on 04-08-2021 17:35
The last few days we've been experiencing repeated disconnections. Sometime complete disconnects, sometimes just the wifi.
Have reset and restarted the router with no improvement.
Searching the router logs I see the following errors (within the last hour):
Answered! Go to Answer
on 04-08-2021 21:17
on 04-08-2021 21:17
on 07-08-2021 11:23
Hi CLT75, thanks for your post.
Sorry to hear about the connection issues you've experienced recently. If you're still having problems at this stage it would be helpful if you could post the hub data as requested by jbrennand above. if you get back to me via PM I'll be able to take a further look into it from our side as well.
Tom
on 07-08-2021 13:09
Thanks for getting back to me @CLT75. After looking further into this and identifying stability issues with the hub I've booked the soonest appointment with an engineer.
You will find confirmation of this via your online account (virg.in/myVM) and can reschedule it from there if needed as well.
Please let us know how that goes.
Tom
on 10-08-2021 16:37
Logs (taken after a power-cycle)
Downstream Tab:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 667000000 | 6.1 | 38 | 256 qam | 33 |
2 | 539000000 | 5.5 | 37 | 256 qam | 17 |
3 | 547000000 | 5.4 | 37 | 256 qam | 18 |
4 | 555000000 | 5.6 | 37 | 256 qam | 19 |
5 | 563000000 | 5 | 37 | 256 qam | 20 |
6 | 571000000 | 5.4 | 38 | 256 qam | 21 |
7 | 579000000 | 5 | 38 | 256 qam | 22 |
8 | 587000000 | 5 | 37 | 256 qam | 23 |
9 | 595000000 | 5.4 | 38 | 256 qam | 24 |
10 | 603000000 | 5.4 | 37 | 256 qam | 25 |
11 | 611000000 | 5.6 | 38 | 256 qam | 26 |
12 | 619000000 | 5.4 | 38 | 256 qam | 27 |
13 | 627000000 | 5.5 | 38 | 256 qam | 28 |
14 | 635000000 | 5.5 | 37 | 256 qam | 29 |
15 | 643000000 | 5.5 | 37 | 256 qam | 30 |
16 | 651000000 | 6 | 38 | 256 qam | 31 |
17 | 659000000 | 5.6 | 38 | 256 qam | 32 |
18 | 675000000 | 6.1 | 38 | 256 qam | 34 |
19 | 683000000 | 6.5 | 38 | 256 qam | 35 |
20 | 691000000 | 6.3 | 38 | 256 qam | 36 |
21 | 699000000 | 6.5 | 38 | 256 qam | 37 |
22 | 707000000 | 6.8 | 38 | 256 qam | 38 |
23 | 715000000 | 7 | 38 | 256 qam | 39 |
24 | 723000000 | 7.4 | 38 | 256 qam | 40 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 6822 | 35 |
2 | Locked | 37.6 | 50826 | 1125 |
3 | Locked | 37.3 | 43515 | 818 |
4 | Locked | 37.6 | 36095 | 497 |
5 | Locked | 37.3 | 30695 | 357 |
6 | Locked | 38.6 | 24608 | 270 |
7 | Locked | 38.6 | 20778 | 207 |
8 | Locked | 37.6 | 17982 | 129 |
9 | Locked | 38.6 | 14902 | 146 |
10 | Locked | 37.6 | 13414 | 124 |
11 | Locked | 38.6 | 11760 | 36 |
12 | Locked | 38.6 | 11282 | 34 |
13 | Locked | 38.6 | 11130 | 40 |
14 | Locked | 37.6 | 11666 | 34 |
15 | Locked | 37.6 | 11104 | 38 |
16 | Locked | 38.6 | 9682 | 45 |
17 | Locked | 38.6 | 8481 | 58 |
18 | Locked | 38.6 | 4658 | 13 |
19 | Locked | 38.6 | 2893 | 6 |
20 | Locked | 38.9 | 1823 | 0 |
21 | Locked | 38.6 | 1224 | 0 |
22 | Locked | 38.6 | 802 | 0 |
23 | Locked | 38.9 | 581 | 0 |
24 | Locked | 38.6 | 435 | 0 |
Upstream Tab:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800092 | 41 | 5120 | 64 qam | 6 |
2 | 32599971 | 41 | 5120 | 64 qam | 5 |
3 | 39399947 | 42.5 | 5120 | 64 qam | 4 |
4 | 46200065 | 42.5 | 5120 | 64 qam | 3 |
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 |
on 10-08-2021 16:38
Network:
Network Log
Time Priority Description
10/08/2021 15:28:48 | notice | LAN login Success;CM- |
10/08/2021 12:14:36 | Warning! | RCS Partial Service;CM- |
10/08/2021 04:08:46 | critical | No Ranging Response received - T3 time-out;CM- |
09/08/2021 08:52:35 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM- |
09/08/2021 07:16:53 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- |
09/08/2021 07:16:11 | Warning! | Lost MDD Timeout;CM- |
09/08/2021 07:16:6 | Warning! | RCS Partial Service;CM- |
09/08/2021 07:16:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM |
09/08/2021 07:16:5 | Warning! | RCS Partial Service;CM- |
09/08/2021 07:16:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM |
09/08/2021 07:14:29 | Warning! | RCS Partial Service;CM- |
09/08/2021 07:14:7 | Warning! | Lost MDD Timeout;CM- |
09/08/2021 07:14:3 | Warning! | |
09/08/2021 07:14:3 | Warning! | RCS Partial Service;CM- |
09/08/2021 07:14:3 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM- |
09/08/2021 07:13:59 | Warning! | RCS Partial Service;CM- |
09/08/2021 07:01:45 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- |
09/08/2021 06:59:47 | Warning! | Lost MDD Timeout;CM- |
09/08/2021 06:59:46 | critical |
on 10-08-2021 16:50
Still getting disconnects despite an engineer visit 😞
on 12-08-2021 17:17
Hi CLT75,
Thank you for reaching out to us and welcome to our community, sorry to hear you are still facing drop outs. I have had a look our end and cannot see any issues at all, since your Technician visit all your levels look great with no errors showing.
The only potential issue I have found is some of your devices do have a very low WIFI connection which could be causing them to lose connection, we do have our Intelligent WIFI which comes with our WIFI pods and will improve the connection all over the property with up to 3 pods, you can find out more here.
Regards
Paul.