Menu
Reply
Highlighted
  • 10
  • 0
  • 0
Tuning in
91 Views
Message 1 of 8
Flag for a moderator

Frequent breaks in audio in both modem and router modes

New Super Hub 3 installed a couple of months ago. All was basically working except that when watching Internet video or doing Zoom etc calls, there would be regular short (1s?) breaks in the audio. At least a few per hour, sometimes more.

As you've all found out, no point in trying to call or chat with VM help desks. Virgin seems to have treated the pandemic as an excuse to stop manning help in any meaningful way.

By the way, a few days ago, the Super Hub 3 stopped working in modem mode - not recoverable by restarts or even reboot to factory settings. It's now working OK in router mode - but still with the problem of these audio dropouts.

The dropouts happen on several different devices, both wired and over WiFi.

Any help on how to read the logs would be useful.

0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
87 Views
Message 2 of 8
Flag for a moderator
Helpful Answer

Re: Frequent breaks in audio in both modem and router modes

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
86 Views
Message 3 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Tuning in
79 Views
Message 4 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

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

113900000010.338256 qam1
21470000009.638256 qam2
3155000000938256 qam3
41630000008.938256 qam4
51710000008.838256 qam5
61790000008.338256 qam6
71870000008.138256 qam7
81950000008.138256 qam8
92030000008.138256 qam9
102110000007.838256 qam10
112190000007.638256 qam11
12227000000838256 qam12
13235000000838256 qam13
142430000007.638256 qam14
152510000007.538256 qam15
162590000007.838256 qam16
172670000007.538256 qam17
18275000000738256 qam18
192830000007.138256 qam19
202910000007.138256 qam20
212990000007.538256 qam21
22307000000738256 qam22
233150000006.838256 qam23
24323000000740256 qam24



Downstream bonded channels

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

1Locked38.6310
2Locked38.6250
3Locked38.6410
4Locked38.9330
5Locked38.6290
6Locked38.6390
7Locked38.6210
8Locked38.6350
9Locked38.9130
10Locked38.6290
11Locked38.9230
12Locked38.9270
13Locked38.9230
14Locked38.6340
15Locked38.9290
16Locked38.6170
17Locked38.9310
18Locked38.6300
19Locked38.9330
20Locked38.9370
21Locked38.9240
22Locked38.9300
23Locked38.9320
24Locked40.3330
0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Tuning in
73 Views
Message 5 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

Sorry - that took a while because of HTML issues in the post. But thanks for helping! BTW, Tuesday 10th is when I had to restart everything and do factory resets.

 

Upstream bonded channels

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

1603000004.7512064 qam1
2394000004.625512064 qam4
3462000004.65512064 qam3
4537000004.7512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID7286
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID7285
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

12/11/2020 14:25:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:45:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 12:35:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 12:18:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 12:12:36noticeSW download Successful - Via Config file
10/11/2020 12:10:35noticeSW Download INIT - Via Config file
10/11/2020 00:59:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 00:50:49criticalReceived 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;
10/11/2020 00:47:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 00:47:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 00:47:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 00:47:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 00:47:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 17:12:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 23:51:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 06:28:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 23:51:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 04:58:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 12:07:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 11.46K
  • 889
  • 1.46K
Alessandro Volta
63 Views
Message 6 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

BQM ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Tuning in
59 Views
Message 7 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

Sorry - I was waiting for some data. But here's the live link

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/d6120721182ce264a71b06bb0d5983962a... Broadband Ping[/url]

 

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Tuning in
27 Views
Message 8 of 8
Flag for a moderator

Re: Frequent breaks in audio in both modem and router modes

Sorry, just realised that this wasn't the best link to the BQM. Trying again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d6120721182ce264a71b06bb0d5983962a...

d6120721182ce264a71b06bb0d5983962aca3ac5" /></a>

0 Kudos
Reply