Repeated internet dropouts

[Msinclair9981]

I erroneously closed out my last post on this forum, and moderator hasnt re-opened, so I will update as follows:

Using superhub 3 (second new superhub in 5 weeks after 3 different engineer visits). Various devices connected via wifi (phones/tablets/laptop/printer/ovens). Virgin V6, Apple tv, Xbox via wired ethernets.

The wifi and ethernet connections drop together at random intervals, on average a couple of times a day. No regular pattern to these dropouts.  Usually noticed whilst I'm on my phone, and then Netflix will drop out. Checking Xbox/Apple tv their network connections are down and ovens disconnected too.  BQM implies internet gets to the house fine (perhaps a couple of ping surges before the dropouts, but not always?). The BQM red lines I believe are my superhub restarts.

The repeated temporary solution is restarting via the superhub switch, although on occasion Ive reset via pinhole too, but dropouts persist . Last engineer replaced the terminal (old NTL) into the house and moved my port connection at the local exchange which he thought was loose. Superhub was changed by previous engineer couple weeks prior - so effectively all new kit, bar the cabling in house to the TV/hub splitter and the TV box itself.

Last VM engineer now escalated to his Team Manager and "Networks" department, but no update beyond this as yet. My setup has been unchanged for 5 years without any issues until recently, only adding 2 x wifi ovens recently which I've now turned them off wifi in the slim chance they somehow caused this, but the drop outs persist. Superhub Network Diagnostics tells me I have weak wifi and to move all devices nearer, but they are all fine (when working) and Connect App shows full signal in all rooms across the house, when this app works as recently it will not connect and show the various devices around the house.

Latest router data and BQM folllow below. I welcome any further thoughts/advice please.  This is very frustrating in years of being fine to now continually refuse maintaining stable internet with no obvious cause. 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/cbbd1a653879154ac25c34bcca38b67c0cc2d849][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/cbbd1a653879154ac25c34bcca38b67c0cc2d849.png[/img][/url]

[Msinclair9981]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

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

1	138750000	7	40	256 qam	1
2	146750000	6.9	40	256 qam	2
3	154750000	6.9	40	256 qam	3
4	162750000	6.6	40	256 qam	4
5	170750000	6.9	40	256 qam	5
6	178750000	6.5	40	256 qam	6
7	186750000	6.8	40	256 qam	7
8	194750000	6.9	40	256 qam	8
9	202750000	6.9	40	256 qam	9
10	210750000	7	40	256 qam	10
11	218750000	6.9	40	256 qam	11
12	226750000	6.9	40	256 qam	12
13	234750000	6.9	40	256 qam	13
14	242750000	6.9	40	256 qam	14
15	250750000	7.3	40	256 qam	15
16	258750000	7.5	40	256 qam	16
17	266750000	7.9	40	256 qam	17
18	274750000	8	40	256 qam	18
19	282750000	8.4	40	256 qam	19
20	290750000	8.5	40	256 qam	20
21	298750000	8.9	40	256 qam	21
22	306750000	8.6	40	256 qam	22
23	314750000	8.5	40	256 qam	23
24	322750000	8.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	40.3	5	0
3	Locked	40.3	6	0
4	Locked	40.3	5	0
5	Locked	40.9	8	0
6	Locked	40.3	5	0
7	Locked	40.3	4	0
8	Locked	40.3	20	0
9	Locked	40.9	8	0
10	Locked	40.3	7	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.3	3	0
14	Locked	40.3	7	0
15	Locked	40.9	5	0
16	Locked	40.3	5	0
17	Locked	40.3	3	0
18	Locked	40.3	6	0
19	Locked	40.9	5	0
20	Locked	40.3	6	0
21	Locked	40.3	7	0
22	Locked	40.9	5	0
23	Locked	40.3	6	0
24	Locked	40.3	6	0

[Msinclair9981]

Upstream bonded channels

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

1	53700000	41.3	5120	64 qam	2
2	39400000	41.3	5120	64 qam	4
3	46200000	41.5	5120	32 qam	3
4	32600000	41	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	68728
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	68727
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Msinclair9981]

Network Log

Time Priority Description

16/12/2021 09:40:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 09:39:37	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 02:28:57	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 19:06:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 10:47:29	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 09:11:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 08:46:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 07:48:35	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 21:18:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 19:46:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 19:06:9	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 18:47:57	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 13:13:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 12:34:13	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 12:29:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 12:28:17	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;

Why are there data logs for  1st January 1970 ???

[Tudor]

"Why are there data logs for  1st January 1970 ???" that's because to hub has been reinitialised. When the hub starts up it has no date/time set so it uses that as the default. When it has contacted the VM CMTS it gets the correct date and time. I can see one upstream channel is bad on 32 QAM instead of 64 QAM. 

If yo did not power cycle the hub to cause the resets I believe you probably have a problem with the hub. Best to wait until a VM staff member gets to your post.

[Msinclair9981]

Thanks

i have turned off/on as the only way to restart the wifi/Ethernet connections. Odd and worrying if a third hub is faulty.

im told engineer tomorrow is for the area and not specifically for visiting my address. I’m not sure there is much to do at the exchange given I was moved to a different port already, but let’s see. 

[Corey_C]

Thanks for your post and updates, Msinclair9981,

I've sent your a private message to confirm your account details, so we can get someone sent out to take a look at your connection.

Cheers,

Corey C