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Continual disconnections - does this look right in any way?

daveboulden
On our wavelength

I've been a customer since the Telewest/Blueyonder days and this is the first time I've had such a bad run of connectivity. I think my Hub 4 may be failing. I have checked all connections to my kit internally. I have the Hub 4 in  router mode feeding an Asus RT-AX89X which in turn connects to a the rest of my internal network via an 10Gbit SFP+ connection to a Mikrotik CRS328-24P-4S+. When a disconnection occurs, I have tested running a speed test on my Asus router (being the nearest item connected to the hub) and it times out and won't work until the hub reconnects, leading me to believe the Hub 4 is the culprit of the issues as the postcode-based checker claims there are no issues in my area (ME10 4UT).

I have seen the convention is to set up a BQM, so here's the last 24hrs on the one I set up yesterday:

My Broadband Ping - VirginMedia Gig1

Does this in any way look normal or point to the Hub 4 being the likely culprit?

27 REPLIES 27

and upstream:

 

3.0 Upstream channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
12360000043.55120 KSym/secQAM6411
23660000044.55120 KSym/secQAM647
330100000445120 KSym/secQAM648
44310000044.85120 KSym/secQAM646
54960000044.85120 KSym/secQAM645

 

3.0 Upstream channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

 

3.1 Upstream channels
ChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation
1210.449.12KQAM128

 

3.1 Upstream channels
ChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts
12OFDMA20853.410

Not that it’ll make much difference, the DS 3.1 channels are missing. From what is seen so far, those stats look fine. Was the Internet behaving well at that time?

Seph - ( DEFROCKED - My advice is at your risk)

It's difficult to tell as the connection is up and down every few minutes, so it would have disconnected more than once whilst I was copying and pasting the tables into my reply.

Just for completeness, these are the DS 3.1 channel stats:

3.1 Downstream channels
ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)
411924K3736QAM4096759
      
      
3.1 Downstream channels
Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)
41Locked424.632707137404576

I can see that you are trying to help daveboulden , Sephiroth  but the issue is hard to catch. As I said in my post, I have had at least four engineers out (some a couple of times) and they all found no issue as everything was in spec, but this was after that particular issue had resolved itself and all was calm.
Even when the issue is happening, the net itself is random with its on/off state, so trying to catch it in the off state is nigh on impossible. If you have the ability, use samknows to check their router for disconnects as mine was showing.

Hi @daveboulden 

Welcome back to the community forums.

Sorry to hear about your connection concerns. We can see on the system on our side that you've already been in touch with the team and have a visit arranged to investigate this further.

Please do keep us posted with how it goes and we'll offer any further support should you need it. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Itzanotheruser
On our wavelength

Might have a bit of an idea @daveboulden , whilst on the phone (mobile because the landline is useless in one of these .... issues times, cant keep a line open to get through the security checks) and in relation to my various issues, they had me do a pinhole reset at 4pm .. and I am not sure if it just happened to fix itself when this happened, or it did actually help but heres my BQ monitor for earlier...

075d6f6358bbc9d8aaa554d2b64f856ae7d983d9-22-10-2024 (1).png

This is not a fix by any stretch, but if it gets you back on a solid connection for a short while, it might stop you going mad.

Thanks for the suggestion. As it happens, I did actually already do that yesterday and it did briefly give me a slightly more usable connection for about 30 mins or so, but then it was straight back to the heavy packet loss. 

I have and engineer coming for a visit on Thursday, so hopefully something can be resolved then. I'll post here with any outcome.

Fingers, toes and anything not tied down on my table is getting crossed for you.
If whatever they do works in the short term, leave it for best part of a month before you can call it fixed as mine can be good for a week or two, then <expletive> for a time .. hours or days.
I genuinly thought I had got rid of this issue, until yesterday. Hey ho .....

daveboulden
On our wavelength

The engineer came promptly this morning and straight away swapped out my Hub 4 for a Hub 5. It has initially been much better for about 5 hours, but just in the last hour, the packet loss is back again:


My Broadband Ping - VirginMedia Gig1

 

You can clearly see when the hub was swapped out at around 8:30 am. However, at 2:30pm-ish, they seem to be back. 

Upon checking the network log on the hub, it seems to coincide almost exactly with a "US Profile assignment change" (the rows in bold):

Network Log

Time Priority Description
24-10-2024 14:55:03noticeGUI Login Status - Login Success from LAN interface
24-10-2024 14:42:01noticeGUI Login Status - Login Success from LAN interface
24-10-2024 14:37:18noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2024 14:32:15noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2024 09:58:19noticeGUI Login Status - Login Success from LAN interface
24-10-2024 09:09:06errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2024 09:00:39noticeGUI Login Status - Login Success from LAN interface
24-10-2024 09:00:28noticeGUI Login Status - Login Success from LAN interface
24-10-2024 08:59:37noticeGUI Login Status - Login Success from LAN interface
24-10-2024 08:45:52noticeREGISTRATION COMPLETE - Waiting for Operational status

What is a "US Profile assignment change"? It seems to be very linked to the issue I have been experiencing.

Sephiroth
Alessandro Volta

This is rather complex.  To keep it simple, the VM end (CMTS) sees issues with upstream data integrity and sets boundaries with which the hub can work.  IUC 13 is 16QAM and most failure tolerant, IUC 12 is faster (I don't know the modulation width) and IUC 13 even faster.  The 5 minute gap between messages is standard as the CMTS takes another look at your hub's upstream data integrity.

To muddy the waters further, "IUC" stands for Interval Usage Code and that's even more complex, on which I won't elaborate.

In short, it seems that your problem lies with the upstream and your neighbours will likely have the same.

Seph - ( DEFROCKED - My advice is at your risk)