on 14-10-2021 20:19
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.
Answered! Go to Answer
on 15-10-2021 10:53
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
on 14-10-2021 20:47
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.
on 14-10-2021 21:15
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 0.9 | 38 | 256 qam | 1 |
2 | 147000000 | 0.5 | 38 | 256 qam | 2 |
3 | 155000000 | 0.5 | 38 | 256 qam | 3 |
4 | 163000000 | 0.7 | 38 | 256 qam | 4 |
5 | 171000000 | 0.5 | 38 | 256 qam | 5 |
6 | 179000000 | 0.2 | 38 | 256 qam | 6 |
7 | 187000000 | 0 | 38 | 256 qam | 7 |
8 | 195000000 | 0 | 40 | 256 qam | 8 |
9 | 203000000 | -0.2 | 38 | 256 qam | 9 |
10 | 211000000 | -0.4 | 38 | 256 qam | 10 |
11 | 219000000 | -0.5 | 38 | 256 qam | 11 |
12 | 227000000 | -0.9 | 38 | 256 qam | 12 |
13 | 235000000 | -1.5 | 38 | 256 qam | 13 |
14 | 243000000 | -2 | 38 | 256 qam | 14 |
15 | 251000000 | -1.7 | 38 | 256 qam | 15 |
16 | 259000000 | -1.7 | 38 | 256 qam | 16 |
17 | 267000000 | -1.5 | 38 | 256 qam | 17 |
18 | 275000000 | -1 | 38 | 256 qam | 18 |
19 | 283000000 | -0.7 | 38 | 256 qam | 19 |
20 | 291000000 | -0.7 | 38 | 256 qam | 20 |
21 | 299000000 | -0.4 | 38 | 256 qam | 21 |
22 | 307000000 | -0.2 | 38 | 256 qam | 22 |
23 | 315000000 | -0.2 | 38 | 256 qam | 23 |
24 | 323000000 | 0 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 10048781 | 1756679 |
2 | Locked | 38.6 | 2586240 | 595688 |
3 | Locked | 38.6 | 5623978 | 1182068 |
4 | Locked | 38.6 | 9867149 | 2274924 |
5 | Locked | 38.9 | 1831079 | 365511 |
6 | Locked | 38.9 | 9889549 | 2913635 |
7 | Locked | 38.9 | 8763294 | 933042 |
8 | Locked | 40.3 | 2095785 | 152372 |
9 | Locked | 38.9 | 1942932 | 110863 |
10 | Locked | 38.6 | 1667222 | 31859 |
11 | Locked | 38.9 | 1479070 | 14049 |
12 | Locked | 38.6 | 1417527 | 115735 |
13 | Locked | 38.9 | 1817416 | 142849 |
14 | Locked | 38.6 | 2103397 | 104364 |
15 | Locked | 38.6 | 2229127 | 154566 |
16 | Locked | 38.6 | 2159470 | 216772 |
17 | Locked | 38.6 | 2164887 | 353181 |
18 | Locked | 38.9 | 1413768 | 155879 |
19 | Locked | 38.9 | 496363 | 700 |
20 | Locked | 38.9 | 455315 | 429 |
21 | Locked | 38.9 | 1156424 | 92198 |
22 | Locked | 38.9 | 1297950 | 74553 |
23 | Locked | 38.6 | 914568 | 163 |
24 | Locked | 40.9 | 725058 | 967 |
on 14-10-2021 21:15
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 49.8 | 5120 | 64 qam | 1 |
2 | 39400000 | 46.3 | 5120 | 64 qam | 4 |
3 | 46200000 | 47.3 | 5120 | 64 qam | 3 |
4 | 53700000 | 48.8 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 4 | 0 |
3 | ATDMA | 0 | 0 | 4 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 14-10-2021 21:17
Network Log
Time Priority Description
14/10/2021 20:38:8 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
14/10/2021 20:02:2 | notice | LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 23:51:1 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 22:28:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 22:24:27 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 21:24:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 17:39:59 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 16:31:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 16:13:45 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 16:01:36 | Warning! | Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 15:56:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 15:50:11 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 15:16:56 | notice | LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:38:16 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:38:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:36:50 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:36:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:30:3 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:29:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 12:26:52 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
on 14-10-2021 21:30
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
on 14-10-2021 21:42
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?
on 15-10-2021 08:12
@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.
on 15-10-2021 10:53
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
on 15-10-2021 11:23
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