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Low speeds and unstable connection, which drops every few seconds

Package: M350
Router/Modem: Superhub 3
Using ethernet connection and cat6 cable. All cables are finger tight secured.

Since today's morning my connection keeps dropping every few seconds - drop lasts few seconds then reconnects and drops again after few seconds. It is really frustrating to do anything on the internet and when it works for few seconds then the speeds are quite low.

 

olo12345_1-1605384029228.png

Please find network status below:

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

Downstream:

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

1402750000-0.540256 qam25
2202750000040256 qam9
3210750000-0.540256 qam10
4218750000038256 qam11
5226750000-137256 qam12
6234750000-0.940256 qam13
7242750000-1.940256 qam14
8250750000-0.238256 qam15
9258750000040256 qam16
102667500000.440256 qam17
112747500000.240256 qam18
12282750000040256 qam19
132907500000.740256 qam20
142987500000.540256 qam21
153067500000.540256 qam22
16314750000040256 qam23
17322750000140256 qam24
18410750000040256 qam26
19418750000-0.240256 qam27
20426750000040256 qam28
21434750000040256 qam29
22442750000-0.240256 qam30
23450750000-0.540256 qam31
24458750000-0.740256 qam32

 

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

1Locked40.310
2Locked40.3750
3Locked40.9880
4Locked38.61430
5Locked37.6800
6Locked40.3330
7Locked40.3460
8Locked38.970
9Locked40.3200
10Locked40.960
11Locked40.990
12Locked40.320
13Locked40.380
14Locked40.350
15Locked40.360
16Locked40.320
17Locked40.300
18Locked40.360
19Locked40.310
20Locked40.350
21Locked40.940
22Locked40.350
23Locked40.340
24Locked40.950

 

Upstream (QAM Modulation keeps jumping  from 16 to 64 very often, a lot of t3 timeouts channel 2)

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

16030000048512064 qam9
23940000047.5512032 qam12
34620000048512032 qam11
45370000048512064 qam10

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00110
3ATDMA0000
4ATDMA0000



I would appreciate if someone from virgin media staff could look into our issue as we are working from home now, so stable connection is a must.
Thanks

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Re: Low speeds and unstable connection, which drops every few seconds

Logs (removed mac address)

14/11/2020 19:48:46 notice LAN login Success;
14/11/2020 19:48:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;
14/11/2020 19:45:34 critical No Ranging Response received - T3 time-out;
14/11/2020 19:45:33 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 19:41:34 critical No Ranging Response received - T3 time-out;
14/11/2020 19:41:34 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 19:18:56 critical No Ranging Response received - T3 time-out;
14/11/2020 19:18:56 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 19:02:58 critical No Ranging Response received - T3 time-out;
14/11/2020 19:02:57 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 19:01:38 critical No Ranging Response received - T3 time-out;
14/11/2020 19:01:38 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 19:00:18 critical No Ranging Response received - T3 time-out;
14/11/2020 19:00:18 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 18:58:58 critical No Ranging Response received - T3 time-out;
14/11/2020 18:58:58 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 18:33:40 critical No Ranging Response received - T3 time-out;
14/11/2020 18:33:40 critical Unicast Ranging Received Abort Response - initializing MAC;
14/11/2020 18:20:43 critical No Ranging Response received - T3 time-out;
14/11/2020 18:20:43 critical Unicast Ranging Received Abort Response - initializing MAC;

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Message 3 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

Post the network log as well please 


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Message 4 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

Just a note that it will take 5 - 7 days for a VM staff member to reply.

Bumping does not help.

While you are waiting send a text to 07533051809.

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Re: Low speeds and unstable connection, which drops every few seconds

Thanks,
Logs:

Time Priority Description
14/11/2020 21:22:44 critical No Ranging Response received - T3 time-out;;
14/11/2020 21:22:44 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 21:21:24 critical No Ranging Response received - T3 time-out;;
14/11/2020 21:21:24 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 21:20:5 critical No Ranging Response received - T3 time-out;;
14/11/2020 21:20:4 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 20:48:8 critical No Ranging Response received - T3 time-out;;
14/11/2020 20:48:7 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 19:58:52 critical No Ranging Response received - T3 time-out;;
14/11/2020 19:58:52 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 19:52:13 critical No Ranging Response received - T3 time-out;;
14/11/2020 19:52:13 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 19:50:53 critical No Ranging Response received - T3 time-out;;
14/11/2020 19:50:53 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 19:48:46 notice LAN login Success;;
14/11/2020 19:48:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;;
14/11/2020 19:45:34 critical No Ranging Response received - T3 time-out;;
14/11/2020 19:45:33 critical Unicast Ranging Received Abort Response - initializing MAC;;
14/11/2020 19:41:34 critical No Ranging Response received - T3 time-out;;
14/11/2020 19:41:34 critical Unicast Ranging Received Abort Response - initializing MAC;;

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Message 6 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

Still happening, loads of t3 timeouts:

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA00730
3ATDMA00280
4ATDMA00310

 


19/11/2020 07:31:38 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:31:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:30:58 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:30:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:30:18 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:30:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:29:38 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:29:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:29:18 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:29:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:28:58 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:28:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:28:18 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:28:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:27:58 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:27:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:27:38 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:27:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
19/11/2020 07:26:58 critical No Ranging Response received - T3 time-out;CM-MAC=
19/11/2020 07:26:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=

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Message 7 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

Router status only shows 3 upstream channels now with 16qam:

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

16030000049.2512016 qam9
24620000049.2512016 qam11
35370000049.2512016 qam10
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Message 8 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

When was the hub last rebooted?

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Message 9 of 12
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Re: Low speeds and unstable connection, which drops every few seconds

Hub was rebooted 20min ago, didn't help unfortunately 😞 

Timeouts happening constantly.

Time Priority Description
19/11/2020 15:49:57 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:49:57 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:49:37 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:49:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:48:17 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:48:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:47:37 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:47:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:46:37 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:46:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:45:18 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:45:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:43:18 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:43:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:39:58 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:39:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:38:38 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:38:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;
19/11/2020 15:35:58 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-VER=3.0;
19/11/2020 15:35:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-VER=3.0;

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Re: Low speeds and unstable connection, which drops every few seconds

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