Intermittent dropouts lasting 2-3 minutes

[jasonprf]

Hello,

I am suffering intermittent dropouts at (I believe) random times of the day. I noticed this in router mode and assumed the Virgin Hub was the issue so now use the router in modem mode with an Asus ZenWifi AX (AT8) router.

It has made no difference so I don't believe the issue is inside my property. It is affecting wired connections as well as the Wi-Fi, and there do not appear to be any wider issues in my area when I do a check. All wires are new and I have checked connections.

Does anyone know what I can check in the Hub 3.0 settings to see if it is a problem on the outside of my network?

[Icantcrabhere]

Hi!

type in http://192.168.0.1 or http://192.168.100.1 (If in modem mode) in your browser,
Don't log in, click the text that says ">Check router status"

Copy and paste everything from the Upstream, Downstream and Network log.
The forum will filter out MAC-address.

Also set up one of these: https://www.thinkbroadband.com/broadband/monitoring/quality
You'll need to allow ICMP in the hub settings, however.

[jasonprf]

Network Log

Time Priority Description

23/08/2022 20:47:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:41:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:40:21	critical	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=3.0;
23/08/2022 19:38:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:38:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:38:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:36:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:36:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 19:18:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:32:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:31:50	critical	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=3.0;
23/08/2022 18:29:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:29:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 05:08:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 05:08:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 02:43:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 02:20:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 02:17:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 02:16:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 02:16:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jasonprf]

Downstream bonded channels

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

1	330750000	5.3	40	256 qam	25
2	202750000	5.5	40	256 qam	9
3	210750000	5.4	40	256 qam	10
4	218750000	5.4	40	256 qam	11
5	226750000	5.5	40	256 qam	12
6	234750000	5.6	40	256 qam	13
7	242750000	5.6	40	256 qam	14
8	250750000	5.8	43	256 qam	15
9	258750000	5.8	40	256 qam	16
10	266750000	5.8	40	256 qam	17
11	274750000	5.8	40	256 qam	18
12	282750000	5.9	40	256 qam	19
13	290750000	5.6	40	256 qam	20
14	298750000	5.6	40	256 qam	21
15	306750000	5.5	40	256 qam	22
16	314750000	5.5	40	256 qam	23
17	322750000	5.5	40	256 qam	24
18	338750000	5	40	256 qam	26
19	346750000	5.3	40	256 qam	27
20	354750000	5.3	40	256 qam	28
21	362750000	5.1	40	256 qam	29
22	370750000	5	40	256 qam	30
23	378750000	4.8	40	256 qam	31
24	386750000	4.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	20	80
2	Locked	40.3	17	0
3	Locked	40.3	19	0
4	Locked	40.9	17	0
5	Locked	40.9	13	0
6	Locked	40.9	15	0
7	Locked	40.9	17	0
8	Locked	43.3	18	0
9	Locked	40.9	17	0
10	Locked	40.9	18	0
11	Locked	40.9	16	0
12	Locked	40.9	12	0
13	Locked	40.9	14	0
14	Locked	40.9	12	0
15	Locked	40.9	15	0
16	Locked	40.9	14	0
17	Locked	40.3	12	0
18	Locked	40.3	8	0
19	Locked	40.9	13	0
20	Locked	40.3	14	0
21	Locked	40.9	12	0
22	Locked	40.9	10	0
23	Locked	40.9	18	0
24	Locked	40.9	6	0

[jasonprf]

Upstream bonded channels

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

1	32600024	43	5120	64 qam	5
2	39400048	43.5	5120	64 qam	4
3	46200004	43.5	5120	64 qam	3
4	53700017	45	5120	64 qam	2

Upstream bonded channels

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	0	0
4	ATDMA	0	0	0	0

[Icantcrabhere]

This error right here, quite a few of them in the logs.

23/08/2022 19:36:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

and of course a few T4 timeouts to go along with it

23/08/2022 19:40:21

critical

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=3.0;

I'm guessing the Post and Pre-RS errors are clearing after the T4 timeouts, or i'd be expecting to see a lot more of them from the partial service, etc.
Can you keep an eye on them and see how fast they climb?

You'll definitely need staff to take a look,
At least the issues are sticking out right away, so fingers crossed for a fast fix!

until then I'd suggest checking the service faults page: https://www.virginmedia.com/help/service-status
See if there's anything showing there for your post code.

If you're interested in what those error messages are, there's a lovely little write-up here: https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

[jasonprf]

Thanks so much for your help with this. That link explaining the errors is magic as well.

What's the best way to get someone on staff to read this post? Do they do it as a matter of course or do I need to somehow instigate this process?

[Icantcrabhere]

Hey, no worries!
Just paying forward the same help i've received!
The link is definitely a good one 🙂

In regards to staff:

You'll have to wait a few days, usually. - you wont have to do anything 🙂
Much easier than dealing with and being fobbed off by the offshore CS.

[Matthew_ML]

Hey jasonprf, thank you for reaching out and I am sorry to hear you are having some connection issues.

Would it be possible to take it out of modem mode and just use the router to see if this makes any difference at all?

How did you get on checking the settings, has anything improved over the last few days? 

Please do let me know. Thanks 

[jasonprf]

Hi Matthew,

I was using the hub in router mode and initially thought the issue was because of this. I then invested quite o lot of cash on the ASUS router system to boost my wifi coverage and also to take some of the 'load' off the virgin hub but the dropouts are still occurring. Nothing has changed over the past few days although I've not changed any settings. The help I received above was purely to obtain and share logs which I was advised point to an issue on the WAN rather than my LAN.