Internet dropping out

[GarryO]

This is very frustrating. my internet connection has been flakey over the past few weeks dropping out serveral times during the day. Some days worse than others with no pattern that i can detect. I have repeatedly tried the all the Superhub 3 restarts / resets / reconnections. I havn't made any changes to my network. It has nothing to do with the WiFi.  I have pasted my network log from yesterday afternoon. Loads of "No Ranging Response received - T3 time-out" messages, could this be the issue?

When it works I get over 100Mbps DL 10Mbps UL. When it works!!!  I feel that I am losing confidence with my Virgin Media connection. I would like a relaible service. So if anyone has ideas and can help I would be grateful.

 

Network Log

Time Priority Description

24/08/2022 14:27:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2022 14:09:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2022 13:46:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 17:08:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 17:01:59	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:46:48	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:46:15	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:33:6	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:32:40	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:25:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 16:13:48	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 15:41:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 15:22:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:54:10	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:53:54	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:50:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:46:43	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:45:52	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 13:19:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Can you post the other data as per this
_________________________________

Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[GarryO]

Hi John,
Thank you so much for responding. Below is pasted the data. Also this is the link to my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c803776172e3be0a179d36b45402f9d504... 

I have been running it for about a month.
Thanks in advance for your help
Garry

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 3.5 40 256 qam 32
2 203000000 3.4 40 256 qam 9
3 211000000 3.2 40 256 qam 10
4 219000000 3 40 256 qam 11
5 227000000 2.7 40 256 qam 12
6 235000000 2.5 40 256 qam 13
7 243000000 2.2 40 256 qam 14
8 251000000 2.5 40 256 qam 15
9 259000000 2.7 40 256 qam 16

10 267000000 2.7 40 256 qam 17
11 275000000 2.7 40 256 qam 18
12 283000000 3 40 256 qam 19
13 291000000 2.5 40 256 qam 20
14 299000000 3 39 256 qam 21
15 307000000 3 40 256 qam 22
16 315000000 3 40 256 qam 23
17 323000000 3.5 40 256 qam 24
18 331000000 3.2 40 256 qam 25
19 339000000 3.7 40 256 qam 26
20 347000000 4 40 256 qam 27
21 355000000 3.9 40 256 qam 28
22 363000000 4 40 256 qam 29
23 371000000 3.7 40 256 qam 30
24 379000000 3.9 40 256 qam 31

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 40.3 22 0
3 Locked 40.9 10 0
4 Locked 40.3 11 0
5 Locked 40.3 17 0
6 Locked 40.9 11 0
7 Locked 40.9 14 0
8 Locked 40.3 16 0
9 Locked 40.3 7 0
10 Locked 40.3 8 0
11 Locked 40.3 11 0
12 Locked 40.3 7 0
13 Locked 40.3 12 0
14 Locked 39.8 15 0
15 Locked 40.9 12 0
16 Locked 40.9 11 0
17 Locked 40.3 9 0
18 Locked 40.3 26 0
19 Locked 40.3 34 0
20 Locked 40.3 23 0
21 Locked 40.3 30 0
22 Locked 40.3 24 0
23 Locked 40.3 38 0
24 Locked 40.3 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400036 42.5 5120 64 qam 4
2 46199988 42.5 5120 64 qam 3
3 53700019 42.5 5120 64 qam 2
4 60300000 42.5 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[jbrennand]

Hub stats look good - the Hub Logs and BQM doesnt though!

Just some basics... 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. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Are there any known issues being reported....

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try 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 street cab/ postcode level.

[GarryO]

Thanks again for the tips John. I had already checked the connections into the hub but took your advice and checked all the way back to the wall box. All good. I restarted the hub and it seemed to get stuck in a green light stage for much longer than usual with no interet as a result. I went back and re-did all the connections thinking it was a problem I might have introduced. Restarted the hub... no luck. I created a phone hot spot and used that to run Check Service Status and it diagnosed a problem and allowed me to book a techniction ..... I gave up on the fault finding and resigned myself to no Broadband until then. Thirty minutes later the internet connection was back! I feel the problem is down the line from me. I will continue check out my BQM and Hub logs, hopefully after the visit by tech I'll find out what the issue is? I'll report back.
Garry

[andrewmm]

Lots of people on the forums seem to be seeing similar results,,

  May be the virgin gear is just to hot ,not good in global warming ?

[Ashleigh_C]

Hi there @GarryO

Thank you so much for your post and welcome back to the forums! 

I'm so sorry to hear that you are facing this issue with your connection but I am so glad to hear that you have been able to arrange and engineer. 

Are you able to pop back and let us know how things are looking after the appointment?

Thank you. 

[GarryO]

Hi @Ashliegh_C,
The enginneer has visited, tested the connection all (Power, SNR etc)  good. As I expected from my prevous Network Status observations. On restarting the Hub (Superhub 3) It stuck at the "green lights" stage. So he sugested that it was a hub issue and fitted a replacement (Hub 4). I did a check and all seemed OK and the engineer left. I then changed the WiFi Settings and Admin Password... Oh dear slow responses... factory reset... still slow. I created a BMQ and I decided to wait ....  no improvement over time (appeared to be an upload speed issue to me as the contention ratio was poor.  I contacted support by phone at 8 this morning. Checks carried out and as a result a monitor would placed on my connetion for 24 hours.....  then at around 7 oclock this evening it's better! this is my BQM graph:

Could it be fixed?...... 
Garry

[GarryO]

The engineer visiting me said there had been quite a few issues with overheating hubs. Also with equipment boxes.

[GarryO]

Oh dear..... good from 19:00 to 23:00 then back to my new normal 😞  ..... Iooks like i will be making a call to support!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0a548629269b4fbe39a6cdc093304c6ff...