Intermittent VPN dropouts - Help interpreting hub stats please

[aweaire]

Hi all,

I have been experiencing intermittent dropouts of my works software VPN for a few months now (up to 10 times a day - really annoying). At first I thought it was related to my home network, but have ruled that out by connecting straight into my router (TP-Link). My Virgin Hub4 is in modem mode. Anyway, following advice on this forum I have setup the Think Broadband Quality Monitor - here is a pic of my graph:

The VPN dropouts seem to sometimes coincide with the dropped packets seen in the graph.

The stats from my Hub4 are as follows - would appreciate it if anybody's who knows how to interpret this data could give me a steer please! Many thanks

3.0 Downstream channels

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

4	387000000	-1.8	39	QAM256	4
1	363000000	-0.8	39	QAM256	1
2	371000000	-2	38.6	QAM256	2
3	379000000	-2	39	QAM256	3
5	395000000	-2.3	39	QAM256	5
6	403000000	-2.6	39	QAM256	6
7	411000000	-2.5	38.6	QAM256	7
8	419000000	-2.2	39	QAM256	8
9	427000000	-2.2	39	QAM256	9
10	435000000	-2.3	38.6	QAM256	10
11	443000000	-2.4	40.4	QAM256	11
12	451000000	-2.2	40.4	QAM256	12
13	459000000	-2.2	39	QAM256	13
14	467000000	-2.3	40.4	QAM256	14
15	475000000	-2	39	QAM256	15
16	483000000	-1.6	39	QAM256	16
17	491000000	-1.6	40.4	QAM256	17
18	499000000	-1.7	40.4	QAM256	18
19	507000000	-2	40.4	QAM256	19
20	515000000	-1.9	40.4	QAM256	20
21	523000000	-1.8	40.4	QAM256	21
22	531000000	-1.8	40.4	QAM256	22
23	539000000	-1.7	40.4	QAM256	23
24	547000000	-1.5	40.4	QAM256	24
25	555000000	-1.3	40.4	QAM256	25
26	563000000	-1.3	40.4	QAM256	26
27	571000000	-1.8	40.4	QAM256	27
28	579000000	-3	39	QAM256	28
29	587000000	-3.3	39	QAM256	29
30	595000000	-2.8	39	QAM256	30
31	603000000	-2.3	40.4	QAM256	31

3.0 Downstream channels

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

4	Locked	38.983261	1	0
1	Locked	38.983261	0	0
2	Locked	38.605377	1	0
3	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.605377	1	0
11	Locked	40.366287	1	0
12	Locked	40.366287	1	0
13	Locked	38.983261	0	0
14	Locked	40.366287	1	0
15	Locked	38.983261	0	0
16	Locked	38.983261	1	0
17	Locked	40.366287	2	0
18	Locked	40.366287	1	0
19	Locked	40.366287	3	0
20	Locked	40.366287	1	0
21	Locked	40.366287	2	0
22	Locked	40.366287	1	0
23	Locked	40.366287	4	0
24	Locked	40.366287	3	0
25	Locked	40.366287	3	0
26	Locked	40.366287	3	0
27	Locked	40.366287	1	0
28	Locked	38.983261	6	0
29	Locked	38.983261	8	0
30	Locked	38.983261	5	0
31	Locked	40.366287	9	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

41

-5.7

27032875

27

3.0 Upstream channels

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

1	36600000	44	5120 KSym/sec	64QAM	11
2	23600000	43	5120 KSym/sec	64QAM	13
3	30100000	43	5120 KSym/sec	64QAM	12
4	43100000	45	5120 KSym/sec	64QAM	10
5	49600000	45.5	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	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	1	0
5	US_TYPE_STDMA	0	0	2	0

3.1 Upstream channels

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

14

10.0

40.8

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

1

0

[jbrennand]

The dropped packets are happening on a regular 1 hour cycle. This is reminiscent of the Samknows hourly speed test VM have built in to the newer Hubs. But you said you were in modem mode with a TP-Link router - what make and model is that router?

Are you "sure" the Hub is actually in modem mode - what colour is the light on it ?

[aweaire]

Hi John,

Thanks for the reply. The Hub's light is a solid dim white and is definitely in modem mode:

The router is a TP-Link Archer AX23. I actually got it to see if it would sort this issue out, but it has not helped.

Many thanks

[legacy1]

Looks like the Docsis line is bad going by your BQM...and VM will stupidly ask you to try router mode.

[Ashleigh_C]

Hi there @aweaire

Thank you so much for your post and welcome to the community forums, its great to have you here. 

I am so sorry to hear that you have faced these issues with your connection, I'd be happy to take a look into things from our side however as @legacy1 has stated I would need the Hub to be in router mode in order for me to make checks. 

Are you able to change this over so we can run diagnostics, you can then pop it back to modem mode?

[aweaire]

Hi Ashleigh,

Thanks for the response. I will do this (hopefully later today) and will let you know when it's done.

[aweaire]

Hi Ashleigh,

My Hub4 back in router mode now.

Thanks.

[schriss]

curious what you find out, I have exact same packet drops after upgraded to TG3492LG-VMIE hub, exactly every 60 minutes, 3 seconds drop out.

[schriss]

Yesterday at 10pm I went through all menus again, but the only option I changed was to disable DMZ. And after that, no more issue. However, I have no idea if it was in fact DMZ setting causing this, I dare not to touch anything now.

[aweaire]

Hi Schriss,

My connection has been better today also. I have not made any changes since switching back to router mode. I did experience some dropped packets after switching back however (at approx. 2pm) - so not sure the switching back is related:

Maybe Virgin have made a change?

Thanks.