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Connection drops, twice a day at least!

baldyslaphead59
On our wavelength

on ‎23-10-2021 22:21

I have a hub3 router, and everyday without fail the connection drops at least twice a day.

This has been happening for the past 3/4 weeks and although work was recently planned, and carried out in my area, the problem is still happening. I was hoping the planned work was the solution, but apparently not the case.

I have recently pin reset the router, hoping that might resolve the issue, but to no avail.

The router has not been moved from its "home" for months, and nothing new has been installed near it, so that is unlikely to be the issue.

Once I switch the router off, and back on again, the wi-fi comes back, only for the problem to re-surface again later in the day/the following day

Any ideas what the issue may be?

 

 

0 Kudos
56 REPLIES 56

baldyslaphead59
On our wavelength
In response to risc19

on ‎30-10-2021 13:06

I'm of the same opinion, waiting for VM to confirm, soon, hopefully!

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baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎30-10-2021 20:39

Another outage requiring another reboot earlier today. Another two dropped connections also, that didn't.

Come on VM, what do you suggest to fix, please!

Share Broadband Quality Monitor | thinkbroadband

Downstream bonded channels

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

1330750000338256 qam25
22027500003.240256 qam9
32107500003.240256 qam10
42187500003.240256 qam11
52267500003.440256 qam12
62347500003.240256 qam13
7242750000338256 qam14
82507500002.740256 qam15
92587500002.940256 qam16
102667500002.938256 qam17
11274750000338256 qam18
122827500003.240256 qam19
132907500003.238256 qam20
142987500003.238256 qam21
153067500003.240256 qam22
163147500003.440256 qam23
173227500003.238256 qam24
18338750000338256 qam26
19346750000338256 qam27
203547500003.238256 qam28
213627500003.240256 qam29
22370750000338256 qam30
23378750000338256 qam31
243867500003.238256 qam32



Downstream bonded channels

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

1Locked38.940
2Locked40.3170
3Locked40.370
4Locked40.350
5Locked40.350
6Locked40.350
7Locked38.950
8Locked40.3120
9Locked40.360
10Locked38.960
11Locked38.990
12Locked40.370
13Locked38.970
14Locked38.650
15Locked40.360
16Locked40.360
17Locked38.660
18Locked38.950
19Locked38.670
20Locked38.950
21Locked40.370
22Locked38.970
23Locked38.970
24Locked38.900
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baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎30-10-2021 20:40

Upstream bonded channels

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

13260000029512064 qam5
23940000029512064 qam4
34620000029512064 qam3
45370000029512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎30-10-2021 20:40

Network Log

Time Priority Description

29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos

nyeem39
On our wavelength
In response to baldyslaphead59

on ‎31-10-2021 01:12

Hi i'm having same issues as you. However with yours your upstream power levels are definitely low it did make  mine are at around 41dBmv (engineers usually sort this for you to be bewteen 38 and 48) but i am getting atom restarts just like you I'm waiting for a new hub next week I'll update you too. 

However after you get that upstream sorted i have heard that if you have it on modem mode and use a decent 3rd party router (ASUS, TP link) as atom restarts relate to the hubs processing unit (i think). It solves a lot of these issues. Of course its and extra cost which is a bit unfair since I'm sure you pay a lot and virgin wont do much to reimburse it  since intermittent issues isnt really something they really care about(I've tried believe me with customer services for 6 days and counting). 

  • But hey guess this just becomes a learning curve! Good luck!
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baldyslaphead59
On our wavelength
In response to nyeem39

on ‎31-10-2021 22:18

Well all the uploads VM have requested have as yet not been responded to so maybe a phone call is gonna be required. I also don't want the hassle of buying another router, when the one provided by the supplier should be expected to do the job. That would be a bit bit like having a dog and barking yourself. They should replace mine if the one I have isn't capable of doing the job it's supposed to! 

What's the point of VM asking for logs, if no-one is bothering to respond to them, feel like I'm wasting my time. If no response then a few phone calls will be necessary, more so as I work from home and although work have been fair with me, their patience with me will wane if these disconnections keeps happening!

Another outage again today, and also a couple of dropouts this afternoon too, not requiring a reboot, but becoming a PITA now to be honest.

Share Broadband Quality Monitor | thinkbroadband

 

 

0 Kudos

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎31-10-2021 22:19

Downstream bonded channels

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

1330750000338256 qam25
22027500003.440256 qam9
32107500003.440256 qam10
42187500003.240256 qam11
52267500003.540256 qam12
62347500003.440256 qam13
7242750000338256 qam14
82507500002.940256 qam15
92587500002.940256 qam16
102667500002.938256 qam17
11274750000340256 qam18
122827500003.240256 qam19
132907500003.440256 qam20
142987500003.438256 qam21
153067500003.440256 qam22
163147500003.440256 qam23
173227500003.238256 qam24
18338750000340256 qam26
19346750000338256 qam27
203547500003.440256 qam28
213627500003.240256 qam29
22370750000338256 qam30
23378750000338256 qam31
243867500003.238256 qam32



Downstream bonded channels

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

1Locked38.960
2Locked40.3200
3Locked40.380
4Locked40.960
5Locked40.360
6Locked40.3110
7Locked38.9120
8Locked40.370
9Locked40.380
10Locked38.960
11Locked40.370
12Locked40.350
13Locked40.320
14Locked38.9130
15Locked40.360
16Locked40.370
17Locked38.970
18Locked40.3100
19Locked38.970
20Locked40.370
21Locked40.970
22Locked38.960
23Locked38.9110
24Locked38.930
0 Kudos

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎31-10-2021 22:20

Upstream bonded channels

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

16030007029512064 qam1
23940000029512064 qam4
34620000029512064 qam3
45370000029512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎31-10-2021 22:21

Network Log

Time Priority Description

29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos

baldyslaphead59
On our wavelength
In response to baldyslaphead59

on ‎01-11-2021 07:28

Another reboot required today.

Any chance of someone looking at this or at least respond, please Virgin, as this really isn't acceptable in terms of the service I pay for, and the customer service I would expect?

 

Share Broadband Quality Monitor | thinkbroadband

Downstream bonded channels

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

1330750000338256 qam25
22027500003.240256 qam9
32107500003.440256 qam10
42187500003.240256 qam11
52267500003.440256 qam12
62347500003.440256 qam13
7242750000338256 qam14
82507500002.940256 qam15
92587500002.940256 qam16
102667500002.938256 qam17
11274750000340256 qam18
122827500003.240256 qam19
132907500003.440256 qam20
142987500003.438256 qam21
153067500003.440256 qam22
163147500003.440256 qam23
173227500003.238256 qam24
183387500002.940256 qam26
19346750000338256 qam27
203547500003.438256 qam28
213627500003.240256 qam29
22370750000338256 qam30
23378750000338256 qam31
243867500003.238256 qam32



Downstream bonded channels

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

1Locked38.960
2Locked40.350
3Locked40.340
4Locked40.350
5Locked40.960
6Locked40.350
7Locked38.950
8Locked40.340
9Locked40.940
10Locked38.960
11Locked40.360
12Locked40.350
13Locked40.340
14Locked38.900
15Locked40.950
16Locked40.350
17Locked38.960
18Locked40.300
19Locked38.900
20Locked38.950
21Locked40.340
22Locked38.950
23Locked38.960
24Locked38.900
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