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MonkeyDucky
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Deteriorating Service

For a number of years, Virgin Media was head and shoulders above BT-line service providers for Broadband in my area.  Loss of service was few and far between which was a real improvement over other providers.

However, service drop outs are daily at the moment and we've already had an engineer out once a couple of months ago.  He moved our connection in the local street box to a different one and advised the signal strength was better.  However, seems like we run into problems daily again.

I suspect that the Superhub 3.0 may be the problem as it is 4+ years old now.  How can I go about receiving a replacement hub to try and address my frequent losses in service?

As I continue to work from home currently, service loss is a huge issue for me.

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Andruser
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Message 2 of 15
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Re: Deteriorating Service

Faulty hubs do happen, but they're much rarer than noise or power level problems.  VM staff seem to frequently replace hubs when it seems that the hub is not faulty, and unsurprisingly the fault persists.  

You'd be better off posting your hub's status data here (for Downstream, Upstream, and Network log) making sure it is pasted as text not screenshots.  Then we can take a look for evidence of underlying problems and possible causes.

I presume you've tried restarting the hub, and using the pinhole reset option if a restart gave no benefit?

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MonkeyDucky
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Message 3 of 15
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Re: Deteriorating Service

Thanks for your response.

Yes, hub restarts and a full reset seem to help with addressing loss of service issues short-term (ie, once it reboots service is generally re-established, before the next drop out).  However, this seems to address the initial loss of service and not provide any prolonged/sustained uninterrupted service.  I would hope to have days and weeks of no loss of service, like i used to, not hours before the next issue.

I'm not sure how to source the data you mention.  Any tips on how to get that so I can post as text as you suggest?

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Andruser
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Message 4 of 15
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Re: Deteriorating Service

Connect to the hub by copying and pasting 192.168.0.1 into a browser address bar.  That should pull up a log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log.

Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

From what you describe it sounds like you've got an upstream noise or power issue - usually they are straightforward to get fixed.

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MonkeyDucky
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Re: Deteriorating Service

OK, data to follow.

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MonkeyDucky
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Re: Deteriorating Service

Downstream bonded channels

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

1330750000-337256 qam25
2250750000-3.736256 qam15
3258750000-3.536256 qam16
4266750000-3.536256 qam17
5274750000-336256 qam18
6282750000-2.736256 qam19
7290750000-2.936256 qam20
8298750000-2.536256 qam21
9306750000-2.737256 qam22
10314750000-2.736256 qam23
11322750000-2.736256 qam24
12378750000-2.737256 qam26
13386750000-337256 qam27
14394750000-337256 qam28
15402750000-3.437256 qam29
16410750000-337256 qam30
17418750000-337256 qam31
18426750000-3.237256 qam32
19434750000-337256 qam33
20442750000-337256 qam34
21450750000-337256 qam35
22458750000-3.237256 qam36
23466750000-3.737256 qam37
24474750000-3.937256 qam38



Downstream bonded channels

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

1Locked37.300
2Locked36.350
3Locked36.360
4Locked36.320
5Locked36.340
6Locked36.600
7Locked36.650
8Locked36.650
9Locked37.340
10Locked36.650
11Locked36.660
12Locked37.300
13Locked37.660
14Locked37.680
15Locked37.610
16Locked37.6120
17Locked37.390
18Locked37.610
19Locked37.680
20Locked37.680
21Locked37.370
22Locked37.370
23Locked37.660
24Locked37.630
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MonkeyDucky
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Message 7 of 15
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Re: Deteriorating Service

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
32600000
5.7
5120
64 qam
5

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MonkeyDucky
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Message 8 of 15
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Re: Deteriorating Service

Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0

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MonkeyDucky
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Message 9 of 15
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Re: Deteriorating Service

Network Log
Time
Priority
Description
01/10/2020 18:55:30
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:30
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:10
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:10
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:44:53
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:44:52
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:43:45
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:43:43
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:42:39
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:41:59
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;
01/10/2020 11:27:20
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:19
Error
TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:19
Warning!
Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:18
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:50
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:25:48
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:19:33
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;

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MikeRobbo
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Message 10 of 15
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Re: Deteriorating Service

Only one Upstream Channel and the Power level on that is far too high (Max 5.1dBmV)

You need an engineer to put things right.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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