Hub 3 drops internet connection

[chriswb]

Hi,

I have a Virgin media Hub 3 in modem mode that has started recently dropping the connection to the internet. My internal network is fine, however once this happens I usually have reboot the Hub or wait for it pick the connection back up again. I am on M600.

There hasn’t been any issues in the area. Do these stats from the hub look ok? Thanks 

Downstream bonded channels

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

1	203000000	-2	40	256 qam	9
2	211000000	-2.2	40	256 qam	10
3	219000000	-2.2	40	256 qam	11
4	227000000	-2	40	256 qam	12
5	235000000	-2.2	40	256 qam	13
6	243000000	-2.2	40	256 qam	14
7	251000000	-2.4	40	256 qam	15
8	259000000	-2.4	40	256 qam	16
9	267000000	-2.5	40	256 qam	17
10	275000000	-2.7	40	256 qam	18
11	283000000	-2.7	40	256 qam	19
12	291000000	-2.7	40	256 qam	20
13	299000000	-2.7	40	256 qam	21
14	307000000	-3	40	256 qam	22
15	315000000	-3.2	40	256 qam	23
16	323000000	-3.5	40	256 qam	24
17	331000000	-3.4	40	256 qam	25
18	339000000	-3.4	40	256 qam	26
19	347000000	-3.2	40	256 qam	27
20	355000000	-3.5	40	256 qam	28
21	363000000	-3.5	40	256 qam	29
22	371000000	-3.7	40	256 qam	30
23	379000000	-3.7	40	256 qam	31
24	387000000	-3.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	823	7355
2	Locked	40.3	675	7633
3	Locked	40.9	693	6460
4	Locked	40.9	627	5292
5	Locked	40.9	607	4133
6	Locked	40.3	648	4159
7	Locked	40.9	737	3492
8	Locked	40.3	1287	933
9	Locked	40.9	1084	878
10	Locked	40.9	978	669
11	Locked	40.3	648	549
12	Locked	40.3	878	677
13	Locked	40.3	1173	1775
14	Locked	40.3	1174	1604
15	Locked	40.3	924	2964
16	Locked	40.3	801	2366
17	Locked	40.3	667	2943
18	Locked	40.3	797	3586
19	Locked	40.3	799	3434
20	Locked	40.3	893	3115
21	Locked	40.3	941	2959
22	Locked	40.3	1209	2099
23	Locked	40.3	1209	1913
24	Locked	40.3	957	3175

Upstream bonded channels

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

1	32600000	46.3	5120	64 qam	5
2	39400000	46.5	5120	64 qam	4
3	46200000	46.8	5120	64 qam	3
4	53700000	47	5120	64 qam	2

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

[jbrennand]

Stats look ok - but to be sure can you do this and then set up a BQM as per below.
__________________________________

Switch the Hub off and unplug it for a few minutes and then start up. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.
___________________________________

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[chriswb]

The intermittent dropouts continue, looking at the network log in the router, does this have anything to do with it?

Network Log

Time Priority Description

22/07/2021 08:00:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 08:00:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[jbrennand]

Lets see the BQM

For log messages - see this.....

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

[chriswb]

Here is the RS logs after starting restarting  the modem 

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

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

[jbrennand]

Looks fine

[chriswb]

Lots of Post RS Errors now 

Downstream bonded channels

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

1	Locked	40.3	285	4274
2	Locked	40.9	274	4938
3	Locked	40.3	280	4420
4	Locked	40.3	268	3356
5	Locked	40.3	411	2094
6	Locked	40.3	406	2180
7	Locked	40.3	560	1738
8	Locked	40.3	257	0
9	Locked	40.3	603	98
10	Locked	40.3	68	0
11	Locked	40.3	13	0
12	Locked	40.3	449	71
13	Locked	40.9	817	904
14	Locked	40.9	735	784
15	Locked	40.3	285	16
16	Locked	40.3	999	868
17	Locked	40.3	724	1485
18	Locked	40.3	928	558
19	Locked	40.3	513	165
20	Locked	40.3	9	0
21	Locked	40.3	8	0
22	Locked	40.3	77	0
23	Locked	40.3	958	1114
24	Locked	40.9	393	2179

[jbrennand]

Not good - try calling in and see what t hey say. Or a VM person should pick this up in a day or so.

[Hayley_S]

Hello @chriswb.

Welcome back to the community page, thank you for posting on here.

I am sorry to see that your internet connection is dropping recently.

I was unable to locate your account using your forums details, can you please tell me if you have the same issues on your wired connection?

Look forward to your response.

[chriswb]

Hi,

A engineer visited today and determined that a lot of the cabling and endpoints were old and therefore causing noise on the line.

He replaced with new cabling/endpoints. Once he left I turned the router off, then on again to clear the logs. Unfortunately the POST RS Errors started to increase again: 

Downstream bonded channels

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

1	Locked	40.3	104	116
2	Locked	40.9	49	354
3	Locked	40.3	74	167
4	Locked	40.9	34	397
5	Locked	40.3	47	234
6	Locked	40.3	52	216
7	Locked	40.3	103	88
8	Locked	40.9	7	0
9	Locked	40.3	10	0
10	Locked	40.9	11	0
11	Locked	40.9	34	34
12	Locked	40.9	72	28
13	Locked	40.3	97	42
14	Locked	40.3	46	3
15	Locked	40.9	22	0
16	Locked	40.3	56	2
17	Locked	40.9	63	34
18	Locked	40.3	66	198
19	Locked	40.9	50	220
20	Locked	40.9	90	176
21	Locked	40.3	113	45
22	Locked	40.3	65	52
23	Locked	40.3	21	50
24	Locked	40.3	20	51