Virgin Media Community

[tonyhogarth]

Hi, three days ago my Virgin Broadband started dropping connection intermittently needing a restart of the hub each time. Since then it has got progressively worse and now drops out around every 15 minutes. 

I was running the hub in modem mode to an ASUS router so I reset the the hub to its original setting to see if that worked but still the same.

Most of the time I can’t get the Virgin Media app to connect to the hub and then when it does it says it’s fine.

When I run the network diagnostic on the PC it gives the error - Hub 3 partial service (DS only)).

Even when it does connect I’m only getting a speed of around 36megs when I’m on the 200meg plan.

Can someone please advise?

Thanks

Tony

[Andruser]

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.  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.

[Andruser]

Of course if your Hub is back in modern mode that link won't work, but you'll know how to reach the log in page.

[tonyhogarth]

Hi, thanks for the quick reply, here's the network log.   Network Log

Time Priority Description

18/01/2021 11:33:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:32:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:31:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:26:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:26:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:26:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:25:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:25:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:22:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:22:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:14	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:21:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:20:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:20:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tonyhogarth]

Sorry I had to split these from the Metwork data, it wouldn't let me send them all together.

Downstream bonded channels

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

1	331000000	1.2	36	256 qam	25
2	203000000	7.1	38	256 qam	9
3	211000000	7.1	36	256 qam	10
4	235000000	7.6	38	256 qam	13
5	243000000	6.9	38	256 qam	14
6	251000000	5	36	256 qam	15
7	259000000	4.5	35	256 qam	16
8	267000000	5	35	256 qam	17
9	275000000	6	38	256 qam	18
10	283000000	3.7	38	256 qam	19
11	291000000	1.7	37	256 qam	20
12	299000000	1.5	35	256 qam	21
13	307000000	3.2	37	256 qam	22
14	315000000	4.5	38	256 qam	23
15	323000000	2.4	37	256 qam	24
16	371000000	1.9	37	256 qam	26
17	379000000	3.5	37	256 qam	27
18	387000000	4.5	38	256 qam	28
19	395000000	4.1	24	256 qam	29
20	403000000	2.4	38	256 qam	30
21	411000000	2.2	38	256 qam	31
22	419000000	2.9	37	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.3	499923	47919
2	Locked	38.6	289165	4626
3	Locked	36.3	6778183	45287
4	Locked	38.9	414397	3141
5	Locked	38.9	43184	1496
6	Locked	36.6	13253961	2329
7	Locked	35.5	85591421	2548
8	Locked	35.7	36101635	2417
9	Locked	38.9	38309	1520
10	Locked	38.6	18923	1804
11	Locked	37.3	235690	3851
12	Locked	35.5	438765	47674
13	Locked	37.6	377167	132592
14	Locked	38.6	316635	2272
15	Locked	37.3	109431	1704
16	Locked	37.6	368644	51847
17	Locked	37.6	363585	172052
18	Locked	38.6	387822	12082
19	Locked	24	5	1128260
20	Locked	38.6	60270	723
21	Locked	38.6	364491	16236
22	Locked	37.6	404906	94307

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password

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

1

46200000

57

5120

64 qam

3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

[jem101]

It's failed to provision the service properly, you are missing some of the DS channels entirely (hence the Partial Service messages) and because it's not too sure what it should be doing, it hasn't bonded the four US channels at all. The channels you do have seem quite 'noisy' and so there are excessive errors on them. The only thing you can reasonably do is to check all the cable connections are sound and no obvious damage anywhere, failing that it'll be an engineer visit.

[tonyhogarth]

In the network log there are numbers which aren't appearing in the message that I sent to you and are being replaced with asterisks in the email - I don't know if that has any bearing on your reply - just out of curiosity too, what are you looking out for to tell the channels are "noisy".

Thanks again