Internet intermittently disconnects multiple times a day

[Porhan]

For the past four weeks or so the internet has been dropping out several times a day, and seems to drop out more in the afternoon than the morning. It typically recovers within two to three minutes, but it is inconvenient, especially if I am on a call. Please not that it occurs even when I am not on a call.

When I run the test from the Virgin Media site, it will typically say there is no fault in my region, but the hub test will often say there is a problem in my area and an engineer is investigating. On other days the hub test will come back to report a possible issue with the hub and suggest I check the cables or reboot it. All of these have been done, but have not resolved the situation.

I use two hard wired PCs and multiple wifi connected devices. The hard wired PCs are impacted by these outages, so it does not appear to be a wifi signal issue. The light at the bottom of the Hub 3.0 is typically red, though it will occasionally turn white. There is adequate airflow to both sides of the hub. The top of the hub is warm, but not hot.

I came across another post that had very similar symptoms, and the person reverted the hub to a modem and connected a router to it. This might resolve the issue, but I would like to avoid the expense of a router.

I would be grateful if someone could assist.

[jbrennand]

Can you do this..
__________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then 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, & the Network Logs page. 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

[Porhan]

Hi John,

Hopefully I've captured all of the data you suggested. My main PCs are connected by ethernet cables, so wifi shouldn't be a factor here, though that's not to say it isn't related.

Router status
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 267000000 Locked
Ranged Upstream Channel (Hz) 39399937 Locked
Provisioning State Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 267000000 0.2 38 256 qam 17
2 275000000 0.2 38 256 qam 18
3 283000000 0.4 38 256 qam 19
4 291000000 0.5 38 256 qam 20
5 299000000 0.9 38 256 qam 21
6 307000000 0.7 38 256 qam 22
7 315000000 1 38 256 qam 23
8 323000000 0.7 38 256 qam 24
9 331000000 1 38 256 qam 25
10 339000000 1.2 38 256 qam 26
11 347000000 0.7 38 256 qam 27
12 355000000 0.7 38 256 qam 28
13 363000000 0.7 38 256 qam 29
14 371000000 0.5 38 256 qam 30
15 379000000 0.7 38 256 qam 31
16 387000000 0.7 38 256 qam 32
17 395000000 0.9 38 256 qam 33
18 403000000 1.2 38 256 qam 34
19 411000000 1.2 38 256 qam 35
20 419000000 1.2 38 256 qam 36
21 523000000 1.7 38 256 qam 38
22 531000000 2 38 256 qam 39
23 539000000 2.2 38 256 qam 40
24 547000000 1.7 38 256 qam 41

10 339000000 1.2 38 256 qam 26
11 347000000 0.7 38 256 qam 27
12 355000000 0.7 38 256 qam 28
13 363000000 0.7 38 256 qam 29
14 371000000 0.5 38 256 qam 30
15 379000000 0.7 38 256 qam 31
16 387000000 0.7 38 256 qam 32
17 395000000 0.9 38 256 qam 33
18 403000000 1.2 38 256 qam 34
19 411000000 1.2 38 256 qam 35
20 419000000 1.2 38 256 qam 36
21 523000000 1.7 38 256 qam 38
22 531000000 2 38 256 qam 39
23 539000000 2.2 38 256 qam 40
24 547000000 1.7 38 256 qam 41

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 120884 29397
2 Locked 38.9 121542 23391
3 Locked 38.9 113751 28501
4 Locked 38.9 112262 26889
5 Locked 38.6 107438 21062
6 Locked 38.9 101554 23687
7 Locked 38.9 104348 20163
8 Locked 38.9 107513 21765
9 Locked 38.6 99968 20320
10 Locked 38.9 94396 15974
11 Locked 38.9 94871 22415
12 Locked 38.6 96224 16437
13 Locked 38.6 97037 15521
14 Locked 38.6 94937 18260
15 Locked 38.6 93477 14142
16 Locked 38.6 89021 14573
17 Locked 38.6 86611 13461
18 Locked 38.9 80310 12982
19 Locked 38.9 80932 13419
20 Locked 38.9 77078 12165
21 Locked 38.6 45021 8947
22 Locked 38.9 41622 9365
23 Locked 38.9 39955 8857
24 Locked 38.9 37587 8924

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399937 47 5120 64 qam 4
2 46200089 47.5 5120 64 qam 3
3 32600000 46.8 5120 64 qam 5
4 25799938 46.5 5120 16 qam 6

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 70 0
2 ATDMA 0 0 46 0
3 ATDMA 0 0 62 0
4 ATDMA 0 0 67 0

General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow
SFID 20310
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 20309
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Refresh data
Network Log
Time Priority Description
19/05/2022 14:16:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:13:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:13:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:12:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:12:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:12:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:10:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:09:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:08:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:08:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:08:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:07:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Not great.... but need to start from a blanks sheet - can you do this
_____________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Porhan]

Thanks John

Nothing looks untoward with the cabling, though it is 22 years old, so the outside cable may have deteriorated, though it's not obvious if it has.

This is what I have so far. No outages since the reboot.

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 0 0

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 0 0
2 Locked 38.6 0 0
3 Locked 38.9 5 0
4 Locked 40.3 6 0
5 Locked 40.3 17 0
6 Locked 40.3 20 0
7 Locked 40.3 16 0
8 Locked 40.3 5 0
9 Locked 38.9 6 0
10 Locked 38.9 5 0
11 Locked 38.9 5 0
12 Locked 38.9 4 0
13 Locked 38.6 5 0
14 Locked 40.3 5 0
15 Locked 38.9 0 0
16 Locked 38.9 6 0
17 Locked 38.9 4 0
18 Locked 38.6 6 0
19 Locked 38.9 5 0
20 Locked 38.9 6 0
21 Locked 38.9 6 0
22 Locked 40.3 0 0
23 Locked 38.9 5 0
24 Locked 38.9 0 0

[Porhan]

Hi John,

I forgot to add I don't typically get disconnects in the evening, or don't notice them if I do.

[Porhan]

Two hours later and nothing new

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 0 0

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 16 0
2 Locked 38.9 17 23
3 Locked 38.9 30 65
4 Locked 40.3 25 23
5 Locked 40.3 27 59
6 Locked 40.9 28 76
7 Locked 40.3 24 20
8 Locked 40.3 31 16
9 Locked 38.9 24 139
10 Locked 38.9 14 16
11 Locked 38.9 13 16
12 Locked 38.9 9 20
13 Locked 38.9 10 19
14 Locked 40.3 13 0
15 Locked 38.9 24 0
16 Locked 38.9 11 0
17 Locked 38.9 8 0
18 Locked 38.9 14 0
19 Locked 38.6 8 0
20 Locked 38.9 17 0
21 Locked 38.9 15 0
22 Locked 40.3 14 0
23 Locked 38.6 6 0
24 Locked 38.9 10 0

[Porhan]

So far so good today.

I still have the red light showing constantly on the Hub 3.0, which is normal; however, no disconnects.

In addition to switching off the hub, the only thing I did yesterday was to slightly move the cable outside of my property so less pressure is exerted on it where it goes around the corner of the house.

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

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 12983 3824
2 Locked 38.6 251522 39665
3 Locked 38.6 21036 7766
4 Locked 38.9 16885 6917
5 Locked 38.6 18472 6838
6 Locked 38.9 16231 6826
7 Locked 38.9 14676 5925
8 Locked 40.3 14593 6050
9 Locked 38.9 15497 6292
10 Locked 38.6 15256 5403
11 Locked 38.9 14824 5307
12 Locked 38.9 15099 4763
13 Locked 38.9 17025 4597
14 Locked 38.9 15388 4269
15 Locked 38.9 13714 4300
16 Locked 38.6 13370 4356
17 Locked 38.9 13074 4178
18 Locked 38.6 12923 3531
19 Locked 38.9 12559 3886
20 Locked 38.6 12209 3976
21 Locked 38.9 11884 3204
22 Locked 38.9 11300 3457
23 Locked 38.6 11298 3061
24 Locked 38.6 11225 3131

[Porhan]

I forgot to add the network log

Network Log
Time Priority Description
20/05/2022 12:02:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 12:02:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 11:56:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 03:07:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 22:31:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 22:31:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:46:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:46:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:45:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:45:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:41:53 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;
19/05/2022 14:37:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:16:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:14:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:13:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:13:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:12:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 14:12:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

No... something is very wrong on that connection - there should be 0 postRS errors after may days - not thousands in a day - I think there is noise getting in somewhere.

You need to post up the Upstream data too and lets see your BQM

I will ask VM to come here and take a look.