Virgin Media Community

[BeauY]

Hi,

I am posting here to hopefully get a response from the Virgin Media Forum Team.

Since last Friday my Super Hub 3 has been periodically restarting/rebooting itself for reasons unknown.

I have also set up a Broadband Quality Monitor to help record these incidents, which has also shown that even while my Hub is working I am experiencing constant, up to 20% packet loss as well as latency spikes (see attached pictures).

BQM 13.02.21BQM 14.02.21BQM 15.02.21

As you can see, there appears to be a window between approx. 11:30pm and 5:30am where the internet works absolutely fine with an acceptable latency and no packet loss.

I have also taken the liberty of including my downstream, upstream and network logs as I have seen in other posts there are often requested. Please find these below in my following reply.

[BeauY]

Downstream bonded channels

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

1	339000000	3	40	256 qam	26
2	203000000	3.5	40	256 qam	9
3	211000000	3.5	40	256 qam	10
4	219000000	3.5	40	256 qam	11
5	227000000	3.4	40	256 qam	12
6	235000000	3.7	40	256 qam	13
7	243000000	3.2	40	256 qam	14
8	251000000	3.2	40	256 qam	15
9	259000000	3.5	40	256 qam	16
10	267000000	3.2	40	256 qam	17
11	275000000	3.2	40	256 qam	18
12	283000000	3	40	256 qam	19
13	291000000	3.5	40	256 qam	20
14	299000000	3.4	40	256 qam	21
15	307000000	3	40	256 qam	22
16	315000000	3.2	40	256 qam	23
17	323000000	3	40	256 qam	24
18	331000000	3.5	40	256 qam	25
19	347000000	2.2	40	256 qam	27
20	355000000	2.7	40	256 qam	28
21	363000000	2.2	40	256 qam	29
22	371000000	2.5	40	256 qam	30
23	379000000	2.4	40	256 qam	31
24	387000000	1.9	40	256 qam	32

Downstream bonded channels

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

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

Upstream bonded channels

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

1	46200000	41.5	5120	64 qam	1
2	25800000	41.5	5120	64 qam	4
3	32600000	41.5	5120	64 qam	3
4	39400000	41.8	5120	64 qam	2

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	1	0

[BeauY]

Network Log

Time Priority Description

15/02/2021 12:31:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:11:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:10:50	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;
14/02/2021 16:08:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:08:41	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;
14/02/2021 16:08:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 16:07:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:42:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:04:31	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;
14/02/2021 14:03:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 14:03:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 05:37:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 22:43:10	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 19:16:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 19:16:23	critical	TFTP Request Retries exceeded, CM unable to register

[BeauY]

It is also worth noting that yesterday afternoon your service status page acknowledged that there was an issue in my area affecting broadband and that an engineer was on-site attempting to resolve this.

The service status page is now showing no issues, which I can somewhat confirm in the sense that my Hub is no longer restarting/rebooting itself, however, as you can see in the above BQM from today I am still experiencing unacceptable packet loss and latency issues, which quite frankly is disappointing considering the cost of the service I am paying for.

Any help would be much appreciated.
Many thanks.

[jbrennand · Accepted solution]

Try a pinhole reset of the Hub as below. Also see what's reported on the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

_________

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

See if that sorts it.

[BeauY]

Thanks for your suggestions, the automated service status number was able to confirm that they are working to improve the service in my postcode area and that this may result in disruptions to my broadband service.

I was also able to complete the pinhole reset as suggested and after a little while, my connection is reporting no packet loss on BQM.

I can tentatively say that this has resolved my issue but will continue to monitor my connection so I can confirm otherwise.