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OhDearItBroke
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Connection dropping frequently

Previously I posted here on the forum because it seemed the best way to reach knowledge customer service reps. The outcome of that was two engineer visits and the dropouts were less frequent and the cable connection stayed up, although the Hub 3 wireless was so abyssmal that it would still sometimes lock the router up. I bought a Netgear Nighthawk and shoved the Hub 3 into modem mode and things were great for a while.

Since the turn of the year however, things are awful. It's not the wi-fi at fault here, it's the network connection. I'll post the BQM and network status logs below.

Anything else I can try, or does this just need punted to virgin? And can some of the super forum moderators flag it? Pretty please? 👼

Today: TodayToday

 

 

Yesterday:

YesterdayYesterday

 

 

And here's the first day it got really bad, 7th January:

7th January7th January

 

Days in between are similar.Hub restarted itself 24 minutes ago (not sure if this was triggered by the service checker on the website or not, not by me though) and this is the figures since:

 

Downstream bonded channels

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

1219000000-4.238256 qam11
2139000000-3.238256 qam1
3147000000-3.238256 qam2
4155000000-3.538256 qam3
5163000000-3.738256 qam4
6171000000-3.938256 qam5
7179000000-3.938256 qam6
8187000000-3.938256 qam7
9195000000-438256 qam8
10203000000-438256 qam9
11211000000-3.938256 qam10
12227000000-4.238256 qam12
13235000000-4.538256 qam13
14243000000-4.538256 qam14
15251000000-4.938256 qam15
16259000000-4.938256 qam16
17267000000-4.938256 qam17
18275000000-538256 qam18
19283000000-538256 qam19
20291000000-4.738256 qam20
21299000000-4.538256 qam21
22307000000-4.538256 qam22
23315000000-4.438256 qam23
24323000000-4.238256 qam24



Downstream bonded channels

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

1Locked38.9130502
2Locked38.945631090
3Locked38.64821494
4Locked38.627730
5Locked38.94150
6Locked38.910
7Locked38.900
8Locked38.960
9Locked38.960
10Locked38.970
11Locked38.930
12Locked38.950
13Locked38.670
14Locked38.950
15Locked38.900
16Locked38.900
17Locked38.960
18Locked38.950
19Locked38.950
20Locked38.660
21Locked38.940
22Locked38.9190
23Locked38.6200
24Locked38.65

0

 

Upstream bonded channels

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

13260011746.5512064 qam13
23939997446.5512064 qam12
34620002946.5512064 qam11
45370001446.5512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
Time Priority Description
18/01/2021 14:56:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:50:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:50:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:49:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:49:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:49:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:49:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:48:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:48:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:48:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:48:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:47:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:46:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

It's worth pointing out the obvious that there hasn't been a blip since the hub was restarted, hence the low RS error count. I kept some logs from one of the bad days and after an hour, the post RS error count was ~30k-200k per channel.

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jbrennand
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Message 2 of 6
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Re: Connection dropping frequently

Awful ! ok will do 🙂

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
OhDearItBroke
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Message 3 of 6
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Re: Connection dropping frequently

Nothing new to add really, but the Hub reset itself 12 minutes ago and this is the downstream since then:

Downstream bonded channels

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

1219000000-14.734256 qam11
2139000000-14.733256 qam1
3147000000-1533256 qam2
4155000000-15.233256 qam3
5163000000-1534256 qam4
6171000000-15.533256 qam5
7179000000-15.533256 qam6
8187000000-14.834256 qam7
9195000000-14.734256 qam8
10203000000-14.734256 qam9
11211000000-14.534256 qam10
12227000000-14.534256 qam12
13235000000-15.234256 qam13
14243000000-1534256 qam14
15251000000-15.533256 qam15
16259000000-15.533256 qam16
17267000000-15.334256 qam17
18275000000-15.534256 qam18
19283000000-15.334256 qam19
20291000000-14.435256 qam20
21299000000-13.835256 qam21
22307000000-13.934256 qam22
23315000000-13.535256 qam23
24323000000-13.835256 qam24



Downstream bonded channels

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

1Locked34.918011189412
2Locked33.818152799524
3Locked33.418287098664
4Locked33.418201094640
5Locked34.4180832101255
6Locked33.8174684105898
7Locked33.9180721101649
8Locked34.318049089202
9Locked34.318039891295
10Locked34.417998689569
11Locked34.918004493019
12Locked34.417988588326
13Locked34.318011389485
14Locked34.317996389584
15Locked33.818039887988
16Locked33.918076791308
17Locked34.317989087883
18Locked34.417987183065
19Locked34.417980984842
20Locked3517977979284
21Locked3517967675458
22Locked34.917962175632
23Locked3518001372751
24Locked3517995771775

 

Probably the worst I've seen it yet 😞 At the least the BQM graph is looking amusingly pretty...

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Paul_DN
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Re: Connection dropping frequently

Hi OhDearItBroke,

 

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear you are having drops in your connection, I have had a look at things our end and can see most of your downstream power levels are out, this can be due to a loose connection, can you check all your internal connections are hand tight including any splitters ETC.

 

Regards

 

Paul.

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OhDearItBroke
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Message 5 of 6
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Re: Connection dropping frequently

@Paul_DN

I've checked all the connections and they are all as tight I can manage by hand. I can't see any damage to the the cables anywhere either. The last time an engineer was out he fitted both a 4dB wideband equaliser and a 4dB forward path equaliser to the hub. Both are firmly secured, but it makes me wonder if it is possible things have changed at the cabinet?

It's been completely unusable all day today. Anything else I can do?

For the lolz, here's today's graph:

19th January19th January

 

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Paul_DN
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Re: Connection dropping frequently

Hi OhDearItBroke,

 

 

I will be more than happy to arrange a technician for you as the cable check hasn't made a difference, so I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 


Regards

 

Paul.

 

 

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