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Intermittent packet loss and disconnects

AdamT3
Tuning in

Hi,

ive been experiencing intermittent packet loss and then eventually disconnecting on all devices on my network, ive been told many times to reset/reboot the hub i have and quite frankly if a piece of electronics requires that many resets to work its faulty.

i have a think broadband monitor setup from ages ago and you can clearly see large spikes 

i recently tried to get help through the webchat service to be told "they have sent strong signals to my hub so if i turn it off wait 10 mins and turn it back on it should be fixed" somehow they knew this would fix a tempermental issues, i said i didnt want to do it as ive had this same advise before.

i actually started believing that maybe the fault was my equipment so changed the switch i was using and requested a new coax cable from you to replace the old one ive had for years. and again it continues to happen 

8 REPLIES 8

Adduxi
Very Insightful Person
Very Insightful Person

Post all the power levels and network log from the Hub please. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Arissa_H
Forum Team
Forum Team

Hi AdamT3 👋🏼.

Thank you for posting, welcoming you back onto our community forum 😊.

Sorry to see you are still having issues with your connection and it is still intermittent and disconnecting all devices ☹.

I can have a look into this for you by further investigating 🧐.

I will have to send you a private message. 

Please watch out for the envelope ✉.

Ari - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


Client62
Hero

Post also the type of VM Hub and the model of network switch.

Network Log

Time Priority Description

Sun Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
29
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
29
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
29
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
29
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb
28
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb
27
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb
27
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb
27
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb
27
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb
27
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

3.0 Downstream channels

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

253310000001.29999940.366287QAM25625
92030000002.09999839.397190QAM2569
102110000002.00000040.946209QAM25610
112190000001.79999940.366287QAM25611
122270000001.50000038.983261QAM25612
132350000001.29999938.983261QAM25613
142430000001.00000038.983261QAM25614
152510000000.59999838.983261QAM25615
162590000000.70000138.983261QAM25616
172670000000.90000240.366287QAM25617
182750000001.59999840.366287QAM25618
192830000001.79999940.366287QAM25619
202910000001.90000238.983261QAM25620
212990000002.00000040.366287QAM25621
223070000001.59999840.366287QAM25622
233150000001.29999940.366287QAM25623
243230000001.40000240.946209QAM25624
263390000001.40000240.366287QAM25626
273470000001.70000140.946209QAM25627
283550000001.50000040.366287QAM25628
293630000001.29999940.366287QAM25629
303710000001.50000040.946209QAM25630
313790000000.90000240.366287QAM25631
323870000000.50000040.366287QAM25632
333950000000.40000240.946209QAM25633
344030000000.20000140.366287QAM25634
354110000000.20000140.366287QAM25635
364190000000.59999840.366287QAM25636
374270000000.29999940.946209QAM25637
384350000000.50000040.366287QAM25638
394430000000.79999940.946209QAM25639
404510000000.59999840.366287QAM25640



3.0 Downstream channels

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

25Locked40.36628700
9Locked39.39719000
10Locked40.94620900
11Locked40.36628700
12Locked38.98326100
13Locked38.98326100
14Locked38.98326100
15Locked38.98326100
16Locked38.98326100
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked38.98326100
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked40.94620900
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700
32Locked40.36628700
33Locked40.94620900
34Locked40.36628700
35Locked40.36628700
36Locked40.36628700
37Locked40.94620900
38Locked40.36628700
39Locked40.94620900
40Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked41-1.55185344540

3.0 Upstream channels

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

12360000043.0205995120 KSym/sec64QAM5
23010000043.0205995120 KSym/sec64QAM4
33660000043.5205995120 KSym/sec64QAM3
44310000044.0205995120 KSym/sec64QAM2
54960000044.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.038.82KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

i have a hub 4 and the network switch is not a problem as this issue was happening before the switch was installed and it happens on wifi too

Steven_L
Forum Team
Forum Team

Thanks for coming back to us AdamT3, I have looked into this on our system and can see that you have had a recent technician visit. Was the visit successful in resolving your connection issues?

Kind Regards,

Steven_L