Wifi dropping out nearly everyday, needs a restart

[no1ally]

Hi,

I have a Virgin Hub 5 in modem mode, with Google wifi - the main Google puck is plugged in to the Virgin Hub, the Google puck is also plugged in to a netgear switch, other google wifi's are wired directly to the switch.

We have a lot of internet drop outs / slow downs, restarting seems to restore service.

Looking through the logs of the router I see a T2 and T3 errors, and could I have seen T4 errors as well?

Could anyone look through the logs and suggest what could be going wrong?

Help is appreciated.

Time Priority Description

09-03-2024 17:51:43	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 17:49:55	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 17:23:54	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 17:21:59	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:19:23	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:17:07	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:50	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:50	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:47	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:47	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:47	notice	REGISTRATION COMPLETE - Waiting for Operational status
09-03-2024 15:15:37	warning	Dynamic Range Window violation
09-03-2024 15:15:37	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37	warning	Dynamic Range Window violation
09-03-2024 15:15:37	warning	Dynamic Range Window violation
09-03-2024 15:15:37	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:37	warning	Dynamic Range Window violation
09-03-2024 15:15:37	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:31	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:28	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:26	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:24	notice	Honoring MDD; IP provisioning mode = IPv4
09-03-2024 15:15:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-03-2024 15:15:12	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-03-2024 12:39:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 12:39:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-03-2024 12:39:07	critical	Cable Modem Reboot because of - HW or Power-On Reset
06-03-2024 18:46:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 18:46:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 18:46:39	critical	Cable Modem Reboot because of - HW or Power-On Reset

[no1ally]

3.0 Downstream channels

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

1	331000000	3.6	40	QAM 256	25
2	139000000	3.5	38	QAM 256	1
3	147000000	3.3	38	QAM 256	2
4	155000000	3.5	38	QAM 256	3
5	163000000	2.7	39	QAM 256	4
6	171000000	2.8	39	QAM 256	5
7	179000000	3.3	39	QAM 256	6
8	187000000	3.1	39	QAM 256	7
9	195000000	3	39	QAM 256	8
10	203000000	2.6	39	QAM 256	9
11	211000000	2.7	39	QAM 256	10
12	219000000	2.6	39	QAM 256	11
13	227000000	2.5	39	QAM 256	12
14	235000000	2.5	39	QAM 256	13
15	243000000	2.2	39	QAM 256	14
16	251000000	1.8	39	QAM 256	15
17	259000000	1.9	39	QAM 256	16
18	267000000	2.1	39	QAM 256	17
19	275000000	2.4	40	QAM 256	18
20	283000000	3	40	QAM 256	19
21	291000000	3.2	40	QAM 256	20
22	299000000	3.7	40	QAM 256	21
23	307000000	4.4	40	QAM 256	22
24	315000000	4.2	40	QAM 256	23
25	323000000	3.8	40	QAM 256	24
26	339000000	4	41	QAM 256	26
27	347000000	3.9	41	QAM 256	27
28	355000000	3.7	41	QAM 256	28
29	363000000	3.9	41	QAM 256	29
30	371000000	3.8	41	QAM 256	30
31	379000000	3.8	41	QAM 256	31
32	387000000	3.7	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	40	10	0
2	Locked	38	602	146
3	Locked	38	412	0
4	Locked	38	501	82
5	Locked	39	357	134
6	Locked	39	279	0
7	Locked	39	242	0
8	Locked	39	825	127
9	Locked	39	632	23
10	Locked	39	186	8
11	Locked	39	255	163
12	Locked	39	268	143
13	Locked	39	207	82
14	Locked	39	39	0
15	Locked	39	41	0
16	Locked	39	178	4
17	Locked	39	17	0
18	Locked	39	50	0
19	Locked	40	22	0
20	Locked	40	14	0
21	Locked	40	9	0
22	Locked	40	11	0
23	Locked	40	6	0
24	Locked	40	16	0
25	Locked	40	7	0
26	Locked	41	12	0
27	Locked	41	5	0
28	Locked	41	8	0
29	Locked	41	8	0
30	Locked	41	6	0
31	Locked	41	1	0
32	Locked	41	16	404

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

2.9

670533166

15

[no1ally]

3.0 Upstream channels

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

0	49600000	45.5	5120	QAM 64	1
1	43100000	44.8	5120	QAM 64	2
2	36600000	45	5120	QAM 64	3
3	30100000	44	5120	QAM 64	4
4	23600000	44.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	0	0
1	ATDMA	0	1	0	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	0	0
4	ATDMA	0	1	0	0

3.1 Upstream channels

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

6

10

40.0

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

200

74000000

0

0

[no1ally]

When I say WIFI, I mean internet, WIFI is fine.

[jbrennand]

Have you a BQM running?  If not...

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[no1ally]

Thank you for your response - when I tried setting up BQM (tried last night) - thinkbroadband, It detected my IP, I selected Virgin as provider, the graph for the last 20 hours was 100% packet loss, nothing else.

[Client62]

The BQM must be pointing to the Public IP of your VM connection ... i.e. not to a IP of a VPN or Apple Private Relay exit point.

Your 3rd party router (not the VM Hub) must be configured to respond to WAN pings.

[Matthew_ML]

Hey no1ally, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

I have taken a look and nothing major is standing out, can you put your BQM in here as suggested so I can take a look?

[Adduxi]

Looking at the power levels there are too many PostRS errors on some channels?  The T2 errors are not good either.  I would suspect some noise issues on the line that would need VM to check out.  All you can do it check all connections from the omnibox to your Hub are at least "finger tight" and not corroded.

[no1ally]

Unfortunately Google Wifi doesn't let you activate WAN Pings so BQM isn't an option - unless I was to turn off the google wifi's, turn on the router mode on the virgin hub and then turn on a BQM - this isn't really an option in a house with multiple people working from home.