Regular connection dropout Hub4

[reidm99]

Currently on Volt Gig1 (with 52 Mbps upstream).

Since early on Monday morning (2022-08-21), I have been experiencing regular internet disconnects at appx. half-hourly intervals.
These last from a couple of seconds to appx 30 seconds.
I didn’t notice this until late Monday night when attempting to play online gaming.

I only have PC, printer and one V6 box connected via ethernet and another V6 box and mobile connected via wi-fi, so nothing too strenuous.

I have rebooted my PC, Hub4 (3x) and  performed a hard reset on the Hub4 (3x). 
Aside from that I  I have also checked the head-end, all coax connections etc.

The first time I performed a hard reset, it actually triggered a software update which I thought might solve the problem, but no.

When I check the online service status it doesn’t find a fault in my area, but further checking the broadband, it states:

“Looks like there's still an issue with your connection
We're looking into it. Check back here after * hours and if there's still an issue we'll help you book a technician.”   
* Currently at 3 hours.

The Hub4 diagnostic tool reports:
1        Your broadband connection is working.
2        Gateway IPv4 address is valid.
3        Your broadband connection is ready.
4        The temperature of your Hub 4 is normal.
5        There is no telephone service.

Network Log

Time Priority Description

Tue Aug 23 15:21:34 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:40 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 15:21:56 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:13:12 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 17:42:58 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:49 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:13:57 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 18:47:40 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 19:17:00 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:53 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:38:58 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:39:08 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:39:08 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 20:48:32 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 21:11:00 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:16:12 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 23 22:46:05 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[reidm99]

Update.
All had been well until I accidentally unplugged the router by mistake on 2022-09-15.
After a couple of days, the sequence of failed attempts to establish the Upstream 3.1 channel began
causing lost packets -see BQM for 2022-09-17.

After losing the Upstream 3.1 channel things settled down, but there was still an issue with the Upstream 3.0 channel

Checking the service status also confirmed there was a problem in my postcode and ringing the service status
phoneline confirmed a 'complex' issue and an email on 2022-09-21 stated:

"We’re carrying out essential works to modernise and future-proof our network in your area on Tue 27 Sep.
This should improve your connection so you can carry on enjoying the things you love most.
Your services might be affected for a little while on the day, but we should have you back up and running again at around 6pm.
For more info, head here.
"
As you can see from this BQM for 2022-09-22 there was still a problem.

On the Tuesday 27, I lost connection briefly -see BQM and log- 

This is the Network log from the Hub4 for that day:

Network Log

Time	Priority	Description
Tue Sep 27 07:48:41 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:20:38 2022	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:20:38 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:22:37 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:54:34 2022	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:54:34 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 08:56:34 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 09:29:22 2022	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 09:29:22 2022	3	16 consecutive T3 timeouts while trying to range on upstream channel 6;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 27 09:30:31 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I also received an email confirming an engineer visit for Thursday 2022-09-29:

"Your Virgin Media engineer appointment – confirmation  (KMM75458412V98386L0KM)
Your engineer appointment is confirmed for 29/09/22 between 01:00-02:00
Please make sure that someone over the age of 18 is in when we arrive.
We'll contact you when we're on our way.

However, the engineer did not turn up today -nor was there any details of the appointment on the myvirginmedia app or website.

Can someone from VM please advise what has happened / is happening?

[Ilyas_Y]

Hi there @reidm99, thanks for reaching out to us and a welcome back to the Virgin Media forums.

I'm sorry to hear about the issues you're having with the Virgin Media forums.
I have had a look on the system and I can see that there is an area outage affecting the local services.
The outage communicator on our end has estimated that the fault will be fixed and restored by Monday, October 3rd 2022 by 3pm.
We can check back then tomorrow to see how the services are.

Let us know how it goes tomorrow afternoon.

Kind regards,
Ilyas.

[reidm99]

No joy. Still getting dropouts-

Rang the service status line, still saying there is a 'really complex' issue in my area (B92 9), affecting Broadband & TV.

[Paul_DN]

Hi reidm99,

Thank you for reaching back out, I was able to locate you on our system with the details we have for you and can see there is currently an SNR (Signal to Noise Ratio) You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

This was raised on 14/09/22 @ 08:56 and the estimated fix time is 07/10/22 @ 15:00, you can keep an eye on things either Via our Service Status or by registering for updates Via your Online Account.

Apologies again for any inconvenience caused, if you do need any further support in the meantime you know where we are.

Regards

Paul.

[reidm99]

No real change, status line 0800 5610061 still says a really complex issue affecting BB & TV in my area "B92 9".
Dropouts are smaller as the SNR is more stable on the Upstream

3.0 Upstream channels

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

1	43100000	42	5120 KSym/sec	64QAM	2
2	23600000	47.5	5120 KSym/sec	64QAM	5
3	30100000	44.5	5120 KSym/sec	64QAM	4
4	36600000	42.5	5120 KSym/sec	64QAM	3
5	49600000	41.5	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

41.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

BQM :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07457c8251162ca4958bf2f0842e3a97b09a2363

[Paulina_Z]

Hi @reidm99,

Thank you for coming back to us and I'm sorry to see that you're still being impacted by this local issue.

The SNR (Signal to Noise Ratio) outage is still active. The current estimated fix time is showing as 12th October at 3pm. I do apologise about the inconvenience. 

Please keep an eye out on your connection and let us know if you're still experiencing this issue after the current estimated fix time. We're here to help further is this issue carries on after the outage is resolved.

Thank you.

[reidm99]

Still the same:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/c0f7e49112f23594efd848c34a69dd6506... 

The online status page yesterday said that the BB problem would be fixed today @ 00:55
"Broadband
There's a broadband issue in B92 XXX.
Thanks for your patience while we work to fix things as quick as we can.
You've registered that an area fault causing a loss of broadband service is affecting you.
How compensation works

We hope to fix this by 12 October at 0:55
Our technician is in your area and is working to fix things.
Network issues might be affecting TV and broadband services at the moment.
We'll send you text updates on this issue. "

That time came & went without any text message and the Status line is still saying there is a "really complex" issue in my postcode.

[reidm99]

BQM

[John_GS]

Morning reidm99

Thanks for coming back to the thread. I am sorry it's not sorted. I have done a system check today and there is an SNR (signal to noise ratio) issue which you are affected by. F010109922 - this is your fault reference. The estimated fix date is the 18th October at 3pm. Please monitor the connection after this time and if still not fixed, let us know and we'll be happy to check the status for you.

Kind regards,

[reidm99]

Still getting packet loss - status line still reporting the 'really complex' issue with BB & TV in my postcode.
BQM :-

For a while over the weekend, things were better as the 3.1 Upstream channel was lost.
Then yesterday (Monday 2022-10-17) it re-established itself and since then there is packet loss as it tries to maintain it.