Persistent intermittent connection (Hub 3)

[Kjkjkate]

Hello, I'm desperate for help as this issue won't seem to go away and is currently leaving me with barely any service (disaster because I work from home and it's causing untold stress).

basically service started getting a bit patchy 2 weeks ago and has progressively got worse, to the point where it feels like we get 4 minutes on, then off again. I've tried all the fixes - check cables, reboot, reset a million times - and an engineer attended 4 days ago. He said it was a faulty isolator on the hub, replaced it and all was well immediately after. But now it's worse than ever and VM can't send an engineer until Friday - this will mean that I've been without a reliable connection for almost 3 weeks! It's completely unworkable and it seems like many others are having similar issues. 

• What I'm worried about is that on Friday the engineer  perform some fix and the same thing will happen again (I had a similar issue back in March that went on and on - that time the engineer removed an outdated splitter from the outside box that they said was messing the service up) - I seem to be locked a cycle where the root cause isn't being found. I've performed a BQM and am posting the latest graph below. Looks pretty bad to be honest - something is clearly wrong and I'm desperate for help to fix this for once and for all 🙏 thanks in advance 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/454e0f93a8d69c3d8669b04c5729e8893b... 

[Kjkjkate]

Addition to original post: I have been checking the service status page online and have been calling the freephone number and it's saying there are no issues affecting service in the local area.

[Tudor]

Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Kjkjkate]

Thanks @tudor! Here you go

Downstream bonded channels

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

1	267000000	5.9	38	256 qam	17
2	275000000	6.3	38	256 qam	18
3	283000000	7	38	256 qam	19
4	291000000	7	38	256 qam	20
5	299000000	7	38	256 qam	21
6	307000000	6.9	38	256 qam	22
7	315000000	7	38	256 qam	23
8	323000000	7.1	38	256 qam	24
9	331000000	7	38	256 qam	25
10	339000000	7	38	256 qam	26
11	347000000	7	38	256 qam	27
12	355000000	7.5	38	256 qam	28
13	363000000	7.4	38	256 qam	29
14	371000000	7	38	256 qam	30
15	379000000	6.5	38	256 qam	31
16	387000000	6.5	38	256 qam	32
17	395000000	6.9	38	256 qam	33
18	403000000	7.4	38	256 qam	34
19	411000000	7.5	38	256 qam	35
20	419000000	6.5	38	256 qam	36
21	427000000	5.6	38	256 qam	37
22	435000000	5.5	38	256 qam	38
23	443000000	6.1	38	256 qam	39
24	451000000	7.1	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	7	0
2	Locked	38.9	3	0
3	Locked	38.9	0	0
4	Locked	38.9	10	0
5	Locked	38.9	5	0
6	Locked	38.9	6	0
7	Locked	38.9	5	0
8	Locked	38.6	7	0
9	Locked	38.9	6	0
10	Locked	38.6	6	0
11	Locked	38.9	6	0
12	Locked	38.9	9	0
13	Locked	38.9	6	0
14	Locked	38.9	4	0
15	Locked	38.6	6	0
16	Locked	38.9	19	0
17	Locked	38.6	7	0
18	Locked	38.9	6	0
19	Locked	38.9	17	0
20	Locked	38.9	16	0
21	Locked	38.6	7	0
22	Locked	38.6	3	0
23	Locked	38.9	0	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1

23599937

58

5120

16 qam

11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

07/11/2022 13:46:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2022 13:34:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2022 13:34:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2022 13:33:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;