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Hub 3 Internet keeps dropping

mhn
Joining in

Hi,

We've had our Hub 3 for quite a years, however, we are recently experiencing a lot of connection issues. The internet connection gets dropped and reconnects after a few minutes. The hub is currently used in the modem-mode. Can you please let me know if these figures are inline with what you should expect from the router? 

 

Downstream bonded channels

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

1298750000-0.938256 qam21
2138750000340256 qam1
3146750000340256 qam2
4154750000240256 qam3
51627500002.240256 qam4
61707500002.440256 qam5
7178750000240256 qam6
8186750000240256 qam7
91947500001.740256 qam8
102027500001.740256 qam9
112107500001.535256 qam10
122187500001.236256 qam11
132267500000.733256 qam12
142347500000.240256 qam13
152427500000.540256 qam14
162507500000.240256 qam15
17258750000-0.440256 qam16
18266750000040256 qam17
19274750000040256 qam18
20282750000040256 qam19
21290750000-0.940256 qam20
22306750000-0.540256 qam22
23314750000-0.740256 qam23
24322750000-140256 qam24



Downstream bonded channels

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

1Locked38.98439131
2Locked40.3622116547067
3Locked40.9363400365307
4Locked40.31114228263077
5Locked40.9737250963894
6Locked40.9573297827
7Locked40.33499571910
8Locked40.3299371340
9Locked40.327803701
10Locked40.326734760
11Locked35.74981411316
12Locked36.3365232336
13Locked33.92613696314145725
14Locked40.9316163089
15Locked40.9315713441
16Locked40.9283214545
17Locked40.9338623276
18Locked40.9522722712
19Locked40.340273625
20Locked40.9138074
21Locked40.381635
22Locked40.3748758
23Locked40.372185
24Locked40.9569714

 

Upstream bonded channels

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

13940000043.5512064 qam3
23260002143.5512064 qam4
34619998643.5512064 qam2
45369999645512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

The log file contains quite a few warnings:
Time Priority Description
31/05/2023 11:08:51 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:47:19 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:43 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:40 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:33 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:10 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:46:10 Warning! Lost MDD Timeout;***;CM-QOS=1.1;CM-VER=3.0;
31/05/2023 10:45:23 Warning! RCS Partial Service;***;CM-QOS=1.1;CM-VER=3.0;

 

 

3 REPLIES 3

Cardiffman282
Knows their stuff

A couple of downstream channels are struggling re low power levels and the errors across all of them are high. 

Try a 60 second pinhole reset of the hub and monitor progress.

Also check for local faults on 0800 561 0061 and make sure all cables and connections are tight and in good condition. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Client62
Hero

A call to the automated number 0800 561 0061 to see if there are any known local fault is always worth while.

As this Hub is in Modem mode a factory reset will take it back to Router modes and leave the OP with stuff to do to get their network operational again.  Perhaps start with a Reboot of the VM Hub to clear the error counts.

John_GS
Forum Team
Forum Team

Hi @mhn 

Thanks for posting and welcome to the community.

Sorry to hear of the broadband issues. I can see from a system check that you've contacted the team since posting and booked an engineer visit.

Please let us know how it goes.

Best wishes.

John_GS
Forum Team


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