on 30-06-2023 13:21
Hi,
We accidentally cut the fibre optic cable in our house last week. Virgin sent out a tech the next day and it was repaired within 20 minutes. Since then though, we've been having some stability issues with our connection. Speed is fine - it hits +300mpbs but stability seems to be intermittent. I'm seeing some pages failing to load and game matches dropping out halfway through. I've tried a factory reset to no avail.
The hub page diagnostics is showing red for WiFi Connections - might this just be an issue with my computer instead? I've also reinstalled my wifi adapter which hasn't made a difference.
Here's the router status -
Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz) | 331000000 | Locked |
Ranged Upstream Channel(Hz) | 49600000 | Ranged |
Provisioning State | Online | Operational |
Downstream bonded channels
1 | 331000000 | 4.1 | 41 | QAM 256 | 25 |
2 | 139000000 | 6 | 40 | QAM 256 | 1 |
3 | 147000000 | 5.8 | 40 | QAM 256 | 2 |
4 | 155000000 | 5.5 | 39 | QAM 256 | 3 |
5 | 163000000 | 5.3 | 39 | QAM 256 | 4 |
6 | 171000000 | 5.1 | 39 | QAM 256 | 5 |
7 | 179000000 | 5.1 | 38 | QAM 256 | 6 |
8 | 187000000 | 5.2 | 38 | QAM 256 | 7 |
9 | 195000000 | 5.3 | 38 | QAM 256 | 8 |
10 | 203000000 | 5.1 | 38 | QAM 256 | 9 |
11 | 211000000 | 5.3 | 38 | QAM 256 | 10 |
12 | 219000000 | 5.3 | 38 | QAM 256 | 11 |
13 | 227000000 | 5.1 | 38 | QAM 256 | 12 |
14 | 235000000 | 4.7 | 38 | QAM 256 | 13 |
15 | 243000000 | 4.4 | 38 | QAM 256 | 14 |
16 | 251000000 | 4.1 | 37 | QAM 256 | 15 |
17 | 259000000 | 4.2 | 37 | QAM 256 | 16 |
18 | 267000000 | 4.5 | 38 | QAM 256 | 17 |
19 | 275000000 | 4.6 | 38 | QAM 256 | 18 |
20 | 283000000 | 4.5 | 39 | QAM 256 | 19 |
21 | 291000000 | 4.6 | 39 | QAM 256 | 20 |
22 | 299000000 | 4.5 | 40 | QAM 256 | 21 |
23 | 307000000 | 4.4 | 40 | QAM 256 | 22 |
24 | 315000000 | 4.2 | 40 | QAM 256 | 23 |
25 | 323000000 | 4.2 | 40 | QAM 256 | 24 |
26 | 339000000 | 4.3 | 41 | QAM 256 | 26 |
27 | 347000000 | 4.3 | 41 | QAM 256 | 27 |
28 | 355000000 | 4.3 | 41 | QAM 256 | 28 |
29 | 363000000 | 4.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 3.9 | 41 | QAM 256 | 30 |
31 | 379000000 | 3.7 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 3 | 0 |
2 | Locked | 40 | 6 | 0 |
3 | Locked | 40 | 5 | 0 |
4 | Locked | 39 | 10 | 0 |
5 | Locked | 39 | 20 | 0 |
6 | Locked | 39 | 33 | 0 |
7 | Locked | 38 | 7 | 0 |
8 | Locked | 38 | 7 | 0 |
9 | Locked | 38 | 10 | 0 |
10 | Locked | 38 | 13 | 0 |
11 | Locked | 38 | 10 | 0 |
12 | Locked | 38 | 10 | 0 |
13 | Locked | 38 | 3 | 0 |
14 | Locked | 38 | 8 | 0 |
15 | Locked | 38 | 10 | 0 |
16 | Locked | 37 | 9 | 0 |
17 | Locked | 37 | 11 | 0 |
18 | Locked | 38 | 8 | 0 |
19 | Locked | 38 | 10 | 0 |
20 | Locked | 39 | 7 | 0 |
21 | Locked | 39 | 7 | 0 |
22 | Locked | 40 | 5 | 0 |
23 | Locked | 40 | 9 | 0 |
24 | Locked | 40 | 3 | 0 |
25 | Locked | 40 | 6 | 0 |
26 | Locked | 41 | 4 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 2 | 0 |
29 | Locked | 41 | 9 | 0 |
30 | Locked | 41 | 6 | 0 |
31 | Locked | 41 | 3 | 0 |
Upstream bonded channels
0 | 49600000 | 41.5 | 5120 | QAM 32 | 1 |
1 | 43100000 | 41 | 5120 | QAM 32 | 2 |
2 | 36600000 | 40.5 | 5120 | QAM 32 | 3 |
3 | 30100000 | 40.5 | 5120 | QAM 32 | 4 |
4 | 23600000 | 40.3 | 5120 | QAM 32 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 4 | 0 |
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network Log
30-06-2023 14:37:43 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-06-2023 12:53:50 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-06-2023 12:48:47 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-06-2023 12:44:55 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-06-2023 12:41:40 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-06-2023 12:39:52 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 21:34:31 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:47:40 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:47:08 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
29-06-2023 08:47:04 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:47:04 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:47:04 | warning | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:46:57 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:46:44 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:46:42 | notice | Honoring MDD; IP provisioning mode = IPv4 |
29-06-2023 08:46:26 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 08:46:14 | critical | Cable Modem Reboot due to power button reset |
29-06-2023 07:59:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 07:59:20 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 07:59:08 | critical | Cable Modem Reboot via RG reboot command |
29-06-2023 07:54:52 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-06-2023 07:54:40 | critical | Cable Modem do Reboot Factory reset UI |
on 02-07-2023 13:28
There is are noise issues on the 5 upstream channels, the modulation mode should be QAM 64.
Upstream bonded channels
0 | 49600000 | 41.5 | 5120 | QAM 32 | 1 |
1 | 43100000 | 41 | 5120 | QAM 32 | 2 |
2 | 36600000 | 40.5 | 5120 | QAM 32 | 3 |
3 | 30100000 | 40.5 | 5120 | QAM 32 | 4 |
4 | 23600000 | 40.3 | 5120 | QAM 32 | 5 |
on 02-07-2023 13:51
What's the solution? Should I arrange a callout
on 02-07-2023 14:39
What's your 3.1 upstream power level?
Downstream looks fine
on 02-07-2023 16:52
It’s a Hub5, you do not get the 3.1 channels displayed.
on 04-07-2023 14:46
Hi SuperhubUser, thanks for the message and welcome to the forums.
I am sorry to hear that there is an issue and when looking at the connection I cannot see any outages.
Can you confirm if this is still an issue for you and would you create a BQM here
Kind regards, Chris.
on 04-07-2023 15:51
Thanks Chris.
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/403a1d0fc697bf3bf5edb8d18e9c5...
Network log is still showing a post RS error, I'm getting some jitters but speed is absolutely fine (300/30).
Log from 10:30am - Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
The Virgin website is giving me an opportunity to book an engi - should I go through with it?
on 04-07-2023 16:03
The link has been blocked, would you be able to resubmit, You would always get a better result if you let it run over 24 hours. ^Chris.
on 04-07-2023 16:08
on 06-07-2023 08:20
Hi Chris,
Connection is mostly stable but there's still jitters and dropouts on occassion, some packet loss.
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 5 | 0 |
Log is showing T3 timeouts too
Network Log
05-07-2023 22:51:14 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-07-2023 12:06:56 | error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
04-07-2023 10:32:59 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |