Weird dropouts every 30 minutes

[Nex]

I'm not sure what is up with my connection, but I'm at the point now I have ot reboot the hub (modem mode) every 24-36 hours. After a certain period of uptime, the connection just becomes unstable.

For the most part, a reboot of the hub clears this. I've also recently pin reset the hub and as seen by the top graph, the issue is still there, but worse?

My downstream pre-post errors are all 0, however at the bottom, my correcteds are in the billions?

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

3.8

1667568958

0

All my downstream channels are pretty clean (I think?)

3.0 Downstream channels

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

25	331000000	5.099998	38.605377	QAM256	25
18	275000000	5.199997	38.983261	QAM256	18
19	283000000	5.000000	38.983261	QAM256	19
20	291000000	4.599998	38.983261	QAM256	20
21	299000000	4.400002	38.605377	QAM256	21
22	307000000	4.300003	38.605377	QAM256	22
23	315000000	4.599998	38.983261	QAM256	23
24	323000000	5.099998	38.605377	QAM256	24

So, I'm at a loss as to why this is happening, and when I timed it a couple of weeks ago, the micro disconnects were exactly 30 minutes apart. What's weird, I still receive data, but my upstream stops during these DC spikes. I can hear other people on voice calls, but they stop hearing me, this is how I know if I'm in a bit of a DC spike.

[Nex]

Logs below:

3.0 Downstream channels

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

25	331000000	5.099998	38.605377	QAM256	25
18	275000000	5.199997	38.983261	QAM256	18
19	283000000	5.000000	38.983261	QAM256	19
20	291000000	4.599998	38.983261	QAM256	20
21	299000000	4.400002	38.605377	QAM256	21
22	307000000	4.300003	38.605377	QAM256	22
23	315000000	4.599998	38.983261	QAM256	23
24	323000000	5.099998	38.605377	QAM256	24
26	339000000	4.900002	38.605377	QAM256	26
27	347000000	4.699997	38.605377	QAM256	27
28	355000000	4.599998	38.605377	QAM256	28
29	363000000	4.500000	38.605377	QAM256	29
30	371000000	4.699997	38.605377	QAM256	30
31	379000000	4.699997	38.983261	QAM256	31
32	387000000	4.599998	38.983261	QAM256	32
33	395000000	4.599998	38.983261	QAM256	33
34	403000000	4.699997	38.605377	QAM256	34
35	411000000	5.000000	38.983261	QAM256	35
36	419000000	5.300003	38.605377	QAM256	36
37	427000000	5.400002	38.605377	QAM256	37
38	435000000	5.599998	38.605377	QAM256	38
39	443000000	5.599998	38.983261	QAM256	39
40	451000000	5.800003	38.605377	QAM256	40
41	459000000	5.300003	38.983261	QAM256	41
42	467000000	5.300003	38.605377	QAM256	42
43	475000000	5.099998	38.983261	QAM256	43
44	483000000	5.400002	38.983261	QAM256	44
45	491000000	5.300003	38.983261	QAM256	45
46	499000000	5.400002	38.605377	QAM256	46
47	507000000	5.500000	38.983261	QAM256	47
48	515000000	5.400002	38.983261	QAM256	48

3.0 Downstream channels

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

25	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.605377	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0
37	Locked	38.605377	0	0
38	Locked	38.605377	0	0
39	Locked	38.983261	0	0
40	Locked	38.605377	0	0
41	Locked	38.983261	0	0
42	Locked	38.605377	0	0
43	Locked	38.983261	0	0
44	Locked	38.983261	0	0
45	Locked	38.983261	0	0
46	Locked	38.605377	0	0
47	Locked	38.983261	0	0
48	Locked	38.983261	0	0

[Nex]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

3.8

1667568958

0

3.0 Upstream channels

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

1	36600000	46.270599	5120 KSym/sec	64QAM	3
2	23600000	45.270599	5120 KSym/sec	32QAM	5
3	30100000	45.770599	5120 KSym/sec	64QAM	4
4	43100000	46.270599	5120 KSym/sec	64QAM	2
5	49600000	46.270599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	2	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

50.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

Network log is blank (this seems a common problem when I'm experiencing these "30 minute disconnects")

[goslow]

Very similar topic here with the cyclical dropouts every 30 min

https://community.virginmedia.com/t5/Networking-and-WiFi/Am-I-entitled-to-compensation-if-my-net-dro...

[buchosmambo]

Look at my post if you can find it. I HAD Exactly the same probleM.

Things I noriced on mine:

When in Hub4 was  in the default settings so all smart wifi enabled and so on I would have drops every half hour. Separating the bands moved drops to every 1h or so. In the end had my Hub4 replaced to Hub 5 and so far touch the would no drops. 

[Molly_T]

Hi Nex 👋 welcome back to the community, thank you for posting! 
Sorry to hear about these issues with your drop outs. Having had a quick look on our systems there don't appear to be any issues at the exchange that cause concern. 
We do just have to complete a few different checks as part of our processes to offer further support. Including ruling out any 3rd party equipment you are using (Eg an alternative router.) With this in mind you have mentioned that you are running your system in modem mode at the moment - is there any chance you would be able to revert to router mode so we are able to collect some data from the VM hub and offer further support with this?

Please do reply and let us know if this is possible, even just for a couple of days so we can collect some data. (You will also be able to see it yourself if interested via 👉 samknows.com/realspeed). 

Thank you! All the best. 

[legacy1]

---

@Molly_T wrote:

is there any chance you would be able to revert to router mode so we are able to collect some data from the VM hub and offer further support with this?

Please do reply and let us know if this is possible, even just for a couple of days so we can collect some data.

---

I doubt the data will be useful then what modem mode shows😞 

[Nex]

I totally forgot about this thread!

Realspeed test:

I'm connected to the hub now directly via cable to my desktop.

Setting up a new TBB graph to monitor too. Again, this only seems to start being an issue after ~24h uptime.

Had an outage last night for 15 minutes or so, while ringing CS up, and I got the "useful" answer that my hub needed replacing, which, it clearly doesn't as I'm connected to it right now. I was trying to indicate that something in the local cabinet was weird as I had a red ring and telly all dropped (so I found out later).

Anyway, this issue started around November last year, and I've been plagued with it ever since.

[Nex]

Current setup:

Router - Desktop & Personal router

Here's the stats for a few hours:

To personal router's "WAN" address:

Ping statistics for 192.168.0.59:
Packets: Sent = 17253, Received = 17253, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 29ms, Average = 0ms

To internet (google dns):

Ping statistics for 8.8.8.8:
Packets: Sent = 15968, Received = 15950, Lost = 18 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 159ms, Average = 20ms

This proves, for a fact, that my equipment is fine. It's not dropping packets at all.

The problem STILL lies with Virgin.

Now, this packet loss is MINIMAL, and I didn't experience any noticeable downtime tonight. BUT, that's not to say that this issue is "fixed". The issue generally crops up after a few days, so I will repost then.

This is just to allay queries of "oh, it's the customer's equipment". No, it currently isn't.

Also, packet loss on TBB seems to somewhat coincide with the constant ping.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3362142814a0eec418efd93397775c2d3a28a685

[Adri_G]

Hey Nex, thanks for providing with this info and your updates.

Appreciate the above feedback, how are things looking since your last post? Have you switched to router so we can monitor the service speeds on your hub as Molly_T advised before?

Also, from our latest checks there seems to be a short-term stability issue in the area network atm so we'd like to monitor this for 24 hours and please pop back here to let us know if the issues persist after this time?

If you reach us again tomorrow afternoon we'll be able to provide more technical support in the event the problem is still present.