Hub 5 no internet connection

[CC29]

For the last five days or so my Hub 5 has stopped connecting to the internet in the evenings, mainly between 7pm and 10pm. Last night, it was off for around an hour, despite a reboot, and even when it did come on, it took another hour or so before the Xbox and Ring doorbell would reconnect. Tried reporting it via the chat but gave up after an hour. Is there anything that anyone could recommend, such as changing the broadcast channels, before I get onto the technical support teams. 

[jbrennand]

Follow these steps...

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

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 and fix estimates, down to street cab/ postcode level.

_______________

If nothing is being reported there... can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
____________________________

If it is affecting ethernet connections can you do this.....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[CC29]

Thanks for this. I have not lost connection for the last two days, so I've set up the BQM on Thinkbroadband as a start. Can I just clarify that you only need me to upload the downstream, upstream and network logs if there is an issue that affects both wifi and ethernet, I can't tell at the moment as I have nothing connected on ethernet so I was waiting for the next outage to plug my laptop in to an ethernet port and check. Just for info though, the current Network data looks like this

Time Priority Description

15-02-2024 21:16:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:08:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	Dynamic Range Window violation
15-02-2024 21:08:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:23	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:23	warning	Dynamic Range Window violation
15-02-2024 21:08:23	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:18	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;
15-02-2024 21:08:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:10	critical	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:00	notice	Honoring MDD; IP provisioning mode = IPv4
15-02-2024 21:07:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:47	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:46	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:41	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:41	error	D31 Secure software download can't start, Time of Day has not completed.
15-02-2024 21:04:41	notice	REGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:04:38	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:28	warning	Dynamic Range Window violation

[jbrennand · Accepted solution]

"Can I just clarify that you only need me to upload the downstream, upstream and network logs "

No - as I said above it is the tables of data that are of interest....

"Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages."

______________

[CC29]

Thanks.

3.0 Downstream channels

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

1	306000000	0.9	42	QAM 256	22
2	138000000	1.9	42	QAM 256	1
3	146000000	1.4	42	QAM 256	2
4	154000000	1.6	42	QAM 256	3
5	162000000	1.8	42	QAM 256	4
6	170000000	1.9	42	QAM 256	5
7	178000000	2.1	42	QAM 256	6
8	186000000	2.3	43	QAM 256	7
9	194000000	2.5	42	QAM 256	8
10	202000000	2.3	42	QAM 256	9
11	210000000	2.1	42	QAM 256	10
12	218000000	2.2	42	QAM 256	11
13	226000000	2.2	42	QAM 256	12
14	234000000	2.2	42	QAM 256	13
15	242000000	1.7	42	QAM 256	14
16	250000000	1.6	42	QAM 256	15
17	258000000	2	42	QAM 256	16
18	266000000	1.4	42	QAM 256	17
19	274000000	0.9	42	QAM 256	18
20	282000000	1	42	QAM 256	19
21	290000000	1.3	42	QAM 256	20
22	298000000	1.4	42	QAM 256	21
23	314000000	0.7	42	QAM 256	23
24	322000000	0.9	42	QAM 256	24
25	330000000	1	42	QAM 256	25
26	338000000	0.9	42	QAM 256	26
27	346000000	0.7	41	QAM 256	27
28	354000000	0.5	41	QAM 256	28
29	362000000	0.7	41	QAM 256	29
30	370000000	1.1	41	QAM 256	30
31	378000000	0.5	41	QAM 256	31
32	386000000	0.3	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	42	4	0
3	Locked	42	7	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	43	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	3	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	2	0
30	Locked	41	38	0
31	Locked	41	10	0
32	Locked	41	8	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

41

0.3

2180882217

39386

3.0 Upstream channels

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

0	60300000	37.3	5120	QAM 64	1
1	53700000	37.8	5120	QAM 64	2
2	46200000	37.8	5120	QAM 64	3
3	39400000	37.8	5120	QAM 64	4
4	32600000	37.3	5120	QAM 64	5
5	23600000	37.8	5120	QAM 64	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	3	0
1	ATDMA	0	1	1	0
2	ATDMA	0	1	3	0
3	ATDMA	0	1	4	0
4	ATDMA	0	1	1	0
5	ATDMA	0	1	3	0

[jbrennand]

All those numbers are in range and look good. 

But something clearly went awry on the 15th as witnessed by the logs.. I dont suppose you have the BQM  covering those times do you? If so post it up - and a link to your live BQM.

It may well be something were aware of their network and fixing it so all is well now.

[BryMich]

Can someone tell me where to find this info?
Having issues myself, posted a thread, but cant seem to see any of this info

[CC29]

Hi John,

Many thanks for you help so far. Unfortunately, I only created the live BQM today so it won't show what happened on 15th. I did check the service status on that day, and all the others I'd had issues, and couldn't see anything that suggested it was a known fault. Here's the link to the live BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/985a7a129be8a0545492561dc567589091c3c2cc

[Matthew_ML]

This link is showing as broken sorry, please could you re- attach it so we can take a look?

[CC29]

Hi Matt, link attached.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/985a7a129be8a0545492561dc567589091c3c2cc