on 22-04-2021 10:50
Hi.
Recently my superhub 3 has started intermittently dropping connections on both wired and wifi. It drop on both wifi bands (2.4 & 5) and takes anywhere from 10 minutes to 45 minutes to regain a connection. It is happening more frequently usually 2-3 times a day at this point.
the connections always drop at the same time, meaning wired always goes down at the same time as wifi and vice-versa.
I have followed every bit of advice on the help section of the website, I have downloaded the virgin media connect app and I have reset and restarted the router multiple times.
All of the hardware is correctly installed, connections are tight on the cables. Ethernet cables properly connected to router and devices etc.
please could anyone advise me on what the problem could be and any possible soloutions?
on 22-04-2021 17:56
on 23-04-2021 08:40
so, the BQM isn't reflecting the drops you say you're seeing - the connection isn't perfect, but it's also not bad - looks quite similar to my own and I have very few issues with it..
i notice you didn't post the Network Log tab when you posted your router stats.. the upstream/downstream data looks fine - no issues there - be interesting to see what's in the network log.
when the connection drops, does the wireless (and wired i guess) network disappear on the devices that use it and you can't see/connect to it, or do they remain connected but just don't have internet access?
on 23-04-2021 08:44
on 23-04-2021 09:30
@lotharmat wrote:
There does seem to be a tiny bit of packet loss - a lot of the time!
yeah - but i don't think it's causing the symptoms described by OP. My BQM is pretty similar, with regular minor packetloss, but it doesn't impact the connection anything like what OP is saying they have with theirs..
23-04-2021 14:13 - edited 23-04-2021 14:15
Sods law that I’ve had no drops since posting. I can get to the pc to get the log later this evening.
when the connection drops on the PC (wired) it completely loses the router. The pc just says “no internet access” and on wifi you cannot see the network at all until access comes back.
on 24-04-2021 15:09
@sophist wrote:...i notice you didn't post the Network Log tab when you posted your router stats.. the upstream/downstream data looks fine - no issues there - be interesting to see what's in the network log...
Network LogTime Priority Description
Sorry its a little later than i said it would be:
24/04/2021 14:07:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 23/04/2021 15:02:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:58:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:58:39 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:57:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:57:19 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:56:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:56:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:50 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:46 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/04/2021 08:54:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 24-04-2021 20:56
you had a spate of channels dropping at ~9am on the 22nd.. other than that though, the log is fine.. guessing that you'll see more of this in your logs when/if you experience issues again.. as to the cause, who knows. if it continues though, it'll likely need an engineer visit to resolve..
24-04-2021 23:27 - edited 24-04-2021 23:32
I wonder if I could be rude and jump into this thread as well? I'm having similar problems. One of my laptops will simply connect, then drop off after 30 seconds or so. It's the closest one to the router (Hub 3). My Sons laptop upstairs also drops off but resetting the adapter seems to fix that. I have set up a BQM just now and will post results tomorrow. Thank you for any help you can give, and for reading my post! My router settings are:
Network:-
24/04/2021 22:10:12 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/04/2021 20:03:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/04/2021 19:53:18 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/04/2021 18:14:13 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/04/2021 04:48:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/04/2021 07:18:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/04/2021 21:42:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/04/2021 16:09:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/04/2021 03:34:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/04/2021 08:34:45 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/04/2021 07:00:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 10:44:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2021 08:48:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/03/2021 10:44:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/03/2021 02:36:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/03/2021 22:44:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/03/2021 04:04:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/03/2021 10:44:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/03/2021 09:52:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/03/2021 13:17:16 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 24-04-2021 23:29
Down
1 | 299000000 | 5 | 38 | 256 qam | 21 |
2 | 139000000 | 4.3 | 38 | 256 qam | 1 |
3 | 147000000 | 4.1 | 37 | 256 qam | 2 |
4 | 155000000 | 4 | 37 | 256 qam | 3 |
5 | 163000000 | 4 | 37 | 256 qam | 4 |
6 | 171000000 | 4.1 | 38 | 256 qam | 5 |
7 | 179000000 | 4.3 | 38 | 256 qam | 6 |
8 | 187000000 | 4.3 | 38 | 256 qam | 7 |
9 | 195000000 | 4.1 | 38 | 256 qam | 8 |
10 | 203000000 | 4 | 38 | 256 qam | 9 |
11 | 211000000 | 4.1 | 38 | 256 qam | 10 |
12 | 219000000 | 4.1 | 38 | 256 qam | 11 |
13 | 227000000 | 3.9 | 38 | 256 qam | 12 |
14 | 235000000 | 3.7 | 38 | 256 qam | 13 |
15 | 243000000 | 3.4 | 38 | 256 qam | 14 |
16 | 251000000 | 3.7 | 38 | 256 qam | 15 |
17 | 259000000 | 4.6 | 38 | 256 qam | 16 |
18 | 267000000 | 5 | 38 | 256 qam | 17 |
19 | 275000000 | 4.9 | 38 | 256 qam | 18 |
20 | 283000000 | 5 | 38 | 256 qam | 19 |
21 | 291000000 | 4.9 | 38 | 256 qam | 20 |
22 | 307000000 | 4.6 | 38 | 256 qam | 22 |
23 | 315000000 | 4.6 | 38 | 256 qam | 23 |
24 | 323000000 | 4.5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 13 | 0 |
2 | Locked | 38.6 | 3 | 0 |
3 | Locked | 37.6 | 9 | 0 |
4 | Locked | 37.6 | 9 | 0 |
5 | Locked | 37.6 | 8 | 0 |
6 | Locked | 38.6 | 7 | 0 |
7 | Locked | 38.6 | 8 | 0 |
8 | Locked | 38.6 | 9 | 0 |
9 | Locked | 38.9 | 11 | 0 |
10 | Locked | 38.9 | 9 | 0 |
11 | Locked | 38.9 | 10 | 0 |
12 | Locked | 38.6 | 8 | 0 |
13 | Locked | 38.6 | 6 | 0 |
14 | Locked | 38.6 | 8 | 0 |
15 | Locked | 38.6 | 2 | 0 |
16 | Locked | 38.9 | 7 | 0 |
17 | Locked | 38.6 | 7 | 0 |
18 | Locked | 38.9 | 10 | 0 |
19 | Locked | 38.9 | 8 | 0 |
20 | Locked | 38.9 | 13 | 0 |
21 | Locked | 38.9 | 9 | 0 |
22 | Locked | 38.6 | 10 | 0 |
23 | Locked | 38.9 | 9 | 0 |
24 | Locked | 38.9 | 16 | 0 |
on 24-04-2021 23:31
Up
1 | 39400000 | 42.5 | 5120 | 64 qam | 7 |
2 | 53700000 | 44 | 5120 | 64 qam | 2 |
3 | 46200000 | 43.3 | 5120 | 64 qam | 3 |
4 | 32600000 | 41.8 | 5120 | 64 qam | 8 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |