on 21-05-2021 17:18
Hi, last week we put our superhub into modem mode and added an asus ax86u router. All worked well for a few days. Much improved connection. So fast. But now we seem to have issues. Speed is reduced again and yesterday we lost connection totally. I have rebooted the router. Im a bit of a novice and trying to do all this with lack of knowledge! My son has severe learning difficulties and i need a stable connection so he can watch his youtube videos.
Is there anything i should be doing to make this work better. We seem to have gone back to the issues we had with our superhub regarding service. I have a think broadband monitor set up since we added the asus. I had one on the virgin router too but that went solid red once the new router was added. Funnily enough that started showing stats again the last few days, didnt think it would. I have disabled that one now.
Any help would be gratefully received for someone who is clueless on how to sort this. Many thanks
Answered! Go to Answer
on 09-08-2021 16:32
Thanks Molly
We had a bit of a blip but the engineer called this morning. Said he had been monitoring it and realised there was still an issue. Our upstream was too high still. He checked the street box, did something there, came back, changed a cable and added something else. He said he would check back in with me at the end of the week. He has been amazing and a real credit to virgin media. He said we needed a stable connection due to my son with learning difficulties wanting to be on YouTube so much and he wanted to fix it for us, to make our life a bit easier. (the world stops for him if he cant get online!) It was so nice he understood our issues. Adam is a fantastic engineer.
Karen
on 21-05-2021 17:25
Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text
21-05-2021 20:01 - edited 21-05-2021 20:04
I am trying but it keeps telling me to sort highlighted areas and try again.
Finally it let me. Thank you for your help
on 21-05-2021 20:02
Time Priority Description
21/05/2021 16:46:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:27:14 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:27:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:26:5 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:26:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:25:47 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 15:25:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 07:47:39 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2021 07:47:3 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 22:25:51 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 22:17:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 17:49:50 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 17:49:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 15:37:22 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 15:37:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 15:20:11 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 15:17:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 12:20:13 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 12:19:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2021 10:32:25 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER= |
on 21-05-2021 20:03
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 48 | 5120 | 64 qam | 2 |
2 | 60300095 | 48.5 | 5120 | 64 qam | 1 |
3 | 46200000 | 47.8 | 5120 | 64 qam | 3 |
4 | 39400000 | 47.8 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 4 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
on 21-05-2021 20:03
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 2.2 | 38 | 256 qam | 1 |
2 | 146750000 | 1.2 | 38 | 256 qam | 2 |
3 | 154750000 | 1.2 | 38 | 256 qam | 3 |
4 | 162750000 | 1 | 38 | 256 qam | 4 |
5 | 170750000 | 1 | 38 | 256 qam | 5 |
6 | 178750000 | 0.7 | 38 | 256 qam | 6 |
7 | 186750000 | 0.4 | 38 | 256 qam | 7 |
8 | 194750000 | 0 | 38 | 256 qam | 8 |
9 | 202750000 | -0.4 | 38 | 256 qam | 9 |
10 | 210750000 | -1 | 38 | 256 qam | 10 |
11 | 218750000 | -1.4 | 38 | 256 qam | 11 |
12 | 226750000 | -1.4 | 38 | 256 qam | 12 |
13 | 234750000 | -1 | 38 | 256 qam | 13 |
14 | 242750000 | -1 | 38 | 256 qam | 14 |
15 | 250750000 | -0.7 | 38 | 256 qam | 15 |
16 | 258750000 | -0.5 | 38 | 256 qam | 16 |
17 | 266750000 | -0.2 | 38 | 256 qam | 17 |
18 | 274750000 | -0.2 | 38 | 256 qam | 18 |
19 | 282750000 | 0.2 | 38 | 256 qam | 19 |
20 | 290750000 | 0.7 | 40 | 256 qam | 20 |
21 | 298750000 | 1.5 | 38 | 256 qam | 21 |
22 | 306750000 | 1.9 | 40 | 256 qam | 22 |
23 | 314750000 | 2.2 | 40 | 256 qam | 23 |
24 | 322750000 | 1.9 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 2010938893 | 276682 |
2 | Locked | 38.9 | -944390573 | 21171100 |
3 | Locked | 38.9 | -840176197 | 33140541 |
4 | Locked | 38.6 | -902870726 | 8767030 |
5 | Locked | 38.6 | -625995800 | 44744691 |
6 | Locked | 38.6 | -1330856999 | 5037710 |
7 | Locked | 38.9 | 2019149533 | 99477 |
8 | Locked | 38.9 | -2095696326 | 432510 |
9 | Locked | 38.6 | -1096882659 | 2582591 |
10 | Locked | 38.6 | -506267086 | 12680766 |
11 | Locked | 38.6 | -947546665 | 534319511 |
12 | Locked | 38.9 | -523767804 | 24320946 |
13 | Locked | 38.9 | -1081254606 | 200520 |
14 | Locked | 38.9 | 1659902028 | 45807 |
15 | Locked | 38.6 | 729289604 | 1727 |
16 | Locked | 38.9 | 727252777 | 1237 |
17 | Locked | 38.9 | 971276163 | 2215 |
18 | Locked | 38.6 | 106479931 | 1427 |
19 | Locked | 38.9 | 87911386 | 1416 |
20 | Locked | 40.3 | 126823116 | 1586 |
21 | Locked | 38.9 | 37376592 | 118401 |
22 | Locked | 40.3 | 1439544 | 1014 |
23 | Locked | 40.3 | 1640234 | 558 |
24 | Locked | 40.3 | 11846216 | 572 |
21-05-2021 20:17 - edited 21-05-2021 20:19
Astronomical RS errors are not good though it could be router related.
Switch the Hub off and unplug it for a few minutes and then start up. 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 for the next day or two to see if they start reappearing - they shouldn't.
If they do try taking the Asus off for a while and run the Hub in normal router mode and see if they are still appearing then
Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.
https://www.thinkbroadband.com/broadband/monitoring/quality
on 21-05-2021 20:22
I have a monitor set up already. I will try to post it here.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3439213b5611ca3b533ed1328fa346c66d59a1a
Hope this works!
on 21-05-2021 20:24
works fine - looks horrible.
as @jbrennand says, try rebooting the hub, check the errors are at zero and then post the stats again tomorrow..
I'm not convinced that it could be the asus router though - but I've been proven wrong before.. this looks like an issue with the connection itself.
on 21-05-2021 20:25