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marting24
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Message 1 of 23
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Hub 3 wifi dropping out

New customer

Had new hub for a week now, seemed to drop and reconnect couple of times at start of week. Today been continually dropping out and reconnecting for very short period. I've reset the hub but to no avail. Any suggestions?

Additionally not sure linked but watching bt sport it keeps going all blocky occasionally. 

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Re: Hub 3 wifi dropping out

 

Found a network log
Network LogTime Priority Description
18/04/2019 22:20:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:20:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:20:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:20:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:20:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:21:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 22:23:28criticalReceived 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;
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Re: Hub 3 wifi dropping out

On day of internet failures - some short, some not so short. - new hub arriving today, I don't have much faith in this solving the problem

 

Net Uptime Monitor Failure Log (NetUptimeMonitor.com)

=======================================
21/04/2019 13:01:37 Log Start
---------------------------------------
Failure Start Length
21/04/2019 17:52:09 0:00:16
21/04/2019 18:32:09 0:08:29
21/04/2019 18:40:46 0:13:15
21/04/2019 19:26:45 0:11:59
21/04/2019 20:05:20 0:00:07
21/04/2019 20:12:38 0:00:34
21/04/2019 20:30:42 0:00:24
21/04/2019 20:31:26 0:00:09
21/04/2019 20:31:53 0:01:09
21/04/2019 20:37:17 0:00:17
21/04/2019 20:37:43 0:00:07
21/04/2019 20:37:58 0:03:25
21/04/2019 20:42:06 0:29:58
21/04/2019 21:13:02 0:00:09
21/04/2019 21:13:28 0:00:46
21/04/2019 21:14:29 0:01:10
21/04/2019 21:18:38 0:00:12
21/04/2019 21:21:02 0:00:08
21/04/2019 21:24:57 0:00:13
21/04/2019 21:26:04 0:00:05
21/04/2019 21:31:03 0:00:05
21/04/2019 21:31:30 0:40:06
21/04/2019 22:12:31 0:07:15
21/04/2019 22:19:55 0:00:13
21/04/2019 22:20:30 0:00:20
21/04/2019 22:21:12 4:39:26
22/04/2019 03:01:52 0:12:00
22/04/2019 03:15:38 0:00:08
22/04/2019 03:20:15 0:00:09
22/04/2019 03:20:47 0:00:18
22/04/2019 03:24:42 0:01:11
22/04/2019 03:28:12 0:00:12
22/04/2019 03:32:40 0:00:05
22/04/2019 03:36:02 0:00:12
22/04/2019 03:38:25 0:00:05
22/04/2019 03:38:39 0:00:14
22/04/2019 03:40:08 0:00:05
22/04/2019 03:41:15 0:01:05
22/04/2019 03:42:58 0:01:04
22/04/2019 03:59:44 0:00:27
22/04/2019 04:00:20 0:00:11
22/04/2019 04:01:00 0:00:23
22/04/2019 04:02:04 0:00:21
22/04/2019 04:02:35 0:01:32
22/04/2019 10:15:36 0:01:58
22/04/2019 10:17:44 0:17:30
22/04/2019 10:35:23 0:01:04
22/04/2019 10:49:44 0:01:13
22/04/2019 10:56:04 0:01:10
22/04/2019 11:02:02 0:08:43
22/04/2019 11:11:20 0:16:46
22/04/2019 11:42:35 0:05:44
22/04/2019 11:48:28 0:03:12
22/04/2019 11:52:34 0:15:39
22/04/2019 12:13:27 0:01:10
22/04/2019 12:33:42 0:01:07
22/04/2019 12:35:07 3:40:06
22/04/2019 16:41:48 0:07:09
22/04/2019 16:49:06 0:03:08
22/04/2019 17:38:14 0:00:43
22/04/2019 17:43:51 0:00:12
22/04/2019 17:44:12 0:00:13
22/04/2019 17:46:30 0:01:09
22/04/2019 17:50:15 0:00:12
22/04/2019 17:50:50 0:00:07
22/04/2019 19:55:56 0:00:16
22/04/2019 21:59:34 0:00:32

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Message 4 of 23
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Re: Hub 3 wifi dropping out

Hi marting24,

 

Thanks for posting. Apologies for the broadband issues. Have you received your new hub and activated it? If so, has this solved the issue?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 5 of 23
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Re: Hub 3 wifi dropping out

I have received the new hub and have installed. In the last 3hours I've had no drop out but I'll wait and test for a few days before I say issue is solved. 

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Re: Hub 3 wifi dropping out

So 2 days of running with the new hub you provided - we had 4/5 dropouts yesterday of very short period. Today we had 15 dropouts, mostly for short periods10-30 secs, but 2 longer periods of 8 mins and 15 mins. Surely this can't be right any suggestions? below is some messages from the network log and also my monitor log of dropouts.

26/04/2019 19:51:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2019 19:51:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2019 19:51:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2019 19:51:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2019 19:51:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2019 19:51:53criticalSYNC Timing Synchronization failure - Loss of S

 

Failure       Start         Length

26/04/2019 12:21:38 0:08:10
26/04/2019 12:29:57 0:00:14
26/04/2019 14:40:20 0:00:09
26/04/2019 14:58:43 0:00:46
26/04/2019 15:05:19 0:00:16
26/04/2019 15:05:50 0:00:26
26/04/2019 15:07:16 0:00:29
26/04/2019 17:22:47 0:00:07
26/04/2019 17:23:28 0:00:30
26/04/2019 17:24:52 0:00:13
26/04/2019 19:42:42 0:00:09
26/04/2019 19:47:00 0:00:34
26/04/2019 19:47:49 0:00:09
26/04/2019 19:48:07 0:14:59

 

 

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Message 7 of 23
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Re: Hub 3 wifi dropping out

please also find below the downstream numbers - how do these look as I saw a lot of comments on other posts where something is not right.

12987500004.940256 qam21
21947500005.540256 qam8
32027500005.340256 qam9
4210750000540256 qam10
52187500005.140256 qam11
62267500004.940256 qam12
72347500004.840256 qam13
82427500004.640256 qam14
92507500004.840256 qam15
102587500004.640256 qam16
112667500004.840256 qam17
122747500004.640256 qam18
132827500004.840256 qam19
142907500004.840256 qam20
153067500004.640256 qam22
163147500004.640256 qam23
173227500004.840256 qam24
184027500003.440256 qam25
194107500003.540256 qam26
204187500003.540256 qam27
21426750000340256 qam28
224347500002.740256 qam29
234427500002.540256 qam30
244507500002.740256 qam31



Downstream bonded channels

1Locked40.31813
2Locked40.91317
3Locked40.91517
4Locked40.31113
5Locked40.91115
6Locked40.3715
7Locked40.91014
8Locked40.31215
9Locked40.31014
10Locked40.9913
11Locked40.91414
12Locked40.91016
13Locked40.9815
14Locked40.91014
15Locked40.3718
16Locked40.92215
17Locked40.9215
18Locked40.9615
19Locked40.91817
20Locked40.9914
21Locked40.9815
22Locked40.92215
23Locked40.3914
24Locked40.96

15

 

 

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Message 8 of 23
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Re: Hub 3 wifi dropping out

This is not on, I've called customer care and told there are not red flags about issues in my area or on my network.

From 3pm this afternoon lots of internet dropping out - even for over 2 hours! I thought BT was bad but this is ridiculous.as i'm on my 15th day and I've had a 2nd box and tried without much assistance from your helpdesk as they repeated ther were no issues, I would like to cancel my account but you are now shut.

Failure Start Length

28/04/2019 15:16:47 0:07:29
28/04/2019 15:31:51 0:06:22
28/04/2019 15:42:03 0:07:34
28/04/2019 15:50:07 0:00:13
28/04/2019 15:54:55 0:00:06
28/04/2019 15:56:06 0:00:51
28/04/2019 15:58:24 2:15:20

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Message 9 of 23
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Re: Hub 3 wifi dropping out

So I've got through to cancellation desk, can't do this now as its too long and its no good me telling the helpdesk last night as I didn't get through to the cancellation team!

heres my story. anyone want to help?

Virgin media paid for engineer installed afternoon of the 13th April. Intermittent wifi connection for the first week, contacted help desk and we went through reset steps and they sent out a new hub. Personally Installed on Tuesday 23rd april, intermittent WiFi drops outs seen on an uptime monitor and home heating system (short 1/2 mins and long drop outs 2hrs). Contacted help desk 28th April after a 2 hour + outage. As it was after the incident they could not find any red flags on my system and could not suggest a route forward. I asked to be put through to cancellation team as I was still in cooling off period I believe (14days) but they were shut. I asked the engineer to make a note on account that I tried to cancel. This morning 29th I got through to cancellation team, he told me was too late to cancel and would require an engineer to come out 3 times in 30 days, put me through to book engineer, can't book engineer as no current issue. Went back to cancellation team was advised I can't do anything and need to call for engineer when there is a problem and that I'm now locked in. 

 

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Message 10 of 23
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Re: Hub 3 wifi dropping out

lots problems again on 29th April, called helpdesk, they have agreed to send engineer, he arrived today and told us there is a problem on the network, and that he will be contacting a network engineer to assess but could be 2 weeks!!!

he said that when we had the 2 hour outage there may have been a problem in the area, when I've called your team they have told me there are no red flags and no issues in my area, so please explain.

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