Multiple disconnects on Hub 3

[timnice]

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

1	138750000	9.4	40	256 qam	1
2	146750000	9.1	40	256 qam	2
3	154750000	9.3	40	256 qam	3
4	162750000	9.1	40	256 qam	4
5	170750000	9	40	256 qam	5
6	178750000	9	40	256 qam	6
7	186750000	9	40	256 qam	7
8	194750000	8.8	40	256 qam	8
9	202750000	8.6	40	256 qam	9
10	210750000	8.5	40	256 qam	10
11	218750000	8.5	40	256 qam	11
12	226750000	8.4	40	256 qam	12
13	234750000	8.4	40	256 qam	13
14	242750000	8.1	40	256 qam	14
15	250750000	8	40	256 qam	15
16	258750000	8	40	256 qam	16
17	266750000	7.8	40	256 qam	17
18	274750000	7.6	40	256 qam	18
19	282750000	7.8	40	256 qam	19
20	290750000	7.8	40	256 qam	20
21	298750000	7.9	40	256 qam	21
22	306750000	7.6	40	256 qam	22
23	314750000	7.5	40	256 qam	23
24	322750000	7.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	2	0
2	Locked	40.9	6	0
3	Locked	40.9	20	0
4	Locked	40.3	18	0
5	Locked	40.9	20	0
6	Locked	40.3	20	0
7	Locked	40.9	20	0
8	Locked	40.9	26	0
9	Locked	40.9	7	0
10	Locked	40.3	9	0
11	Locked	40.3	10	0
12	Locked	40.9	8	0
13	Locked	40.3	13	0
14	Locked	40.3	12	0
15	Locked	40.3	8	0
16	Locked	40.9	17	0
17	Locked	40.9	16	0
18	Locked	40.9	14	0
19	Locked	40.3	14	0
20	Locked	40.9	14	0
21	Locked	40.9	26	0
22	Locked	40.9	21	0
23	Locked	40.9	41	0
24	Locked	40.3	31	0

[timnice]

Upstream bonded channels

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

1	60300000	44	5120	64 qam	1
2	46200000	43.5	5120	64 qam	3
3	53700000	43.8	5120	64 qam	2
4	39400000	43.3	5120	64 qam	4

Upstream bonded channels

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

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;

[Anonymous]

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]

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.

[newapollo]

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.

[timnice]

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

1	138750000	9.8	40	256 qam	1
2	146750000	9.5	40	256 qam	2
3	154750000	9.6	40	256 qam	3
4	162750000	9.5	40	256 qam	4
5	170750000	9.5	40	256 qam	5
6	178750000	9.4	40	256 qam	6
7	186750000	9.4	40	256 qam	7
8	194750000	9.1	40	256 qam	8
9	202750000	9	40	256 qam	9
10	210750000	9	40	256 qam	10
11	218750000	9	40	256 qam	11
12	226750000	8.9	40	256 qam	12
13	234750000	8.8	40	256 qam	13
14	242750000	8.5	40	256 qam	14
15	250750000	8.4	40	256 qam	15
16	258750000	8.4	40	256 qam	16
17	266750000	8.1	40	256 qam	17
18	274750000	8	40	256 qam	18
19	282750000	8.1	40	256 qam	19
20	290750000	8	40	256 qam	20
21	298750000	8.3	40	256 qam	21
22	306750000	8	40	256 qam	22
23	314750000	8	40	256 qam	23
24	322750000	7.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	11	0
2	Locked	40.9	9	0
3	Locked	40.9	28	0
4	Locked	40.9	27	0
5	Locked	40.9	23	0
6	Locked	40.3	19	0
7	Locked	40.9	35	0
8	Locked	40.3	18	0
9	Locked	40.9	17	0
10	Locked	40.3	14	0
11	Locked	40.9	9	0
12	Locked	40.3	29	0
13	Locked	40.9	18	0
14	Locked	40.3	20	0
15	Locked	40.9	25	0
16	Locked	40.9	39	0
17	Locked	40.9	34	0
18	Locked	40.3	42	0
19	Locked	40.3	38	0
20	Locked	40.3	55	0
21	Locked	40.9	58	0
22	Locked	40.9	67	0
23	Locked	40.9	112	0
24	Locked	40.3	113	0

[timnice]

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...

[Anonymous]

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. 

[timnice]

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;

[timnice]

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