Intermittent connection

[george64]

Hello, have been with Virgin since the start and also before, when it was NTL, almost 30yrs I would think. All that time I have had itermittent connection loss on ethernet and wifi. On older modems before the hub 3.0, all modems would reboot on signal loss, this doesn't happen with the Hub 3.0, white light stays on continiously. Normally I have a seperate router - Synology RT2600 and Hub in modem mode, but have since removed to illiminate this as a problem. Over the last few months this connection loss has gotten worse, can happen as little as once a night to multiple times a night. I have tried over the years to call them and everytime I do the results are the same, everything is fine according to our checks, so I gave up calling them, until today, and the answer is still the same apart from we can#t send out a technician as no fault found, but if you pay £25 we can. I have replaced ethernet cables, checked all internal connections are tight and not damaged, taken out my router and connected my main PC directly to the hub and anything else that can be hard wired directley to the hub, the only place the fault can be is from the box on the outside of my house to the cabinet in the street, possibly cable and/or connection degradation due to age?? 

Connection loss is more noticeable when gaming (Call of Duty) or when browsing YouTube.

 

[jbrennand]

Lets see the connection data to - can you do this.
_____________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login [there should be no need to login if you have done so before unless you have the New Hub4 when you do] just click on the “router status” icon/text at bottom-middle or top/right of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[george64]

Time Priority Description

18/11/2021 10:55:10	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:55:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:51:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:51:46	notice	LAN login Success;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:51:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:46:31	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:23:22	notice	LAN login Success;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:23:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 10:09:51	notice	LAN login Success;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 07:28:57	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 01:39:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 21:17:16	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 21:16:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 20:26:37	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 20:25:50	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 20:24:45	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 20:16:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 18:50:6	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 18:49:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx:db;CMTS-MAC=xxxxxxxxxx:cf;CM-QOS=1.1;CM-VER=3.0;

[george64]

Downstream bonded channels

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

1	331000000	12.6	40	256 qam	25
2	219000000	11.8	40	256 qam	11
3	227000000	11.8	40	256 qam	12
4	235000000	11.5	40	256 qam	13
5	243000000	10.5	40	256 qam	14
6	251000000	10.3	40	256 qam	15
7	259000000	9.6	40	256 qam	16
8	267000000	9.4	40	256 qam	17
9	275000000	10.5	40	256 qam	18
10	283000000	11.1	40	256 qam	19
11	291000000	11.5	40	256 qam	20
12	299000000	11.1	40	256 qam	21
13	307000000	11	40	256 qam	22
14	315000000	12	40	256 qam	23
15	323000000	12.4	40	256 qam	24
16	339000000	12	40	256 qam	26
17	347000000	11.8	40	256 qam	27
18	355000000	12.5	40	256 qam	28
19	363000000	12.4	40	256 qam	29
20	371000000	12.3	40	256 qam	30
21	379000000	11.3	38	256 qam	31
22	387000000	10.4	40	256 qam	32
23	395000000	10.5	40	256 qam	33
24	403000000	10	40	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	1339	3863
2	Locked	40.3	2176	6623
3	Locked	40.3	2048	6252
4	Locked	40.3	1856	5424
5	Locked	40.3	1849	4514
6	Locked	40.3	1890	5986
7	Locked	40.3	1892	6350
8	Locked	40.3	2014	4324
9	Locked	40.3	1650	3328
10	Locked	40.9	1515	3776
11	Locked	40.9	1590	4676
12	Locked	40.3	1551	4978
13	Locked	40.3	1429	3121
14	Locked	40.3	1421	3741
15	Locked	40.3	1404	3449
16	Locked	40.3	1394	3296
17	Locked	40.9	1323	2556
18	Locked	40.9	1347	3388
19	Locked	40.3	1292	2368
20	Locked	40.3	1234	2574
21	Locked	38.9	1224	2363
22	Locked	40.9	1207	3365
23	Locked	40.3	1267	2831
24	Locked	40.3	1178	2146

Upstream bonded channels

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

1	53700000	43	5120	64 qam	2
2	60300058	43.8	5120	64 qam	1
3	39400000	42	5120	64 qam	4
4	46200000	42	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[george64]

Info as requested, I did mean to add this to 1st post, but had to get car MOT'd

[jbrennand]

OK - your down power levels are all too high - max should be <+10dBmV so you will need a Tech visit to bring them into range. I will flag for VM to come here and take a look. In the meantime is there perhaps an "attenuator" that has been inadvertently disconnected on the coax cable oping into the Hub - perhaps juts laying alongside it? If there is - put it back on and see if it improves.

[Zak_M]

Good morning @george64 

Welcome to the forums and thank you for taking the time to post, I am sorry to hear that you have had some issues with your service. 

I can most defiantly take a further look into this for you. 

I will pop you over a PM so that I can assist you further. 

Kind regards,

Zak_M

[george64]

Thanks for reply, Everything is attatched as it was by last technician that came out, that was years ago

[Zak_M · Accepted solution]

Thank you so much for providing me with that information via PM. 

Having run some further diagnostics from here, you have issues with your power levels & as advised we are going to need to get an engineer out to you. 

I have taken the opportunity to book the next available appointment, you can find the time, date & make any amendments by via your my Virgin Media account.

Kind regards,

Zak_M

[george64]

Thanks for your help, am unable to access the link, will try again later

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