Frequent disconnections

[cirkiit]

Our Hub3 has been disconnecting a lot over the past few days, maybe every 3-4 hours. It's usually down for about 30 mins, then comes back on it's own. The Virgin connection test came back once saying there was noise on the line, but when it's connected it like it is now, it finds no issue. Current status is like this:

Downstream bonded channels

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

1	234750000	-1	40	256 qam	13
2	242750000	-0.9	40	256 qam	14
3	250750000	-0.7	40	256 qam	15
4	258750000	-0.7	40	256 qam	16
5	266750000	-0.4	40	256 qam	17
6	274750000	-0.2	40	256 qam	18
7	282750000	0	40	256 qam	19
8	290750000	0	40	256 qam	20
9	298750000	0	40	256 qam	21
10	306750000	0.4	40	256 qam	22
11	314750000	0.5	40	256 qam	23
12	322750000	1	40	256 qam	24
13	330750000	1	40	256 qam	25
14	338750000	1.2	40	256 qam	26
15	346750000	1.5	40	256 qam	27
16	354750000	1.2	40	256 qam	28
17	362750000	1.2	40	256 qam	29
18	370750000	1.2	40	256 qam	30
19	378750000	1.5	40	256 qam	31
20	386750000	1.5	40	256 qam	32
21	394750000	1.7	40	256 qam	34
22	402750000	1.5	40	256 qam	35
23	410750000	1.4	40	256 qam	36
24	418750000	1.2	40	256 qam	37

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.9	4	0
3	Locked	40.9	0	0
4	Locked	40.3	3	0
5	Locked	40.9	4	0
6	Locked	40.9	5	0
7	Locked	40.3	6	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	40.3	4	0
13	Locked	40.9	6	0
14	Locked	40.3	0	0
15	Locked	40.9	8	0
16	Locked	40.3	4	0
17	Locked	40.9	5	0
18	Locked	40.9	5	0
19	Locked	40.3	6	0
20	Locked	40.9	6	0
21	Locked	40.9	4	0
22	Locked	40.3	5	0
23	Locked	40.3	6	0
24	Locked	40.9	5	0

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

1	32600218	51	5120	64 qam	5
2	39399996	51	5120	64 qam	4
3	46199854	51	5120	64 qam	3
4	25799708	51	5120	32 qam	6

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Can anyone help?

[jbrennand]

The Up power levels are all at the top of the range and qam has dropped on one channel. This could be causing the problems. To get more info can you post up the network logs as well and set up a BQM
_____________

If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

[cirkiit]

I've setup a BQM just now and network log below   Network Log

Time Priority Description

09/08/2021 10:02:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 12:58:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 14:19:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 18:58:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 15:42:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 17:59:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 15:20:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 17:59:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:52:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 05:29:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 01:24:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:46:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:46:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:46:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:46:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:46:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 18:39:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 17:29:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Beth_G]

Morning cirkiit,

Welcome to the Community Forums. Thank you for your first post.

I'm sorry to hear you've been having issues with your broadband service over the past week and apologies for our delayed response from here. jbrennand is absolutely right - your upstream power levels are looking out of spec there. I've checked them again for you today as I've found the back end of your services and they are still not quite right. We'll need to arrange an engineer visit so this can be resolved.

I'll pop you over a PM now so I can get this arranged for you.

Beth

[John_GS]

Hi cirkiit

Thanks for posting. Apologies for the broadband issues.

From checking the system, you had a tech visit yesterday - how's the service been since?

Please let me know if you're having further issues and I'll be more than happy to help

Kind regards,

[cirkiit]

Yes, an engineer came yesterday; he removed a 6dB attenuator (this apparently was put in on install since we were the first on the street to sign up to Virgin and our signal at the time was too strong) and also fixed an issue where one of the wires in the cabinet had not been crimped down correctly. He also made some changes to our hub to increase the max attainable speed. 

All looks good so far with no dropouts 🙂

[David_Bn]

Thanks for the update @cirkitt, and we're pleased to hear all is well beyond the engineer visit.

Do please feel free to come back to us if you encounter any further issues with the services and we'll be happy to help

Kindest regards,

David_Bn