Repeated drop outs

[holty88]

Good afternoon,

We've been with Virgin since late March. Over the last month, we keep losing signal on various devices. I've checked the service status and rebooted the router and devices multiple times but the issue keeps happening.

I've set up a BQM as I saw that's what others on the forum, were doing. Here's a snapshot of today:

Is there anything I can do to improve this? Also am I more likely to get a reply on this forum than calling the general customer services line?

Thanks.

Mark

[jbrennand]

Looks bad - can you post the Hub stats as per below. A VM person will respond here in a day or so and book a Tech visit if needed - lets see the stats.
__________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[holty88]

Pretty sure I've done this right, any problems please let me know!

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 0.7 38 256 qam 1
2 146750000 1 38 256 qam 2
3 154750000 0.7 38 256 qam 3
4 162750000 0.7 38 256 qam 4
5 170750000 1 38 256 qam 5
6 178750000 1 38 256 qam 6
7 186750000 1 38 256 qam 7
8 194750000 0.7 40 256 qam 8
9 202750000 0.7 38 256 qam 9
10 210750000 0.5 38 256 qam 10
11 218750000 0.4 38 256 qam 11
12 226750000 0.2 38 256 qam 12
13 234750000 0.2 38 256 qam 13
14 242750000 0 38 256 qam 14
15 250750000 0 38 256 qam 15
16 258750000 0.4 38 256 qam 16
17 266750000 0.2 38 256 qam 17
18 274750000 0.4 38 256 qam 18
19 282750000 0.7 38 256 qam 19
20 290750000 1 38 256 qam 20
21 298750000 0.7 38 256 qam 21
22 306750000 0.7 38 256 qam 22
23 314750000 1.5 40 256 qam 23
24 322750000 1.7 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 4056 6649
2 Locked 38.9 3925 3957
3 Locked 38.9 3877 3990
4 Locked 38.9 4302 9208
5 Locked 38.9 4743 4656
6 Locked 38.9 4945 5251
7 Locked 38.9 5215 4161
8 Locked 40.3 4511 4161
9 Locked 38.9 5253 3591
10 Locked 38.6 6219 6786
11 Locked 38.9 7450 4044
12 Locked 38.9 8157 4610
13 Locked 38.9 9026 4644
14 Locked 38.9 10405 4139
15 Locked 38.9 12917 7359
16 Locked 38.6 14269 8333
17 Locked 38.9 13408 5114
18 Locked 38.6 12476 4918
19 Locked 38.9 11685 4425
20 Locked 38.9 13376 5931
21 Locked 38.9 18982 5674
22 Locked 38.9 18353 4759
23 Locked 40.3 16417 5224
24 Locked 38.6 18205 5861

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 46.5 5120 64 qam 1
2 46200000 46 5120 64 qam 2
3 32600000 45.8 5120 64 qam 4
4 39400000 45.8 5120 64 qam 3

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 8 0
2 ATDMA 0 0 6 0
3 ATDMA 0 0 6 0
4 ATDMA 0 0 9 0

Network Log
Time Priority Description
26/07/2021 20:14:27 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 08:16:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 08:16:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 07:53:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 07:53:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 06:28:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 14:04:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 22:47:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 02:04:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:44:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 14:04:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 08:21:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 02:04:4 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 07:53:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 14:04:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 04:45:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 02:04:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 17:48:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 14:04:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 06:37:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

The RS error counts may be a concern or just historical build up as may be the T3 timeouts so can you reset then as below. The BQM looks poor earlier in the day but ok since ~3pm. See how it goes but I think a VM person needs to take a look when they get here
_____________________________________________________________

Switch the Hub off and unplug it for a few minutes and then start up. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[holty88]

Thanks again John. I've just followed your instructions and all the Post RS Errors seem to be 0, copied below. Should the pre RS Errors be 0 or are they ok? I'll keep an eye on this over the next few hours.

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1 0
2 Locked 38.9 5 0
3 Locked 38.9 6 0
4 Locked 38.9 2 0
5 Locked 38.9 1 0
6 Locked 40.3 0 0
7 Locked 38.9 8 0
8 Locked 38.9 7 0
9 Locked 38.9 5 0
10 Locked 38.9 1 0
11 Locked 38.9 6 0
12 Locked 38.9 2 0
13 Locked 38.9 6 0
14 Locked 40.3 5 0
15 Locked 38.9 14 0
16 Locked 38.9 0 0
17 Locked 38.9 5 0
18 Locked 38.6 9 0
19 Locked 38.9 8 0
20 Locked 38.6 3 0
21 Locked 38.9 19 0
22 Locked 38.9 8 0
23 Locked 38.6 4 0
24 Locked 38.9 2 0

[jbrennand]

You often get a few pre RS errors and they get "corrected" - if they dont they appear as post-RS errors
See how it goes

[holty88]

Haven't noticed any Post RS errors change from 0. However, I've still had a few drop outs this evening.

[Kath_F]

Hi holty88, 

Thanks for your post and apologies to hear you've been having an issue with repeated drop outs. 

I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi holty88, 

Thanks for coming back to me via private message with your details. 

Checking the account, all is looking good. Your power levels and signal levels are optimal and there are no issues in your area too. Timeouts and error logs are looking fine now too. 

Looking at your WiFi, most, if not all of your devices are connecting to the 5Ghz band. As there are so many, this may be causing the issues with the drop outs. 

Try using the devices in the area they are most used, instead of connecting them close to the Hub. Turn the device to flight or airplane mode then turn it off. This should connect to the band best for the device and should help to improve things. 

Monitor things over the next few days and let us know how you get on. 

Thanks,

[holty88]

Thank you Kath! Will keep an eye on it over the next few days.