on 05-10-2021 09:30
We have had this happening for well over a fortnight now - tried all the usual fixes and automated help and it's pointless. My husband is a comms engineer and has done all the "check connections" tests he can do but it's getting really annoying now. Router has rebooted twice within an hour this morning - some days it can be 4-5 times. Husband has also had to go outside and cable tie our street cab back together even though he reported it months ago.
Can someone check this and tell us if its normal - for some reason this mornings and the last few days disconnects aren't showing up as date and time in the router seem off?
Network Log
Time | Priority | Description |
27/09/2021 17:00:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 10:47:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 10:47:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 10:45:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:45:31 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:45:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:35:31 | 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; |
27/09/2021 09:33:31 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:33:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:33:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:33:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:33:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 09:33:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/09/2021 11:29:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/09/2021 12:25:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/09/2021 04:28:31 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | -0.5 | 36 | 256 qam | 9 |
2 | 211000000 | -2 | 36 | 256 qam | 10 |
3 | 219000000 | -0.5 | 36 | 256 qam | 11 |
4 | 227000000 | -0.2 | 36 | 256 qam | 12 |
5 | 235000000 | -0.2 | 36 | 256 qam | 13 |
6 | 243000000 | -0.2 | 36 | 256 qam | 14 |
7 | 251000000 | -0.2 | 36 | 256 qam | 15 |
8 | 259000000 | -0.2 | 36 | 256 qam | 16 |
9 | 267000000 | -0.2 | 36 | 256 qam | 17 |
10 | 275000000 | -0.2 | 36 | 256 qam | 18 |
11 | 283000000 | 0.4 | 36 | 256 qam | 19 |
12 | 291000000 | 1 | 36 | 256 qam | 20 |
13 | 299000000 | 1.5 | 36 | 256 qam | 21 |
14 | 307000000 | 1.9 | 36 | 256 qam | 22 |
15 | 315000000 | 1.9 | 36 | 256 qam | 23 |
16 | 323000000 | 1.9 | 36 | 256 qam | 24 |
17 | 331000000 | 2 | 36 | 256 qam | 25 |
18 | 339000000 | 1.9 | 36 | 256 qam | 26 |
19 | 347000000 | 1.5 | 36 | 256 qam | 27 |
20 | 355000000 | 1.5 | 36 | 256 qam | 28 |
21 | 363000000 | 1.5 | 36 | 256 qam | 29 |
22 | 371000000 | 1.2 | 36 | 256 qam | 30 |
23 | 379000000 | 1.2 | 36 | 256 qam | 31 |
24 | 387000000 | 1.2 | 36 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 0 | 0 |
2 | Locked | 36.3 | 0 | 0 |
3 | Locked | 36.3 | 6 | 0 |
4 | Locked | 36.6 | 6 | 0 |
5 | Locked | 36.3 | 6 | 0 |
6 | Locked | 36.6 | 0 | 0 |
7 | Locked | 36.6 | 5 | 0 |
8 | Locked | 36.6 | 0 | 0 |
9 | Locked | 36.6 | 0 | 0 |
10 | Locked | 36.3 | 0 | 0 |
11 | Locked | 36.6 | 5 | 0 |
12 | Locked | 36.3 | 5 | 0 |
13 | Locked | 36.6 | 4 | 0 |
14 | Locked | 36.6 | 3 | 0 |
15 | Locked | 36.3 | 4 | 0 |
16 | Locked | 36.6 | 0 | 0 |
17 | Locked | 36.6 | 6 | 0 |
18 | Locked | 36.3 | 5 | 0 |
19 | Locked | 36.3 | 0 | 0 |
20 | Locked | 36.6 | 6 | 0 |
21 | Locked | 36.6 | 6 | 0 |
22 | Locked | 36.3 | 4 | 0 |
23 | Locked | 36.3 | 4 | 0 |
24 | Locked | 36.3 | 6 | 0 |
on 09-10-2021 09:01
Hi @ib71,
Thank you for reaching out to us via private message to provide some additional details.
I have requested for the cabinet to be investigated and repaired ASAP. Along with this, I have also arranged for a technician to come to the property regarding the problems you're facing with the router.
For security reasons I'm unable to state the date/time it has been booked for here, but you can check via your My Virgin Media online account and reschedule if needed.
If you or anyone else in the property displays flu-like symptoms, tests positive for COVID or is asked to self-isolate, please reschedule the appointment accordingly.
Thanks,
11-10-2021 16:35 - edited 11-10-2021 16:42
Well - engineer arrived today. "Ahh its your isolator, I will change that" assured me my levels where much better and now sitting mid range on the accepted range - and we have rebooted multiple times since he left.
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 46 | 5120 | 64 qam | 11 |
2 | 39400000 | 45.8 | 5120 | 64 qam | 4 |
3 | 46200000 | 46.3 | 5120 | 64 qam | 3 |
4 | 32600000 | 45.8 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 4.6 | 36 | 256 qam | 25 |
2 | 203000000 | 3.2 | 37 | 256 qam | 9 |
3 | 211000000 | 3.2 | 36 | 256 qam | 10 |
4 | 219000000 | 3.2 | 36 | 256 qam | 11 |
5 | 227000000 | 3.4 | 36 | 256 qam | 12 |
6 | 235000000 | 3.4 | 36 | 256 qam | 13 |
7 | 243000000 | 3.5 | 36 | 256 qam | 14 |
8 | 251000000 | 3.5 | 36 | 256 qam | 15 |
9 | 259000000 | 3.5 | 36 | 256 qam | 16 |
10 | 267000000 | 3.7 | 36 | 256 qam | 17 |
11 | 275000000 | 3.7 | 36 | 256 qam | 18 |
12 | 283000000 | 3.9 | 36 | 256 qam | 19 |
13 | 291000000 | 4.5 | 37 | 256 qam | 20 |
14 | 299000000 | 5 | 36 | 256 qam | 21 |
15 | 307000000 | 4.9 | 36 | 256 qam | 22 |
16 | 315000000 | 4.8 | 36 | 256 qam | 23 |
17 | 323000000 | 4.9 | 36 | 256 qam | 24 |
18 | 339000000 | 4.6 | 36 | 256 qam | 26 |
19 | 347000000 | 4.8 | 36 | 256 qam | 27 |
20 | 355000000 | 4.6 | 36 | 256 qam | 28 |
21 | 363000000 | 4.6 | 36 | 256 qam | 29 |
22 | 371000000 | 5 | 36 | 256 qam | 30 |
23 | 379000000 | 5 | 36 | 256 qam | 31 |
24 | 387000000 | 4.6 | 36 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.6 | 6 | 0 |
2 | Locked | 37.3 | 21 | 0 |
3 | Locked | 36.6 | 13 | 0 |
4 | Locked | 36.6 | 5 | 0 |
5 | Locked | 36.6 | 4 | 0 |
6 | Locked | 36.3 | 5 | 0 |
7 | Locked | 36.6 | 6 | 0 |
8 | Locked | 36.6 | 4 | 0 |
9 | Locked | 36.6 | 0 | 0 |
10 | Locked | 36.6 | 5 | 0 |
11 | Locked | 36.6 | 7 | 0 |
12 | Locked | 36.6 | 4 | 0 |
13 | Locked | 37.3 | 5 | 0 |
14 | Locked | 36.3 | 4 | 0 |
15 | Locked | 36.6 | 4 | 0 |
16 | Locked | 36.6 | 6 | 0 |
17 | Locked | 36.6 | 5 | 0 |
18 | Locked | 36.3 | 1 | 0 |
19 | Locked | 36.6 | 6 | 0 |
20 | Locked | 36.6 | 4 | 0 |
21 | Locked | 36.6 | 6 | 0 |
22 | Locked | 36.6 | 6 | 0 |
23 | Locked | 36.3 | 4 | 0 |
24 | Locked | 36.6 | 5 | 0 |
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1c56851c8f3098e06cfe3d2077129483633d8c01
on 12-10-2021 11:30
Engineer arrived late at 12.40pm, so this will explain the large amounts of red between then and 2pm. But this is it supposedly fixed 😳
on 12-10-2021 22:02
Todays results. Ignore the large gap mid afternoon. Husband was trying all sorts with our kit to see if it would stay stable - waste of time really as the hub is disconnecting that much again.
on 13-10-2021 16:31
For some reason yesterday's BQM graph wasn't approved - go figure. I am now being asked if it's our own router that is causing the Superhub 3 to completely drop the connection and reboot. You can't make this up. So basically - I have to put up with this and another engineer won't be sent out? Is that really acceptable?
on 13-10-2021 16:43
Hi @ib71
I'm afraid the BQM's are being rejected because you haven't obscured your IP address.
It's best to post a live BQM if possible.
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 then click OK.
on 13-10-2021 17:29
on 13-10-2021 17:34
Perfect.
I'm sure the tech guru's (wizards) will appreciate the updated link.