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Constant disconnects

I'm getting constant short disconnects which last long enough to kick me from a host of things - steam, mumble, teams, google docs and battlenet, ftp connections will all disconnect, and web pages in the process of loading will just stop. (Which happened several times while posting this message.)

Streaming services lik netflix seem to  struggle through just fine, as long as they're started before the disconnect happens.

Not having much luck getting through to someone on the phone, so hoping I fare better here.

I've tried restarting and resetting the hub, no joy. The disconnects happen throughout the day but get a lot worse during early evening, so far.

Hub infos below:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 10.3 37 256 qam 25
2 251000000 8.5 36 256 qam 15
3 259000000 8.9 37 256 qam 16
4 267000000 8.6 37 256 qam 17
5 275000000 7.9 36 256 qam 18
6 283000000 8 37 256 qam 19
7 291000000 8.5 37 256 qam 20
8 299000000 9.4 37 256 qam 21
9 307000000 9.8 37 256 qam 22
10 315000000 10 37 256 qam 23
11 323000000 10.3 37 256 qam 24
12 371000000 11.1 37 256 qam 26
13 379000000 11.1 37 256 qam 27
14 387000000 10.5 37 256 qam 28
15 395000000 10.3 37 256 qam 29
16 403000000 9.3 37 256 qam 30
17 411000000 9.5 37 256 qam 31
18 419000000 9 37 256 qam 32
19 427000000 9.5 38 256 qam 33
20 435000000 9.4 37 256 qam 34
21 443000000 9 38 256 qam 35
22 451000000 9.5 38 256 qam 36
23 459000000 9 38 256 qam 37
24 467000000 9.5 38 256 qam 38


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 56716 4
2 Locked 36.6 3266 2
3 Locked 36.3 7251 1
4 Locked 36.6 4948 5
5 Locked 36.6 5886 25
6 Locked 36.3 6883 91
7 Locked 37.3 8091 90
8 Locked 36.6 11278 6
9 Locked 36.6 12806 14
10 Locked 36.6 17068 2
11 Locked 36.6 20874 18
12 Locked 36.3 26283 11
13 Locked 36.3 34593 41
14 Locked 36.6 35817 84
15 Locked 36.6 43351 87
16 Locked 36.6 49656 20
17 Locked 36.6 66578 25
18 Locked 36.6 79866 76
19 Locked 36.6 89566 79
20 Locked 37.3 97146 73
21 Locked 37.3 115865 25
22 Locked 37.6 115304 10
23 Locked 37.3 126682 0
24 Locked 37.6 145554 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25799967 4.85 5120 64 qam 6
2 46200000 4.175 5120 64 qam 3
3 39400000 4.15 5120 64 qam 4
4 32600000 4.15 5120 64 qam 5
5 25800069 4.15 5120 64 qam 6


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

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Message 1 of 21
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Constant dropouts, especially during early evening

I've been seeing regular dropouts where the connection with disappear briefly, only to be picked  back up shortly after.

It's long enough to kick me from a host of things - steam, mumble, teams, google docs and battlenet, ftp connections will all disconnect, and web pages in the process of loading will just stop. (Which happened several times while posting this message.)

I have noticed streaming content like youtube videos or netflix don't seem to be interrupted, though they may just be successfully handling the failure in the background.

First seen on Monday, it wasn't too bad Tues/wed but tonight it's been terrible again, almost unusably so.

This happens on both my pc (ethernet connected) and phone/tablet (wifi), and all at the same time, so doesn't appear to be a fault with my hardware. I've tried both restarting and resetting the hub (pen in hole for 60s), no joy.

I did notice that after resetting, the hub occasionally claims the default password is wrong, only to let it through on a later attempt - and I'm sure I'm entering the same values as it was just copied/pasted from the clipboard.

 

I've been unsuccessful at getting through to Virgin support on the phone, having been subjected to 2 hours of "what are you waiting for" hold music tonight, only to be hung up on just shy of the 1 hour mark twice, so...hoping this forum produces better results!

 

Anyway, please find below the down/up stream values from the hub, along with it's log.

I've also set up a BMQ, will post tomorrow once it's got some data.

Hope you can find something.

 

Downstream bonded channels

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

1259000000-1.536256 qam16
2139000000236256 qam1
31470000001.536256 qam2
4155000000137256 qam3
51630000000.736256 qam4
61710000000.736256 qam5
71790000000.537256 qam6
81870000000.436256 qam7
9195000000036256 qam8
10203000000-0.736256 qam9
11211000000-136256 qam10
12219000000-1.236256 qam11
13227000000-1.436256 qam12
14235000000-1.536256 qam13
15243000000-1.737256 qam14
16251000000-1.737256 qam15
17267000000-1.937256 qam17
18275000000-2.737256 qam18
19283000000-2.537256 qam19
20291000000-237256 qam20
21299000000-1.237256 qam21
22307000000-0.737256 qam22
23315000000-0.537256 qam23
24323000000-0.537256 qam24



Downstream bonded channels

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

1Locked36.6562574
2Locked36.632482
3Locked36.372071
4Locked37.349125
5Locked36.6583925
6Locked36.6682691
7Locked37.3802090
8Locked36.6111866
9Locked36.61270314
10Locked36.6169262
11Locked36.62069418
12Locked36.62607511
13Locked36.63429741
14Locked36.63552984
15Locked37.34299987
16Locked37.34924220
17Locked37.36599825
18Locked37.37923176
19Locked37.38884179
20Locked37.69633673
21Locked37.311492025
22Locked37.311443210
23Locked37.61255690
24Locked37.31443540

 

/e upstream and logs are coming, they don't want to seem to post..... and done.

 

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Message 2 of 21
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Re: Constant dropouts, especially during early evening

Upstream bonded channels

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

1257999674.85512064 qam6
2462000394.95512064 qam3
3394000894.9512064 qam4
4326000004.875512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: Constant dropouts, especially during early evening

Network Log

Time Priority
Description

23/07/2020 20:09:9 Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 17:42:5 Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 22:37:38 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 17:39:14 Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 02:48:0 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 19:57:53 Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 12:05:20 Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 05:21:46 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

19/07/2020 12:27:50 Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

19/07/2020 05:26:55 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 08:05:45 notice
LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:37:26 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:09:33 notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:03:22 critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:00:58 Warning!
Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:00:53 critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:00:53 Warning!
RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:00:53 critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:00:53 Warning!
RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 01:20:53 critical
No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

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Message 5 of 21
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Re: Constant disconnects

I'm guessing critical errors from 1970 don't bode well... 😮

 

Network Log
Time Priority Description
01/01/1970 00:01:34 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 18:18:27 notice LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 17:41:51 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 17:41:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 16:52:7 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 15:43:17 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:44:38 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:40:12 Warning! Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:40:9 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:45 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:31 Warning! Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:10 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:10 critical No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:8 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:39:7 Warning! Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:38:49 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:38:49 Warning! Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 00:38:47 Warning! RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

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Message 6 of 21
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Re: Constant disconnects

1970 just means the hubs rebooted and not contacted a time server yet.

But it does seem like your connection is unstable. If your wires are all tightly connected I'd suggest an engineer. 

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Message 7 of 21
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Re: Constant disconnects

Aye, everything is connected tight and right. I'll have a few more goes at getting through to someone on the phone.

I actually tried posting this last night but it seems it got swallowed by a disconnect - however it means that I've also got the hub stats from last night and I notice the downstream power levels were significantly different from the ones now (above):

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 -1.7 36 256 qam 16
2 139000000 1.9 36 256 qam 1
3 147000000 1.4 36 256 qam 2
4 155000000 0.9 36 256 qam 3
5 163000000 0.7 36 256 qam 4
6 171000000 0.5 36 256 qam 5
7 179000000 0.5 37 256 qam 6
8 187000000 0.2 36 256 qam 7
9 195000000 -0.2 36 256 qam 8
10 203000000 -0.7 36 256 qam 9
11 211000000 -1.2 36 256 qam 10
12 219000000 -1.4 36 256 qam 11
13 227000000 -1.5 36 256 qam 12
14 235000000 -1.7 36 256 qam 13
15 243000000 -1.9 36 256 qam 14
16 251000000 -2 36 256 qam 15
17 267000000 -2 36 256 qam 17
18 275000000 -2.7 36 256 qam 18
19 283000000 -2.7 36 256 qam 19
20 291000000 -2.2 37 256 qam 20
21 299000000 -1.4 37 256 qam 21
22 307000000 -0.9 37 256 qam 22
23 315000000 -0.7 37 256 qam 23
24 323000000 -0.7 37 256 qam 24


Are they supposed to vary that much?

 

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Message 8 of 21
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Re: Constant disconnects

Hi there @Kazindir

 

Welcome back to our Community - we are sorry that you've been having some issues with your broadband recently. We have also merged two of your threads into one; we do advise to only post once to avoid any duplication or confusion. 

 

Thanks so much for posting all your stats and BQM charts for us; it certainly helps our Community help you and helps us see what is happening without checking the account. 

 

However, I have managed to locate your account from your forum information and I can see that you are currently impacted by a known area issue with congestion. This can cause intermittent issues with your broadband service exactly as you have advised in your thread. 

 

The reference number for this issue is F008011668 and the estimated fix date is currently this afternoon. 

 

I have ensured that this is logged on your account for you; please do feel free to pop back to us in a couple of days if you're still having issues and we can check for updates and go through further diagnostics if the area issue has cleared. 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Message 9 of 21
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Re: Constant disconnects

Thanks Katie, that's good news; strange there's not been anything about that on the service status page though.

Also, sorry for the double post - it looked like the first had been eaten during one of my many disconnects.

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Message 10 of 21
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Re: Constant disconnects

So, after a couple of weeks of service, it's happening again, just as described originally.

F008011668 is back, or was never really fixed to begin with?

Nothing mentioned on the broadband status page but then there never was so unsure that page is worth anything.

 

 

 

 

Downstream bonded channels

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

11390000009.936256 qam1
21470000009.536256 qam2
31550000009.536256 qam3
41630000009.536256 qam4
51710000009.336256 qam5
61790000009.136256 qam6
7187000000936256 qam7
8195000000936256 qam8
92030000008.936256 qam9
102110000008.536256 qam10
112190000008.336256 qam11
122270000008.336256 qam12
132350000008.336256 qam13
142430000008.136256 qam14
15251000000836256 qam15
16259000000836256 qam16
172670000007.936256 qam17
182750000007.336256 qam18
192830000007.136256 qam19
20291000000736256 qam20
212990000007.936256 qam21
223070000008.536256 qam22
23315000000936256 qam23
243230000009.537256 qam24



Downstream bonded channels

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

1Locked36.660
2Locked36.350
3Locked36.6180
4Locked36.3180
5Locked36.310
6Locked36.360
7Locked36.380
8Locked36.680
9Locked36.3130
10Locked36.6130
11Locked36.6130
12Locked36.3140
13Locked36.6110
14Locked36.6150
15Locked36.3120
16Locked36.6210
17Locked36.6170
18Locked36.3210
19Locked36.3260
20Locked36.6210
21Locked36.6240
22Locked36.6380
23Locked36.6310
24Locked37.3320

 

Upstream bonded channels

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

1462000004.175512064 qam3
2394000004.15512064 qam4
3603000004.275512064 qam1
4537000004.25512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Network Log

14/08/2020 14:19:0criticalNo Ranging Response received
14/08/2020 09:17:15Warning!Lost MDD Timeout
14/08/2020 09:17:11criticalSYNC Timing Synchronization failure - Loss of Sync;
14/08/2020 09:17:10Warning!RCS Partial Service
14/08/2020 09:17:10critical

SYNC Timing Synchronization failure - Loss of Sync

14/08/2020 09:17:3Warning!

Lost MDD Timeout;

14/08/2020 09:16:59Warning!RCS Partial Service;
14/08/2020 09:16:59criticalSYNC Timing Synchronization failure - Loss of Sync;

etc

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