Menu
Reply
szcz3p
  • 16
  • 0
  • 0
Joining in
284 Views
Message 1 of 21
Flag for a moderator

Broadband dropping out multiple times a day

Hi Guys,

For the last 4-5 weeks we have been having issues with intermittent broadband drops throughout the day - mostly between 10am and 6-7pm. For the most part, it's rock-solid during the evenings and the night. Sometimes it drops for 10-15mins other times it's a few hours. The 'Check service status' shows no faults in the area.

I run the hub in modem mode connected to an ASUS AC68. When the connection drops we get flashing green arrows on the modem.

It's very frustrating as my partner is working from home and cannot rely on the connection for zoom calls etc and has to resort to constantly hotspoting her phone.

I have set up the BQM a couple of days ago so hopefully, you can see what I'm talking about:

My BQM 

Also here's all my hub data:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
306750000
Locked
Ranged Upstream Channel (Hz)
60300029
Locked
Provisioning State
Online
 
 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1306750000-1.937256 qam22
2202750000-435256 qam9
3210750000-3.935256 qam10
4218750000-3.535256 qam11
5226750000-3.535256 qam12
6234750000-435256 qam13
7242750000-4.535256 qam14
8250750000-435256 qam15
9258750000-3.536256 qam16
10266750000-3.436256 qam17
11274750000-2.737256 qam18
12282750000-2.237256 qam19
13290750000-237256 qam20
14298750000-237256 qam21
15314750000-1.537256 qam23
16322750000-0.737256 qam24
17330750000-0.237256 qam25
18338750000037256 qam26
19346750000-1.437256 qam27
20354750000-2.537256 qam28
21362750000-3.237256 qam29
22370750000-5.236256 qam30
23378750000-537256 qam31
24386750000-2.537256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3140
2Locked35.57412
3Locked35.54112
4Locked35.55112
5Locked35.5630
6Locked35.5670
7Locked35.7800
8Locked35.7520
9Locked36.6350
10Locked36.6230
11Locked37.669
12Locked37.6300
13Locked37.3110
14Locked37.3110
15Locked37.390
16Locked37.6110
17Locked37.6150
18Locked37.6110
19Locked37.6290
20Locked37.6170
21Locked37.3170
22Locked36.6970
23Locked37.3910
24Locked37.320

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030002951512064 qam6
23939999151512064 qam9
34620010351512064 qam8
45369995651512064 qam7



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

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



Primary Downstream Service Flow
SFID90898
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID90897
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply
szcz3p
  • 16
  • 0
  • 0
Joining in
283 Views
Message 2 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

And my hub error logs:

Network Log

Time Priority Description

08/07/2021 20:21:55criticalReceived 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;
08/07/2021 18:12:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 18:11:12criticalReceived 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;
08/07/2021 17:45:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 15:29:33criticalReceived 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;
08/07/2021 15:25:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 15:25:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 15:25:50criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 15:24:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 14:40:24criticalReceived 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;
08/07/2021 13:49:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:46:11criticalReceived 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;
08/07/2021 13:44:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:44:0criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:44:0ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:44:0criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:44:0criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:28:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:27:47criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:27:46ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
252 Views
Message 3 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

Your upstream power is too high.

VM will need to book an engineer - you have 2 options:

1: Wait here for a forum rep - can take a couple of days
2:You could call it in as a fault on 150 (or 0345 454 1111)
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
szcz3p
  • 16
  • 0
  • 0
Joining in
245 Views
Message 4 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

What are normally the causes of that? Is it faulty hub, wiring, sth else? Is it possible for a coax cable connector to cause this? Asking as I have swapped the connector on my cable to an L- shaped one since my virgin wall socket is right behind a sofa. Could that be the culprit? Or is it something outside of my home?

0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
237 Views
Message 5 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

Could be!

VM Are responsible for all cabling up to where the co-ax terminates at your hub.

If you have swapped out a connector - it *could* have introduced noise.

I'd test it with the original connectors!

Problem is - if it has introduced noise and that noise is 'infecting' the whole segment - you'd be liable! This is why VM are responsible for all co-ax and connectors!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
szcz3p
  • 16
  • 0
  • 0
Joining in
213 Views
Message 6 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

I only swapped out the connector as we had an 'accident' when moving a sofa around  and snapped the cable clean off so I fixed it using a connector I had lying around. The broadband issues didn't start till at least 3 weeks after I have done that so initially it didn't even occur to me it could be related.

I have now ordered some Cablecon 3.9 connectors and will restore the cable to its original state and hopefully that will rectify the problem. 🤞

0 Kudos
Reply
Adduxi
  • 3.19K
  • 249
  • 694
Very Insightful Person
Very Insightful Person
201 Views
Message 7 of 21
Flag for a moderator
Helpful Answer

Re: Broadband dropping out multiple times a day

A VM engineer should be remaking the cables for you as you are not allowed to work on any of the co-ax cables.  It would be a £99 non fault call out fee.  They will also check the power levels and adjust at the cabinet if necessary. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
szcz3p
  • 16
  • 0
  • 0
Joining in
188 Views
Message 8 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

Thank you for all the advice guys. I'll book an engineer appointment and hopefully that will be the end of my internet woes. I'll pop an update after the visit.

 

Just for future reference what are 'healthy' values for Upstream power levels?

0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
183 Views
Message 9 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

Between 34 and 51 dBmV



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Paul_DN
  • 6.32K
  • 363
  • 659
Forum Team
Forum Team
102 Views
Message 10 of 21
Flag for a moderator

Re: Broadband dropping out multiple times a day

Hi szcz3p,

 

Thank you for reaching out to us in our community and welcome, sorry to hear you have been having issues with your services after fixing a damaged connector yourself, I have been able to locate your account and can see you have spoken to us and we advised possible noise and that you need to check all your connections.

 

How are things now, if you are still facing the same issues and it is because of the connector we would need to arrange a technician.

 

Regards

 

Paul.

0 Kudos
Reply