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Intermittent broadband dropouts

Hi there,

Really hoping that someone can help me with my broadband issues.

For at least the last few weeks I've been seeing intermittent broadband dropouts on my Virgin Hub 3.0.  My hub is in modem mode as it has been for the last 2-3 years.  When the dropouts happen, all my devices can still see the wifi courtesy of my Asus router but internet access is lost for up to 30 minutes in some cases.  I've tried all the usual reboots / power off / unplug the hub fixes and usually after several attempts the internet will come back.  But the issue just comes back either within the hour or at least by the next day.

I have phoned Virgin Media support already and spoke to someone who said he couldn't help me while my internet was down.  Then when it came back after a 3rd reboot, he said as my internet was back up, there was nothing more he could do! Smiley Mad

When the dropouts happen, the following events are logged on my hub:

Time Priority Description

09/09/2019 17:19:42criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:44criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:44criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:44criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:45criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:45criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:46criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:19:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 17:20:27criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;

 

I'll post the upstream and downstream data separately.

Many thanks to anyone who can help.

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Re: Intermittent broadband dropouts

Downstream bonded channels

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

12190000005.638256 qam11
21390000008.938256 qam1
31470000008.938256 qam2
41550000009.438256 qam3
51630000008.838256 qam4
61710000008.838256 qam5
71790000008.338256 qam6
8187000000838256 qam7
91950000007.438256 qam8
102030000006.538256 qam9
112110000006.438256 qam10
122270000005.538256 qam12
13235000000538256 qam13
142430000004.638256 qam14
152510000004.538256 qam15
162590000004.438256 qam16
172670000004.138256 qam17
182750000004.838256 qam18
192830000004.838256 qam19
202910000004.638256 qam20
212990000005.537256 qam21
223070000005.438256 qam22
233150000005.438256 qam23
243230000004.938256 qam24



Downstream bonded channels

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

1Locked38.650
2Locked38.660
3Locked38.6180
4Locked38.960
5Locked38.940
6Locked38.950
7Locked38.960
8Locked38.9120
9Locked38.950
10Locked38.650
11Locked38.650
12Locked38.950
13Locked38.660
14Locked38.600
15Locked38.6120
16Locked38.640
17Locked38.640
18Locked38.970
19Locked38.6140
20Locked38.91110
21Locked37.640
22Locked38.940
23Locked38.650
24Locked38.600

 

Upstream bonded channels

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

1394000004512064 qam4
2462000004512064 qam3
3537000004512064 qam2
4603000004512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Intermittent broadband dropouts

Hi fellowsj,

 


Apologies for any frustration this has been causing. 


As it’s been a few days since your last post, I was hoping you could let me know how things are at the moment?


I have checked things again from our side and there is nothing obvious causing the issues you are experiencing.
What I would like to do is take a look into things a bit further by taking some details from you so I will drop you a PM asking for the information I would need. 


If everything is back to normal and you are experiencing no issues with your service, please ignore my PM and just pop back to us on here to let us know. If you are still having these issues then just reply to my PM by clicking on the purple envelope in your own time and we will take things from there.

 


Kind regards


Paul.

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