Loosing the will to live - packet loss / t3 timeouts

[Impudent]

Hub 3 in modem mode.

We've had ongoing issues since November with intermittent loss of service. I've had countless calls with Customer Support, who are all very pleasant but aside from endless hollow reassurances have proved unable to identify or resolve the issues. 

If you're listening @moderators - we have had multiple engineer visits in the past month. Everything has been replaced: the hub 3; the cable inside the house; splitter and attenuators; a new cable from the road to our house. Signal levels have been confirmed good while the engineers were here. There have been mutliple factory resets of the hub 3. Have tried it in both modem mode and router mode. Despite repeatedly asking for the issues to be escalated, I see no ownership of the issue from customer support and have no confidence of a resolution. The only conclusion I can draw at the moment is any escalation processes that may exist are ineffectual and that Virgin are incapable of troubleshooting and diagnosing their own infrastructure. 

Stats from the hub and BQM for yesterday, Feb 9th are as follows:

Feb 9th

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	43100056	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	330750000	2.2	28	256 qam	25
2	210750000	-1.7	24	256 qam	0
3	226750000	-1.9	25	256 qam	0
4	234750000	-0.5	25	256 qam	0
5	242750000	0.5	25	256 qam	0
6	250750000	0.7	26	256 qam	0
7	258750000	0	26	256 qam	0
8	266750000	-0.5	26	256 qam	0
9	274750000	-0.4	26	256 qam	18
10	282750000	0.7	27	256 qam	19
11	290750000	2.2	27	256 qam	20
12	298750000	2.4	27	256 qam	21
13	306750000	1.7	28	256 qam	22
14	314750000	0.9	28	256 qam	23
15	322750000	1.5	28	256 qam	24
16	338750000	3.7	29	256 qam	26
17	346750000	3.5	29	256 qam	27
18	354750000	3	29	256 qam	28
19	362750000	2	30	256 qam	29
20	370750000	2.2	30	256 qam	30
21	378750000	3	30	256 qam	31
22	386750000	4.3	30	256 qam	32
23	218750000	-2.4	25	256 qam	0

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	28.7	3136032	5
2	Locked	24.1	5	588141
3	Locked	25.1	58	2440419
4	Locked	25.5	95	2576804
5	Locked	25.8	3764	2573348
6	Locked	26.2	87548	2490004
7	Locked	26.4	469214	2108516
8	Locked	26.6	904796	1673736
9	Locked	26.8	1389579	1189330
10	Locked	27.1	1932797	645648
11	Locked	27.4	2396449	178331
12	Locked	27.8	2526856	23327
13	Locked	28.1	2483269	2560
14	Locked	28.3	2397029	378
15	Locked	28.6	2268501	51
16	Locked	29.2	1791198	1
17	Locked	29.6	1382149	0
18	Locked	29.8	1140612	0
19	Locked	30	951491	0
20	Locked	30.1	851768	0
21	Locked	30.4	607433	0
22	Locked	30.6	445767	0
23	Locked	28.7	3887293	7

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100056	57	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	254k;fg87dsfd;kfoA,.iyewrkldJ

Primary Downstream Service Flow

SFID	30433
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	30432
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
09/02/2024 12:08:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:12	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:08:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:07:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:07:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:07:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:07:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:07:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 12:06:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Impudent]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	338750000	Ranging
Ranged Upstream Channel (Hz)	36600131	Locked
Provisioning State	Offline

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	338750000	12.4	36	256 qam	26
2	202750000	12.4	38	256 qam	9
3	210750000	12.3	38	256 qam	10
4	218750000	12	38	256 qam	11
5	226750000	12	38	256 qam	12
6	234750000	11.9	38	256 qam	13
7	242750000	11.9	38	256 qam	14
8	250750000	12	38	256 qam	15
9	258750000	12	38	256 qam	16
10	266750000	12	38	256 qam	17
11	274750000	12	38	256 qam	18
12	282750000	12	38	256 qam	19
13	290750000	12.1	38	256 qam	20
14	298750000	12.4	38	256 qam	21
15	306750000	12.4	38	256 qam	22
16	314750000	11.9	38	256 qam	23
17	322750000	12	38	256 qam	24
18	330750000	11.8	38	256 qam	25
19	346750000	12	38	256 qam	27
20	354750000	12.4	38	256 qam	28
21	362750000	11.8	38	256 qam	29
22	370750000	12	38	256 qam	30
23	378750000	11.6	38	256 qam	31
24	386750000	12	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	1	0
2	NotLocked	40.9	6	0
3	NotLocked	38.9	5	0
4	NotLocked	40.3	6	0
5	NotLocked	38.9	5	0
6	NotLocked	40.3	5	0
7	NotLocked	38.9	5	0
8	NotLocked	40.3	4	0
9	NotLocked	40.3	5	0
10	NotLocked	40.3	5	0
11	NotLocked	40.3	5	0
12	NotLocked	40.3	3	0
13	NotLocked	40.3	5	0
14	NotLocked	38.9	5	0
15	NotLocked	40.3	4	0
16	NotLocked	40.3	0	0
17	NotLocked	40.3	5	0
18	NotLocked	40.3	5	0
19	NotLocked	40.3	0	0
20	NotLocked	40.3	5	0
21	NotLocked	40.3	0	0
22	NotLocked	40.3	6	0
23	NotLocked	38.9	4	0
24	NotLocked	40.3	6	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600131	36.7	5120	64 qam	3
2	49599891	37.3	5120	64 qam	1
3	30099993	36.8	5120	64 qam	4
4	43100021	36.8	5120	64 qam	2
5	49600009	36.8	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	18	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file

Primary Downstream Service Flow

SFID	30433
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	30432
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
10/02/2024 13:44:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:43:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:43:53	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;
10/02/2024 13:43:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:43:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:43:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:43:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:42:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:42:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:42:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:41:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:41:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:41:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2024 13:39:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

seems you have a amp going off line and coming back on

[Impudent]

Thanks - I'm not an expert - what does that mean and what needs to happen to fix it?

[Impudent]

Item	Status	Comments
Acquired Downstream Channel (Hz)	362750000	Locked
Ranged Upstream Channel (Hz)	30099871	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	362750000	13	40	256 qam	29
2	202750000	13.5	38	256 qam	9
3	210750000	13.5	38	256 qam	10
4	218750000	13.3	38	256 qam	11
5	226750000	13.1	38	256 qam	12
6	234750000	13	38	256 qam	13
7	242750000	13	38	256 qam	14
8	250750000	13.3	38	256 qam	15
9	258750000	13.3	40	256 qam	16
10	266750000	13.3	38	256 qam	17
11	274750000	13.1	40	256 qam	18
12	282750000	13.1	40	256 qam	19
13	290750000	13.3	38	256 qam	20
14	298750000	13.4	38	256 qam	21
15	306750000	13.5	40	256 qam	22
16	314750000	13	40	256 qam	23
17	322750000	13.4	38	256 qam	24
18	330750000	13	40	256 qam	25
19	338750000	13.3	40	256 qam	26
20	346750000	13	38	256 qam	27
21	354750000	13.4	39	256 qam	28
22	370750000	13	40	256 qam	30
23	378750000	12.8	38	256 qam	31
24	386750000	13	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.6	193276	434561
2	Locked	40.3	277	2015
3	Locked	38.9	331	2091
4	Locked	38.9	1389	2526
5	Locked	38.9	246	3009
6	Locked	38.6	300	3027
7	Locked	38.9	267	3025
8	Locked	38.9	211	2677
9	Locked	38.9	218	3744
10	Locked	40.3	233	2477
11	Locked	38.9	213	4460
12	Locked	40.3	250	3504
13	Locked	40.3	286	3060
14	Locked	38.9	270	2389
15	Locked	38.9	225	2262
16	Locked	40.3	196	2578
17	Locked	40.3	226	3334
18	Locked	38.9	242	2743
19	Locked	40.3	203	2129
20	Locked	40.3	212	1786
21	Locked	38.9	185	1909
22	Locked	39.3	221	3285
23	Locked	40.3	236	1876
24	Locked	38.9	221	1948

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	30099871	36.2	5120	64 qam	4
2	23600012	34.8	5120	64 qam	5
3	36600009	35.8	5120	64 qam	3
4	43100019	36.5	5120	64 qam	2
5	49600078	36.5	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	7	0
2	ATDMA	0	0	11	0
3	ATDMA	0	0	7	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	4	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file

Primary Downstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate

Primary Upstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate

Max Concatenated Burst

Scheduling Type

Network Log

Time	Priority	Description
12/02/2024 10:37:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:36:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:36:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:36:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:36:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:35:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:35:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:34:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:34:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:33:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:33:30	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:32:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:32:34	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:31:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:31:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:25:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 10:25:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Impudent]

Ongoing...

Upstream bonded channels

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

1	30099871	36.2	5120	64 qam	4
2	23600012	34.8	5120	64 qam	5
3	36600009	35.8	5120	64 qam	3
4	43100019	36.5	5120	64 qam	2
5	49600078	36.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	11	0
3	ATDMA	0	0	7	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	4	0

Network Log

Time Priority Description

12/02/2024 13:13:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:13:27	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:12:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:12:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:11:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:11:41	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:11:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 13:06:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Joseph_B]

Hey @Impudent,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your Hub and your network, its something we certainly want to look into and try as much as we can to help, to do so I am going to need to discuss some stuff with you via private message which I will send over to you now.

Joe

[Impudent]

@Joseph_B our service has deteriorated again - this is Saturday:2nd March

and yesterday, Sunday 3rd March:

Neighbours are also having similar issues.

[SteveHutchins]

I had the same problem that lasted for a few months and at first thought it was my own Mesh network, so I upgraded it but still suffered disconnects which was driving me mad. I then used the google online internet monitor (free add on to chrome) and it gave me a clear indication that it was the Hub 3 that was faulty. after contacting virgin and giving them all the facts as to the exact dates, times and lengths of the disconnection they agreed to send out an engineer.  He came out but instead of checking anything he simply swapped my Hub 3  for a brand new Hub 5 saying that the Hub 3's are notorious for this problem  . Since then, I have had absolutely no problem with disconnects and I cant thank the Virgin engineer enough for doing what he did.  Thais my experience, hope it helps .

[Impudent]

I've had a hub 5 for the past few weeks - plus every piece of cable and connector from the road to the hub has now been replaced.Things seemed to have improved until last week when we again started to see intermittent timeouts and periods of compete packet loss.