Connection issues since Fibre Optic repair (Hub 5)

[SuperhubUser]

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

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

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

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

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

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

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

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Time Priority Description

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

[Client62]

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

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

[SuperhubUser]

What's the solution? Should I arrange a callout

[jb66]

What's your 3.1 upstream power level?

Downstream looks fine

[Tudor]

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

[Chris_W1]

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. 

[SuperhubUser]

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?

[Chris_W1]

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. 

[SuperhubUser]

bqm

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

Thanks 👍

[SuperhubUser]

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

0	ATDMA	0	0	0	0
1	ATDMA	0	0	5	0

Log is showing T3 timeouts too

Network Log

Time Priority Description

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;