Virgin Superhub 3 keeps dropping connection from Virgin

[CarlReeves]

I have moved home and had the engineer install my original Hub 3 at my new address. I was getting a lot of dropouts at my old house (Virgin Super hub 3 constantly dropping connection). Since moving I am still getting the same connection dropouts.
This is not wifi. This is the actual router disconnecting from Virgin. When I eventually can log into the router it says it has been online for 2 mins.

I have a 14 day cooling down period (starting from Friday 3rd Sept) and need to see this working properly before I cancel this and go elsewhere. 

I see it is getting RCS Partial Service a lot in the log file.

Anyone any ideas?

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	299000000	-0.9	38	256 qam	21
2	139000000	-0.7	30	256 qam	1
3	147000000	-1.7	31	256 qam	2
4	155000000	-1	30	256 qam	3
5	163000000	-2.2	28	256 qam	4
6	171000000	-2	29	256 qam	5
7	179000000	-1.4	31	256 qam	6
8	187000000	-1	33	256 qam	7
9	195000000	-0.5	34	256 qam	8
10	203000000	-1	33	256 qam	9
11	211000000	-1.5	33	256 qam	10
12	219000000	-3.5	30	256 qam	11
13	227000000	-2.2	27	256 qam	12
14	235000000	-2.4	36	256 qam	13
15	243000000	-1.4	37	256 qam	14
16	251000000	-2.5	37	256 qam	15
17	259000000	-1.7	37	256 qam	16
18	267000000	-3.5	37	256 qam	17
19	275000000	-2.5	37	256 qam	18
20	283000000	-3.2	37	256 qam	19
21	291000000	-0.4	38	256 qam	20
22	307000000	0.9	38	256 qam	22
23	315000000	-0.7	38	256 qam	23
24	323000000	0	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	0	0
2	Locked	30.3	6484523	4734
3	Locked	31.6	5375572	157
4	Locked	30.4	6042993	3170
5	Locked	28.7	6936897	22220
6	Locked	29.4	7282676	85788
7	Locked	31.3	6887613	26598
8	Locked	33.3	5445681	9624
9	Locked	34.3	2891132	823
10	Locked	33.4	2067545	54
11	Locked	33.4	156072	0
12	Locked	30.1	973274	0
13	Locked	27.1	7029601	394157
14	Locked	36.3	0	0
15	Locked	37.6	0	0
16	Locked	37.6	0	0
17	Locked	37.6	7	0
18	Locked	37.3	0	0
19	Locked	37.6	7	0
20	Locked	37.3	3	0
21	Locked	38.6	0	0
22	Locked	38.6	0	0
23	Locked	38.6	0	0
24	Locked	38.6	0	0

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

1	25800002	44.8	5120	64 qam	6
2	32599981	45.3	5120	64 qam	5
3	39400004	44.8	5120	64 qam	4
4	46200007	45.8	5120	64 qam	3

Upstream bonded channelsChannel 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

Network LogTime Priority Description

08/09/2021 18:07:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:06:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:04:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:04:47	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:03:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:02:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:02:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:27	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 18:01:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Thats a poor connection - down channels 2-13 are dreadful - try this below - post the stats again afterwards. If it is no better you need the Tech back.

______________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all 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.

[CarlReeves]

Thanks for the speedy reply.

I've turned it off for 15mins, checked all the connections - all tight (was just installed last Friday and the engineer put new connectors on the main cable from the hub in the street and at my box outside).

Turned it back on and gave it 15 mins. Still the same errors. I've checked my neighbours router and they are not getting the massive errors I'm getting (Their channels 2 - 8 all roughly between 276 - 355).

Here's mine after turning it back on and leaving for about 15mins:

Downstream bonded channels

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

1	Locked	37.6	373	1
2	Locked	30.2	129893647	124853
3	Locked	31.4	109518819	9265
4	Locked	30.2	121642578	80880
5	Locked	28.6	142506915	733307
6	Locked	29.2	142674384	2590046
7	Locked	31.1	135614453	574656
8	Locked	33.4	108090275	243304
9	Locked	34.4	61030525	19639
10	Locked	33.4	45074416	1767
11	Locked	33.3	5121364	50
12	Locked	29.9	38411227	350
13	Locked	27.8	140427112	5539306
14	Locked	36.6	611	42
15	Locked	37.6	380	21
16	Locked	37.6	329	18
17	Locked	37.6	270	46
18	Locked	36.6	42456	63
19	Locked	37.6	7023	26
20	Locked	37.3	739	19
21	Locked	38.6	369	2
22	Locked	38.6	417	0
23	Locked	38.6	295	0
24	Locked	38.9	66	0

I appreciate all your help.

[CarlReeves]

Thanks for the speedy reply.

After turning it off for 10 mins, checked cables - all tight. It was just installed last Friday and the engineer replaced the connectors on the main cable from street hub to house. 

After turning it back on and leaving it for about 15 mins I get the same errors. I've checked with my neighbours router and they only have errors on channels 2 - 8 at 276 - 355 max. Could it be my superhub 3?

My recent errors are:

Downstream bonded channels

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

1	Locked	37.6	373	1
2	Locked	30.2	129893647	124853
3	Locked	31.4	109518819	9265
4	Locked	30.2	121642578	80880
5	Locked	28.6	142506915	733307
6	Locked	29.2	142674384	2590046
7	Locked	31.1	135614453	574656
8	Locked	33.4	108090275	243304
9	Locked	34.4	61030525	19639
10	Locked	33.4	45074416	1767
11	Locked	33.3	5121364	50
12	Locked	29.9	38411227	350
13	Locked	27.8	140427112	5539306
14	Locked	36.6	611	42
15	Locked	37.6	380	21
16	Locked	37.6	329	18
17	Locked	37.6	270	46
18	Locked	36.6	42456	63
19	Locked	37.6	7023	26
20	Locked	37.3	739	19
21	Locked	38.6	369	2
22	Locked	38.6	417	0
23	Locked	38.6	295	0
24	Locked	38.9	66	0

I appreciate all your help.

[CarlReeves]

I've replied 3 times now with the info asked and every time the post gets deleted.

What's going on here?

[lotharmat]

The data looks to be there!

The connection is terrible as John says!

Personally I'd call it in:

You could call it in as a fault on 150 (or 1345 454 1111)
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[jbrennand]

I will flag for VM to take a look here

[Hayley_S]

Hello @CarlReeves,

Welcome to the community page, thank you for posting on here.

I am sorry for the issues with your Hub-3.

I located your account and I can see that you need a tech visit, I will send you a private message so I can process this for you.

Please look out for a plum envelope at the top right of the page. 

Many thanks,

[CarlReeves]

Thanks John for your help and for passing onto VM.

An engineer came out and diagnosed a problem with the cable coming from box in street to box on my house. The cable was installed and buried about 15 years ago so no surprise there. He has installed a temporary line for now and it will be properly installed/buried on next visit.

I'm now getting full speed 216 Mbps down and 22 Mbps up and no dropouts. V happy with that.

So far no more Post PS errors (actually I just checked and there are a few) - are they acceptable?

Here's my downstream now:

Downstream bonded channels

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

1	Locked	38.6	7	0
2	Locked	37.3	14	11
3	Locked	37.6	13	0
4	Locked	38.6	7	0
5	Locked	38.6	7	16
6	Locked	38.6	33	14
7	Locked	38.6	28	19
8	Locked	38.6	36	14
9	Locked	38.9	18	0
10	Locked	38.6	11	0
11	Locked	38.6	7	0
12	Locked	38.6	5	0
13	Locked	38.6	9	0
14	Locked	38.6	10	0
15	Locked	38.6	11	0
16	Locked	38.6	17	0
17	Locked	38.6	18	0
18	Locked	38.6	27	0
19	Locked	38.9	12	0
20	Locked	38.6	6	0
21	Locked	38.9	3	0
22	Locked	38.6	5	0
23	Locked	38.6	6	0
24	Locked	38.6	10	0

Thanks folks.

[legacy1]

Their will always be some Post RS Errors its fine