Locked	38.6	225	8
11	Locked	38.6	150	0
12	Locked	38.9	142	0
13	Locked	38.6	194	0
14	Locked	38.9	201	0
15	Locked	38.9	166	0
16	Locked	38.6	129	0
17	Locked	38.9	92	0
18	Locked	38.9	84	0
19	Locked	38.9	83	0
20	Locked	38.9	78	0
21	Locked	40.3	67	0
22	Locked	38.9	58	0
23	Locked	38.6	40	0
24	Locked	38.9	40	0

[stephjunco]

Upstream bonded channels

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

1	36599990	47	5120	64 qam	3
2	23600029	47.5	5120	64 qam	9
3	30099975	47.3	5120	64 qam	4
4	43100024	47	5120	64 qam	2
5	49600000	47	5120	64 qam	1

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	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

Network Log

Time Priority Description

02/08/2024 01:32:8	critical	TFTP file complete - but missing mandatory TLV;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2024 01:31:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2024 01:21:28	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;
02/08/2024 01:19:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2024 01:19:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2024 01:19:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2024 01:19:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2024 06:02:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2024 03:08:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2024 16:13:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2024 15:08:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2024 04:50:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2024 03:08:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2024 21:23:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2024 15:08:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2024 04:46:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2024 16:21:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2024 16:21:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2024 16:21:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2024 05:34:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thinkbroadband Link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c8a1ee112fe7f65ca0a054d157a6a4c57f...

[Cardiffman282]

Looks like it was a busy night on the error front. Maybe it was attempting a firmware update but failing. Perhaps try a 60 second pinhole reset of the hub. 

[stephjunco]

Hi thanks for the reply. Yes, the broadband was down early in the morning because of work that Virgin was having done in my area. My alarm started beep loudly when it detected no phone services.  I have taken your advice to reset the router once again but I am pretty doubtful that this will fix months of frustration. 

[Megan_L]

Hi Stephjunco, 

Thanks for your post, I am sorry you're having this issue with your broadband services recently. 

I have had a look at your services on my side and can see there is an area outage, which is regarding a fault. 

This is due to be fixed  today - 20:00 - but please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you. 

I am sorry for any inconvenience or disruption this may be causing right now.

Thanks, 

Meg

[Client62]

Having Smart Wi-Fi enabled and having Wi-Fi Auto Channels enabled causes random dropouts for our Hub 3 because the Hub 3 is quite slow to change Wi-Fi channels.

Try with  ... ( yes I have disabled Wi-Fi modes for kit that was made 15+ years ago )

[Matthew_ML]

We understand this is frustrating and we are sorry for any issues caused in this time, 

The outage has now ended, has the service improved at all?