internet drop-out

[murrayc]

I have just 'upgraded' to a Hub 3 and am experiencing a lot of connection issues, with loss of internet sometimes followed by loss of wi-fi. The losses vary from a few minutes to longer. I think this is an issue requiring an engineer, but the Virgin online help is awful and I wondered if posting on this board would elicit some assistance. I attach some of the log information:

Time Priority Description

11/08/2021 15:18:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:16:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:15:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:15:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:14:46	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:14:42	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:14:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:14:15	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:13:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:13:24	critical	REG RSP bad SID 2825;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:13:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:12:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:06:52	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	Locked	38.6	21	13
2	Locked	37.6	13	13
3	Locked	35	711	14
4	Locked	34.3	876	14
5	Locked	37.3	7	15
6	Locked	37.6	2	14
7	Locked	37.3	5	13
8	Locked	37.6	3	13
9	Locked	37.3	14	11
10	Locked	37.3	12	13
11	Locked	37.3	8	15
12	Locked	37.6	9	16
13	Locked	35.7	1318	16
14	Locked	36.6	2	14
15	Locked	37.6	5	11
16	Locked	38.6	19	0
17	Locked	37.6	17	7
18	Locked	37.6	22	12
19	Locked	37.6	18	0
20	Locked	37.3	17	11
21	Locked	36.6	20	0
22	Locked	32.6	4479989	10499813
23	Locked	37.3	13	0
24	Locked	37.3	0	0

Channel 22 looks a bit problematic!

Any advice/help appreciated.

[jbrennand]

Agreed - not good.

Can you do this then post data up again as per below.
____________________________________________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two 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.
__________________________________________________

Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[murrayc]

Thanks. On it.

[murrayc]

Update after 24 hrs:

Downstream 

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

1	203000000	-6.4	38	256 qam	9
2	211000000	-6.7	38	256 qam	10
3	219000000	-6.7	38	256 qam	11
4	227000000	-7	38	256 qam	12
5	235000000	-7.4	38	256 qam	13
6	243000000	-7.7	38	256 qam	14
7	251000000	-7.7	38	256 qam	15
8	259000000	-7.7	38	256 qam	16
9	267000000	-7.4	38	256 qam	17
10	275000000	-7.5	38	256 qam	18
11	283000000	-7.4	38	256 qam	19
12	291000000	-7.5	38	256 qam	20
13	299000000	-7.5	38	256 qam	21
14	307000000	-7.2	38	256 qam	22
15	315000000	-7.4	38	256 qam	23
16	323000000	-7	38	256 qam	24
17	331000000	-7	38	256 qam	25
18	339000000	-6.7	38	256 qam	26
19	347000000	-7	38	256 qam	27
20	355000000	-6.9	38	256 qam	28
21	363000000	-7.2	38	256 qam	29
22	371000000	-7.2	38	256 qam	30
23	379000000	-7.7	38	256 qam	31
24	387000000	-8.2	38	256 qam	32

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

1	Locked	38.9	53626	27478
2	Locked	38.6	50964	34488
3	Locked	38.6	412963	117002
4	Locked	38.6	414819	107790
5	Locked	38.6	83034	41837
6	Locked	38.6	57123	23982
7	Locked	38.9	59143	33362
8	Locked	38.6	59912	23554
9	Locked	38.6	92403	31540
10	Locked	38.9	68599	25426
11	Locked	38.6	23867	20933
12	Locked	38.9	23499	8413
13	Locked	38.6	446612	109974
14	Locked	38.9	68381	6977
15	Locked	38.6	20968	11783
16	Locked	38.6	20815	4489
17	Locked	38.6	18199	8763
18	Locked	38.6	16285	5678
19	Locked	38.9	19323	6408
20	Locked	38.6	46247	7700
21	Locked	38.6	59809	19868
22	Locked	38.9	16129044	1002636
23	Locked	38.6	23957	5113
24	Locked	38.6	20220	8807

Upstream 

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

1	60300000	47.5	5120	64 qam	1
2	39400000	46.5	5120	64 qam	4
3	53700000	47	5120	64 qam	2
4	46199940	46.8	5120	64 qam	3

Channel 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	1	0
4	ATDMA	0	0	0	0

1 of 2

[murrayc]

2 of 2

Network Log

TimePriorityDescription

12/08/2021 16:24:52	notice	LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 13:00:48	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 13:00:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 13:00:33	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 13:00:13	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:59:52	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:59:48	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:59:37	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:55:44	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:54:1	Error	Service Change Response rejected - Invalid transaction ID;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:48:21	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:47:26	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:47:26	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:33:27	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:33:22	Warning!	Lost MDD Timeout;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 12:25:22	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 10:23:7	notice	LAN login Success;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:36:2	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 01:12:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 00:35:35	Warning!	RCS Partial Service;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.0;

BQM live graph -

Thanks

[murrayc]

Problem with the graph.

This forum doesn't like links.

[jbrennand]

Down power levels are too low and RS errors are a problem - this will need a Tech visit - I will ask VM to come and comment

[Paul_DN]

Hi murrayc,

Thank you for reaching out to us in our community and welcome, we are sorry to see you are experiencing drop outs, I have been able to locate the account with the details we have for you and have picked up some WIF issues which are showing some problems with the way it is set up and the channels split.

can you try a pin reset on the Router just to rule out a software issue, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

If this doesn't resolve the issue I will be more than happy to do further checks and arrange a Technician if required.

Regards

Paul.

[murrayc]

Thanks for your help.

[murrayc]

Hi, Paul,

Firstly, I did a reset a few days back before flagging the issues on the forum. I'm happy to do so again, subject to your response on the following:

On checking the BQM this morning I saw that there was a huge dropout between 12.30 and 4.30 this morning - a big red rectangle from 0-100% on dropped packets. I can attach a copy of the graph, if you want to see it. I was in bed, but my son confirms a complete loss of service for this period. Further to this, on checking the downstream figures I can see that all the Post RS Errors have dropped to zero. I attach a copy of the current Network Status figures.

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

1	203000000	-6.9	38	256 qam	9
2	139000000	-5	37	256 qam	1
3	147000000	-5.4	38	256 qam	2
4	155000000	-5.5	38	256 qam	3
5	163000000	-5.7	38	256 qam	4
6	171000000	-5.7	38	256 qam	5
7	179000000	-5.9	38	256 qam	6
8	187000000	-6	38	256 qam	7
9	195000000	-6.4	38	256 qam	8
10	211000000	-7	37	256 qam	10
11	219000000	-7.2	38	256 qam	11
12	227000000	-7.5	37	256 qam	12
13	235000000	-7.7	37	256 qam	13
14	243000000	-8	37	256 qam	14
15	251000000	-8	38	256 qam	15
16	259000000	-8	37	256 qam	16
17	267000000	-7.7	38	256 qam	17
18	275000000	-7.9	38	256 qam	18
19	283000000	-7.7	38	256 qam	19
20	291000000	-8	38	256 qam	20
21	299000000	-8	37	256 qam	21
22	307000000	-7.7	38	256 qam	22
23	315000000	-7.9	38	256 qam	23
24	323000000	-7.5	38	256 qam	24

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

1	Locked	38.6	8	0
2	Locked	37.6	15	0
3	Locked	38.6	25	0
4	Locked	38.6	32	0
5	Locked	38.6	24	0
6	Locked	38.9	23	0
7	Locked	38.6	21	0
8	Locked	38.9	12	0
9	Locked	38.9	10	0
10	Locked	37.6	11	0
11	Locked	38.6	8	0
12	Locked	37.6	12	0
13	Locked	37.6	15	0
14	Locked	37.6	25	0
15	Locked	38.9	19	0
16	Locked	37.6	22	0
17	Locked	38.6	16	0
18	Locked	38.6	33	0
19	Locked	38.6	27	0
20	Locked	38.6	26	0
21	Locked	37.6	24	0
22	Locked	38.9	31	0
23	Locked	38.9	32	0
24	Locked	38.6	20	0

Would this indicate that some repair work has been done outside the house? Do the figures indicate that the problem is now resolved (at least for the time being)?

Thanks for your help.