14-07-2021 11:57 - edited 14-07-2021 12:01
Hi
I have my VirginMedia Hub3.0 running in modem mode and over the past 48 hours I've been experiencing intermittent broadband connectivity. I have a broadband monitor running between the internet and the hub and it definitely looks like the packet drops are on the internet facing side. Here's the broadband monitor and the stats from the hub. According to Virgin there are no local faults in my area that would be affecting the connectivity. Any suggestions welcome.
Thanks
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 338750000 | -0.9 | 40 | 256 qam | 26 |
2 | 202750000 | -2.2 | 40 | 256 qam | 9 |
3 | 210750000 | -2 | 40 | 256 qam | 10 |
4 | 218750000 | -1.9 | 38 | 256 qam | 11 |
5 | 226750000 | -2.7 | 38 | 256 qam | 12 |
6 | 234750000 | -2.2 | 40 | 256 qam | 13 |
7 | 242750000 | -2.7 | 38 | 256 qam | 14 |
8 | 250750000 | -2.2 | 38 | 256 qam | 15 |
9 | 258750000 | -2 | 40 | 256 qam | 16 |
10 | 266750000 | -2 | 40 | 256 qam | 17 |
11 | 274750000 | -2.2 | 40 | 256 qam | 18 |
12 | 282750000 | -1.2 | 40 | 256 qam | 19 |
13 | 290750000 | -1.4 | 40 | 256 qam | 20 |
14 | 298750000 | -1.4 | 40 | 256 qam | 21 |
15 | 306750000 | -1 | 40 | 256 qam | 22 |
16 | 314750000 | -1.2 | 38 | 256 qam | 23 |
17 | 322750000 | -1.9 | 40 | 256 qam | 24 |
18 | 330750000 | -1 | 40 | 256 qam | 25 |
19 | 346750000 | -1.4 | 40 | 256 qam | 27 |
20 | 354750000 | -1.2 | 40 | 256 qam | 28 |
21 | 362750000 | -1.2 | 40 | 256 qam | 29 |
22 | 370750000 | -2 | 40 | 256 qam | 30 |
23 | 378750000 | -1.5 | 40 | 256 qam | 31 |
24 | 386750000 | -1.5 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.3 | 17 | 0 |
3 | Locked | 40.3 | 44 | 0 |
4 | Locked | 38.6 | 36 | 0 |
5 | Locked | 38.9 | 35 | 0 |
6 | Locked | 40.9 | 18 | 0 |
7 | Locked | 38.9 | 14 | 0 |
8 | Locked | 40.3 | 8 | 0 |
9 | Locked | 40.3 | 13 | 0 |
10 | Locked | 40.3 | 7 | 0 |
11 | Locked | 40.3 | 3 | 0 |
12 | Locked | 40.9 | 8 | 0 |
13 | Locked | 40.3 | 5 | 0 |
14 | Locked | 40.3 | 8 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 38.9 | 8 | 0 |
17 | Locked | 40.3 | 1 | 0 |
18 | Locked | 40.9 | 8 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 40.3 | 8 | 0 |
21 | Locked | 40.9 | 6 | 0 |
22 | Locked | 40.3 | 4 | 0 |
23 | Locked | 40.9 | 8 | 0 |
24 | Locked | 40.3 | 11 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 46.5 | 5120 | 64 qam | 3 |
2 | 32600000 | 46.8 | 5120 | 64 qam | 5 |
3 | 39400000 | 47.3 | 5120 | 64 qam | 4 |
4 | 53700000 | 47.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 47 | 0 |
2 | ATDMA | 0 | 0 | 11 | 0 |
3 | ATDMA | 0 | 0 | 10 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
on 14-07-2021 12:01
And the log messages
Network Log
Time Priority Description
14/07/2021 10:44:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:38:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:38:9 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:37:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:37:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:37:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:37:9 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:36:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:36:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:35:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:35:9 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:30:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:30:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:30:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:30:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:24:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:24:30 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:24:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:24:10 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 10:23:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 14-07-2021 12:02
on 14-07-2021 12:27
Hi
Thanks for the reply. The hub was rebooted last night, uptime is about 16 hours. And according to the service status line there are no local faults in the area.
Thanks
on 14-07-2021 12:44
Looks to me like noise ingress on the upstream. Also the red at the top of the graph like that can be indicative of VM working on the network overnight. Call customer services and report the problem.
on 26-07-2021 09:04
Hi
I'm still getting lots of packet loss. Could a VM staff member take a look please and let me know what needs to be done to resolve the issue?
Thanks
on 26-07-2021 09:17
Hi @gbmurs,
Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're reporting ongoing intermittent connection issues!
I can understand that this can be very frustrating.
I was able to locate your account through your Forum details, and I can see that there are some upstream power levels that are currently looking our of spec.
In order to have this resolved, we will need to book in a technician appointment for you. I will need you to confirm a few details with me over Private Message in order to have the appointment booked in.
Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.
Thanks! 🙂
on 26-07-2021 10:08
Hi @gbmurs,
Thank you for confining your details with me over Private Message.
I was able to book in your appointment for the first available time slot and confirmed the time and date with you over PM.
You can manage your appointment via your online account if any changes need to be made.
Please keep us updated on how your appointment is going and let us know if you need any further help.
Thanks! 🙂
on 29-07-2021 20:28
Hi
An engineer visited yesterday and made some changes at the junction box in the street. I'm still experiencing relatively frequent packet drops though.
Could a VM staff member take a look please and see what else can be done?
Here's the link to the Broadband Quality Monitor on my connection.
Thanks
on 29-07-2021 20:34
Here are the hub connection stats. I have it running in modem mode.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 186750000 | -0.7 | 38 | 256 qam | 7 |
2 | 138750000 | -0.2 | 40 | 256 qam | 1 |
3 | 146750000 | -0.5 | 38 | 256 qam | 2 |
4 | 154750000 | -0.4 | 40 | 256 qam | 3 |
5 | 162750000 | -0.5 | 40 | 256 qam | 4 |
6 | 170750000 | -0.7 | 38 | 256 qam | 5 |
7 | 178750000 | -1 | 38 | 256 qam | 6 |
8 | 194750000 | -0.7 | 40 | 256 qam | 8 |
9 | 202750000 | -0.5 | 40 | 256 qam | 9 |
10 | 210750000 | -0.2 | 38 | 256 qam | 10 |
11 | 218750000 | -0.4 | 38 | 256 qam | 11 |
12 | 226750000 | -1.2 | 38 | 256 qam | 12 |
13 | 234750000 | -0.7 | 40 | 256 qam | 13 |
14 | 242750000 | -1.2 | 38 | 256 qam | 14 |
15 | 250750000 | -1 | 38 | 256 qam | 15 |
16 | 258750000 | -0.4 | 40 | 256 qam | 16 |
17 | 266750000 | -0.4 | 40 | 256 qam | 17 |
18 | 274750000 | -0.5 | 40 | 256 qam | 18 |
19 | 282750000 | 0.4 | 40 | 256 qam | 19 |
20 | 290750000 | 0.4 | 40 | 256 qam | 20 |
21 | 298750000 | 0.4 | 40 | 256 qam | 21 |
22 | 306750000 | 0.7 | 40 | 256 qam | 22 |
23 | 314750000 | 0.5 | 40 | 256 qam | 23 |
24 | 322750000 | 0 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 56 | 0 |
2 | Locked | 40.3 | 3128 | 37 |
3 | Locked | 38.9 | 3811 | 0 |
4 | Locked | 40.9 | 213 | 0 |
5 | Locked | 40.3 | 98 | 0 |
6 | Locked | 38.9 | 104 | 0 |
7 | Locked | 38.9 | 80 | 0 |
8 | Locked | 40.3 | 202 | 0 |
9 | Locked | 40.3 | 81 | 0 |
10 | Locked | 38.9 | 104 | 0 |
11 | Locked | 38.9 | 44 | 0 |
12 | Locked | 38.9 | 65 | 0 |
13 | Locked | 40.3 | 37 | 0 |
14 | Locked | 38.9 | 29 | 0 |
15 | Locked | 38.9 | 22 | 0 |
16 | Locked | 40.3 | 18 | 0 |
17 | Locked | 40.3 | 10 | 0 |
18 | Locked | 40.3 | 10 | 0 |
19 | Locked | 40.9 | 12 | 0 |
20 | Locked | 40.9 | 11 | 0 |
21 | Locked | 40.3 | 8 | 0 |
22 | Locked | 40.3 | 9 | 0 |
23 | Locked | 40.3 | 10 | 0 |
24 | Locked | 40.3 | 5 | 0 |