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Excessive internet drop outs daily

Could a VM engineer please review why we are getting 2-3 drop outs per day. This is for whole internet, wired and wifi. Requires a router restart, doesn't self heal.

Logs for last 2 days:

13/04/2020 18:58:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 18:12:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 16:40:56noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 16:40:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 15:57:7noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 11:00:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 10:53:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 09:18:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 05:24:24noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 05:05:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 04:46:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 04:46:26criticalReceived 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;
12/04/2020 15:10:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 14:17:8criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 11:32:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 08:30:6noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 08:24:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 07:08:46noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 02:12:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 01:27:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Re: Excessive internet drop outs daily

Please also post the Upstream and Downstream logs 


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Re: Excessive internet drop outs daily

Thanks so much for taking an interest.

Downstream Stats

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

11867500004.538256 qam7
21947500004.538256 qam8
32027500004.438256 qam9
42107500004.438256 qam10
52187500004.538256 qam11
62267500004.538256 qam12
72347500004.438256 qam13
82427500003.938256 qam14
92507500003.738256 qam15
102587500003.438256 qam16
112667500003.538256 qam17
122747500003.538256 qam18
132827500003.738256 qam19
142907500003.738256 qam20
152987500003.738256 qam21
16306750000438256 qam22
173147500004.138256 qam23
183227500004.138256 qam24
194027500003.438256 qam25
204107500003.738256 qam26
214187500003.738256 qam27
22426750000438256 qam28
234347500003.938256 qam29
24442750000438256 qam30



Downstream bonded channels

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

1Locked38.6720
2Locked38.9510
3Locked38.9740
4Locked38.9230
5Locked38.9180
6Locked38.9220
7Locked38.6110
8Locked38.9250
9Locked38.9130
10Locked38.6230
11Locked38.9180
12Locked38.6210
13Locked38.9100
14Locked38.9100
15Locked38.9100
16Locked38.9230
17Locked38.9270
18Locked38.6160
19Locked38.6110
20Locked38.970
21Locked38.9160
22Locked38.9120
23Locked38.9210
24Locked38.970

 

 

Upstream Stats

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1257999053.475512064 qam90
2393999673.5512064 qam88
3462000143.5512064 qam87
4326000813.475512064 qam89


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Excessive internet drop outs daily

Can a Virgin Media engineer please review.

Are there any associations with DNS issues causing the router to stall which is only recoverable from a hard reset?

Some of my colleagues have advised using a more reliable DNS to see if that helps.

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Re: Excessive internet drop outs daily

Is it still happening?


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Re: Excessive internet drop outs daily

Found an excellent review of the Hub 3 on YouTube : https://youtu.be/hAu1vETQ8RU 

Frankly, it appears the routers are plagued by faults and poor traffic management. There appears to be no fix.

I have spent out on an excellent router: https://www.tp-link.com/uk/home-networking/wifi-router/archer-ax6000/ and switched the Hub 3.0 to modem mode only. This has been rock solid since the change. The issues are clearly in the virgin router itself. I'm on my third Hub 3.0, and can't recommend using the router of this device at all.

Virgin really do need to step up, accept accountability for their router issues and issue a fix to its clients paying for a premium service. I think the customer service here has been shocking. A complaint is definitely going in for the many months of issues I have had to endure, and proved fixed by abandoning their router.

 

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Re: Excessive internet drop outs daily

They provide you with a basic residential hub to use.

90%+ of the monthly price you paid is for the speed and connection not the equipment supplied. 


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Re: Excessive internet drop outs daily

I never had such issues with BT Smart Hub, I think it's clear the equipment is deficient for today's modern households with more than a few devices.

I can only advise customers with similar issues to ditch the router and purchase one that works.

The customer services team have never offered such advice, it has to be a known issue to the VM technical team.

Just google for virgin media hub 3 router issues, it looks pretty clear that Virgin are supplying equipment to households that is unfit for purpose.

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Re: Excessive internet drop outs daily

They’re fit for purpose for most people. Mainly those that don’t care or know any different.a

For everyone else, as you’ve already said, Modem Mode with your own router is the way to go. 


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