Hi All,
I'm hoping to get some help on my on-going internet connectivity issues. For a number of months this year, while working from home, I have noticed my VPN drop in the afternoon everyday (between 3-4pm). This became more consistent but without a pattern. This then started getting worse, with VPN dropouts in the morning too (around 10-11am). My other half also had issues keeping an internet connection. My home system was using the Virgin Superhub 3.0 in modem mode with my own mesh router system (Asus). I tried ruling that out by by-passing that system with an ethernet cable straight from the Virgin hub to the work laptop. The dropouts continued.
Having access to Cisco Thousand Eyes, managed to determine my Virgin hub had a DNS loss of about 25% throughout the day. I did some digging on the Virgin hub logs and found multiple errors for RCS Partial Service, Lost MDD Timeout and No Ranging Response received - T3 time-out. I called up Virgin support line who paid no attention to these after mentioning several times and went through the basic support script. So we put the Virgin hub back in router mode, restarted the device and did a remote check with no identified issues. They continued to ignore the troubleshooting I had already done and suggested resetting the factory defaults, which I postponed.
I also signed up to thinkbroadband for their broadband quality monitor which has been running since June. As it didn't work with modem mode, I left my setup in router mode for this to help track my issues. After watching these logs for a while and still seeing the errors on the Virgin Hub, I called back Virgin Media support.
Example broadband quality logs:
Virgin Media support again followed the script, ignoring my mentions of the continued error codes - again claiming the factory reset would resolve all these issues. We went through all the setups again and did the full factory reset of the Virgin Hub. I was not convinced by this but apparently their manager was unwilling to arrange any further support and I was directed to the Virgin Media app where I could call out an engineer. Upon trying found I was directed to the community, so here I am...
Initially the factory reset seemed to stop the issues so we left things running for a few weeks, and slowly we are seeing a build up of the error logs on the hub and the regular 3pm daily drops starting up again along with a slow increase in the DNS drops seen in Cisco Thousand Eyes. I've put my latest Virgin Hub logs below.
Network Log:
| Time | Priority | Description |
| 05/08/2023 21:48 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 05/08/2023 21:44 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 05/08/2023 21:11 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 19:57 | critical | No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 16:56 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 16:56 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 15:14 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 01/01/1970 00:01 | critical | No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 15:04 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 15:04 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 14:49 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 14:49 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 14:49 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 14:49 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:59 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:58 | Error | DCC-ACK rejected authentication failure;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:58 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:58 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:57 | Warning! | RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
| 03/08/2023 12:56 | Warning! | Lost MDD Timeout;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0; |
Downstream
| Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
| 1 | Locked | 38.9 | 275812 | 23284 |
| 2 | Locked | 38.6 | 3231514 | 925176 |
| 3 | Locked | 38.9 | 3101860 | 2903943 |
| 4 | Locked | 40.3 | 2237667 | 2574314 |
| 5 | Locked | 38.9 | 1920081 | 1046230 |
| 6 | Locked | 40.3 | 1302871 | 661541 |
| 7 | Locked | 38.9 | 1435596 | 2197726 |
| 8 | Locked | 38.9 | 3132127 | 2135613 |
| 9 | Locked | 40.3 | 4372368 | 801888 |
| 10 | Locked | 38.6 | 1604126 | 358984 |
| 11 | Locked | 38.9 | 483816 | 281979 |
| 12 | Locked | 38.9 | 461303 | 248009 |
| 13 | Locked | 38.9 | 1060687 | 297571 |
| 14 | Locked | 38.9 | 2170865 | 147413 |
| 15 | Locked | 38.9 | 1593382 | 122509 |
| 16 | Locked | 40.3 | 399458 | 63409 |
| 17 | Locked | 40.3 | 260160 | 36670 |
| 18 | Locked | 38.9 | 549647 | 363 |
| 19 | Locked | 38.9 | 1666506 | 4864 |
| 20 | Locked | 40.3 | 588827 | 74 |
| 21 | Locked | 40.3 | 44243 | 0 |
| 22 | Locked | 38.9 | 29613 | 0 |
| 23 | Locked | 40.9 | 15596 | 0 |
| 24 | Locked | 40.9 | 18536 | 0 |
Last time I checked on the Virgin community on the errors I am seeing most of the advice pointed towards it being a connection issue to Virgin services.
Is there anything more I can try to resolve or diagnose the issue?
