Intermittent packet loss and connection drops

[thejinx6]

I experience several drops in connection almost every day. This usually manifests in a total loss in connectivity and the reestablishment of connection on the VM superhub 3 with lights going from white to blinking and solid green then back to solid red. The setup is: VS superhub 3 in modem mode with mesh network doing all the routing and wifi. Outages disrupted meetings during the day and netflix etc in the eve but I setup a broadband quality monitor on our IP that shows it occurs more frequently than just when I notice. Typical day (yesterday) pictured below but can be much more frequent and also we have days of no problem. Called CS who told me that as I had a 3rd party device (ie mesh system) installed and the hub in modem mode they cannot help me in any way. Will post device info in following posts.

[thejinx6]

Downstream bonded channels

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

1	235000000	-5.2	34	256 qam	13
2	139000000	1.7	35	256 qam	1
3	147000000	1	35	256 qam	2
4	155000000	0.7	35	256 qam	3
5	163000000	0.7	35	256 qam	4
6	171000000	0.7	35	256 qam	5
7	179000000	0	35	256 qam	6
8	187000000	-0.2	35	256 qam	7
9	195000000	-0.7	35	256 qam	8
10	203000000	-1.4	35	256 qam	9
11	211000000	-2.2	35	256 qam	10
12	219000000	-3	35	256 qam	11
13	227000000	-4	35	256 qam	12
14	243000000	-4.9	34	256 qam	14
15	251000000	-4.4	35	256 qam	15
16	259000000	-3.9	35	256 qam	16
17	267000000	-3.7	35	256 qam	17
18	275000000	-3.7	35	256 qam	18
19	283000000	-3.2	35	256 qam	19
20	291000000	-2.9	36	256 qam	20
21	299000000	-2	36	256 qam	21
22	307000000	-1.2	36	256 qam	22
23	315000000	-1	37	256 qam	23
24	323000000	-0.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	34.9	1238	0
2	Locked	35.5	155	0
3	Locked	35.5	253	0
4	Locked	35.5	269	0
5	Locked	35	1623	0
6	Locked	35.5	102	0
7	Locked	35.5	52	0
8	Locked	35.7	65	0
9	Locked	35.7	49	0
10	Locked	35.7	128	0
11	Locked	35.7	93	0
12	Locked	35.5	202	0
13	Locked	35	746	0
14	Locked	34.9	634	0
15	Locked	35.5	218	0
16	Locked	35.5	164	0
17	Locked	35.5	57	0
18	Locked	35.7	76	0
19	Locked	35.7	24	0
20	Locked	36.3	9	0
21	Locked	36.3	11	0
22	Locked	36.6	5	0
23	Locked	37.3	17	0
24	Locked	37.3	19	0

[thejinx6]

Upstream bonded channels

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

1	25800069	44.8	5120	32 qam	6
2	39400034	45.5	5120	64 qam	4
3	46200093	46.3	5120	64 qam	3
4	32600000	45	5120	64 qam	5

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

[thejinx6]

Network Log

Time Priority Description

11/09/2021 16:03:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 17:21:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 06:35:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 02:46:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 09:29:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 07:01:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:09:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:08:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 13:56:54	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;
20/08/2021 13:53:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 13:53:12	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 13:53:12	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 13:50:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 13:49:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Corey_C]

Thanks for your post and welcome to the Community Forums, thejinx6,

Sorry to hear that you have been having connection issues. Have you connections improved since your post? Can you confirm if this behaviour occurs when not in modem mode?

Cheers,

Corey C

[thejinx6]

Hey Corey C,

Thanks for the response - appreciate you taking time to help. Unfortunately the issue persists, and if anything is worse (see todays graph attached). I received an email from virgin to say they had 'tweaked the settings on my router' to improve my broadband experience but since that its been worse. Not been able to stick it in router mode as I'm away but will try when I return. Just to say, the connection had been pretty stable for many many months until 3-4 weeks ago and nothing has changed in the setup so this is peculiar.

Will try it in router mode when I have a chance but any further suggestions would be useful.

Thanks in advance!

[Serena_C]

Thanks for getting back to us @thejinx6

I'm sorry to see that things have't improved for your connection yet. Please do try putting your Hub in Router Mode and let us know how things are working when you can 🙂 Also, if you let us know when you plan to pop it in Router Mode we can run some more tests on your connection and investigate the issue further once it is in Router Mode.

Kind regards,

Serena

[thejinx6]

Hi Serena,

Thanks for your reply. I put the hub back into router mode and early indications (12h or so) suggest it has had no impact - so far its dropped connection totally more than 3 times in that duration so I dont have much hope that has fixed things. I did also do a hard reset of the router by pressing the pin button on the back.

I did note that there seems to be a fault reported in my area with the BB service so suspect it may be prident to wait for that to be cleared before concluding no improvement.

I'll give it another few days but it simply isnt stable enough to work from home so any suggestiong welcome.

Best wishes,

J

[thejinx6]

Latest 24h - Virgin reported the fault fixed at 3pm and as you can see its been dropping frequently still since.

Hub is in router mode. Looks like I'll have to give them a call again.

[Robert_P]

Thanks for posting the BQM thejinx6, I've taken a look and there are some issues with the upstream channels. I'm going to send you a Private Message to get some more details and arrange a technician visit for you.

Look forward to hearing back from you.

Rob