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Periodic connection drops today

My connection has been dropping repeatedly today, it has become worse since the afternoon. I am expected to be WFH tomorrow, but I doubt my VPN will work at all given the issues seen today. 

Looking at past issues I have tried restarting the hub3 as well as reset, but that has not helped improve the connection at all.

i will post the network status shortly. Also, I have registered for the BQM but there is no data as yet

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Re: Periodic connection drops today

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Re: Periodic connection drops today

Network Log

Time

Priority

Description

06/09/2020 20:06:53

critical

No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 20:05:39

notice

LAN login Success;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:36:37

critical

No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:36:36

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:36:24

Warning!

ToD request sent - No Response received;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:35:34

critical

No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:35:34

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:31:29

critical

No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:31:29

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:31:28

critical

No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 19:30:48

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 18:24:13

critical

No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:03:16

Warning!

ToD request sent - No Response received;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:21

critical

No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:43

critical

No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:43

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 18:13:28

critical

No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/09/2020 18:04:17

critical

No Ranging Response received - T3 time-out;CM-MAC=;;CM-QOS=1.1;CM-VER=3.0;

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Re: Periodic connection drops today

Network status

Cable Modem Status

 

 

Item

Status

Comments

Acquired Downstream Channel (Hz)

330750000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

330750000

1.7

38

256 qam

25

2

258750000

2.9

38

256 qam

16

3

266750000

2.5

38

256 qam

17

4

274750000

2.7

38

256 qam

18

5

282750000

2.5

38

256 qam

19

6

290750000

2.2

38

256 qam

20

7

298750000

2.9

38

256 qam

21

8

306750000

2.4

38

256 qam

22

9

314750000

2

38

256 qam

23

10

322750000

2.5

38

256 qam

24

11

370750000

1.5

38

256 qam

26

12

378750000

1.5

38

256 qam

27

13

386750000

1.2

38

256 qam

28

14

394750000

1

38

256 qam

29

15

402750000

1

38

256 qam

30

16

410750000

0.4

38

256 qam

31

17

418750000

0.9

38

256 qam

32

18

426750000

0.9

38

256 qam

33

19

434750000

0.5

38

256 qam

34

20

442750000

1.5

38

256 qam

35

21

450750000

1

38

256 qam

36

22

458750000

1

38

256 qam

37

23

466750000

1.7

38

256 qam

38

24

474750000

1

38

256 qam

39

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

0

0

2

Locked

38.9

5

0

3

Locked

38.9

0

0

4

Locked

38.6

7

0

5

Locked

38.9

4

0

6

Locked

38.9

0

0

7

Locked

38.9

0

0

8

Locked

38.6

5

0

9

Locked

38.6

0

0

10

Locked

38.9

5

0

11

Locked

38.9

3

0

12

Locked

38.6

11

0

13

Locked

38.6

7

0

14

Locked

38.6

9

0

15

Locked

38.6

5

0

16

Locked

38.9

2

0

17

Locked

38.6

7

0

18

Locked

38.6

6

0

19

Locked

38.6

31

0

20

Locked

38.9

33

0

21

Locked

38.9

4

0

22

Locked

38.9

4

0

23

Locked

38.9

11

0

24

Locked

38.9

14

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

5.796

5120

16 qam

4


Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

 

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Message 5 of 11
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Re: Periodic connection drops today

Your >> BQM << is coming up as page not found.

You have only one Upstream Channel, we would expect to see four and the power on that channel is far too high.

You will need an engineer visit to put things right.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Periodic connection drops today

Hi Mike - thanks for your response, much appreciated. I have put in the BQM link again, hope it works this time.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e59dead1fbeb8a0836edafe69f22331bc6296c37

 

I can see 100% package loss, solid Red background - i checked the Hub Admin menu, but could not see the option to enable ICMP/WAN Ping response available 😞

Network log since last night indicates the issue continues

Network Log

Time Priority Description

07/09/2020 07:04:19criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:03:48noticeLAN login Success;;CM-VER=3.0;
07/09/2020 06:43:28criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:42:57criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:41:45criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:41:17noticeReceived REG-RSP while in REG-HOLD1 state;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:39:14criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:39:13criticalUnicast Ranging Received Abort Response - initializing MAC;;CM-VER=3.0;
07/09/2020 04:24:31criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 04:21:30Warning!RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 04:20:50criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 04:18:22Warning!RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 22:51:48criticalNo Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 11
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Re: Periodic connection drops today

Hi all - spoke to VM Support on call, they confirmed Network instability and confirmed engineers working to resolve this. Could not confirm ETA for resolution but indicated that problem should resolve by evening. Intermittent drops connected through the day with the router restarting a few times as well.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e59dead1fbeb8a0836edafe69f22331bc6...

@1800 the Packet drops mysteriously disappear and the 4 channels are back again, through the day it was changing from 1 to 3.

Network Log

Time Priority Description

07/09/2020 18:26:53noticeLAN login Success;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 17:18:0criticalNo Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 17:16:57criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:57:4criticalNo Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:44:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:27:59criticalNo Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:27:37criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:27:37criticalRanging Request Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:27:12criticalNo Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:27:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:26:38criticalNo Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;

 

 

Upstream bonded channels

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

1603000004.225512064 qam1
2394000004.225512064 qam4
3462000004.175512064 qam3
4537000004.2512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Message 8 of 11
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Helpful Answer

Re: Periodic connection drops today

Hi @VMBB8, thanks for getting in touch. 

 

Sorry about the problems you're having with your connection. 
As this will require the attention of an engineer I have booked you in with the next available appointment. Please find the appointment time slot via your online account (virg.in/myVM) and it can be rescheduled or cancelled from there if needed.


Please keep us posted with how that goes, or if there's anything else please give us another shout.


Tom

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Re: Periodic connection drops today

Hello @Tom_F, @MikeRobbo - thanks for your help till date. There was no engineer visit in the end, but I was informed there was some engineering work done on Friday 11-Sep to resolve the issue. The connectivity is comparatively stable since then, however my VPN dropped/reconnected 2-3 time and in the evening I can still see that the packet drop has resumed again.

Share Live Graph

Downstream bonded channels

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

13307500004.938256 qam25
22587500005.138256 qam16
32667500005.338256 qam17
42747500005.138256 qam18
5282750000538256 qam19
6290750000538256 qam20
72987500005.538256 qam21
83067500005.438256 qam22
93147500004.938256 qam23
103227500004.838256 qam24
113707500004.338256 qam26
123787500004.338256 qam27
133867500004.438256 qam28
14394750000438256 qam29
154027500003.738256 qam30
164107500003.538256 qam31
174187500003.938256 qam32
184267500004.138256 qam33
194347500003.938256 qam34
20442750000438256 qam35
214507500004.538256 qam36
224587500004.838256 qam37
234667500004.338256 qam38
244747500003.938256 qam39



Downstream bonded channels

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

1Locked38.93006673481
2Locked38.65543246610
3Locked38.65464857701
4Locked38.95474550686
5Locked38.64603059854
6Locked38.94828771611
7Locked38.65186968646
8Locked38.93394041958
9Locked38.94208177850
10Locked38.93625282393
11Locked38.920339101883
12Locked38.614969104679
13Locked38.913200105184
14Locked38.66555112862
15Locked38.63341117633
16Locked38.92802116829
17Locked38.92960119763
18Locked38.93825116607
19Locked38.93731116672
20Locked38.64384108395
21Locked38.96910117385
22Locked38.912448109318
23Locked38.96814117388
24Locked38.93940111079

 

Upstream bonded channels

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

1326000123.875512064 qam5
2394000833.875512064 qam4
3462000393.875512064 qam3
4537000584.025512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

14/09/2020 10:00:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 10:00:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:59:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:38:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:38:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:38:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:37:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:36:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:36:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 11
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Re: Periodic connection drops today

Your BQM link is dead.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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