Hub 5 intermittent connection

[mani_bhasin]

Hi - looking for advice and support as I’m not getting anywhere with VM.

I’m on my second Hub 5 and still experiencing drop outs in connection - it feels like I’m constantly call VM but to no avail, they say they have logged a ticket with 2nd level tech support but I never hear back! 

I work from home, my laptop is connected via Ethernet and I still the connection drops intermittently throughout the day. During Teams calls, I can hear other people in the call but I sound like a robot or they only hear some parts of what I’m saying - this is so frustrating!!

This also happens when connected via wifi and is no limited to my laptop - all device are affected.

VM response we’ll send you another wifi pod?! Aarrghhh!

and to top it off they’ve increased the monthly bill?!

Has anybody else experienced this type of issue? Before I switch broadband provider.

Any advice would be much appreciated and probably more helpful than VM.

[mani_bhasin]

 Forgot to add this to the original thread

[newapollo]

Hi @mani_bhasin 

Your BQM  has been rejected as it shows your IP address, you need to remove that and repost the BQM.

It would also be useful for the tech guru's on the forum so that they can look into your issues if you would post the hub stats.

They need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

[mani_bhasin]

Many thanks for the advice @newapollo!

Attached are the BQM from yesterday and today:

18/1119/11

Also Router Status Data:

Downstream bonded channels

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

1	306000000	6.8	42	QAM 256	22
2	138000000	4.4	40	QAM 256	1
3	146000000	4.4	40	QAM 256	2
4	154000000	4.7	40	QAM 256	3
5	162000000	4.9	40	QAM 256	4
6	170000000	5	41	QAM 256	5
7	178000000	5.1	41	QAM 256	6
8	186000000	5.1	41	QAM 256	7
9	194000000	5.2	41	QAM 256	8
10	202000000	5.3	41	QAM 256	9
11	210000000	5.7	41	QAM 256	10
12	218000000	5.9	41	QAM 256	11
13	226000000	6	41	QAM 256	12
14	234000000	5.9	41	QAM 256	13
15	242000000	5.7	41	QAM 256	14
16	250000000	5.5	41	QAM 256	15
17	258000000	5.7	41	QAM 256	16
18	266000000	5.9	42	QAM 256	17
19	274000000	6	42	QAM 256	18
20	282000000	6.5	42	QAM 256	19
21	290000000	7.1	42	QAM 256	20
22	298000000	7.2	42	QAM 256	21
23	314000000	7	42	QAM 256	23
24	322000000	7.4	42	QAM 256	24
25	330000000	7.6	43	QAM 256	25
26	338000000	7.6	43	QAM 256	26
27	346000000	7.8	43	QAM 256	27
28	354000000	7.6	43	QAM 256	28
29	362000000	7.5	43	QAM 256	29
30	370000000	7.3	43	QAM 256	30
31	378000000	7.5	43	QAM 256	31

Downstream bonded channels

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

1	Locked	42	99	0
2	Locked	40	39	0
3	Locked	40	33	0
4	Locked	40	31	0
5	Locked	40	39	0
6	Locked	41	30	0
7	Locked	41	31	0
8	Locked	41	42	0
9	Locked	41	48	0
10	Locked	41	39	0
11	Locked	41	58	0
12	Locked	41	48	0
13	Locked	41	57	0
14	Locked	41	68	0
15	Locked	41	57	0
16	Locked	41	75	0
17	Locked	41	63	0
18	Locked	42	64	0
19	Locked	42	76	0
20	Locked	42	74	0
21	Locked	42	66	0
22	Locked	42	81	0
23	Locked	42	107	0
24	Locked	42	105	0
25	Locked	43	103	0
26	Locked	43	103	0
27	Locked	43	95	0
28	Locked	43	91	0
29	Locked	43	124	0
30	Locked	43	121	0
31	Locked	43	115	0

Upstream bonded channels

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

0	46200000	49.3	5120	QAM 64	1
1	39400000	49.3	5120	QAM 64	2
2	32600000	49.3	5120	QAM 64	3
3	25800000	49	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

18-11-2022 07:32:08	notice	REGISTRATION COMPLETE - Waiting for Operational status
18-11-2022 07:32:01	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 07:31:59	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 07:31:57	notice	Honoring MDD; IP provisioning mode = IPv4
18-11-2022 07:31:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 07:31:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 07:31:32	critical	Cable Modem Reboot due to master console reset

[jbrennand]

BQM is dreadful - stats are OK - someone else needs to comment on the logs.

What devices do you have plugged into the Hub on ethernet cables? You could swap those cables to new Cat6a ones as they can "fail" and 6a has better shielding from crosstalk and interference.

Then all I can suggest is to do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing or dog chews!. When it gets light, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Also, check for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

[mani_bhasin]

Thanks @jbrennand I’ve checked all cables at the back of the hub 5 and everything seems good - however good shout about the box outside I shall take a look in the morning.

[mani_bhasin]

I checked the grey box outside my house. All seems good, connection is tight but still experiencing issues

[jbrennand]

And ethernet connected devices?

[mani_bhasin]

Just my work laptop and wd cloud NAS that are connected via Ethernet 

[jbrennand]

See this as an experiment...
_________________________

There is another possibility, there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables, external drives, and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues (you have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best.

Then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues

Examples.
See message 21 in the first and 13 in the second.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2