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Message 11 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Network Log

Time Priority Description

12/01/2020 01:33:11criticalNo Ranging Response received - T3 time-out;CM-M-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:49Warning!RCS Partial Service;CM-MCM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:52Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:52Warning!RCS Partial Service;CM-M;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:50:56Warning!Lost MDD Timeout;CM-CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:39Warning!RCS Partial Service;CM-MAC=M-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:44Warning!Lost MDD Timeout;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:50Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 16:53:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:29Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:29Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:30Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:35Warning!Lost MDD Timeout;CM-;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 17:12:40Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
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Message 12 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

If anything those values for down and upstream are actually worse. You’re going to need another engineer visit I’m afraid.

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Message 13 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Can you power off your hub and check that all connections back to the wall socket are tight. Power back on. If your problems remain and there is no area fault you'll need another technician visit.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Message 14 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Hi pdampier

I have had a quick look at your account and cannot find any issues with your service from this end.  To help me look in to your issue further I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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Message 15 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Hi Lee_R - I didn't see a PM from you on this to reply to?

Thanks to everyone for the updates. The tech who removed the line filter said these numbers were now better and within range. How do I get an engineer back to get this fixed if a) Original tech said the figures are good and b) Issue isn't currently repro'ing? What are my options.

Many thanks for all the help!

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Message 16 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

So two weeks in now and a 2nd tech just visited (a senior tech did not show up which is a shame since it was asked for on the account/visit request by Virgin Media).... They said Hub SNR/Signal levels look good and left.

Can someone check these are they now ok? I ask as we still lose connection due to reboots (less frequently now but happened at least twice yesterday for me) - will have to spread over a few posts:

Downstream bonded channels

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

14027500000.736256 qam25
21867500000.236256 qam7
3194750000037256 qam8
4202750000-0.236256 qam9
5210750000-0.536256 qam10
6218750000-0.536256 qam11
7226750000-0.536256 qam12
8234750000-0.536256 qam13
9242750000-0.936256 qam14
10250750000-0.736256 qam15
11258750000036256 qam16
122667500000.237256 qam17
132747500000.237256 qam18
142827500000.537256 qam19
152907500000.536256 qam20
16298750000136256 qam21
17306750000137256 qam22
183147500001.237256 qam23
193227500001.237256 qam24
20410750000136256 qam26
214187500000.736256 qam27
224267500000.936256 qam28
234347500000.736256 qam29
244427500000.736256 qam30

 

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Message 17 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Downstream bonded channels

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

1Locked36.62148826296
2Locked36.61561633176
3Locked37.31405237116
4Locked36.61042551720
5Locked36.62897737773
6Locked36.62346636458
7Locked36.31517143112
8Locked36.61267240960
9Locked36.31099544764
10Locked36.31464549943
11Locked36.61369447106
12Locked37.31364347155
13Locked37.31646136431
14Locked37.31597237881
15Locked36.61669831345
16Locked36.61509444340
17Locked37.31172541225
18Locked37.32192528939
19Locked37.32283931994
20Locked36.62431225113
21Locked36.61902427084
22Locked36.62584529870
23Locked36.33115024910
24Locked36.32431027112
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Message 18 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Upstream bonded channels

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

1394000005.1512064 qam2
2462000005.1512064 qam1
3257999865.1512064 qam4
4326000005.1512064 qam3

 

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Message 19 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 20 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Network Log

Time Priority Description

13/01/2020 17:12:40Warning!RCS Partial Service;CM-8;CM-QOS=1.1;CM-VER=3.0;
15/01/2020 15:45:3criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 02:38:57ErrorDHCP RENEW sent - No response for IPv4;CM-CM-QOS=1.1;CM-VER=3.0;
17/01/2020 02:29:51ErrorDHCP REBIND WARNING - Field invalid in response;CM-;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 03:14:9ErrorDHCP RENEW sent - No response for IPv4;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 04:11:12criticalNo Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 04:47:40ErrorDHCP RENEW sent - No response for IPv4;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 05:37:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:04:37Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:04:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:04:41Warning!Lost MDD Timeout;CM-8;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:05:28criticalNo Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:6Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-M;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:7Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:10Warning!Lost MDD Timeout;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:40Warning!RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;
22/01/2020 12:19:49Warning!RCS Partial Service;CM-8;CM-QOS=1.1;CM-VER=3.0;
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