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Razner
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Issues with broadband connection

Hi,

I've recently moved from a hub 2 to a hub 3 after upgrading my connection speed and I have started to see issues with my internet connection.

At random points during the day my hub will reset and the arrows on the front will start flashing green. It'll do this for a minute or two and then the light at the bottom of the hub will start flashing green. It'll repeat this cycle until my internet connection eventually comes back on line.

When this happens, if I connect to the hub - which isn't always possible during this time - I'm usually greeted with the 'choose your language' page and then get a message telling me that settings on the hub are being updated. Also, when I've lost my connection the Status field on the Ranged Upstream Channel (Hz) on the Cable Modem Status table will say 'Upgrade/Update in progress' (Sorry, I can't remember if it's Upgrade or Update).

The virgin media status page reports no issues during my outages and nothing has changed internally except for the hub 2 being replaced with the hub 3.

Tried so far:
Rebooting hub (via admin interface)
Restarting hub (full power off and back on)
Pinhole reset - 10 seconds hold
Pinhole reset - 60 seconds hold

Here's yesterdays BQM graph:

My Broadband Ping - Internet Connection

Network Log:

Time Priority Description

29/04/2021 00:36:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:36:21criticalReceived 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;
29/04/2021 00:35:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:24:17criticalReceived 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;
29/04/2021 00:23:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:22:46criticalReceived 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;
29/04/2021 00:21:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:21:11criticalReceived 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;
29/04/2021 00:20:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:19:36criticalReceived 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;
29/04/2021 00:18:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:17:54criticalReceived 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;
29/04/2021 00:16:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:16:18criticalReceived 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;
29/04/2021 00:15:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:14:36criticalReceived 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;
29/04/2021 00:13:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:13:7criticalReceived 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;
29/04/2021 00:12:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 00:07:26criticalReceived 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;


Upstream bonded channels

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

12580000057512064 qam8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030

 

Any help would be appreciated.

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Razner
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Re: Issues with broadband connection

More logs :

Downstream bonded channels

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

1427000000-0.940256 qam33
2235000000-140256 qam13
3243000000-1.240256 qam14
4251000000-1.240256 qam15
5259000000-140256 qam16
6267000000-0.940256 qam17
7275000000-0.740256 qam18
8283000000-0.740256 qam19
9291000000-0.740256 qam20
10299000000-0.540256 qam21
11307000000-0.540256 qam22
12315000000-0.740256 qam23
13323000000-0.540256 qam24
14331000000-0.540256 qam25
15371000000-0.740256 qam26
16379000000-0.740256 qam27
17387000000-0.540256 qam28
18395000000-0.540256 qam29
19403000000-0.740256 qam30
20411000000-0.540256 qam31
21419000000-0.740256 qam32
22435000000-1.240256 qam34
23443000000-1.540256 qam35
24451000000-1.540256 qam36



Downstream bonded channels

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

1Locked40.970
2Locked40.350
3Locked40.360
4Locked40.3150
5Locked40.940
6Locked40.950
7Locked40.950
8Locked40.360
9Locked40.390
10Locked40.960
11Locked40.380
12Locked40.960
13Locked40.350
14Locked40.310
15Locked40.910
16Locked40.360
17Locked40.3100
18Locked40.970
19Locked40.360
20Locked40.960
21Locked40.370
22Locked40.980
23Locked40.9220
24Locked40.900
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lotharmat
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Re: Issues with broadband connection

There should be 4 upstream channels! If you only have one then, yup - problems!

VM Staff should be along shortly to diagnose and probably book an engineer.

In the meantime - have you tried a factory reset of the hub?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Razner
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Re: Issues with broadband connection

Come to think of it, no I haven't tried a factory reset.

I'll give that a go now and see if that changes anything regarding the upstream channels.

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lotharmat
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Re: Issues with broadband connection

Keep us posted!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Razner
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Re: Issues with broadband connection

No change after the factory reset I'm afraid, still only showing one upstream channel.

Thanks for the suggestion though, it was worth a try.

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lotharmat
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Re: Issues with broadband connection

No worries - Just need to wait for VM Staff!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Zak_M
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Re: Issues with broadband connection

Good morning @Razner 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your services. 

 

I have run some diagnostics and can see that we are going to need to get an engineer out to you. I have taken the opportunity to book this for you. You can find the time and date via your online account. 

 

Kind regards,

Zak_M

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