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Hub 3 keeps disconnecting

I've had a Hub 3 working virtually flawlessly for a number of years but in the past couple of weeks it has become increasingly unstable and it is now frequently dropping connection and becoming unresponsive on 192.168.100.1 (it is running in modem mode for my Orbi router).  A power cycle will usually resolve the issue for a while, but the connection will drop again sometime later.

The network log shows a whole load of errors so I am guessing it is an issue with the connection rather than the hub itself, but the virgin media status page claims normal service in the area.

Network Log:

Spoiler
Network LogTime Priority Description
17/11/2019 09:15:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:15:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:17:34criticalReceived 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;
17/11/2019 09:18:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:22:11criticalReceived 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;
17/11/2019 09:31:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:32:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:32:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:32:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:33:57criticalReceived 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;
17/11/2019 09:34:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:48:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:48:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:48:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:48:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:48:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:50:34criticalReceived 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;
17/11/2019 09:50:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 09:54:57criticalReceived 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;
17/11/2019 09:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 2 of 11
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Re: Hub 3 keeps disconnecting

Downlink:

Spoiler
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1299000000338256 qam21
21390000006.638256 qam1
31470000006.438256 qam2
41550000006.538256 qam3
51630000006.340256 qam4
61710000005.938256 qam5
71790000005.638256 qam6
81870000005.338256 qam7
91950000004.938256 qam8
102030000004.638256 qam9
112110000004.538256 qam10
122190000004.138256 qam11
132270000003.938256 qam12
142350000003.738256 qam13
152430000003.238256 qam14
162510000002.738256 qam15
172590000002.538256 qam16
182670000002.238256 qam17
192750000002.438256 qam18
202830000003.538256 qam19
212910000003.238256 qam20
223070000002.738256 qam22
233150000002.237256 qam23
24323000000237256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.640
2Locked38.940
3Locked38.660
4Locked38.950
5Locked40.340
6Locked38.900
7Locked38.960
8Locked38.900
9Locked38.900
10Locked38.640
11Locked38.650
12Locked38.950
13Locked38.630
14Locked38.660
15Locked38.600
16Locked38.900
17Locked38.600
18Locked38.600
19Locked38.600
20Locked38.670
21Locked38.9110
22Locked38.6190
23Locked37.600
24Locked37.600
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Message 3 of 11
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Re: Hub 3 keeps disconnecting

Uplink:

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Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000004.25512064 qam8
2462000004.25512064 qam7
3537000004.275512064 qam6
4603000004.3512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 4 of 11
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Re: Hub 3 keeps disconnecting

The logs confirm that your hub is dropping the cable connection (that's "RCS partial service").  Upstream stats look OK.  Downstream looks as though you've restarted the hub and thus cleared the error logs, so I can't comment on those.  SNR and power levels are nominally within spec, except that the range of power levels looks likely to be outside the (probable) spec for the Hub 3.  VM have never released the specs, but data for a similar device from the OEM who make the Hub 3 states that power levels should as close as possible, but must not vary by more than 3 dBmV, so that seems a likely value for the VM hub.  Yours is showing a range from +2 to +6.6, so I'm suspecting that the range of your power levels may be associated with the problem you're experiencing.

Wait for the forum staff to pick this up, it'll probably need a technician to visit and fix it. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 5 of 11
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Re: Hub 3 keeps disconnecting

Hi simon69c,

 

Sorry to hear that your broadband connection keeps dropping and understand that it's frustrating for you.

 

How is your connection since you last posted?  Has there been any improvement?

 

Please let us know so we can help.

 

Regards,

 

Lisa

 

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Message 6 of 11
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Re: Hub 3 keeps disconnecting

Thanks both - looks like it was a network issue after all as although I initially had an engineer visit booked in, a short while later I got a notification that there was a fault in the area being investigated and it seems to be resolved now.

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Message 7 of 11
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Re: Hub 3 keeps disconnecting

Happy to hear that it's been resolved for you and that we were able to get to the bottom of it.

 

Please monitor your connection and let us know if you experience other issues.

 

Regards,

 

Lisa

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Message 8 of 11
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Re: Hub 3 keeps disconnecting

I'm having exactly the same problem as described in this post.  

It was happening with my Hub 2 every day at least once for the last few weeks - I managed to replicate it when I did a significant upload. I changed package (upped the internet bandwidth) and received a Hub 3 (previously used, from the logs) 2 days ago. This would not work at all until a software update was applied by the fault team, after 90 minutes on the phone.

The Hub 3 is in modem mode, and every few hours the internet is lost and the hub does not respond on 192.168.100.1.  Poweroff/on solves the problem for a couple of hours. Overnight is when my NAS backs up to the cloud (not huge amounts of data) and the connection went down 3 times during the first night, with nobody doing downloads.  We have 2 adults working from home and our 2 university age kids hitting the internet all day so the service is effectively unusable. Config reports below. Do I need an engineer?

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Message 9 of 11
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Re: Hub 3 keeps disconnecting

eeb17159123ff6db1e95a35d7292b05ec35a18f5-20-06-2020.png

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Message 10 of 11
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Re: Hub 3 keeps disconnecting

Here's the day's broadband quality monitor graph

upload.png

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