26-08-2023 13:47 - edited 26-08-2023 13:56
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.
26-08-2023 13:53 - edited 26-08-2023 13:55
BQM shows a lot of packet loss.
BQM
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; |
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 |
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 |
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 |
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 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | A,.iyewrkldJKDHSUBsgvca69 |
SFID | 16605 |
Max Traffic Rate | 143750047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 16604 |
Max Traffic Rate | 22000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 26-08-2023 14:01
BQM
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 |
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 |
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 |
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; |
on 26-08-2023 17:23
Looks like upstream going down and up on all channels
on 29-08-2023 08:14
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
on 02-09-2023 12:56
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...