Hub in modem mode keeps dropping out, it dropped in router mode too..

[Vanderkelly]

I running the Hub 3 as a modem with ASUS router set up.  I set up the router because I thought that would help.
I am not that technical, but have followed the basic advice several times, here are some outputs from the modem logs.
Virgin Media are basically useless at responding, if anyone can see the reason, please let me know.
I am sorry if this is a repeat message.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
234750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 234750000 1 40 256 qam 13
2 242750000 0.9 40 256 qam 14
3 250750000 0.7 40 256 qam 15
4 258750000 1.4 40 256 qam 16
5 266750000 1.7 40 256 qam 17
6 274750000 1.2 40 256 qam 18
7 282750000 1.2 40 256 qam 19
8 290750000 1.4 40 256 qam 20
9 298750000 1.5 40 256 qam 21
10 306750000 1.7 40 256 qam 22
11 314750000 1.5 40 256 qam 23
12 322750000 1.7 40 256 qam 24
13 330750000 1.7 40 256 qam 25
14 338750000 -1.9 38 256 qam 26
15 346750000 1.5 40 256 qam 27
16 354750000 2.2 40 256 qam 28
17 362750000 2 40 256 qam 29
18 370750000 1.9 40 256 qam 30
19 378750000 1.7 40 256 qam 31
20 386750000 0.7 40 256 qam 32
21 394750000 -3.7 37 256 qam 33
22 402750000 0.7 40 256 qam 34
23 410750000 1.2 40 256 qam 35
24 418750000 1.4 40 256 qam 36
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 6 0
2 Locked 40.3 6 0
3 Locked 40.3 0 0
4 Locked 40.3 5 0
5 Locked 40.3 4 0
6 Locked 40.3 0 0
7 Locked 40.9 5 0
8 Locked 40.3 4 0
9 Locked 40.3 4 0
10 Locked 40.3 0 0
11 Locked 40.9 0 0
12 Locked 40.3 0 0
13 Locked 40.3 0 0
14 Locked 38.6 2 0
15 Locked 40.3 1 0
16 Locked 40.3 5 0
17 Locked 40.9 5 0
18 Locked 40.9 5 0
19 Locked 40.9 5 0
20 Locked 40.3 0 0
21 Locked 37.6 10 0
22 Locked 40.3 0 0
23 Locked 40.9 5 0
24 Locked 40.9 6 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 47 5120 64 qam 4
2 46200000 46.8 5120 64 qam 3
3 53700000 46.5 5120 64 qam 2
4 60300000 45 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078+voc-b.cm

Primary Downstream Service Flow

SFID 172408
Max Traffic Rate 690000278
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow

SFID 172407
Max Traffic Rate 44000278
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
Network Log
Time Priority Description
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:03:25 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:03:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:03:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:03:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:03:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:48:44 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:48:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:48:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:48:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:48:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 07:52:44 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 07:52:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 07:52:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 07:52:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 03:49:14 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 03:49:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 03:49:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 03:49:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 03:49:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

The network log shows the disconnections, and the cause is very probably downstream power levels, because the range is too great.  I've marked for staff to take a look and advise.

[Martin_N]

Hi Vanderkelly,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you're having with your broadband service. 

I have been able to locate your account and it does look like a technician visit may be required. 

What I will do is private message you so we can pass some data protection and look into this further. 

^Martin

[Vanderkelly]

Martin,

I have replied to your request

Kind Regards

Sean

[Vanderkelly]

Virgin (Reece 45179, nice guy),

After looking at the issues with his magic phone app, and contacting Dave at networks to test, they couldn't find anything wrong so they have replaced the router with a new router (although looking at the logs on the router this is not new, but I suspect someone's old one.. 08/09/2021-02/10/2021...today is 25/10/2021)

Anyhow we shall wait and see if this is the issue is resolved.

I will update in 1 week.

Cheers

[Travis_M]

Hi @Vanderkelly

Thanks for the reply!
 

Please be sure to keep us updated.

Regards

[Vanderkelly]

After 1 week with the new hub the issue seems to be resolved.

It took a bit too much effort on my part to get to this point, customer service is not great.

[David_Bn]

Thanks for the update @Vanderkelly, and we're pleased to hear that you've been able to find a fix to the issue with our team.

Hopefully we're able to do this in perhaps a more timely manner in future

Kindest regards,

David_Bn