a week ago
Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.
Have spoken with support but no resolution.
I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.
I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?
I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.
Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at over 100Mbps.
Can anyone assist in finding a solution to stop these drop outs?
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 234750000 | Locked |
Ranged Upstream Channel (Hz) | 49600000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | -4.4 | 38 | 256 qam | 13 |
2 | 242750000 | -4.9 | 38 | 256 qam | 14 |
3 | 250750000 | -5.4 | 38 | 256 qam | 15 |
4 | 258750000 | -5.2 | 38 | 256 qam | 16 |
5 | 266750000 | -4.7 | 38 | 256 qam | 17 |
6 | 274750000 | -4.7 | 38 | 256 qam | 18 |
7 | 282750000 | -4.7 | 38 | 256 qam | 19 |
8 | 290750000 | -5.4 | 38 | 256 qam | 20 |
9 | 298750000 | -5.2 | 38 | 256 qam | 21 |
10 | 306750000 | -5.5 | 38 | 256 qam | 22 |
11 | 314750000 | -5.5 | 38 | 256 qam | 23 |
12 | 322750000 | -5.5 | 38 | 256 qam | 24 |
13 | 330750000 | -5.5 | 38 | 256 qam | 25 |
14 | 338750000 | -5.9 | 38 | 256 qam | 26 |
15 | 346750000 | -5.9 | 38 | 256 qam | 27 |
16 | 354750000 | -6 | 38 | 256 qam | 28 |
17 | 362750000 | -6.5 | 38 | 256 qam | 29 |
18 | 370750000 | -6.9 | 38 | 256 qam | 30 |
19 | 378750000 | -7.5 | 37 | 256 qam | 31 |
20 | 386750000 | -7.7 | 37 | 256 qam | 32 |
21 | 394750000 | -7.7 | 37 | 256 qam | 33 |
22 | 402750000 | -7.7 | 38 | 256 qam | 34 |
23 | 410750000 | -8 | 37 | 256 qam | 35 |
24 | 418750000 | -8 | 37 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 12958 | 4686 |
2 | Locked | 38.6 | 23983 | 4886 |
3 | Locked | 38.6 | 14366 | 3631 |
4 | Locked | 38.9 | 14896 | 4036 |
5 | Locked | 38.6 | 13352 | 4329 |
6 | Locked | 38.9 | 13316 | 4115 |
7 | Locked | 38.9 | 13904 | 3968 |
8 | Locked | 38.9 | 16515 | 4306 |
9 | Locked | 38.6 | 16648 | 4603 |
10 | Locked | 38.9 | 17233 | 3332 |
11 | Locked | 38.6 | 17929 | 3545 |
12 | Locked | 38.6 | 18920 | 3940 |
13 | Locked | 38.9 | 19256 | 4366 |
14 | Locked | 38.6 | 19876 | 5754 |
15 | Locked | 38.6 | 19092 | 4191 |
16 | Locked | 38.6 | 19670 | 4100 |
17 | Locked | 38.9 | 21260 | 4771 |
18 | Locked | 38.6 | 22497 | 5044 |
19 | Locked | 37.6 | 26524 | 5589 |
20 | Locked | 37.6 | 25154 | 6548 |
21 | Locked | 37.6 | 23095 | 6757 |
22 | Locked | 38.6 | 22763 | 6005 |
23 | Locked | 37.6 | 23764 | 7739 |
24 | Locked | 37.6 | 23547 | 7600 |
Answered! Go to Answer
a week ago
Your Downstream power is too low, should be above -6 and too many PostRS errors which is indicative of “noise” on the line.
A VM Mod should pick this up in a couple of days and discuss with you.
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a week ago
Your Downstream power is too low, should be above -6 and too many PostRS errors which is indicative of “noise” on the line.
A VM Mod should pick this up in a couple of days and discuss with you.
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Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
a week ago
My Network Logs
Time Priority Description
29/10/2024 11:06:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2024 06:25:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2024 02:35:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2024 02:35:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2024 00:37:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2024 15:53:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2024 13:17:4 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/10/2024 07:27:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2024 08:46:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2024 01:52:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2024 01:37:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2024 01:37:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2024 01:33:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2024 07:49:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2024 04:59:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2024 17:11:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2024 12:41:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2024 12:41:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2024 12:41:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/10/2024 14:55:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
a week ago
For the sake of completeness you should also post your upstream stats as well.
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a week ago
Hi Adduxi
Thanks for input will await VM Mod contact.
I have tried to add BQM chart using link from Thinkbroadband sharing feature and as a copied picture but failed both times can you tell me how i can do this please?
a week ago
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600000 | 51 | 5120 | 64 qam | 7 |
2 | 36600000 | 51 | 5120 | 64 qam | 9 |
3 | 23600000 | 51 | 5120 | 64 qam | 11 |
4 | 43100000 | 51 | 5120 | 64 qam | 8 |
5 | 30100000 | 51 | 5120 | 64 qam | 10 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
a week ago
BQM Info
a week ago
Trace Route Channel 4
a week ago
US power is right at the top of the spec, so could be lowered. The BQM has some packet loss showing with the red "fringing", but very small in fairness. As for Channel 4, I get the same results with tracert and ping to both C4 servers. This would suggest the router ignores ICMP requests for security reasons.
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Thursday - last edited Thursday
Thanks Adduxi.
This is BQm today at 12:30. Internet seems to be working ok Router status shows no fault warning since 00:13:10 this morning.
Does this show that test signal ping is losing packages but other internet packages are getting through?