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timnice
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Multiple disconnects on Hub 3

Have been experiencing various disconnects for the last few weeks/months, Virgin Media suggested resetting Hub but to no avail, now they say we need to buy a subscription of Pods... not sure how that will help when our home is small and there is no issue with signal strength. When the disconnects happen, all WiFi devices stop working at the same time, typically just a computer, phone and TV box connected, low usage, no gaming etc, no Ethernet devices. 

This has only been happening recently within the last month or so, we have not touched the Hub or changed any settings etc. but it suddenly starts causing us problems, total headache! 

Virgin Media said we can either pay for the Pods at £5 per month extra (which we are not prepared to do), or pay for a technician £25, basically their suggestions are an up sell of cost either way. 

Any suggestions? 

 

Downstream bonded channels

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

11387500009.440256 qam1
21467500009.140256 qam2
31547500009.340256 qam3
41627500009.140256 qam4
5170750000940256 qam5
6178750000940256 qam6
7186750000940256 qam7
81947500008.840256 qam8
92027500008.640256 qam9
102107500008.540256 qam10
112187500008.540256 qam11
122267500008.440256 qam12
132347500008.440256 qam13
142427500008.140256 qam14
15250750000840256 qam15
16258750000840256 qam16
172667500007.840256 qam17
182747500007.640256 qam18
192827500007.840256 qam19
202907500007.840256 qam20
212987500007.940256 qam21
223067500007.640256 qam22
233147500007.540256 qam23
243227500007.540256 qam24



Downstream bonded channels

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

1Locked40.920
2Locked40.960
3Locked40.9200
4Locked40.3180
5Locked40.9200
6Locked40.3200
7Locked40.9200
8Locked40.9260
9Locked40.970
10Locked40.390
11Locked40.3100
12Locked40.980
13Locked40.3130
14Locked40.3120
15Locked40.380
16Locked40.9170
17Locked40.9160
18Locked40.9140
19Locked40.3140
20Locked40.9140
21Locked40.9260
22Locked40.9210
23Locked40.9410
24Locked40.3310

 

 

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timnice
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Re: Multiple disconnects on Hub 3

Upstream bonded channels

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

16030000044512064 qam1
24620000043.5512064 qam3
35370000043.8512064 qam2
43940000043.3512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log
Time Priority Description
30/05/2022 15:50:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:23:33 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;
30/05/2022 14:51:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 14:33:0 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;
30/05/2022 11:00:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 10:20:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2022 09:41:9 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;
29/05/2022 01:15:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 21:25:7 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;
27/05/2022 12:01:14 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 07:58:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 03:01:41 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 19:38:51 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;
25/05/2022 19:38:25 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;
25/05/2022 08:18:43 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;
24/05/2022 16:13:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2022 02:00:29 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;
23/05/2022 15:01:41 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 17:00:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Cardiffman281
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Message 3 of 21
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Re: Multiple disconnects on Hub 3

Vm offshore customer service is defeated by anything beyond the script. 

Your stats generally look okay to me. Download power levels are high but within spec.

I do note a few ATOM errors. These can point to a hub CPU issue which might benefit from a replacement hub via a free VM engineer call out.

Perhaps try a 30 second pinhole reset of the hub and see if that helps. 

timnice
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Message 4 of 21
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Re: Multiple disconnects on Hub 3

Thank you for having a look at the logs, from my research on the forums, the atom self heal error causes the identical same issues we are experiencing, a drop out of connection intermittently, however I wasn't able to find a conclusive fix from other posts other than they did get it fixed eventually so perhaps they just exchanged the hub. I performed a pin hole reset this afternoon but disconnects still continue. I can only put it down to the Hub 3 at fault, I was told over the phone that any one of our devices using WiFi could also cause the WiFi overall to stop working, I'm not entirely sure how that'd work.

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newapollo
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Message 5 of 21
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Re: Multiple disconnects on Hub 3

Hi @timnice 

Double check all your wiring, especially the white coaxial, both internal and externally. Make sure it's snug and tight and free from any kinks. Also if it's threaded around the skirting board etc, make sure that no staples have pierced it.

 

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

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timnice
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Re: Multiple disconnects on Hub 3

We've checked the wiring going into the hub, mainly the white cable which seems very sturdy. Our disconnects have been getting progressively worse over the last few days: 

Downstream bonded channels

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

11387500009.840256 qam1
21467500009.540256 qam2
31547500009.640256 qam3
41627500009.540256 qam4
51707500009.540256 qam5
61787500009.440256 qam6
71867500009.440256 qam7
81947500009.140256 qam8
9202750000940256 qam9
10210750000940256 qam10
11218750000940256 qam11
122267500008.940256 qam12
132347500008.840256 qam13
142427500008.540256 qam14
152507500008.440256 qam15
162587500008.440256 qam16
172667500008.140256 qam17
18274750000840256 qam18
192827500008.140256 qam19
20290750000840256 qam20
212987500008.340256 qam21
22306750000840256 qam22
23314750000840256 qam23
243227500007.940256 qam24



Downstream bonded channels

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

1Locked40.9110
2Locked40.990
3Locked40.9280
4Locked40.9270
5Locked40.9230
6Locked40.3190
7Locked40.9350
8Locked40.3180
9Locked40.9170
10Locked40.3140
11Locked40.990
12Locked40.3290
13Locked40.9180
14Locked40.3200
15Locked40.9250
16Locked40.9390
17Locked40.9340
18Locked40.3420
19Locked40.3380
20Locked40.3550
21Locked40.9580
22Locked40.9670
23Locked40.91120
24Locked40.31130
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timnice
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Re: Multiple disconnects on Hub 3

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 43.8 5120 64 qam 1
2 53700000 43.5 5120 64 qam 2
3 46200000 43.3 5120 64 qam 3
4 39400000 43 5120 64 qam 4


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

Network Log
Time Priority Description
01/06/2022 11:44:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 11:41:51 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;
01/06/2022 11:41:23 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;
01/06/2022 11:28:57 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;
01/06/2022 06:30:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2022 11:16:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2022 09:46:25 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;
30/05/2022 15:50:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:23:33 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;
30/05/2022 14:51:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 14:33:0 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;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ef6f12b0349cde5d1ddb5c226a1930000...

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Cardiffman281
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Message 8 of 21
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Re: Multiple disconnects on Hub 3

Although the stats haven't really changed and my last comments still apply the BQM is a source of concern particularly overnight. There may be a local congestion issue. Also check for local issues on 0800 561 006. You may well need an engineer. 

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timnice
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Message 9 of 21
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Re: Multiple disconnects on Hub 3

Thanks, we called the hotline and there were no reported faults. 

VM engineer came out this morning and replaced the Hub and checked and replaced wiring etc but signal strength was all fine. 

Shortly after he left, we immediately got the same error messages again and disconnects! Except this time without the T3 errors in upload, rather just the Atom error in the network log. I'm completely at a loss as to what is causing this, would it be less headache to just buy our own WiFi router?

As you can see, after the initial setup around 1019, the atom error appeared shortly after and for a number of times so far. I'm reluctant to call VM tech support after they uselessly tried to up sell their WiFi pods last time, this error occurred when there was only 1 device connected to the hub, which was 1 meter away from it... 

Network Log
Time Priority Description
03/06/2022 16:05:8 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 12:46:2 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;
03/06/2022 11:30:41 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;
03/06/2022 10:56:16 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;
03/06/2022 10:48:54 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 10:33:37 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;
03/06/2022 10:28:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 10:19:7 notice SW download Successful - Via Config file
03/06/2022 10:16:47 notice SW Download INIT - Via Config file
03/06/2022 10:16:42 Error Disruption during SW download - Power Failure
03/06/2022 10:11:28 notice SW Download INIT - Via Config file
03/06/2022 10:11:24 Error Disruption during SW download - Power Failure
03/06/2022 10:08:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 10:08:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 10:06:52 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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timnice
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Re: Multiple disconnects on Hub 3

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 9.9 40 256 qam 1
2 146750000 9.9 40 256 qam 2
3 154750000 10 40 256 qam 3
4 162750000 9.9 40 256 qam 4
5 170750000 9.9 40 256 qam 5
6 178750000 9.6 40 256 qam 6
7 186750000 9.8 40 256 qam 7
8 194750000 9.5 40 256 qam 8
9 202750000 9.5 40 256 qam 9
10 210750000 9.4 40 256 qam 10
11 218750000 9.3 40 256 qam 11
12 226750000 9 40 256 qam 12
13 234750000 9 40 256 qam 13
14 242750000 8.9 40 256 qam 14
15 250750000 9 40 256 qam 15
16 258750000 8.8 40 256 qam 16
17 266750000 8.8 40 256 qam 17
18 274750000 8.4 40 256 qam 18
19 282750000 8.3 40 256 qam 19
20 290750000 8.3 40 256 qam 20
21 298750000 8.4 40 256 qam 21
22 306750000 8.4 40 256 qam 22
23 314750000 8.5 40 256 qam 23
24 322750000 8.6 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 1 0
2 Locked 40.9 6 0
3 Locked 40.9 20 0
4 Locked 40.3 18 0
5 Locked 40.9 21 0
6 Locked 40.3 18 0
7 Locked 40.9 23 0
8 Locked 40.3 21 0
9 Locked 40.9 7 0
10 Locked 40.9 9 0
11 Locked 40.3 6 0
12 Locked 40.9 7 0
13 Locked 40.3 7 0
14 Locked 40.3 8 0
15 Locked 40.9 10 0
16 Locked 40.9 7 0
17 Locked 40.9 14 0
18 Locked 40.3 19 0
19 Locked 40.9 10 0
20 Locked 40.3 30 0
21 Locked 40.3 22 0
22 Locked 40.9 40 0
23 Locked 40.3 43 0
24 Locked 40.9 43 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 42.8 5120 64 qam 1
2 46200000 42.3 5120 64 qam 3
3 53700000 42.5 5120 64 qam 2
4 39400000 42 5120 64 qam 4


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
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