on 02-09-2020 19:09
Having a tricky issue and looking for some help.
Throughout the day, my internet cuts out for a minute or so before reconnecting. Seems to happen more when I’m using more bandwidth, particularly video conferencing with work. The WiFi signal remains active but I lose all connection. Happens to all devices simultaneously so can’t be the work laptop or anything like that. Happens far less frequently on evenings and weekends so at a loss on what could cause it.
Issue started maybe 6 weeks ago but has grown more frequent ever since. Starting to impact my home working, particularly as I’m the guy who keeps disappearing from video calls!
Router is a Superhub 3 and it’s a 100mb fibre connection that was flawless up until this issue.
All suggestions appreciated, cheers
Answered! Go to Answer
on 15-07-2022 16:16
on 17-07-2022 16:22
Hi belgowho,
Thank you for reaching out to us here on the Community.
I am very sorry to hear you have been experiencing issues with service whilst making video calls.
Can you please confirm if this is all occurring on the one device or across multiple devices please? Do you have this issue when connect via WiFi or Ethernet please?
Let us know and we will do all we can to assist further.
Thanks,
on 17-07-2022 20:45
Having the exact same issue. Trying to get a new router out of Virgin is proving difficult but will ring them tomorrow rather than go through the community PM's. We've had an engineer out, done EVERYTHING Virgin have asked...still goes off several Times a day. Really inconvenient for online gaming. Disappointed with the reluctance to send a new router out.
on 17-07-2022 22:25
So... my problem now seems to be resolved although I can't tell you what fixed it. After the previously-mentioned call with VM, I *think* they pushed some code to the hub. Since there's no on-line customer-facing incident/ticketing system I can't quickly find out. However. About 24 hours later, I noticed that my ping tests to the 3rd & 5th route hops and Google's DNS had been running clean for quite a while. Left it running for another day and the packet loss is in single figures from 10,000+ transmitted, i.e. 'normal' levels.
I'd love to be able to point to a specific fix, for those of you that still have issues, but about the best I can do is suggest that you run the 'ping' tests for a lengthy period (24+ hours) as I did to get some hard numbers and then call VM and hope you get a guy that actually wants to listen and help.
In the meantime, and probably unrelated, VM apparently did some work on their kit on the 15th July; we had warnings of possible outages but didn't lose anything. Guessing it might be something to do with the 1Gbps service perhaps.
on 18-07-2022 09:25
This is through wifi and ethernet. Across all phone and laptop devices
on 20-07-2022 09:33
Hi dunhackin,
Thank you for your post keeping us updated.
If you do have any other issues in the future, please do let us know.
^Martin
on 05-11-2022 17:58
My wired internet has been fine, but for past week or so wifi cuts out 5-7 times an hour...nightmare. Also recently upgraded from 200mb to 500mb, wish I never bothered, I get between 223-233mb, perhaps the Hub3 cannot handle the extra speed lol. Come Monday ile b downgrading and moanjng about wifi.
on 06-11-2022 16:09
Update...
Just confirming it's definitely the Hub 3 causing these problems (for me at least), I used modem mode and an Asus Router since start of the year and all was working fine...my router died over the weekend, as electricals these days seemed to be made of cheese, and had to go back to Hub 3 while waiting for a replacement. Since using it again I'm back to frequent daily dropouts.
Are Hub 3's still the current model being used or have they been superceded yet? and if they have as a Virgin customer am I able to get the 'upgrade'?
on 06-11-2022 21:22
Hello.
I got same issue. The disconnects are completely random.
I hope you can help me.
06/11/2022 21:15:55 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 21:04:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 20:55:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 20:43:17 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 20:38:49 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 20:29:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 20:21:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 19:20:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2022 19:05:6 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 21:08:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 20:40:43 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 20:35:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 20:16:46 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 19:19:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 19:15:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 19:14:37 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 18:09:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2022 07:11:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/11/2022 08:07:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 06-11-2022 21:24
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 8 | 38 | 256 qam | 1 |
2 | 147000000 | 7.5 | 38 | 256 qam | 2 |
3 | 155000000 | 6 | 38 | 256 qam | 3 |
4 | 163000000 | 3.5 | 38 | 256 qam | 4 |
5 | 171000000 | 4 | 38 | 256 qam | 5 |
6 | 179000000 | 6.4 | 38 | 256 qam | 6 |
7 | 187000000 | 8.1 | 38 | 256 qam | 7 |
8 | 195000000 | 7.5 | 40 | 256 qam | 8 |
9 | 203000000 | 7.6 | 40 | 256 qam | 9 |
10 | 211000000 | 7 | 40 | 256 qam | 10 |
11 | 219000000 | 6.1 | 38 | 256 qam | 11 |
12 | 227000000 | 4.5 | 38 | 256 qam | 12 |
13 | 235000000 | 2.9 | 38 | 256 qam | 13 |
14 | 243000000 | 5.5 | 38 | 256 qam | 14 |
15 | 251000000 | 7 | 38 | 256 qam | 15 |
16 | 259000000 | 7.5 | 40 | 256 qam | 16 |
17 | 267000000 | 7.8 | 38 | 256 qam | 17 |
18 | 275000000 | 8.3 | 40 | 256 qam | 18 |
19 | 283000000 | 9.1 | 40 | 256 qam | 19 |
20 | 291000000 | 7.5 | 38 | 256 qam | 20 |
21 | 299000000 | 6.9 | 38 | 256 qam | 21 |
22 | 307000000 | 4.8 | 38 | 256 qam | 22 |
23 | 315000000 | 5 | 38 | 256 qam | 23 |
24 | 323000000 | 7 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 2798 | 88281 |
2 | Locked | 38.6 | 163315 | 285 |
3 | Locked | 38.6 | 1486975 | 337 |
4 | Locked | 38.6 | 6483131 | 343 |
5 | Locked | 38.6 | 3728946 | 298 |
6 | Locked | 38.6 | 1354181 | 120 |
7 | Locked | 38.9 | 36965 | 63 |
8 | Locked | 40.3 | 926 | 33 |
9 | Locked | 40.3 | 145 | 12 |
10 | Locked | 40.3 | 117 | 0 |
11 | Locked | 38.6 | 296 | 20 |
12 | Locked | 38.6 | 394 | 18 |
13 | Locked | 38.6 | 727 | 56 |
14 | Locked | 38.9 | 438 | 60 |
15 | Locked | 38.9 | 175 | 0 |
16 | Locked | 40.3 | 140 | 0 |
17 | Locked | 38.9 | 157 | 0 |
18 | Locked | 40.3 | 58 | 0 |
19 | Locked | 40.9 | 62 | 0 |
20 | Locked | 38.9 | 147 | 0 |
21 | Locked | 38.9 | 350 | 0 |
22 | Locked | 38.6 | 1001 | 0 |
23 | Locked | 38.9 | 391 | 0 |
24 | Locked | 38.9 | 150 | 0 |
1 | 49600000 | 44.5 | 5120 | 64 qam | 6 |
2 | 36600005 | 44.8 | 5120 | 64 qam | 8 |
3 | 43099946 | 44.8 | 5120 | 64 qam | 7 |
4 | 30100000 | 44.3 | 5120 | 64 qam | 9 |
5 | 23600000 | 45.3 | 5120 | 64 qam | 10 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0
|