Constantly loosing internet.

[GiBB_l]

So around the 18th of March we started having the internet go down multiple times of the day. The hub3 was only around a year old. When i would sign in to virgin media and do the ‘check the service status’ for faults it gave us reasons like “the hub is t connected properly”, “intermittent signal in your area”, “the hub is in modem mode” etc.

Cables were fine into the hub, i had done resets, turned off, put it back into router mode (even though this means the whole house doesn’t get coverage). nothing worked, still constant drop outs sometimes for 10 minutes other times for an hour at a time.

On the 14th of April we had an engineer come out who replaced the hub. The next day we are having the same problems, nothing has changed. Service status check is saying the same stuff, hub isn’t connected, check cables, modem mode etc. Beyond a joke at this point and feel like it makes something up each day.

Where do i go from here? because when they come out they say everything is fine and think replacing the hub fixes the problem when clearly it doesn’t. Im trying to set up a broadband quality monitor right now but can’t even do that as the connection keeps dropping out. 

If we ring up we get someone from another country that doesn’t have a clue what they are talking about and clearly is just reading off a script. On the verge of cancelling if the problems continue which is a shame considering with been with virgin for years now. 

[GiBB_l]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a58742d382b6d3f17c2e48eab1b609d698... 

[jbrennand]

Do this...
___________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[GiBB_l]

Downstream bonded channels

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

1	139000000	6.3	38	256 qam	1
2	147000000	6.1	40	256 qam	2
3	155000000	5.9	40	256 qam	3
4	163000000	5.8	40	256 qam	4
5	171000000	6	40	256 qam	5
6	179000000	5.9	40	256 qam	6
7	187000000	6	40	256 qam	7
8	195000000	5.8	40	256 qam	8
9	203000000	5.6	40	256 qam	9
10	211000000	5.5	40	256 qam	10
11	219000000	5.4	40	256 qam	11
12	227000000	5.5	40	256 qam	12
13	235000000	5.6	40	256 qam	13
14	243000000	5.5	40	256 qam	14
15	251000000	5.5	40	256 qam	15
16	259000000	5.4	40	256 qam	16
17	267000000	5.5	40	256 qam	17
18	275000000	5.5	40	256 qam	18
19	283000000	5.5	40	256 qam	19
20	291000000	5.5	40	256 qam	20
21	299000000	5.9	40	256 qam	21
22	307000000	5.8	40	256 qam	22
23	315000000	5.8	40	256 qam	23
24	323000000	5.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	213751	62958
2	Locked	40.3	182854	40006
3	Locked	40.9	164167	31594
4	Locked	40.3	163430	27224
5	Locked	40.3	151402	22927
6	Locked	40.3	145114	20350
7	Locked	40.9	142189	19099
8	Locked	40.3	146199	19208
9	Locked	40.3	137367	17634
10	Locked	40.3	129021	15417
11	Locked	40.3	132686	15445
12	Locked	40.3	143192	21637
13	Locked	40.3	138782	19428
14	Locked	40.3	119482	11253
15	Locked	40.9	108473	9740
16	Locked	40.3	104753	9534
17	Locked	40.3	101442	9199
18	Locked	40.9	101408	9459
19	Locked	40.3	96544	7964
20	Locked	40.3	94851	7092
21	Locked	40.3	87004	6024
22	Locked	40.3	81643	5493
23	Locked	40.9	83824	4151
24	Locked	40.3	87696	3662

[GiBB_l]

Upstream bonded channels

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

1	39400000	47.5	5120	64 qam	2
2	46200000	47.3	5120	64 qam	1
3	25799962	47.5	5120	64 qam	4
4	32600000	47	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	1	1
3	ATDMA	0	0	2	1
4	ATDMA	0	0	19	1

[GiBB_l]

Network Log

Time Priority Description

16/04/2022 12:54:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:54:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:54:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:54:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:54:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:54:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:48:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:47:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:47:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:36:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:36:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 12:36:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 11:53:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 11:52:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 11:52:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 11:01:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 10:10:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 10:10:5	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 10:10:5	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2022 10:09:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[GiBB_l]

All of this and the hub is brand new, replaced on the 16th of this month. Only thing they have never replaced is the superhub 3 power brick/block. Could this be an issue? 

[jbrennand]

Power levels look ok. Errors might indicate an issue - need to start from a clean sheet - can you do this
_____________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[GiBB_l]

can do yeah but we haven’t touched the hub since the engineer replaced it a few days ago and all cables are tight and done by him. 

i’ll give it a go anyway. 

[jbrennand]

its the 0 reset that is important 🙂