Internet connection dropping 5+ times per day (100% packet loss)

[tlerner87]

Hi, I'd really appreciate some advice as my internet connection is driving me mad (Virgin 600 Mbps)

A few months ago i was having issues with my Super hub 3 restarting 3-5 times per week. In the end I just bought an ASUS RT-AX68U router and put the superhub in modem mode.  This completely fixed my issues and I had a rock solid, ultra fast connection for many weeks without a single restart or drop out.

But recently, over the last month or so, I am getting 5+ internet drop outs per day. My router stays on, its just the internet connection that drops for a few minutes and then its back.

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3aa75c26b4231eedf57cf3c2bddf158669621a91-24-02-2022

As far as i can tell, my connection is very good but then BAM! complete cut out (red lines).

If anyone has any ideas/advice, I'd be very grateful.

modem logs: 

Network Log

Time Priority Description

14/02/2022 23:56:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 02:31:1	notice	SW download Successful - Via NMS
14/02/2022 02:29:3	notice	SW Download INIT - Via NMS
13/02/2022 04:41:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 02:33:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 06:42:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2022 14:33:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 11:19:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 02:33:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 19:28:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 19:06:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 07:14:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2022 21:01:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 14:26:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 12:36:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2022 07:25:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2022 16:26:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 08:23:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 04:26:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 13:23:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	202750000	8.3	40	256 qam	9
2	210750000	8	38	256 qam	10
3	218750000	7.8	40	256 qam	11
4	226750000	7.6	40	256 qam	12
5	234750000	8	40	256 qam	13
6	242750000	8	40	256 qam	14
7	250750000	8	40	256 qam	15
8	258750000	8	40	256 qam	16
9	266750000	8.4	40	256 qam	17
10	274750000	8.5	40	256 qam	18
11	282750000	8.6	40	256 qam	19
12	290750000	9	40	256 qam	20
13	298750000	9.4	40	256 qam	21
14	306750000	9.4	40	256 qam	22
15	314750000	9.5	40	256 qam	23
16	322750000	9.8	40	256 qam	24
17	330750000	9.6	40	256 qam	25
18	338750000	9.6	40	256 qam	26
19	346750000	9.5	40	256 qam	27
20	354750000	9.5	40	256 qam	28
21	362750000	9.5	40	256 qam	29
22	370750000	9.9	40	256 qam	30
23	378750000	10	40	256 qam	31
24	386750000	9.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	18	0
2	Locked	38.9	0	0
3	Locked	40.3	4	0
4	Locked	40.3	7	0
5	Locked	40.3	4	0
6	Locked	40.3	5	0
7	Locked	40.3	6	0
8	Locked	40.3	5	0
9	Locked	40.3	4	0
10	Locked	40.9	7	0
11	Locked	40.3	5	0
12	Locked	40.3	3	0
13	Locked	40.3	6	0
14	Locked	40.9	4	0
15	Locked	40.3	6	0
16	Locked	40.3	14	0
17	Locked	40.3	17	0
18	Locked	40.3	19	0
19	Locked	40.3	20	0
20	Locked	40.3	19	0
21	Locked	40.9	6	0
22	Locked	40.9	5	0
23	Locked	40.3	5	0
24	Locked	40.9	4	0

[tlerner87]

Upstream bonded channels

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

1	46200000	39.5	5120	64 qam	1
2	32600000	39	5120	64 qam	3
3	25800000	38.5	5120	64 qam	4
4	39400000	39.3	5120	64 qam	2

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	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt078+voc-b.cm

Primary Downstream Service Flow

SFID	48562
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	48561
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[tlerner87]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0d86ce293b75ac3b6f188d8a68418409b9d40963

Live graph. 

 Happened a few more times last night and a period of latency/dropped packets 8-10pm last night. 

[jbrennand]

It is odd. Your down powers are all at the high end of the range - but in spec (-6 -> +10 dBmV). All other stats are fine. But the network logs are not covering the period of the BQM you link too.

I can only suggest some basic stuff like doing a pinhole reset of the Hub as below. Changing the Ethernet cable to the Asus with a new Cat6a/7 one. Returning the Hub to normal router mode for a period (overnight) and see if the issue persists or disappears.

Also check if there are known issues or ongoing "work" by calling the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. 
___________________________

Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections to your router and other kit (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub
See if that sorts it.

[tlerner87]

Thanks for the reply John.

I'm not sure why the log doesn't cover the last 2 weeks or so, I've clicked refresh etc but this is all it shows. 

Ill try the reset etc if there's nothing obviously wrong. I'll post back in a few days. 

[jbrennand]

There are numerous "bugs" in VM Hub's firmwares - several people are reporting strange issues on not recording logs correctly. See after the reset

[Tudor]

“latency/dropped packets 8-10pm last night.”

For info, this seems to be a VM glitch, it happened to lots of users.

[Gareth_L]

Hi tlerner87

Can we please ask how things are looking over the weekend 

Gareth_L

[tlerner87]

Hello

So on Friday night I did a proper factory reset of the virgin superhub 3 and put it back into modem mode. 

It seemed to do the trick as I didn't have any drop outs for nearly 24 hours. Just one on Saturday night, but then I had 4 more drop outs on Sunday.

So far, I haven't had any today (Monday).

So it seems to be a bit random. 

The log on the modem still doesn't have any entries at the times of the drop outs. 

[tlerner87]

It's got bad again, 3 drop outs today and counting. 

I won't try to put my superhub 3 back into router mode because the whole reason it's in modem mode was that it was restarting itself a few times a week (I have an old thread trying to deal with that!).

I decided to invest in a new Asus router to solve that which it did for a few months.

Does anyone have any other suggestions for me to try? Or maybe my superhub is just faulty?