Intermittent Dropouts / Disconnects

[Ceodod]

Hello!

For the past week or two we've been experience regular dropouts on our 1gb service, dozens of times a day. Whilst we've had a few dropouts lasting up to 5mins, they are usually only brief, 10-30seconds, but it's enough to cause havoc with 3 of us working at home, getting constantly kicked off work meetings etc.

Internal set up is solid. Virgin Hub 4 is in modem mode to an Asus RT-AX86U with Merlin firmware. Mix of wired and wireless devices (all drop at the same time).

We had an engineer out about a month ago after our virgin hub failed from a power cut. He replaced that but took the 'booster' we had installed with him. When we first had virgin installed, I remember that engineer saying we were quite a long way from the cabinet, and the booster would help with any issues. Not sure if that could be part of the problem? Thought it worth mentioning...

I was hoping someone more knowledgeable might please be able to have a look at the info below and see if anything stands out, thanks!

I started the BQM running late last night, so it doesn't have full data yet but link here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a002c21b0841a46568f7f256354e7de4fe8ab6c0

 

Network Log

Time Priority Description

Fri 16/09/2022 13:52:07	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 13:52:07	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 13:53:08	3	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;
Fri 16/09/2022 13:58:50	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 13:59:02	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 13:59:02	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 20:37:38	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/09/2022 21:51:18	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 17/09/2022 19:36:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 17/09/2022 21:13:02	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 18/09/2022 22:38:45	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 19/09/2022 14:10:20	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 20/09/2022 01:34:28	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 20/09/2022 01:34:28	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 20/09/2022 14:51:34	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/09/2022 15:33:25	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/09/2022 15:33:39	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/09/2022 15:33:40	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 22/09/2022 03:17:07	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 22/09/2022 11:53:49	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/09/2022 04:47:15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/09/2022 11:45:32	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/09/2022 11:45:32	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/09/2022 12:41:26	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/09/2022 13:16:17	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/09/2022 08:33:48	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/09/2022 08:33:48	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/09/2022 09:07:07	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/09/2022 16:49:48	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/09/2022 17:11:06	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 03:15:48	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 03:15:48	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 04:05:10	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 04:46:32	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 13:38:09	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 13:46:50	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 18:29:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/09/2022 19:46:53	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 27/09/2022 00:12:13	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 27/09/2022 00:47:31	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 27/09/2022 00:47:56	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 27/09/2022 00:47:56	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Ceodod]

3.0 Downstream channels

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

48	514750000	4.4	40.4	QAM256	48
18	274750000	6.4	39	QAM256	18
19	282750000	6.2	40.4	QAM256	19
20	290750000	6.3	39	QAM256	20
21	298750000	6.7	38.6	QAM256	21
22	306750000	6.3	40.4	QAM256	22
23	314750000	5.7	39	QAM256	23
24	322750000	4.7	38.6	QAM256	24
25	330750000	4.6	39	QAM256	25
26	338750000	4.5	39	QAM256	26
27	346750000	4.9	39	QAM256	27
28	354750000	5	39	QAM256	28
29	362750000	4.7	38.6	QAM256	29
30	370750000	4.3	38.6	QAM256	30
31	378750000	4.1	39	QAM256	31
32	386750000	4.2	38.6	QAM256	32
33	394750000	4.3	39	QAM256	33
34	402750000	4.7	40.4	QAM256	34
35	410750000	4.5	40.4	QAM256	35
36	418750000	4	39	QAM256	36
37	426750000	3.7	38.6	QAM256	37
38	434750000	3.6	39	QAM256	38
39	442750000	4.1	40.4	QAM256	39
40	450750000	4.6	40.4	QAM256	40
41	458750000	4.6	40.9	QAM256	41
42	466750000	4.5	40.4	QAM256	42
43	474750000	3.9	40.4	QAM256	43
44	482750000	3.8	40.4	QAM256	44
45	490750000	3.8	39	QAM256	45
46	498750000	4.1	39	QAM256	46
47	506750000	4.3	40.4	QAM256	47

3.0 Downstream channels

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

48	Locked	40.366287	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.983261	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0
36	Locked	38.983261	0	0
37	Locked	38.605377	0	0
38	Locked	38.983261	0	0
39	Locked	40.366287	0	0
40	Locked	40.366287	0	0
41	Locked	40.946209	0	0
42	Locked	40.366287	0	0
43	Locked	40.366287	0	0
44	Locked	40.366287	0	0
45	Locked	38.983261	0	0
46	Locked	38.983261	0	0
47	Locked	40.366287	0	0

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

2.9

17276990

0

[Ceodod]

3.0 Upstream channels

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

1	43100000	36.5	5120 KSym/sec	64QAM	10
2	23600000	35	5120 KSym/sec	64QAM	13
3	30100000	35.5	5120 KSym/sec	64QAM	12
4	36600000	36	5120 KSym/sec	64QAM	11
5	49600000	36.5	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.0

32.0

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

0

0

[Ceodod]

New BQM, IP changed

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a0d89d349b5c5ff69b4d0a135c50e28bbb61cce-28-09-2022

[Martin_N]

Hi Ceodod,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about issue with your broadband service. 

I have taken a look on our side and I am unable to see anything that could be causing the issue. 

Can you please confirm if you are still having this issue?

^Martin

[Ceodod]

Hi Martin,

We're not getting as many drop-outs now but still occasionally.

I'm no expert with the Broadband Quality Monitor but it doesn't look so healthy to me!

These are from the last couple of days and live link below:

Live BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a002c21b0841a46568f7f256354e7de4fe...

[Ceodod]

[Jodi_S]

Thanks for coming back to us Ceodod,

We can certainly understand the frustration caused by these intermittent dropouts, Upon checking this morning, I have done a full health check and cannot see any issues what could be causing this issue.

All your power levels are within specification and nice and green, there are no SNR issue or area faults that are causing any issues either which is good.

You advised in your original post that you are using your hub in modem mode currently as you are connected to a mesh system. Have you tested your connection in router mode and removed the 3rd party equipment.

Can you give this a go first and come back to us.

Kind regards Jodi.