Menu
Reply
  • 7
  • 0
  • 0
Joining in
190 Views
Message 1 of 11
Flag for a moderator

Hub 3 - Intermittent Connection Issues

Good Evening,

I am part of a household with a Virgin Media Fibre Internet Connection. We have several devices that connect to our Hub including but not limited to:

  • 3 Smart TV's
  • 2 TiVo Boxes
  • 2 Desktops
  • 3 Laptops
  • Multiple mobile phones
  • Wifi Extender
  • Nest Heating
  • CCTV System
  • Nintendo Switch

So just a few...We seem to be having our connection go down several times over the past few days - and has been ongoing for a few months

Network Log can be seen below. We have had someone from support say our fiber power is not strong enough - but since then, we have had no VM Engineers be out to fix the issue.

Network Log
Time Priority Description
02/11/2020 00:53:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 09:58:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 21:10:54 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;
31/10/2020 21:10:54 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:53:44 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:51:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:35:40 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 06:09:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 21:12:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 13:34:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 06:09:30 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;
27/10/2020 06:09:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 18:51:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 17:20:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:40:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 17:44:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:01:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 06:47:23 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;
24/10/2020 06:47:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 16:23:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 12.23K
  • 947
  • 1.57K
Alessandro Volta
187 Views
Message 2 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

What is your contracted speed ?

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
  • 7
  • 0
  • 0
Joining in
174 Views
Message 3 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

BQM:Link 

I am unsure of the contracted speed, just one of the more tech savvy of the family - i think its 65 Mbps  but not completely sure.

Downstream

Spoiler
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1387000000040256 qam32
22030000000.740256 qam9
32110000000.740256 qam10
42190000000.540256 qam11
52270000000.540256 qam12
62350000000.540256 qam13
72430000000.440256 qam14
82510000000.240256 qam15
9259000000040256 qam16
10267000000-0.440256 qam17
11275000000-0.540256 qam18
12283000000-0.740256 qam19
13291000000-0.740256 qam20
14299000000-0.740256 qam21
15307000000-0.740256 qam22
16315000000-0.240256 qam23
17323000000040256 qam24
18331000000040256 qam25
193390000000.240256 qam26
20347000000040256 qam27
213550000000.440256 qam28
22363000000040256 qam29
233710000000.240256 qam30
24379000000040256 qam31


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.920
2Locked40.970
3Locked40.360
4Locked40.9100
5Locked40.3100
6Locked40.380
7Locked40.380
8Locked40.980
9Locked40.970
10Locked40.960
11Locked40.350
12Locked40.3110
13Locked40.390
14Locked40.970
15Locked40.980
16Locked40.950
17Locked40.350
18Locked40.370
19Locked40.380
20Locked40.380
21Locked40.960
22Locked40.360
23Locked40.350
24Locked40.3110

 

0 Kudos
Reply
  • 7
  • 0
  • 0
Joining in
172 Views
Message 4 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

Upstream

Spoiler
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000028.8512064 qam10
23940000028.8512064 qam12
34620000027.3512064 qam11
46030003127.3512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010

Configuration

Spoiler
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cxv9873254k;fg87dsfd;kfoA,.iy


Primary Downstream Service Flow
SFID172
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID171
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

0 Kudos
Reply
  • 7
  • 0
  • 0
Joining in
171 Views
Message 5 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

Network Log

Spoiler
Network Log
Time Priority Description
02/11/2020 00:53:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 09:58:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 21:10:54 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;
31/10/2020 21:10:54 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:53:44 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:51:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:35:40 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 06:09:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 21:12:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 13:34:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 06:09:30 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;
27/10/2020 06:09:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 18:51:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 17:20:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:40:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 17:44:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:01:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 06:47:23 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;
24/10/2020 06:47:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 16:23:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
  • 12.23K
  • 947
  • 1.57K
Alessandro Volta
160 Views
Message 6 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

All four of your Upstream Power Levels are far too low.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

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

15370000028.8512064 qam10
23940000028.8512064 qam12
34620000027.3512064 qam11
46030003127.3512064 qam9
***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
  • 7
  • 0
  • 0
Joining in
156 Views
Message 7 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

We got told this a while back, not heard anything since 😕 but thanks

0 Kudos
Reply
  • 4.01K
  • 242
  • 469
Forum Team
Forum Team
64 Views
Message 8 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

Hi there @Hirsty

 

Welcome to our Community and thanks so much for your posts - sorry that you're having some intermittent connection issues. I have checked your BQM and all seems to be looking ok; are you still having issues at home? 

 

I've not been able to locate your account to go through any checks remotely as yet so I'll pop you a quick Private Message so we can take some information and take a look for you. 

 

Look out for the Purple Envelope and pop me a reply when you can. 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 4.01K
  • 242
  • 469
Forum Team
Forum Team
48 Views
Message 9 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

Hi there @Hirsty

 

Thanks so much for your Private Message with your account information. I have managed to locate your account now and have gone through a few remote checks from here. 

 

We can see that it's been around 10 days since your last rebooted your Hub; if you could reboot at your earliest convenience that would be a great start. Your Power levels are a little out of scope but before going any further with that, we need to see how things are looking after the reboot. 

 

Our systems have identified a network issue over the last few days which is affecting multiple customers in your area. There is a high percentage of customers in the street whose power levels aren't quite right. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified of the issue and will will need to send a network technician to the cabinet to fix the issue. We will fix the issue as soon as possible.

 

Keep us  posted how things are after the reboot. 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 7
  • 0
  • 0
Joining in
32 Views
Message 10 of 11
Flag for a moderator

Re: Hub 3 - Intermittent Connection Issues

Hi @Katie_WT,

 

We have restarted the router today as can be seen in the BQM, one thing I did notice was the max latency staggers quite high, is that normal? 

0 Kudos
Reply