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gillykite
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Message 1 of 11
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Hub 3 frequently restarting and Partial Service (DS only) internet status

Our hub 3 frequently restarts and seems to drop out for no apparent reason. I went on to check the status of the hub and run the network diagnostic tool which didn't show any issues.

I then noticed the internet status was displaying as "Partial Service (DS Only)" which is different from normal.

We rebooted the hub and that made no difference. Later that day it seemed to steady itself out but this has since happened again that same evening and the next morning. I occasionally work from home and need a SOLID internet connection which at the moment I do not trust.

I then googled the issue and found some other threads on this forum. One of my family members called customer support as I was at work, he had absolutely no help as our internet "passed" all the tests and therefore has no issues.

I can see on the network log we had critical errors and warning notifications that I believe must have been missed by the customer support as this is clearly displaying our issues and history of them.

Please help as the internet is vital to not only my ability to work but also my other family members. 

We seem to have had no end of issues recently and it's starting to get tiring.

I am happy to provide further details upon your response.

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Andrew-G
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Message 2 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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gillykite
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Message 3 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Downstream bonded channels

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

11390000000.938256 qam1
21470000000.538256 qam2
31550000000.538256 qam3
41630000000.738256 qam4
51710000000.538256 qam5
61790000000.238256 qam6
7187000000038256 qam7
8195000000040256 qam8
9203000000-0.238256 qam9
10211000000-0.438256 qam10
11219000000-0.538256 qam11
12227000000-0.938256 qam12
13235000000-1.538256 qam13
14243000000-238256 qam14
15251000000-1.738256 qam15
16259000000-1.738256 qam16
17267000000-1.538256 qam17
18275000000-138256 qam18
19283000000-0.738256 qam19
20291000000-0.738256 qam20
21299000000-0.438256 qam21
22307000000-0.238256 qam22
23315000000-0.238256 qam23
24323000000040256 qam24



Downstream bonded channels

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

1Locked38.9100487811756679
2Locked38.62586240595688
3Locked38.656239781182068
4Locked38.698671492274924
5Locked38.91831079365511
6Locked38.998895492913635
7Locked38.98763294933042
8Locked40.32095785152372
9Locked38.91942932110863
10Locked38.6166722231859
11Locked38.9147907014049
12Locked38.61417527115735
13Locked38.91817416142849
14Locked38.62103397104364
15Locked38.62229127154566
16Locked38.62159470216772
17Locked38.62164887353181
18Locked38.91413768155879
19Locked38.9496363700
20Locked38.9455315429
21Locked38.9115642492198
22Locked38.9129795074553
23Locked38.6914568163
24Locked40.9725058967
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gillykite
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Message 4 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Upstream bonded channels

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

16030000049.8512064 qam1
23940000046.3512064 qam4
34620000047.3512064 qam3
45370000048.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0040
3ATDMA0040
4ATDMA0000
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gillykite
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Message 5 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Network Log

Time Priority Description

14/10/2021 20:38:8Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 20:02:2noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 23:51:1Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 22:28:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 22:24:27Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 21:24:57criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 17:39:59Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:31:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:13:45Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:01:36Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 15:56:45criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 15:50:11Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 15:16:56noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:38:16Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:38:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:36:50Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:36:50criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:30:3Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:29:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 12:26:52Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
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risc19
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Message 6 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Hi,

Well, on the plus side power levels are good.

Signal to noise ratio looks ok.

On the down side (if you have rebooted it recently) you have way too many ) Pre RS Errors & Post RS Errors.

It looks like you have intermittent noise on your line, that would cause it to grind to a halt when it happens.

Don't bother with the phone 'support', trust me its a waste of time.

If you wait here virgin will be along to have a look.

In the meantime it would be a good idea to start up a Broadband quality monitor. It may be very illuminating.

You can also share the link for it on here.

Link:

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

 

My Broadband Ping - Gig1
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gillykite
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Message 7 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Thanks for the response, these values are taken while the hub seems to be functioning normally (with the internet status showing active). When it inevitably happens again I will check the same tables and post them in here if there are any changes. 

Do you have any idea how long it will take for this to be seen by virgin?

In the future what would you suggest is the best way to contact virgin about any issues I have, with the customer "support" is as useless as we all know?

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Andrew-G
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Message 8 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

@risc19 has made an accurate assessment of the faults with the connection.  I've marked the post for staff to take a look and advise.  Unless there's an area fault it will need a technician visit, and if so they can arrange that for you.

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Robert_P
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Message 9 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Hi gillykite,

 

Sorry to hear of the problems experienced with your broadband connection, we appreciate you taking the time to raise this via the forums and for providing all of the additional information.

 

From looking at the connection and as confirmed previously advised all of the levels and spec's are in the ranges we'd expect to see but the RS error's are high considering when the Hub was last rebooted. I'm going to send you a Private Message to get some more details from you to get this looked into further.

 

Looking forward to hearing back from you.

 

Rob

Robert_P
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Message 10 of 11
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Re: Hub 3 frequently restarting and Partial Service (DS only) internet status

Thanks for confirming the details gillykite, I have booked in an engineer visit, the account holder can view this here and let me know once checked if there are any issues with the date or time. I can reschedule it but this was the earliest appointment available so changes may delay the visit.

 

Please also ensure someone over the age of 18 is in the property at the time of the visit or if there are any individuals shielding.

 

Rob

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