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TGuppy
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Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Sent here by twitter for support, after 2 hours on the phone with no resolution over the weekend.

My Virgin Media SuperHub 3 is in Modem mode, and has been reconnecting 15 times a day to the Virgin network since 18:40 on Friday evening. Nothing wrong with my networking equipment, only with my hub's connection to the Virgin Cable Network.

I was promised a callback by the 'technical team' on the phone this morning but it has been over 4 hours.

Any help would be appreciated as my partner will be working from home tomorrow and dropped connection during meetings will not be accepatable.

lotharmat
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Message 2 of 13
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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TGuppy
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
259000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 
 
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TGuppy
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Downstream bonded channels

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

12590000007.840256 qam16
21390000001040256 qam1
31470000001040256 qam2
41550000009.940256 qam3
51630000009.440256 qam4
61710000009.140256 qam5
7179000000940256 qam6
81870000009.440256 qam7
91950000009.140256 qam8
102030000008.940256 qam9
11211000000940256 qam10
12219000000940256 qam11
132270000008.640256 qam12
142350000008.440256 qam13
15243000000840256 qam14
162510000007.840256 qam15
172670000008.340256 qam17
182750000008.440256 qam18
192830000008.340256 qam19
202910000008.440256 qam20
212990000008.940256 qam21
223070000008.440256 qam22
23315000000840256 qam23
243230000008.440256 qam24



Downstream bonded channels

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

1Locked40.900
2Locked40.350
3Locked40.940
4Locked40.370
5Locked40.360
6Locked40.900
7Locked40.300
8Locked40.330
9Locked40.950
10Locked40.360
11Locked40.350
12Locked40.950
13Locked40.940
14Locked40.950
15Locked40.350
16Locked40.910
17Locked40.360
18Locked40.950
19Locked40.950
20Locked40.950
21Locked40.950
22Locked40.960
23Locked40.300
24Locked40.900
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Upstream bonded channels

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

13940000042512064 qam2
24620000042.5512064 qam1
33260000042512064 qam3
42580000041.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

SFID58022
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID58021
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

Network Log

Time Priority Description

17/06/2021 21:53:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 15:35:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 15:05:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 17:47:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 22:44:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:11:37criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:10:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:09:54criticalReceived 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;
10/06/2021 11:05:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:05:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:05:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:05:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:05:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 11:05:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:53:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 00:23:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 07:26:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 12:23:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 17:02:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 17:02:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 8 of 13
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

There's a couple of downstream channels that are right at the top of acceptable!

I'd say VM would likely book an engineer to fix!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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TGuppy
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

https://www.thinkbroadband.com/broadband/monitoring/quality/share/da083df49a1672ecaa6616e6f7c6063e19f33103

 

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TGuppy
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Message 10 of 13
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Re: Hub has restarted the connection 15 times a day since 18:40 Friday 18th

That's what I've been trying to tell them on the phone. The last engineer took our attenuator when we moved from out property that needed it to this one which initially didn't. Shame. I should have kept it.

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