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frisbee51
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Signal loss every day - Hub 3 modem + Nighthawk

Hi Virgin Media,

I have been experiencing frequent signal dropouts since joining 6 months ago. 

I assumed it was due to poor signal from the Hub 3 and so bought a Nighthawk router to use with Hub 3 as a modem.

Unfortunately, I have still been experiencing daily signal dropouts.

Restarting the modem, seems to fix the issue, for 24hours till it happens again.

Can you help please? Thank you

Attached network log.

Network Log

Time Priority Description

16/07/2021 15:16:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 15:16:7Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 15:16:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:47:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:36:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:34:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:33:14criticalReceived 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;
07/07/2021 09:28:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:28:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:28:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:28:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:28:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 06:35:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Signal loss every day - Hub 3 modem + Nighthawk

Did you set it up in this sequence. If not give it a go.

_____________________________________________

Set up your own router/Mesh unit (in its settings) with the WAN port set to be in DHCP (& Nat) mode, it may be pre-set that way anyway. Then, disconnect all cables from your new router (or Mesh first unit) and switch it off and unplug it. Then, put the VM Hub into modem mode ( https://www.virginmedia.com/help/virgin-media-hub-modem-mode ) and wait for the base light to turn magenta/purple (on a Hub3 - but not on a Hub4!). Once it’s in modem mode, the VM hub “MUST” then be powered off.

Switch your router on and make sure it’s fully initialised (leave 5 min) and then put in the ethernet cable from its WAN port to the VM hub (any port will do).

NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection. Use the recommended App to connect any other Mesh units to the first one. This order only needs to be done the first time you connect the router to the VM hub.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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frisbee51
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Re: Signal loss every day - Hub 3 modem + Nighthawk

Thank you for your advice, I have re-setup the router +modem and will monitor my internet over the next 24 hours and feedback.

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Megan_L
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Re: Signal loss every day - Hub 3 modem + Nighthawk

Hi frisbee51, 

Thanks for using the forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I won't be able to help with your 3rd party equipment, however if you feel the issues are coming from the Hub's performance I would be more than happy to help. 

How has your internet been since @jbrennand gave you some tips on your set up?

I have also taken the time to just check your services on my side and can see there is some maintenance ongoing in your area today, this should be fixed by estimated time 19 JUL 2021 15:00, sorry if you have had some issues with your connection today!

Please let me know how things are 🙂

Thanks,

Megan_L

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frisbee51
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Re: Signal loss every day - Hub 3 modem + Nighthawk

Hi Megan,

Thank you for reaching out. I have indeed tried the tips from @jbrennand but things have not improved.

For eg. last night I lost connection about 2345pm although I do not see any messages on the network log.

Prior to using the Nighthawk, I was having connectivity issues too so I do not think my current problem is solely due to a 3rd party hardware issue (Natgear Nighthawk router).

Here is an updated network log although please tell me if there are more useful information I should be posting instead.

Thanks in advance.

Network Log

Time Priority Description

24/07/2021 15:12:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 05:27:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:42:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:42:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:42:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:42:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:42:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 15:00:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:40:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:12:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:12:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:12:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Ayisha_B
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Re: Signal loss every day - Hub 3 modem + Nighthawk

Thanks for coming back to us with an update @frisbee51

 

We would advise setting up a BQMA BQM is a “Broadband Quality Monitor” and it continually monitors the state of your connection and records any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. 

 

We advise to keep it running for around 24-48 hours to gather enough data. You can then post a link to your live BQM on this thread and we can check for any disconnections or drop out you advise you're experiencing.  

Ayisha_B
Forum Team



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