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GKeogh
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Disconnecting and latency spikes for years, no matter what the technicians and I have tried

Hello, I currently have the Virgin Media Hub 3 and I'm experiencing multiple short disconnects and   multiple latency spikes (high ping times, pages suddenly loading slower), sometimes in the same hour.

During these outages, every device in the house disconnects at the same time. This happens for both wifi and ethernet, and happens no matter what time of day it is (even between 2-8AM, for example).

Calling up Virgin Media a while ago, on one call I was told they could see the disconnects on their end. I also set up the thinkbroadband monitor and I can see the latency spikes there.

I'm aware some dropped packets are normal, however these occur on the graph at exactly the same time as disconnects. I believe due to the short duration of them they are not accurately captured as 100% packet loss during that time, even though they are complete dropouts. Similarly, the latency spikes are so high webpage loading times-out during them:

c29841fc3b44fa6a90f9ac9b0039781edb520c9b.png

What the technicians and engineers have tried to fix this:

  • Having me reset the router
  • Sending out a new Virgin Media Hub 3 router
  • Replacing a "splitter" connecting to the router
  • Checking the box on the street that the houses connect to, no issues there
  • Replacing the wiring that connects our house and our neighbours house to the street
  • Replacing all the cables connecting the router
  • Connected a monitor directly to the router, and disconnected every ethernet device. This confirmed it's not an issue of devices in the house causing the problem.

After all this, the problems are completely solved for a few days, then they start happening again. I live in a suburban area in Dublin, Ireland, so internet dropouts are not standard.

From reading this forum and seeing the recommendation to put the Hub 3 in modem mode and using another router, I have tried that and the issue is still there. I have noticed now that the disconnects are for a much shorter time now as my own router doesn't reboot when there are problems with the connection unlike the Hub 3.

Note: this data from the VM Hub 3 is taken while I have been using it in modem mode for the past week:

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1174000000-738256qam1
2182000000-737256qam2
3190000000-737256qam3
4198000000-738256qam4
5206000000-737256qam5
6222000000-737256qam7
7230000000-738256qam8
8238000000-737256qam9
9251000000-738256qam10
10259000000-737256qam11
11474000000-637256qam12
12490000000-638256qam14
13498000000-538256qam15
14506000000-538256qam16
15514000000-538256qam17
16522000000-538256qam18
17530000000-538256qam19
18538000000-538256qam20
19546000000-538256qam21
20554000000-538256qam22
21714000000-537256qam23
22722000000-437256qam24
23730000000-438256qam25
24762000000-438256qam29

Downstream bonded channels

ChannelLocked StatusRxMER (dB) Pre RS ErrorsPost RS Errors
1Locked38.6052940204197486
2Locked37.63629400818164122
3Locked37.63629400819934274
4Locked38.60529400813077139
5Locked37.35629400813127597
6Locked37.63619601239096187
7Locked38.6051960123878362
8Locked37.63619601234626406
9Locked38.98319601212382181
10Locked37.63619601224909494
11Locked37.9361960123876179
12Locked38.6051960123662318
13Locked38.6051960123857626
14Locked38.6051960123898716
15Locked38.9831960123941521
16Locked38.6051960123908731
17Locked38.6051960124018730
18Locked38.6051960123837122
19Locked38.6051960123939925
20Locked38.605196012391236
21Locked37.6361960123829323
22Locked37.6361960124469345
23Locked38.6051960123741121
24Locked38.6052547282843328

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
153600000445.12064qam13
260200000445.12064qam14
332800000425.12064qam10
446000000445.12064qam12
539400000435.12064qam11

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
12.000280
22.000260
32.000270
42.000280
52.000200

 

Network log below (ran out of characters)

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GKeogh
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Re: Disconnecting and latency spikes for years, no matter what the technicians and I have tried

Network log

Time Priority Description

10-02-2021 10:32:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09-02-2021 23:28:29warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 44
09-02-2021 22:34:58warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
09-02-2021 21:12:47warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
09-02-2021 00:09:30warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
08-02-2021 20:12:02warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
08-02-2021 20:11:21warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 44
08-02-2021 17:35:39warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
08-02-2021 16:55:48warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
08-02-2021 16:41:52warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
08-02-2021 00:10:29warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
07-02-2021 18:27:48warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
07-02-2021 16:20:41warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
07-02-2021 15:23:37warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
07-02-2021 14:26:31warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
07-02-2021 14:17:10warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 44
07-02-2021 14:05:31warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
07-02-2021 00:07:54warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 44
06-02-2021 22:39:36warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
06-02-2021 22:14:43warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
06-02-2021 21:43:34warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
06-02-2021 21:29:01warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 44
06-02-2021 20:28:58warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
06-02-2021 19:22:59warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
06-02-2021 19:06:47warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
06-02-2021 16:55:58warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
06-02-2021 16:41:04warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
06-02-2021 15:24:19warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 36
31-01-2021 17:52:35warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 40
31-01-2021 16:59:55warning[**:**:**:**:**:**][DFS] Radar signal detected, DFS sequence applied, channel changed from 112 to 48
31-01-2021 14:18:28warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:18noticeCable Modem Reboot - CBN: Modem Mode changed, reboot system.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31-01-2021 10:56:08criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08-01-2021 13:36:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08-01-2021 12:05:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19-11-2020 11:27:31warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:02:01criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:18noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19-11-2020 08:22:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13-11-2020 12:41:43criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13-11-2020 12:41:35warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:17noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13-11-2020 12:21:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10-11-2020 13:46:21warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:18noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10-11-2020 06:54:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04-11-2020 14:16:47warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:18noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04-11-2020 11:51:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Re: Disconnecting and latency spikes for years, no matter what the technicians and I have tried

Hi, this Forum is for Virgin Media UK, not IE. 

However your power levels are below the recommended for UK Hubs at -7, so that may be something needs looked at. 

Also your logs show disconnects on the 5ghz wifi as if the Channel is too high at 112. Can this be moved manually away from the higher channels to something between 36 to 48.?  If it's too high you will get this disconnect as detailed "Radar signal detected, DFS sequence applied, channel changed from 112 to 36"  You may be close to an airfield or some other Radar station?

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