Frequent connection drops

[Jhmzpwer]

Hi,

I am experiencing an issue with my hub 3 where my internet connection frequently drops. When this occurs, the power light begins to flash green, the WiFi light then shows solid green and then the internet light flashes green. I lose all internet connectivity when this happens. Eventually, the power light turns white, the other lights disappear, and the connection is (temporarily) restored.

This has been happening several times each hour and is impacting devices on both wireless and wired connections. 

I have already done the following:

- Restarted the hub several times

- Checked for any issues in my area & had Virgin check the status of my equipment (apparently no problems) 

- Performed a hard reset (pinhole) twice

- Unplugged / replugged and checked all wires

I will add the contents of my hub status page below.

Please could somebody assist?

[Jhmzpwer]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	43100036	Locked
Provisioning State	Online

[Jhmzpwer]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	4.5	40	256 qam	25
2	171000000	4.8	40	256 qam	5
3	179000000	4.8	40	256 qam	6
4	187000000	4.8	40	256 qam	7
5	195000000	4.6	40	256 qam	8
6	203000000	4.5	40	256 qam	9
7	211000000	4.5	40	256 qam	10
8	219000000	4.4	40	256 qam	11
9	227000000	3.9	40	256 qam	12
10	243000000	3.7	40	256 qam	14
11	251000000	3.2	40	256 qam	15
12	275000000	3.5	40	256 qam	18
13	283000000	3.7	40	256 qam	19
14	299000000	3.7	40	256 qam	21
15	307000000	4	40	256 qam	22
16	315000000	4.6	40	256 qam	23
17	339000000	4.8	40	256 qam	26
18	347000000	5	40	256 qam	27
19	371000000	4.4	40	256 qam	30
20	379000000	4.5	40	256 qam	31
21	387000000	4.1	40	256 qam	32
22	403000000	3.5	40	256 qam	34
23	411000000	3.9	40	256 qam	35
24	419000000	3.7	40	256 qam	36

[Jhmzpwer]

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	0	0
2	Locked	40.3	5	0
3	Locked	40.3	0	0
4	Locked	40.3	3	0
5	Locked	40.3	4	0
6	Locked	40.3	3	0
7	Locked	40.9	5	0
8	Locked	40.9	6	0
9	Locked	40.3	0	0
10	Locked	40.9	7	0
11	Locked	40.9	0	0
12	Locked	40.3	4	0
13	Locked	40.9	5	0
14	Locked	40.3	0	0
15	Locked	40.9	4	0
16	Locked	40.9	5	0
17	Locked	40.9	6	0
18	Locked	40.3	5	0
19	Locked	40.3	0	0
20	Locked	40.3	11	0
21	Locked	40.9	6	0
22	Locked	40.9	0	0
23	Locked	40.3	6	0
24	Locked	40.3	5	0

[Jhmzpwer]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100036	41.5	5120	64 qam	2
2	23599961	41.5	5120	64 qam	5
3	30100041	41.5	5120	64 qam	4
4	36599996	41.5	5120	64 qam	3
5	49600024	41.5	5120	64 qam	1

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

[Jhmzpwer]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	oA,.iyewrkldJKDHSUBsgvca6

Primary Downstream Service Flow

SFID	16330
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16329
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Jhmzpwer]

Network Log

Time	Priority	Description
11/03/2024 12:37:42	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:42	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:42	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:39	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:39	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:36	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:36	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:28	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:28	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:22	critical	16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:37:22	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:36:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:23:56	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:23:56	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:23:56	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:23:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2024 12:23:47	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Daniel_Et]

Hi @Jhmzpwer, thank you for your posts.

We're sorry to hear about the issue you're experiencing 😔

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel