Intermittent loss of internet connectivity

[sharfah]

Hello,

I've been experiencing intermittent loss of internet connection over the last few weeks (both on a wired ethernet connection as well as wifi), which has got worse over the last few days.

I have tried shutting the Hub down from the mains, waiting a few minutes, and then restarting it. Hub is placed in a well-ventilated open space, on my desk, away from direct sunlight. Not overly hot to the touch. It is in router mode, not modem mode.

Router logs (attached as a reply to this post) show a lot of "Post RS Errors" and "T3 Timeouts".

Please advise.

[sharfah]

BQM shows a lot of packet loss.

BQM

Network Log

Time Priority Description

26/08/2023 12:46:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:46:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:44:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:44:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

1	49600000	38	5120	64 qam	1
2	23600000	37.5	5120	64 qam	5
3	30100000	39	5120	64 qam	4
4	43100000	37.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	230	0
3	ATDMA	0	0	23	0
4	ATDMA	0	0	151	0

Downstream bonded channels

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

1	331000000	10.9	40	256 qam	25
2	235000000	10	40	256 qam	13
3	243000000	10	40	256 qam	14
4	251000000	10.1	40	256 qam	15
5	259000000	10.3	40	256 qam	16
6	267000000	10	40	256 qam	17
7	275000000	10.1	40	256 qam	18
8	283000000	10.4	40	256 qam	19
9	291000000	10.4	40	256 qam	20
10	299000000	10.6	40	256 qam	21
11	307000000	10.3	40	256 qam	22
12	315000000	10.5	40	256 qam	23
13	323000000	10.8	40	256 qam	24
14	339000000	10.8	40	256 qam	26
15	347000000	10.4	40	256 qam	27
16	355000000	10.4	40	256 qam	28
17	363000000	10	40	256 qam	29
18	371000000	10	40	256 qam	30
19	379000000	10.1	40	256 qam	31
20	387000000	10.5	40	256 qam	32
21	395000000	10.4	40	256 qam	33
22	403000000	10.3	40	256 qam	34
23	411000000	10.3	40	256 qam	35
24	419000000	10.1	40	256 qam	36

Downstream bonded channels

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

1	Locked	40.9	436	1720
2	Locked	40.3	879	2037
3	Locked	40.9	815	2152
4	Locked	40.3	757	1886
5	Locked	40.3	721	2260
6	Locked	40.3	659	2098
7	Locked	40.3	583	1855
8	Locked	40.9	554	1777
9	Locked	40.3	501	1924
10	Locked	40.3	503	2042
11	Locked	40.9	487	1949
12	Locked	40.3	506	1637
13	Locked	40.9	416	1746
14	Locked	40.9	438	1476
15	Locked	40.3	363	1796
16	Locked	40.3	340	1665
17	Locked	40.9	383	1334
18	Locked	40.3	343	1350
19	Locked	40.9	312	1499
20	Locked	40.3	352	1346
21	Locked	40.9	297	1360
22	Locked	40.9	324	1233
23	Locked	40.9	292	1250
24	Locked	40.3	286	1578

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	A,.iyewrkldJKDHSUBsgvca69

Primary Downstream Service Flow

SFID	16605
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16604
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[sharfah]

BQM

Downstream bonded channels

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

1	331000000	10.9	40	256 qam	25
2	235000000	10	40	256 qam	13
3	243000000	10	40	256 qam	14
4	251000000	10.1	40	256 qam	15
5	259000000	10.3	40	256 qam	16
6	267000000	10	40	256 qam	17
7	275000000	10.1	40	256 qam	18
8	283000000	10.4	40	256 qam	19
9	291000000	10.4	40	256 qam	20
10	299000000	10.6	40	256 qam	21
11	307000000	10.3	40	256 qam	22
12	315000000	10.5	40	256 qam	23
13	323000000	10.8	40	256 qam	24
14	339000000	10.8	40	256 qam	26
15	347000000	10.4	40	256 qam	27
16	355000000	10.4	40	256 qam	28
17	363000000	10	40	256 qam	29
18	371000000	10	40	256 qam	30
19	379000000	10.1	40	256 qam	31
20	387000000	10.5	40	256 qam	32
21	395000000	10.4	40	256 qam	33
22	403000000	10.3	40	256 qam	34
23	411000000	10.3	40	256 qam	35
24	419000000	10.1	40	256 qam	36

Downstream bonded channels

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

1	Locked	40.9	436	1720
2	Locked	40.3	879	2037
3	Locked	40.9	815	2152
4	Locked	40.3	757	1886
5	Locked	40.3	721	2260
6	Locked	40.3	659	2098
7	Locked	40.3	583	1855
8	Locked	40.9	554	1777
9	Locked	40.3	501	1924
10	Locked	40.3	503	2042
11	Locked	40.9	487	1949
12	Locked	40.3	506	1637
13	Locked	40.9	416	1746
14	Locked	40.9	438	1476
15	Locked	40.3	363	1796
16	Locked	40.3	340	1665
17	Locked	40.9	383	1334
18	Locked	40.3	343	1350
19	Locked	40.9	312	1499
20	Locked	40.3	352	1346
21	Locked	40.9	297	1360
22	Locked	40.9	324	1233
23	Locked	40.9	292	1250
24	Locked	40.3	286	1578

Upstream bonded channels

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

1	49600000	38	5120	64 qam	1
2	23600000	37.5	5120	64 qam	5
3	30100000	39	5120	64 qam	4
4	43100000	37.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	230	0
3	ATDMA	0	0	23	0
4	ATDMA	0	0	151	0

Network Log

Time Priority Description

26/08/2023 12:46:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:46:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:44:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:44:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Looks like upstream going down and up on all channels

[Martin_N]

Hi Sharfah,

Thank you for your post. I'm very sorry for any issues you've been having with your broadband service. 

I have taken a look on our side and it does look as though an engineer is required for this issue. 

I will private message you now to confirm your details to book this in.

^Martin

[sharfah]

Sorry, this is a duplicate post. For latest updates see: https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-loss-of-connectivity/td-p/5393...