Menu
Reply
  • 32
  • 0
  • 1
PDG75
Tuning in
378 Views
Message 1 of 8
Flag for a moderator

Broadband Going Off Daily

Hi,

My old superhub died a few weeks ago and I received a new superhub 3.0 as a replacement, but ever since I installed it my internet has dropped out once every day (twice today).

These drops in connection are for literally just five minutes and then it's back on, but I'm not sure what is causing the issue. I've rebooted my gear and and made sure that the connections are tight, but it keeps happening.

I've got some data from the superhub, I hope someone can decipher it. 🙂

Many thanks.

Downstream bonded channels

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

1322750000438256 qam24
21387500005.840256 qam1
3146750000640256 qam2
4154750000640256 qam3
5162750000640256 qam4
61707500006.140256 qam5
7178750000640256 qam6
81867500005.840256 qam7
91947500005.540256 qam8
102027500005.338256 qam9
11210750000538256 qam10
122187500004.940256 qam11
132267500004.638256 qam12
142347500004.638256 qam13
152427500004.438256 qam14
162507500004.138256 qam15
17258750000440256 qam16
18266750000440256 qam17
19274750000440256 qam18
20282750000440256 qam19
21290750000438256 qam20
222987500004.338256 qam21
233067500004.540256 qam22
243147500004.138256 qam23

 

Upstream bonded channels

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

1462000003.85512064 qam1
2326000003.9512064 qam3

 

Network Log

Time Priority Description

06/09/2019 13:38:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2019 19:03:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2019 07:42:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2019 13:08:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2019 04:45:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2019 16:12:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 01:29:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 02:25:41ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 12:39:25ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 14:23:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2019 12:35:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2019 11:03:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:13:1criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2019 10:42:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2019 09:53:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 1.36K
  • 72
  • 95
Forum Team
Forum Team
306 Views
Message 2 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Hi PDG75, 

 

Thanks for your post 🙂

 

Sorry to hear you've been having some drop outs. 

 

I've run a health check and there are no immediate issues showing, would you be able to set up a BQM and provide screenshots or a live link after 24 hours?

 

Alex_Rm

0 Kudos
Reply
  • 32
  • 0
  • 1
PDG75
Tuning in
287 Views
Message 3 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Thanks for getting back to me, Alex.

Funnily enough I tried setting up a BQM sometime ago but it showed 100% packet loss. I use the superhub in modem mode and a separate router and I didn't know how to configure the BQM with it, so I gave up. I'll see if I can work it out and post a screenshot tomorrow.

I take it then that there is nothing untoward in the data I posted, which is good, but I'm not exaggerating when I say that my connection has dropped at least once a day for the last month or so. Having said that said, I called VM the day before yesterday and the automated system sent a 'signal' to my router. I don't know what this does and being the cynical bloke that I am I reckon that it probably just remotely reboots my router, but yesterday was the first time that I didn't notice a drop. That's not to say that the connection couldn't have dropped when I wasn't on the internet of course.

Anyway, in the meantime I'll see if I can figure out this BQM. Thanks again!

0 Kudos
Reply
  • 1.36K
  • 72
  • 95
Forum Team
Forum Team
278 Views
Message 4 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Thankyou!

 

Yes, when I checked everything looked fine from here.

 

Keep me posted with the BQM results and we'll take it from there.

 

Alex_Rm

0 Kudos
Reply
  • 4.06K
  • 481
  • 1.31K
Very Insightful Person
Very Insightful Person
261 Views
Message 5 of 8
Flag for a moderator

Re: Broadband Going Off Daily


@PDG75 wrote:

Thanks for getting back to me, Alex.

Funnily enough I tried setting up a BQM sometime ago but it showed 100% packet loss. I use the superhub in modem mode and a separate router and I didn't know how to configure the BQM with it, so I gave up. I'll see if I can work it out and post a screenshot tomorrow.

I take it then that there is nothing untoward in the data I posted, which is good, but I'm not exaggerating when I say that my connection has dropped at least once a day for the last month or so. Having said that said, I called VM the day before yesterday and the automated system sent a 'signal' to my router. I don't know what this does and being the cynical bloke that I am I reckon that it probably just remotely reboots my router, but yesterday was the first time that I didn't notice a drop. That's not to say that the connection couldn't have dropped when I wasn't on the internet of course.

Anyway, in the meantime I'll see if I can figure out this BQM. Thanks again!


If you post the make and model of your router then somebody on the community with the same router may be able to help.  On my Netgear R7000 there is a setting "Respond to Ping on Internet Port" which I have to enable to get BQM working.

Not wishing to contradict Alex, I can see some concerning errors in the log but they are mainly from last week so may not apply now.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

0 Kudos
Reply
  • 32
  • 0
  • 1
PDG75
Tuning in
257 Views
Message 6 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Thanks very much for the reply, Scott.

I think I've sorted it now. The BQM should be working and I'll post my results tomorrow evening. As far as I know I haven't had a drop in connection for two days now, so hopefully whatever the issue was has settled down. Fingers crossed. I will report back tomorrow. Thanks again! 🙂

edit: BQM is working now. Starting to see as colours other than red on the graph.

  • 32
  • 0
  • 1
PDG75
Tuning in
210 Views
Message 7 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Hi again,

Seeing as it has been a few days since my original post I have copied and pasted more up to date data from my superhub. As far as I know the internet has stayed on for the last two days without a drop in connection, but I have been disconnected from a couple of online games on the PlayStation today, so not sure if there is still a problem or not. Link to the BQM I did is at the bottom.

Any help/advice is greatly appreciated.

Downstream bonded channels

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

1322750000438256 qam24
21387500005.840256 qam1
3146750000640256 qam2
4154750000640256 qam3
5162750000640256 qam4
61707500006.140256 qam5
7178750000640256 qam6
81867500005.940256 qam7
91947500005.540256 qam8
102027500005.338256 qam9
11210750000538256 qam10
122187500004.940256 qam11
132267500004.838256 qam12
142347500004.638256 qam13
152427500004.538256 qam14
162507500004.138256 qam15
17258750000440256 qam16
182667500004.140256 qam17
192747500004.140256 qam18
202827500004.140256 qam19
212907500004.138256 qam20
222987500004.338256 qam21
233067500004.540256 qam22
243147500004.338256 qam23

 

Upstream bonded channels

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

1462000003.85512064 qam1
2325999453.925512064 qam3

 

Network Log

Time Priority Description

14/09/2019 16:12:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 01:29:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 02:25:41ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 12:39:25ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2019 14:23:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2019 12:35:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2019 11:03:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:09:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2019 19:13:1criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2019 10:42:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2019 09:53:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2019 08:56:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2019 12:26:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2019 15:31:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 01:36:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 10:38:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f99653ea9a85443e0f5fb43cc5888f63e87e58f0-28-09-2019

 

0 Kudos
Reply
  • 966
  • 47
  • 84
Forum Team
Forum Team
179 Views
Message 8 of 8
Flag for a moderator

Re: Broadband Going Off Daily

Hi PDG75,

 

I can't see anything wrong looking at your stats however I'll drop you a Private Message so I can look deeper into this for you.

 

Please reply back to it so I can take a look.

 

Regards,

 

Lisa

0 Kudos
Reply