Daily disconnection and minor packet loss

[RSI]

Hello

I feel like this will be a long term issue so making a post here.

Background  - I've joined VM just over 2 months ago and was given a Hub 4. I've had no Issues at all until the planned maintenace in my area(16th and 18th Aug).

Since then I've had approximately 2 daily full on disconnections (a hub restart to fix). First one usually happens at 9:30, and second one around 16:00 during work days. This is especially annoying as me and my partner had multiple meetings interrupted because of it.

On top of the disconnections, I have been noticing minor packetloss during my gameplays and managed to catch them on pingplotter, as well as ThinkBroadband. Note the minor packet loss on top of the graph (https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc5e009c05aa70cce0886bb313503987af...)

I have hub 4 connected to ASUS router, and my PC is connected via ethernet and all other devices are connected via WIFI. When disconnection happens, all of them will drop out, including my phone which I manually connect to the VM Hub to ensure that its not the ASUS routers problem. 

I've called the customer helpline twice but all they offered was to restart the hub and as my internet connection was considered "connected" they couldn't offer any more help.

I've also called 0800 561 0061 just now to check for local area fault, and there aren't any.

Please shed some light on this situation, and please let me know if any logs needs to be uploaded for further diagnostics.

[jbrennand]

BQM not great but no evidence on there of network disconnections - posting the logs would normally be useful but some are reporting a firmware bug that means the Hub4 logs arent getting populated - are there recent entries in your logs - if so post them up.

There have been a few threads recently where poor connections have been down to connection of 3d party routers/switches/etc.

see message 21....

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

Have you tried just running the Hub in router mode with no connection to other equipment and see if that stabilises for the period of the "experiment".

[RSI]

Thanks for the reply

The last known disconnection was yesterday morning 29/08. I've started the BQM from 4pm onwards and not had a full-on disconnect since then. Ping plotter is showing minor but consistent packet loss still

As for your proposed experiment. I will unplug my router from the VM Hub tonight see if anything changes by tomorrow morning

I think there are some logs so here they are

3.0 Downstream channels

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

25	331000000	10.1	40.4	QAM256	25
1	139000000	12.4	40.9	QAM256	1
2	147000000	12.4	40.4	QAM256	2
3	155000000	12.2	40.4	QAM256	3
4	163000000	12.1	40.4	QAM256	4
5	171000000	11.7	39	QAM256	5
6	179000000	11.7	40.9	QAM256	6
7	187000000	11.4	40.4	QAM256	7
8	195000000	11.6	40.9	QAM256	8
9	203000000	11.4	40.4	QAM256	9
10	211000000	11.1	40.4	QAM256	10
11	219000000	10.8	40.4	QAM256	11
12	227000000	10.8	40.4	QAM256	12
13	235000000	10	40.4	QAM256	13
14	243000000	9.7	40.4	QAM256	14
15	251000000	9.6	39	QAM256	15
16	259000000	9.8	40.4	QAM256	16
17	267000000	9.1	40.4	QAM256	17
18	275000000	10.7	40.4	QAM256	18
19	283000000	10.5	40.4	QAM256	19
20	291000000	11	40.4	QAM256	20
21	299000000	10	40.4	QAM256	21
22	307000000	10.1	40.4	QAM256	22
23	315000000	9.7	40.9	QAM256	23
24	323000000	10.2	40.4	QAM256	24
26	339000000	10.5	40.4	QAM256	26
27	347000000	10.4	40.4	QAM256	27
28	355000000	10.2	40.9	QAM256	28
29	363000000	9.5	40.4	QAM256	29
30	371000000	9.7	40.9	QAM256	30
31	379000000	10.1	40.4	QAM256	31

[RSI]

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	38.983261	0	0
6	Locked	40.946209	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.946209	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

42

5.8

22568616

0

[RSI]

3.0 Upstream channels

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

1	39400000	40.5	5120 KSym/sec	64QAM	6
2	46200000	40.5	5120 KSym/sec	64QAM	5
3	32600000	41.8	5120 KSym/sec	64QAM	7
4	25800000	42.3	5120 KSym/sec	16QAM	8

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	6	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	1	0

[RSI]

Network Log Time Priority Description

Fri 27/08/2021 17:44:01	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:01	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:01	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:03	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:08	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:11	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:15	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:16	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:17	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:20	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:33	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:34	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:34	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:37	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:37	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:37	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:41	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:44:59	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:45:01	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:45:02	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 17:45:07	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 19:06:49	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/08/2021 19:30:23	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 01:53:30	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 05:52:55	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 05:53:00	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 05:53:06	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 16:29:08	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/08/2021 17:16:37	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:09:50	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:09:54	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:09:55	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:01	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:21	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:26	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:26	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:36	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:41	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:10:47	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:33:31	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:33:32	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:34:42	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:34:47	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:34:47	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:34:49	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/08/2021 07:34:50	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[RSI]

Just had some really bad packetloss as reflected on pingplotter, however not showing as full-on disconnection on BQM

[StevenDs]

Hi, you can change your router’s WiFi channel especially if your network tends to overlap with nearby networks. Restart your computer, mobile device or router to help reset the network settings and then try connecting to WiFi again. Check for any pending updates on your computer and install them. Remove and re-add the wireless network.

[RSI]

Hi

Thanks for your reply

All of this is done via Ethernet so wifi signal is not a factor here.

In addition, I've done more than 10 resets on everything in the last 5 days. Theres something else going on here

[RSI]

Disconnected the ASUS router for the night and it didn't seem to help

Also, full disconnects captured here

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bcdb0c299c0aca558f3de26d72fc6096912287c8-31-08-2021