New Customer M250 Hub 3 - network keeps dropping

[D4NBK7]

Good afternoon,

As per the subject, im a new customer (4 weeks) but im having connection issues. Network randomly reboots taking around 10mins to reconnect for it to then sometimes drop again straight away, other times it lasts a couple of hours.

Playing online games its quite jerky, the graphs show alot of packet loss?

Scrolled through the forums for solutions so sort of already have a little clue about the upstream bands and the noise factors plus T3 timeouts not being a good thing and ive created a BQM. Taken me the best part of a day to create a community forum account as the verification email didnt like being sent to a yahoo account which is another issue others who cant post may have (had to use a different email on a different account to solve).

Side note, the house ive just moved into already had VM cabling fitted, when i took this contract out they just posted me a hub3 and i plugged it in and off i went. The wires might be old/damaged that im using for linking outside? ive triple checked the instructions VM send with how to connect it all  so im confident im correct there.

my stats;

no reported service errors on VM site for my postcode.

Hub 3.0 - In normal Router mode - M250

used the myconnect app to check the rooms, im gettin about 7mps tops, router downstairs away from all other devices. About 14 items connected to router but not all using bandwith at same time.

thanks in advance.

[D4NBK7]

Weds 15/3

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/065ac550274a10e0f5be49c18e362ccd2eb27126-15-03-2023"><img alt="My Broadband Ping - ViirginMedia" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/065ac550274a10e0f5be49c18e362ccd2eb27126-15-03-2023.png" /></a>

 

Thurs 16/3

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/c6d612e16c2b3c9682f000b4092f8ec04e3237b7-16-03-2023"><img alt="My Broadband Ping - ViirginMedia" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/c6d612e16c2b3c9682f000b4092f8ec04e3237b7-16-03-2023.png" /></a>

 

Fri 17/3

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/f03b476b4c482095b5be2af6f19adb4e3cb4a217-17-03-2023"><img alt="My Broadband Ping - ViirginMedia" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/f03b476b4c482095b5be2af6f19adb4e3cb4a217-17-03-2023.png" /></a>

 

today (sat 18/3)

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa7e0d70458d6169b0df9eb3afda369b20670cb7-18-03-2023"><img alt="My Broadband Ping - ViirginMedia" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/aa7e0d70458d6169b0df9eb3afda369b20670cb7-18-03-2023.png" /></a>

[D4NBK7]

Network Log

Time Priority Description

18/03/2023 18:34:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:34:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:47	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:33:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:32:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:31:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:31:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 18:31:36	critical	Unicast Ranging Received Abort Response - initializing MAC;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

1	36600000	51	5120	64 qam	11
2	30100000	49	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	81	0
2	ATDMA	0	0	92	0

[D4NBK7]

Downstream bonded channels

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

1	331000000	1	30	256 qam	25
2	251000000	1.2	31	256 qam	15
3	259000000	1	30	256 qam	16
4	267000000	0.5	29	256 qam	17
5	275000000	0.5	28	256 qam	18
6	283000000	-0.2	28	256 qam	19
7	291000000	-0.7	29	256 qam	20
8	299000000	-0.2	30	256 qam	21
9	307000000	0.5	33	256 qam	22
10	315000000	1	34	256 qam	23
11	323000000	0.9	33	256 qam	24
12	339000000	1	29	256 qam	26
13	347000000	1	29	256 qam	27
14	355000000	0.7	30	256 qam	28
15	363000000	1	31	256 qam	29
16	371000000	1.5	34	256 qam	30
17	379000000	1.5	36	256 qam	31
18	387000000	1.9	36	256 qam	32
19	395000000	1.9	35	256 qam	33
20	403000000	2	36	256 qam	34
21	411000000	2	36	256 qam	35
22	419000000	1.7	35	256 qam	36
23	427000000	2	36	256 qam	37
24	435000000	1.7	35	256 qam	38

Downstream bonded channels

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

1	Locked	30.4	-301016034	156444416
2	Locked	31.6	-691395863	2333812
3	Locked	30.3	-1365740514	523663570
4	Locked	29.7	-1729423858	897876067
5	Locked	28.4	694133332	-1488049628
6	Locked	28.3	-1054958047	263059084
7	Locked	29.2	-1741553512	923242087
8	Locked	30.4	1861184184	10280291
9	Locked	33.1	389416171	1888
10	Locked	34.4	17834184	782
11	Locked	33	458463499	278
12	Locked	29.9	367960594	616581241
13	Locked	29.1	-1571123380	689614682
14	Locked	30.3	-1583594725	7579528
15	Locked	31.4	628462253	2411
16	Locked	34.3	5220447	147
17	Locked	36.3	54681	132
18	Locked	36.3	20407	698
19	Locked	35.7	14083	218
20	Locked	36.6	11246	160
21	Locked	36.3	9361	62
22	Locked	35.7	11845	2471
23	Locked	36.3	13210	219
24	Locked	35.5	125892	2005909

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	36600000	Locked
Provisioning State	Online

[D4NBK7]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	4k;fg87dsfd;kfoA,.iyewrkl

Primary Downstream Service Flow

SFID	7364
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7363
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[D4NBK7]

samknows

also added a samknows - looks to certainly be an outside issue?

[Tudor]

Unless there is an area fault you will need a technician’s visit to rectify. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Alex_RM]

Hi D4NBK7,

Thanks for posting and welcome to our community 🙂

Sorry to hear you've been having some connection issues. I've had a look at things from our side, and can see you've been able to get in touch with the team. 

If you do still need help with anything please let us know.

Alex_Rm