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Connection issues since Fibre Optic repair (Hub 5)

SuperhubUser
On our wavelength

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)331000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.141QAM 25625
2139000000640QAM 2561
31470000005.840QAM 2562
41550000005.539QAM 2563
51630000005.339QAM 2564
61710000005.139QAM 2565
71790000005.138QAM 2566
81870000005.238QAM 2567
91950000005.338QAM 2568
102030000005.138QAM 2569
112110000005.338QAM 25610
122190000005.338QAM 25611
132270000005.138QAM 25612
142350000004.738QAM 25613
152430000004.438QAM 25614
162510000004.137QAM 25615
172590000004.237QAM 25616
182670000004.538QAM 25617
192750000004.638QAM 25618
202830000004.539QAM 25619
212910000004.639QAM 25620
222990000004.540QAM 25621
233070000004.440QAM 25622
243150000004.240QAM 25623
253230000004.240QAM 25624
263390000004.341QAM 25626
273470000004.341QAM 25627
283550000004.341QAM 25628
293630000004.141QAM 25629
303710000003.941QAM 25630
313790000003.741QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4130
2Locked4060
3Locked4050
4Locked39100
5Locked39200
6Locked39330
7Locked3870
8Locked3870
9Locked38100
10Locked38130
11Locked38100
12Locked38100
13Locked3830
14Locked3880
15Locked38100
16Locked3790
17Locked37110
18Locked3880
19Locked38100
20Locked3970
21Locked3970
22Locked4050
23Locked4090
24Locked4030
25Locked4060
26Locked4140
27Locked4100
28Locked4120
29Locked4190
30Locked4160
31Locked4130

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000041.55120QAM 321
143100000415120QAM 322
23660000040.55120QAM 323
33010000040.55120QAM 324
42360000040.35120QAM 325

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0040
1ATDMA0030
2ATDMA0000
3ATDMA0010
4ATDMA0000

Network Log

Time Priority Description
30-06-2023 14:37:43criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-06-2023 12:53:50noticeUS 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 12:48:47noticeUS 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 12:44:55noticeUS 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 12:41:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-06-2023 12:39:52noticeUS 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 21:34:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 08:47:40noticeCM-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 08:47:08noticeREGISTRATION COMPLETE - Waiting for Operational status
29-06-2023 08:47:04noticeUS 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 08:47:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 08:47:04warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 08:46:57noticeDS 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 08:46:44warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 08:46:42noticeHonoring MDD; IP provisioning mode = IPv4
29-06-2023 08:46:26criticalSYNC 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 08:46:14criticalCable Modem Reboot due to power button reset
29-06-2023 07:59:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2023 07:59:20criticalSYNC 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 07:59:08criticalCable Modem Reboot via RG reboot command
29-06-2023 07:54:52criticalSYNC 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 07:54:40criticalCable Modem do Reboot Factory reset UI
14 REPLIES 14

Client62
Legend

There is are noise issues on the 5 upstream channels, the modulation mode should be QAM 64.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000041.55120QAM 321
143100000415120QAM 322
23660000040.55120QAM 323
33010000040.55120QAM 324
42360000040.35120QAM 325

What's the solution? Should I arrange a callout

jb66
Very Insightful Person
Very Insightful Person

What's your 3.1 upstream power level?

 

Downstream looks fine

Tudor
Very Insightful Person
Very Insightful Person

It’s a Hub5, you do not get the 3.1 channels displayed.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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. 

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?

 

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. 

bqm

I'll pop by again tomorrow to see what you think. 

Thanks 👍

Hi Chris,

Connection is mostly stable but there's still jitters and dropouts on occassion, some packet loss. 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0050

 

Log is showing T3 timeouts too

Network Log

Time Priority Description
05-07-2023 22:51:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-07-2023 12:06:56errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-07-2023 10:32:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;