Hub 3.0 losing connection

[indie212]

Hi We have had virgin installed since March and have always had issues with wifi dropping out on all devices. We have had three engineer visits, new coax cables installed from the virgin box outsid ethe house, new Hub 3.0 and even a new fibre cable installed to the house. We are still experiencing drop outs on wifi. has happened every day for the last two weeks at any time of the day but most recently at night requiring the hub to be turned on and off to reset the wifi. The last engineer has now asked that I start again with customer service to report an issue but it means I need to start from the very beginning with a hub ests etc. How do I get help directly from Virgin to sort the problem or has anyone had similar issues and found a solution?

[-tony- · Accepted solution]

1st and most important question is do wired connections drop - if you dont have any wired connections what do the hub lights do when wifi drops

if its just a wifi problem then i am amazed that they have replaced this and that as they gave been wasting your and there time

however if wired connections drop or put another way the connection to the hub drops then thats a different matter

have you set up a bqm - if you have post the link - if not set one up and give it 24 hours to populate - if you get drops in that time it will show if its the connection

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[indie212]

Hi Tony

Thanks for the reply The figures are:

Downstream bonded channels

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

1	419000000	3.4	40	256 qam	32
2	203000000	5	40	256 qam	9
3	211000000	4.8	40	256 qam	10
4	219000000	5	40	256 qam	11
5	227000000	4.9	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.4	40	256 qam	14
8	251000000	4.3	40	256 qam	15
9	259000000	4	40	256 qam	16
10	267000000	3.9	40	256 qam	17
11	275000000	3.5	40	256 qam	18
12	283000000	3.5	40	256 qam	19
13	291000000	3.2	40	256 qam	20
14	299000000	3.5	38	256 qam	21
15	307000000	3.4	40	256 qam	22
16	315000000	3.4	40	256 qam	23
17	323000000	3.5	40	256 qam	24
18	363000000	3.7	40	256 qam	25
19	371000000	3.5	40	256 qam	26
20	379000000	3.5	38	256 qam	27
21	387000000	3.5	38	256 qam	28
22	395000000	3.5	38	256 qam	29
23	403000000	3.5	40	256 qam	30
24	411000000	3.7	40	256 qam	31

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	40.9	4	0
4	Locked	40.3	3	0
5	Locked	40.3	5	0
6	Locked	40.3	6	0
7	Locked	40.9	5	0
8	Locked	40.9	7	0
9	Locked	40.3	7	0
10	Locked	40.3	6	0
11	Locked	40.3	3	0
12	Locked	40.3	5	0
13	Locked	40.3	4	0
14	Locked	38.9	5	0
15	Locked	40.3	5	0
16	Locked	40.3	6	0
17	Locked	40.3	0	0
18	Locked	40.3	0	0
19	Locked	40.3	6	0
20	Locked	38.9	4	0
21	Locked	38.9	6	0
22	Locked	38.6	7	0
23	Locked	40.3	5	0
24	Locked	40.3	7	0

Upstream bonded channels

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

1	60300007	35.5	5120	64 qam	9
2	39400024	35.5	5120	64 qam	12
3	46199952	35.5	5120	64 qam	11
4	53699991	35.5	5120	64 qam	10

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

[indie212]

Here is the issue log. They replaced the cable Wednesday. I have not set up a bqm but will 

Network Log

Time Priority Description

05/08/2021 04:45:29	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:23:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 15:16:57	critical	Received 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;
04/08/2021 15:16:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 15:16:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 15:16:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 15:16:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 15:16:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 13:12:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 09:22:17	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 23:32:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 20:45:45	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 20:07:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 01:31:28	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 01:28:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 20:46:5	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 16:02:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 16:02:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 23:18:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[-tony-]

nothing wrong there i would say with the levels - dont understand the logs so leave that to others

so back to the problem - do wired connections drop or do the hub lights change when wifi drops

[indie212]

Hi yes wired connections drop as well as the wifi connections. 

[Ayisha_B]

Hi @indie212,

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear you are having problems with frequent disconnections with your service.

I have a taken a look at the account and our system has identified a connectivity issue. This may cause intermittent or performance related issues with your connection. We believe this will only be a very short term issue and the connection will return to normal very soon.

In the meanwhile you should check that all cables are connected securely. The issue that has been identified may be the result of a loose connecting cable.

Thanks

[indie212]

Hi considering this has been an ongoing issue for almost 2 months,m and nothing so far has resolved the issue, I appreciate your optimism but I do not share it. 

[Tom_F]

Really sorry to hear this has been ongoing for so long indie212. It's currently estimated to be fixed by 3PM today. If you're still experiencing issues after that please let us know and we'll check for an update, or take further action if required.

Tom

[indie212]

Hi still experiencing daily issues with broadband outages. The technical team were supposed to be monitoring it since last Friday but no updates and no solution. Can you advise what is going to be done next?