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Ethernet dropping out consistently on my hub 5

sullyzk
Joining in

4 weeks ago - last edited 4 weeks ago

Hi All,

 

I'm having this issue where I keep getting major disconnects during gameplay on an ethernet cable and when streaming on the TV/ipad at night the Wi-Fi just completely drops. I have tried to Power the router on and off, factory reset and I have scheduled an engineer to come today. Below I have attatched my network monitor to show you some of the spikes I get although I gamed from about 5 til a bout 8:30 yesterday. The ethernet is connected to a port which I then plug in upstairs. I have changed the ethernet cables atleast 3-4 times as I thought this could be the problem on that side. Any advice is appreciated I am at wits end with it all now. Any information I could also pass to the engineer that you guys thing would help him would be awesome also.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fbd531d559bb202cf648cd88635930d965...

 

Thanks 

SK

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8 REPLIES 8

sullyzk
Joining in

4 weeks ago

22-05-2024 09:33:08
notice
GUI Login Status - Login Success from LAN interface
21-05-2024 17:51:12
critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 17:51:12
critical
16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 17:50:05
critical
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 17:17:17
notice
GUI Login Status - Login Success from LAN interface
21-05-2024 17:16:42
notice
GUI Login Status - Login Fail from LAN interface
21-05-2024 14:06:44
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 13:02:57
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 02:24:48
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 01:21:00
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-05-2024 13:39:04
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-05-2024 04:04:45
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 20:40:07
error
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 13:11:25
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 11:03:48
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 10:00:00
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 08:56:11
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 06:48:33
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-05-2024 05:44:45
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 13:47:35
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 12:43:46
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 10:36:07
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 09:32:19
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 06:20:53
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 04:13:16
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 22:54:13
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 21:50:24
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 20:46:35
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 18:38:58
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 14:23:43
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 04:49:25
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 00:42:14
notice
REGISTRATION COMPLETE - Waiting for Operational status
17-05-2024 00:42:10
notice
US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 00:42:05
notice
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 00:41:57
warning
DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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sullyzk
Joining in
In response to sullyzk

4 weeks ago

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37
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0 Kudos

sullyzk
Joining in

4 weeks ago

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0 Kudos

RT123
Dialled in
In response to sullyzk

4 weeks ago

Let the engineer know about the PostRS errors on the downstream (this is particularly important as the BQM shows significant packet loss at one point)

I do not work for VM, just trying to help!
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sullyzk
Joining in
In response to RT123

4 weeks ago

Thank you, I will note that down and when he arrives mention it to him. Does it look likely to be a problem on there end due to that?

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sullyzk
Joining in

4 weeks ago

UPDATE: Engineer hasn't come at 12-4 time slot allocated. Sat here for 4 miserable hours. It appears I had another lag spike and the packet loss is still there. Frusturated because I've now wasted a day sat in, when I could have done my other errands. Is it possible that they come after the 4 o'clock allocated slot? Who knows? We will find out shortly. 

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jbrennand
Very Insightful Person
Very Insightful Person
In response to sullyzk

4 weeks ago

Be sure to get compensation for the missed appointment.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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sullyzk
Joining in

4 weeks ago

UPDATE 2: Engineer tuned up at 6 for what was meant to be a 12-4 appointment. To be fair, they're probably really busy and I can't be mad at them being overloaded. He asked me what had gone on I mentioned the PostRS errors and the sudden packet loss every 5-10 times a day and he said its likely you have a dodgy refurb Hub so he's swapped that for a brand new hub 5 and so far all seems to be working well. He did check all my cabling and he said that appears to be looking fine and theres no visible signs of damage in my house, to the cabinet. I have updated the thinkbroadband monitor to reflect the change and now only time will tell. I will check the logs in a few days to see whether the pre/post rs errors have gone away. All in all looks good. 

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