Virgin Media Community

[Klegnut]

For several weeks now, we have been experiencing frequent Internet loss and reboots of the Hub3 router. The loss of service is intermittent but is very frequent and can last anywhere from minutes to hours. I've not been able to determine whether anything is causing the loss of connection, it's seemingly random. It's rare that we have stable connection for periods of an hour or longer. 

The loss of Internet affects both wired and wireless connected devices. 

The Hub3 has been reset to factory settings but the problem persists.

Recent logs (I have others saved if useful):

Cable Modem Status
ItemStatusComments
Acquired Downstream Channel (Hz)
410750000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

Refresh data
Downstream bonded channels
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1410750000-328256 qam26
2202750000-0.730256 qam9
3210750000-1.237256 qam10
4218750000-1.531256 qam11
5226750000-0.926256 qam12
6258750000-1.726256 qam16
7274750000-2.225256 qam18
8282750000-226256 qam19
9290750000-2.227256 qam20
10298750000-225256 qam21
11306750000-326256 qam22
12314750000-2.926256 qam23
13322750000-2.427256 qam24
14402750000-2.426256 qam25
15418750000-529256 qam27
16426750000-4.731256 qam28
17434750000-3.533256 qam29
18442750000-2.935256 qam30
19450750000-434256 qam31
20458750000-5.227256 qam32

Downstream bonded channels
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked28.918326051164539
2Locked30.11407788730319
3Locked37.32160
4Locked31.114661454453
5Locked26.2774316714692
6Locked26.8158916722505
7Locked25.8399316722771
8Locked26.4417416723017
9Locked27.42336816700120
10Locked25.969716722916
11Locked26.7106516723040
12Locked26.597916723272
13Locked27.3155316723401
14Locked26.162116723387
15Locked29.4149922061633476
16Locked31.625727340
17Locked33.91008100
18Locked35.75230
19Locked34.917091604132
20Locked27.61573316710743

Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13260000048.5512064 qam8
25370000051512064 qam5
33940000048.8512064 qam7
44620000049.5512064 qam6

Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow
SFID1050456
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0

Primary Upstream Service Flow
SFID1050455
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log
TimePriorityDescription
19/02/2021 23:24:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:24:35ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:24:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:24:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:35ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:34ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:8ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:23:3ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:22:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:22:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 23:21:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

As the text isnt formatted properly it difficult to interpret - but it looks like a lot of PostRS errors and low signal to noise ratios which is not good.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

[Klegnut]

Thanks for the reply John, I'll try calling them when I get chance and see what they say. 

Apologies for the formatting! A bit awkward to copy the router logs when the problem is occurring and then post them here (as need to hop to 4g to access this page to post the logs) so have resorted to copying to notpad first. I guess I drop some of the format in the process. 

[jbrennand]

Had a closer look - nearly all of the Down' SNR ratios are way below the recommended minimum of 34 - suggesting that Noise is overwhelming Signal - you will need a Tech visit