Wired (and wireless)broadband drop off issues

[thewickedpicket]

Hi I have a super hub 3 used as a router and recently wired and wireless connections have been freezing and dropping. I have tried resetting and new Ethernet cables. Here are the router stats. 

Downstream bonded channels

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

1	323000000	-1	40	256 qam	24
2	203000000	-1.9	40	256 qam	9
3	211000000	-1.7	38	256 qam	10
4	219000000	-1.9	40	256 qam	11
5	227000000	-1.9	38	256 qam	12
6	235000000	-2	38	256 qam	13
7	243000000	-2.2	38	256 qam	14
8	251000000	-2.2	40	256 qam	15
9	259000000	-2	38	256 qam	16
10	267000000	-1.7	40	256 qam	17
11	275000000	-1.7	40	256 qam	18
12	283000000	-1.5	40	256 qam	19
13	291000000	-1.5	38	256 qam	20
14	299000000	-1.5	38	256 qam	21
15	307000000	-1.4	40	256 qam	22
16	315000000	-1.2	40	256 qam	23
17	331000000	-1.2	38	256 qam	25
18	339000000	-1.2	40	256 qam	26
19	347000000	-1.2	38	256 qam	27
20	355000000	-1	38	256 qam	28
21	363000000	-0.7	40	256 qam	29
22	371000000	-0.4	40	256 qam	30
23	379000000	-0.2	40	256 qam	31
24	387000000	-0.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	1268151	145952
2	Locked	40.3	6215212	545044
3	Locked	38.9	5523607	458149
4	Locked	40.3	5146886	401677
5	Locked	38.6	4994466	380156
6	Locked	38.9	4481695	322263
7	Locked	38.9	3872675	265008
8	Locked	40.3	3495495	229769
9	Locked	38.9	3216398	200332
10	Locked	40.3	2902552	196589
11	Locked	40.3	2540098	176990
12	Locked	40.9	2124776	166146
13	Locked	38.9	2000656	160300
14	Locked	38.9	1795990	154069
15	Locked	40.9	1583930	149187
16	Locked	40.3	1424898	150233
17	Locked	38.9	1126132	138944
18	Locked	40.3	975254	130766
19	Locked	38.9	844158	134506
20	Locked	38.9	717350	132912
21	Locked	40.3	593153	134560
22	Locked	40.3	497869	131807
23	Locked	40.3	422459	127566
24	Locked	40.3	260091	120190

1 32600000 42 5120 64 qam 5
2 53700078 43.5 5120 64 qam 2
3 46200000 43 5120 64 qam 3
4 39399990 42.5 5120 64 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 42 0
2 ATDMA 0 0 16 0
3 ATDMA 0 0 30 0
4 ATDMA 0 0 28 0

Network Log

Time Priority Description

11/06/2022 03:39:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 02:11:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 02:07:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 02:07:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Here is a think broadband graph for today.

 

do I need an engineer? 

[Anonymous]

The volume of post RS errors and T3 timeouts is quite something. 

Try another 30 second pinhole reset of the hub without any ethernet connection. Also check for local issues on 0800 561 0061. Lastly make sure all cables and connections are tight and secure and not kinked or damaged.

After trying these let us know how you get on but you might well need an engineer. 

[thewickedpicket]

Thanks I did a reset as you suggested yesterday. Here are the results today

pstream bonded channels

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

1	32600000	47	5120	64 qam	5
2	53700014	48.3	5120	64 qam	2
3	46199996	48.3	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	53	0
2	ATDMA	0	0	16	0
3	ATDMA	0	0	12	0
4	ATDMA	0	0	18	0

wnstream bonded channels

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

1	323000000	-2.2	40	256 qam	24
2	203000000	-4.4	40	256 qam	9
3	211000000	-4.2	38	256 qam	10
4	219000000	-4	38	256 qam	11
5	227000000	-4	38	256 qam	12
6	235000000	-4.2	38	256 qam	13
7	243000000	-4.2	38	256 qam	14
8	251000000	-4	38	256 qam	15
9	259000000	-3.9	38	256 qam	16
10	267000000	-3.4	38	256 qam	17
11	275000000	-3.2	38	256 qam	18
12	283000000	-3	40	256 qam	19
13	291000000	-3	38	256 qam	20
14	299000000	-2.7	38	256 qam	21
15	307000000	-2.7	40	256 qam	22
16	315000000	-2.5	40	256 qam	23
17	331000000	-2.4	38	256 qam	25
18	339000000	-2.4	40	256 qam	26
19	347000000	-2.2	38	256 qam	27
20	355000000	-2	40	256 qam	28
21	363000000	-1.5	40	256 qam	29
22	371000000	-1.2	40	256 qam	30
23	379000000	-1	40	256 qam	31
24	387000000	-1	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	114599	94667
2	Locked	40.3	185744	147351
3	Locked	38.6	174480	139805
4	Locked	38.9	167555	136196
5	Locked	38.9	170143	135627
6	Locked	38.9	162722	130350
7	Locked	38.9	150508	127328
8	Locked	38.9	143740	123824
9	Locked	38.9	139379	120715
10	Locked	38.9	138362	116464
11	Locked	38.9	130356	115024
12	Locked	40.9	122433	110646
13	Locked	38.9	122286	108579
14	Locked	38.9	121523	103744
15	Locked	40.3	120520	97344
16	Locked	40.3	117262	96061
17	Locked	38.9	111998	91651
18	Locked	40.3	105779	89948
19	Locked	38.9	104029	89961
20	Locked	40.3	99923	86138
21	Locked	40.3	95679	87645
22	Locked	40.3	92407	83158
23	Locked	40.3	92006	81095
24	Locked	40.9	89328

Network Log

Time Priority Description

12/06/2022 05:04:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 05:04:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:09:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:09:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:08:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

Ugh well no change there.

Did you manage to check for any local faults? 

[thewickedpicket]

Yeah everything fine apparently 🤔

[jbrennand]

---

@thewickedpicket wrote:

Yeah everything fine apparently 🤔

---

So all is fine at the wider level - and the fault is specific to you (or a very small number of customers).

That amount of RS errors sugests "noise/" is getting in somewhere.  There are many reasons why this can happen  For example you or your neighbours using non-VM cable to extend their Hub position, a bad connection on one of the connectors, a damaged cable somewhere, etc.

So all you can do without a Tech visit is 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. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box

[thewickedpicket]

Thanks. Appreciate the help. 

[Steven_L]

Thanks for confirming your details via private message @thewickedpicket.
I have arranged for the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you’ll see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.

Regards,

Steven_L

[thewickedpicket]

Hi an engineer came on Friday and replaced cable connections at the router and at outside. This fixed the problem until now. The timeouts have started happening again. Here are the router stats. 

Downstream bonded channels

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

1	323000000	2.5	40	256 qam	24
2	203000000	1.2	40	256 qam	9
3	211000000	1.2	40	256 qam	10
4	219000000	1.5	40	256 qam	11
5	227000000	1.4	40	256 qam	12
6	235000000	1.2	40	256 qam	13
7	243000000	0.9	40	256 qam	14
8	251000000	0.9	40	256 qam	15
9	259000000	1	40	256 qam	16

Upstream bonded channels

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

1	32600000	45.8	5120	64 qam	5
2	53700000	47.5	5120	64 qam	2
3	46200194	47	5120	64 qam	3
4	39400000	46.5	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

22/06/2022 22:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 11:04:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 21:09:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 12:08:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Alex_RM]

Hi thewickedpicket,

I'm sorry to hear you're still experiencing some connections issues.

I've been through a couple of checks from our side, and can you please perform a pin hole reset? 

Let us know if you continue to have any connection problems after.

Alex_Rm