16-06-2021 05:22 - edited 16-06-2021 05:24
Hi All,
We've had Virgin Media Engineer out 2 months ago, who looked at the issue, replaced a connector internally at the hub, but this didn't resolve the issue. Everyday we get the connection drops, as you can see on the BQM, to prove it's not anything internally, I temporally placed a 5G modem in replacement of the Virgin Media Broadband and we had no issues. My Hub 3.0 is in Modem Mode. The drop outs are for Wifi and Ethernet connected devices. The BQM is showing exactly the same times as the drop outs. How can I get an engineer to attend and Change the Tap point at the end of the road for my connection, as they just come look and go saying nothing wrong, but clearly some issue.
BQM :
https://www.thinkbroadband.com/broadband/monitoring/quality/share/87b5ddfe3ab7c2e2ce8dd34557505fafb307935c-16-06-2021
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | -2.2 | 35 | 256 qam | 9 |
2 | 210750000 | -2.5 | 36 | 256 qam | 10 |
3 | 218750000 | -3 | 36 | 256 qam | 11 |
4 | 226750000 | -3.5 | 36 | 256 qam | 12 |
5 | 234750000 | -4 | 36 | 256 qam | 13 |
6 | 242750000 | -4.5 | 36 | 256 qam | 14 |
7 | 250750000 | -4.9 | 35 | 256 qam | 15 |
8 | 258750000 | -5 | 36 | 256 qam | 16 |
9 | 266750000 | -5.2 | 35 | 256 qam | 17 |
10 | 274750000 | -6.5 | 35 | 256 qam | 18 |
11 | 282750000 | -8 | 34 | 256 qam | 19 |
12 | 290750000 | -6.9 | 34 | 256 qam | 20 |
13 | 298750000 | -5.2 | 35 | 256 qam | 21 |
14 | 306750000 | -5 | 36 | 256 qam | 22 |
15 | 314750000 | -4.7 | 36 | 256 qam | 23 |
16 | 322750000 | -4.7 | 36 | 256 qam | 24 |
17 | 330750000 | -4.7 | 36 | 256 qam | 25 |
18 | 370750000 | -5.2 | 36 | 256 qam | 26 |
19 | 378750000 | -5 | 36 | 256 qam | 27 |
20 | 386750000 | -5 | 36 | 256 qam | 28 |
21 | 394750000 | -4.9 | 36 | 256 qam | 29 |
22 | 402750000 | -5.2 | 35 | 256 qam | 30 |
23 | 410750000 | -6 | 35 | 256 qam | 31 |
24 | 418750000 | -7 | 35 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35 | 69366456 | 1532213 |
2 | Locked | 36.3 | 8025606 | 1295964 |
3 | Locked | 36.3 | 7385389 | 1204837 |
4 | Locked | 36.6 | 7806482 | 1371280 |
5 | Locked | 36.3 | 7828460 | 1372041 |
6 | Locked | 36.3 | 7159879 | 1189786 |
7 | Locked | 35.7 | 6745598 | 1136183 |
8 | Locked | 36.3 | 6751580 | 1157310 |
9 | Locked | 35.7 | 7793469 | 1395714 |
10 | Locked | 35.5 | 8129655 | 1511095 |
11 | Locked | 34.7 | 8140003 | 1458109 |
12 | Locked | 34.9 | 6319237 | 1031587 |
13 | Locked | 35.5 | 5748547 | 902223 |
14 | Locked | 36.6 | 5002205 | 766686 |
15 | Locked | 36.3 | 4159501 | 597489 |
16 | Locked | 36.3 | 4204142 | 597901 |
17 | Locked | 36.3 | 3657156 | 498653 |
18 | Locked | 36.6 | 2841105 | 394997 |
19 | Locked | 36.3 | 2881976 | 402276 |
20 | Locked | 36.6 | 2497187 | 325078 |
21 | Locked | 36.6 | 2132060 | 244241 |
22 | Locked | 35.7 | 2182519 | 240913 |
23 | Locked | 35.7 | 2563622 | 318775 |
24 | Locked | 35.7 | 2856987 | 39151 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300434 | 44 | 5120 | 64 qam | 1 |
2 | 39400225 | 41.3 | 5120 | 64 qam | 4 |
3 | 46200000 | 42.3 | 5120 | 64 qam | 3 |
4 | 53700072 | 43.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 27 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 9 | 0 |
Network Log
Time Priority Description
15/06/2021 05:28:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/06/2021 05:22:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 09:09:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/06/2021 18:59:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/06/2021 17:57:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 16-06-2021 09:31
Downstream power's too low on several channels, and there's some upstream issue judging by the high timeout count. I've marked for the forum staff to advise, they'll probably need the hub in router mode to confirm the data, but because that re-boots the hub initially the connection may look quite good, when in fact the underlying problem is still there.
on 16-06-2021 09:34
Thanks Andrew
on 16-06-2021 09:42
Hi htailor23,
Thanks for posting our community forums. Really disappointed to hear that you're still experiencing drops out on both a wired and wireless connection even after a technicians visit.
I have located your account with the details provided from your community profile, and can see that indeed there are still downstream power level issues.
Due to this we would need to book another engineers appointment. I will pop you over a private message to take some details from you and get this booked in. Please click on the purple envelope to accept the chat.
Kind regards Jodi.
on 16-06-2021 10:47
Hi htailor23,
Just a quick not to say that an engineer has been booked for you now, I have sent you a private message with the date and time.
If you wish to reschedule you or cancel this appointment you can do so here.
Kind regards Jodi.
on 16-06-2021 11:13
You're very welcome htailor23,
We will see you very shortly.
Kind regards Jodi.
on 24-06-2021 05:09
Hi Jodi,
Engineer came out, removed the Attenuator, seemed ok for a while, but since yesterday, my connection is dropping again, When he removed the Attenuator, the levels on Channel 1 was around 7.5, but now since it's dropped I'm getting drop outs. Any idea's?
BQM :
https://www.thinkbroadband.com/broadband/monitoring/quality/share/40a5b5a59dd458eb78c2b611b985d3a027...
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | 4.4 | 37 | 256 qam | 9 |
2 | 210750000 | 4.1 | 37 | 256 qam | 10 |
3 | 218750000 | 4 | 37 | 256 qam | 11 |
4 | 226750000 | 3.5 | 37 | 256 qam | 12 |
5 | 234750000 | 3.4 | 37 | 256 qam | 13 |
6 | 242750000 | 3 | 37 | 256 qam | 14 |
7 | 250750000 | 2.7 | 37 | 256 qam | 15 |
8 | 258750000 | 2.9 | 37 | 256 qam | 16 |
9 | 266750000 | 3.2 | 37 | 256 qam | 17 |
10 | 274750000 | 2.7 | 37 | 256 qam | 18 |
11 | 282750000 | 0.9 | 36 | 256 qam | 19 |
12 | 290750000 | 0.7 | 36 | 256 qam | 20 |
13 | 298750000 | 2.7 | 37 | 256 qam | 21 |
14 | 306750000 | 3.2 | 37 | 256 qam | 22 |
15 | 314750000 | 3 | 37 | 256 qam | 23 |
16 | 322750000 | 2.7 | 37 | 256 qam | 24 |
17 | 330750000 | 3 | 37 | 256 qam | 25 |
18 | 370750000 | 3 | 37 | 256 qam | 26 |
19 | 378750000 | 2.7 | 37 | 256 qam | 27 |
20 | 386750000 | 2.4 | 37 | 256 qam | 28 |
21 | 394750000 | 2.5 | 37 | 256 qam | 29 |
22 | 402750000 | 2.7 | 37 | 256 qam | 30 |
23 | 410750000 | 2.5 | 37 | 256 qam | 31 |
24 | 418750000 | 1.2 | 36 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 3745512 | 715131 |
2 | Locked | 37.3 | 3582888 | 514147 |
3 | Locked | 37.6 | 3483215 | 475702 |
4 | Locked | 37.3 | 3604981 | 799866 |
5 | Locked | 37.3 | 3534393 | 804159 |
6 | Locked | 37.3 | 3353413 | 477157 |
7 | Locked | 37.3 | 3007651 | 449511 |
8 | Locked | 37.6 | 3289240 | 505966 |
9 | Locked | 37.6 | 3724280 | 736376 |
10 | Locked | 37.3 | 3778994 | 783830 |
11 | Locked | 36.6 | 3702528 | 634331 |
12 | Locked | 36.6 | 3100051 | 478234 |
13 | Locked | 37.3 | 2778052 | 450743 |
14 | Locked | 37.6 | 2422626 | 358981 |
15 | Locked | 37.6 | 2091323 | 259808 |
16 | Locked | 37.3 | 2176452 | 275814 |
17 | Locked | 37.3 | 1883616 | 202217 |
18 | Locked | 37.6 | 1557885 | 127902 |
19 | Locked | 37.6 | 1580654 | 133172 |
20 | Locked | 37.3 | 1302105 | 123655 |
21 | Locked | 37.3 | 1138578 | 98068 |
22 | Locked | 37.6 | 1129515 | 87093 |
23 | Locked | 37.3 | 1350666 | 112244 |
24 | Locked | 36.6 | 1580430 | 168792 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60299983 | 42.8 | 5120 | 64 qam | 1 |
2 | 39400111 | 40.3 | 5120 | 64 qam | 4 |
3 | 46199927 | 41.3 | 5120 | 64 qam | 3 |
4 | 53700292 | 42.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 8 | 0 |
3 | ATDMA | 0 | 0 | 21 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
Network Log
Time Priority Description
24/06/2021 00:12:25 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 00:09:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 22:03:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 21:58:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 24-06-2021 09:07
You still have lots of noise on the line which would suggest lose connections or a faulty cable somewhere. I'd check the cables and connections inside and outside the house first, and if that doesn't fix it a fault will need to be raised for the outside line to be checked.
on 24-06-2021 10:12
Hi,
all the cables inside and just outside the house was checked by the engineer last week when he removed the antenuater. So cabling and connections are fine. Must be the cable from the house to the cabinet.
on 24-06-2021 12:46
Or it could be a neighbor as your cable is effectively shared between multiple properties. Yes, you typically have your own cable to the cabinet, but the cabinet will typically just take one connection in and split it into multiple outputs, so if noise comes up one of the cables, it can then go down the others. Fixing this can be a nightmare for the engineers.