Failing router

[CandCandM]

Hi, We've had our Hub3 for probably 3 years now. It's started to fail increasingly often- initially the wifi went down requiring a power reset, but now the ethernet connections to other (smart) TVs also have started to intermittently fail also. Things improved temporarily after a full factory reset but the problems recur. It's the 250MB package upgraded to 350Mbs through volt. I'm (yet again) typing this by linking to my mobile phone. I guess we need a service visit or a new Hub?

[jbrennand]

Lets see the connection data - can you do this...

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[CandCandM]

thanks! actually working well this morning...😀

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

1	387000000	1	40	256 qam	32
2	203000000	1	40	256 qam	9
3	211000000	1	38	256 qam	10
4	219000000	1	38	256 qam	11
5	227000000	0.7	38	256 qam	12
6	235000000	0.7	38	256 qam	13
7	243000000	0.5	38	256 qam	14
8	251000000	0.4	40	256 qam	15
9	259000000	0.5	38	256 qam	16
10	267000000	0.7	40	256 qam	17
11	275000000	0.7	40	256 qam	18
12	283000000	0.9	40	256 qam	19
13	291000000	1	38	256 qam	20
14	299000000	1.2	38	256 qam	21
15	307000000	1	40	256 qam	22
16	315000000	0.7	38	256 qam	23
17	323000000	0.7	40	256 qam	24
18	331000000	0.7	40	256 qam	25
19	339000000	0.7	40	256 qam	26
20	347000000	0.7	38	256 qam	27
21	355000000	0.7	38	256 qam	28
22	363000000	0.7	40	256 qam	29
23	371000000	0.9	40	256 qam	30
24	379000000	1	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	189534	104
2	Locked	40.3	25546209	7643854
3	Locked	38.9	55401778	10522054
4	Locked	38.9	92193133	17891216
5	Locked	38.9	148606686	8325058
6	Locked	38.9	3898254	0
7	Locked	38.9	58552951	16001246
8	Locked	40.3	55498411	7856491
9	Locked	38.9	87892978	8011944
10	Locked	40.3	1672	1480
11	Locked	40.3	34496624	534052
12	Locked	40.9	24696669	5545806
13	Locked	38.9	28974945	322
14	Locked	38.9	23695257	22854
15	Locked	40.3	21015156	1162253
16	Locked	38.9	16300656	1095
17	Locked	40.3	18122680	7101239
18	Locked	40.3	17014139	7409496
19	Locked	40.3	8089635	154
20	Locked	38.9	2283878	113
21	Locked	38.9	1989120	103
22	Locked	40.3	1007597	102
23	Locked	40.9	356175	103
24	Locked	40.3	63712	94

 

Upstream bonded channels

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

1	23600000	40.8	5120	64 qam	5
2	49600000	42.3	5120	64 qam	1
3	43100000	42	5120	64 qam	2
4	30100000	41	5120	64 qam	4
5	36600000	41.5	5120	64 qam	3

[CandCandM]

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

Time Priority Description

12/05/2023 20:20:46	Warning!	RCS Partial Service;CM-MAC=-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:20:42	Warning!	Lost MDD Timeout;CM-MAC=e-;CMTS-MAC=-;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:20:13	Warning!	RCS Partial Service;CM-MAC=-;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:20:7	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:19:11	Warning!	RCS Partial Service;CM-MAC=*****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:19:4	Warning!	Lost MDD Timeout;CM-MAC=****;CMTS-MAC=0****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:19:0	Warning!	RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:55	Warning!	Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:45	Warning!	RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:44	Warning!	Lost MDD Timeout;CM-MAC=****;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:12	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:11	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:6	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:18:2	Warning!	Lost MDD Timeout;CM-MAC=****;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:17:51	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:17:46	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:17:14	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:17:14	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:16:51	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12/05/2023 20:16:49	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Lets see the BQM link.

Stats ok except high RS errors - need to reset them - do this.

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and any T3 ones) you have a problem (noise) that only a Tech visit will sort.

[CandCandM]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/acc501e903c1edeb8b09e883de6d64db22... 

thanks again!  That's the thinkbroadband link I hope - we were away so no usage until 4pm today but it looks okay? . will try the above reset / cable check soon. 🙂

[Daniel_Et]

Hi @CandCandM 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problems you've been experiencing 😔

How have things been since you last posted? Also, has trying the reset and cable check made any difference?

General advice on fixing internet problems can be found here.

Please pop back to us whenever you're ready and we'll do our very best to help.

Regards,
Daniel