Virgin Media Community

[NordicNode]

Heya.

For the last few weeks, my internet has been completely dropping out (wired and wireless). I'm not entirely sure what information to provide, other than to say that I'm using the Hub 3, and I've attached my BQM results:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2ea7d937c53ec258c9973d2855f645d152a0361c

It makes doing anything online virtually impossible. The dropouts can last anywhere from 10 seconds to a few minutes, and happen roughly every 2-3 minutes. Any suggestions would be appreciated.

[jbrennand]

Your BQM is a wall of red. Either your i.p. address is wrong on the TB website or your Hub or router ( do you use you own?) is set to "do not respond to icmp pings - can you check in their settings.

[NordicNode]

I'm sorry, I wasn't able to figure out how or where to check those settings.

I was able to find the router status settings, which I'll provide the results to below.

Downstream bonded channels

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

1	203000000	-2.2	38	256 qam	9
2	211000000	-2.2	38	256 qam	10
3	219000000	-2	38	256 qam	11
4	227000000	-2.2	38	256 qam	12
5	235000000	-2.5	38	256 qam	13
6	243000000	-3.2	38	256 qam	14
7	251000000	-3.5	38	256 qam	15
8	259000000	-3	38	256 qam	16
9	267000000	-2.5	38	256 qam	17
10	275000000	-2.2	38	256 qam	18
11	283000000	-2.2	38	256 qam	19
12	291000000	-2.2	38	256 qam	20
13	299000000	-1.7	38	256 qam	21
14	307000000	-1.7	40	256 qam	22
15	315000000	-1.9	38	256 qam	23
16	323000000	-1.9	38	256 qam	24
17	331000000	-1.5	38	256 qam	25
18	371000000	-1.2	40	256 qam	26
19	379000000	-1.4	38	256 qam	27
20	387000000	-2.2	38	256 qam	28
21	395000000	-2.5	40	256 qam	29
22	403000000	-2.5	40	256 qam	30
23	411000000	-2.5	38	256 qam	31
24	419000000	-2.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	137	4752
2	Locked	38.6	442	4234
3	Locked	38.6	663	4265
4	Locked	38.6	470	4263
5	Locked	38.9	406	4349
6	Locked	38.6	729	3944
7	Locked	38.6	543	4033
8	Locked	38.9	702	3775
9	Locked	38.6	719	3725
10	Locked	38.9	431	4100
11	Locked	38.9	536	4158
12	Locked	38.6	552	3938
13	Locked	38.6	257	5491
14	Locked	40.3	144	5565
15	Locked	38.9	165	5536
16	Locked	38.9	179	5675
17	Locked	38.9	156	5694
18	Locked	40.9	330	5649
19	Locked	38.9	194	5832
20	Locked	38.9	226	5849
21	Locked	40.3	560	5870
22	Locked	40.3	319	5952
23	Locked	38.9	258	5967
24	Locked	38.9	814	5967

Upstream bonded channels

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

1	39400058	42.5	5120	64 qam	4
2	60300000	44.5	5120	64 qam	1
3	53700120	43.8	5120	64 qam	2
4	46199918	43	5120	64 qam	3

[NordicNode]

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	23	0
3	ATDMA	0	0	84	0
4	ATDMA	0	0	19	0

Time Priority Description

07/02/2021 10:14:42	notice	LAN login Success;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 13:51:3	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 21:58:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:53:4	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:37:11	Warning!	Lost MDD Timeout;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:37:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:37:5	Warning!	RCS Partial Service;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:37:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:32:26	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:58:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 01:58:43	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 07:26:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 16:09:28	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:23:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:22:24	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;
27/01/2021 15:18:28	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:18:27	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:18:27	critical	Ranging Request Retries exhausted;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:17:44	critical	No Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:00:21	Warning!	Lost MDD Timeout;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;

[nalindap]

Similar issue to Nordic node. Any ideas? Good wifi signal but no internet with numerous drop outs per day. Can be on two devices next to each other. When connected, getting good downloads speeds. 

Time	Priority	Description
07/02/2021 12:49:9	notice	LAN login Success;
07/02/2021 07:46:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;
07/02/2021 07:46:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;
06/02/2021 22:49:0	critical	No Ranging Response received - T3 time-out;
06/02/2021 00:07:10	notice	LAN login Success;
04/02/2021 20:12:29	critical	No Ranging Response received - T3 time-out;
03/02/2021 19:46:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;
03/02/2021 19:46:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;
03/02/2021 18:48:25	notice	LAN login Success;
03/02/2021 18:48:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;
03/02/2021 18:47:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;
03/02/2021 18:29:51	notice	LAN login Success;
03/02/2021 18:28:58	Warning!	RCS Partial Service;

[jbrennand]

Have you sorted the BQM yet. Are you using your own router or Mesh? If not - I dont have a Hub3 but someone else posted to look at....
• Advanced Settings > Advanced > Ping > Respond to ICMP echo requests sent to WAN IP)

Your stats arent too bad but looks like there has been some historical build up of errors so can you reset them by doing this.
_________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[nalindap]

Hi

sorry I’m not great with terminology. I have a SH3 in router mode. Not sure what the BQM is? 

Rang tech support and they reset the router from there end after ‘detecting a problem’ waiting to see if there is any effect  

Nal. 

[jbrennand]

This is not your thread do you have anything to add for the OP?

[nalindap]

Apologies , new to the forum. Thought I had a similar issue.

[jbrennand]

No probs - just start a new thread and describe the issues you are having on what devices - wired and wifi