Virgin Media Community

[kxhost]

For the past several weeks, I've been having issues with my wifi dropping out from the Hub 3.0

This would happen throughout the day, and would require a reboot for it to fix itself. Very frustrating as i'm an IT Manager and WFH.

As I couldn't get hold of VM on the phone, I decided to buy a wireless router, and put the Hub 3.0 into Modem Mode.

I thought this had fixed the issue, however I was wrong! The disconnects are less frequent, but still happen several times a day. I notice it happens a lot at night also! Usually rebooting the router (not the hub) fixes this. Is this a DHCP issue? Here are the logs from the Hub 3

Time	Priority	Description
21/02/2021 18:46:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 12:31:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 22:34:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 22:21:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 18:17:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 09:04:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 04:57:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 02:55:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 16:51:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 09:19:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 02:50:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Post up all your Hub/network connection details and someone will check to see if there is a problem there.  Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... 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

[kxhost]

I have started the BB Quality Monitor; live link is: https://www.thinkbroadband.com/broadband/monitoring/quality/share/0a2efdfe7e95653d50ead6a984dbc6f23c...

Downstream:

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

1	251000000	3	40	256 qam	15
2	203000000	4.5	40	256 qam	9
3	211000000	4	40	256 qam	10
4	219000000	3.9	40	256 qam	11
5	227000000	3.7	40	256 qam	12
6	235000000	3.5	40	256 qam	13
7	243000000	3.2	40	256 qam	14
8	259000000	2.9	40	256 qam	16
9	267000000	2.7	40	256 qam	17
10	275000000	2.5	40	256 qam	18
11	283000000	2.2	40	256 qam	19
12	291000000	2.2	40	256 qam	20
13	299000000	1.9	40	256 qam	21
14	307000000	1.7	40	256 qam	22
15	315000000	1.4	40	256 qam	23
16	323000000	1.2	40	256 qam	24
17	331000000	1	40	256 qam	25
18	339000000	0.7	38	256 qam	26
19	347000000	0.5	40	256 qam	27
20	355000000	0.7	40	256 qam	28
21	363000000	0.7	40	256 qam	29
22	371000000	0.4	40	256 qam	30
23	379000000	0.2	38	256 qam	31
24	387000000	0.2	40	256 qam	32

Downstream part 2, and Upstream coming in my next post.. 

Logs in my original post.

Cheers!

[kxhost]

I'm unable to post part 2 of the downstream as it says I've exceeded 20k characters!?

[jbrennand]

Just press post again until it goes (usually)

[kxhost]

Not sure if this is readable, but the only way it'll let me post.... Tried 3 different browsers, all say ive exceeded the 20k char limit, despite it only being about 200 chars.

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 252 0
2 Locked 40.3 122 0
3 Locked 40.3 82 0
4 Locked 40.9 109 0
5 Locked 40.3 138 0
6 Locked 40.3 178 0
7 Locked 40.3 221 0
8 Locked 40.9 151 0
9 Locked 40.3 180 0
10 Locked 40.9 216 0
11 Locked 40.3 263 0
12 Locked 40.3 279 0
13 Locked 40.3 399 0
14 Locked 40.9 571 0
15 Locked 40.3 613 0
16 Locked 38.9 658 0
17 Locked 38.9 592 0
18 Locked 38.6 680 0
19 Locked 40.9 621 0
20 Locked 38.9 610 0
21 Locked 40.9 464 0
22 Locked 38.9 454 0
23 Locked 38.9 482 0
24 Locked 40.3 546 0

[kxhost]

Upstream..

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

1	39399945	44.5	5120	64 qam	4
2	46199935	44.8	5120	64 qam	3
3	60300049	45.5	5120	64 qam	1
4	53700048	45.3	5120	64 qam	2

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Andruser]

BQM isn't conclusive (other than showing there's no utilisation/capacity problems on your local network.  There's a few unwelcome spikes, but not much can be drawn from that.  Your network log is not showing anything that isn't normal for a DOCSIS connection, upstream power and modulation are good, downstream SNR is excellent, and (at the time you collected the data) the downstream error counts were OK - what you DON'T want in the error counts is anything material in the "post-RS" column.

The only thing I'm observing that might indicate a problem is that your downstream power levels have a wide range, from +4.5 dBmV down to 0.2 dBmV, and that sort of range is potentially enough to upset the hub, although VM have never 'fessed up what is the acceptable range across channels.  I'll flag that for staff to advise, as I don't think @jbrennand and I can take things much further, although you may need to be persistent if you get an "all looks good from our side" response.

Because VM staff can't check the hub's status if it is in modem mode, you may need to put it back into router mode for a while.  That will change your IP address, so the BQM will stop working unless you edit the IP address at Thinkbroadband.  Things to keep an eye are:

Upstream modulation (should be consistently 4 x 64 QAM),

Any rise in post-RS errors (you want zero across all channels, and flicking between modem and router mode, or a simple restart will zero the error counters),

Downstream power levels (should be tightly clustered).

[Paul_DN]

Hi kxhost,

Thank you for reaching out to us in our community, I am sorry to hear you are having some issues with intermittent disconnections, I have had a look our end and as Andruser has already picked up the only thing I could also see is your downstream power levels are very split as apposed to where we like them to be close together.

There still aren't any other issues showing and everything is still showing as green, as you have been pre-warned we will need you to removed your router and put ours back in router mode so we can run further checks our end.

Kind regards

Paul.

[kxhost]

Thanks both for your detailed responses.

I've put the hub back in router mode and updated the IP on the BQM.