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kloopk
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Message 1 of 16
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Broadband dropping daily

I have the 230mbs package and a Superhub 2 AC and I am at almost the limit you can be from the big green street box

So I have had this issue for Ages (I gave up calling about it a year or so ago) where the broadband looses connection, the router stays powered and when it was running as a router wifi didn't drop just loose the WAN.

I put the Superhub 2 Ac in modem mode and put a draytek router on it, and the drop out only happened once a day. sadly it was a older model and only allowed 100mbs max but it was worth it for the stability.

I have now invested in a unify edge pro router and an AC lite access point so industrial grade WiFi on my side of the hub and back to the speeds I pay for.

I have spoken to VM Customer support tonight 3 individuals (40mins) and no help what so ever, they are just sending a new Superhub 2 ac. but i believe my issues are related to the powerlevels, and as such a new router wont solve it. I did ask to speak to a technical adviser that would understand the issue and not just operate a script and they claimed they where (despite asking if the other lan ports still worked while it was in modem mode and getting me to plug something in, and failing to listen when i said that they arnt supposed to work and no thats not a fault....)

heres some logs, i will attach the ones on the next disconnect as well

any advice or even just what to say the next time i attempt to talk to customer support will help.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000267000000275000000283000000291000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2117181920222324
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.183.233.132.732.431.951.691.62
RxMER (dB)37.3637.3637.3637.3637.9437.3637.9437.94
Pre RS Errors72134301436949935564923490218880
Post RS Errors288279297305292939296289

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)39400000258000003260000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)39.5037.5039.0039.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

I had to power cycle the modem a few hours ago so the logs dont show the lost connection but it stands at 17 in 15 days. 

Network Log

First TimeLast TimePriorityError NumberDescription
23/07/2019 16:25:58 GMT23/07/2019 16:25:58 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
23/07/2019 07:13:05 GMT23/07/2019 07:13:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:05 GMT23/07/2019 07:13:05 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:05 GMT23/07/2019 07:13:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:04 GMT23/07/2019 07:13:04 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:04 GMT23/07/2019 07:13:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:04 GMT23/07/2019 07:13:04 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:03 GMT23/07/2019 07:13:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:03 GMT23/07/2019 07:13:03 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:02 GMT23/07/2019 07:13:02 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:02 GMT23/07/2019 07:13:02 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:01 GMT23/07/2019 07:13:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:01 GMT23/07/2019 07:13:01 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:13:00 GMT23/07/2019 07:13:00 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:13:00 GMT23/07/2019 07:13:00 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:12:59 GMT23/07/2019 07:12:59 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:12:59 GMT23/07/2019 07:12:59 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/07/2019 07:12:59 GMT23/07/2019 07:12:59 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
23/07/2019 07:12:58 GMT23/07/2019 07:12:58 GMTCritical (3)82000200

No Ranging Response received - T3 time-out

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)299000000Locked
Ranged Upstream Channel (Hz)39400000Success
Provisioning StateOK

Operational

 

 

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Very Insightful Person
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Message 2 of 16
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Re: Broadband dropping daily

Power levels look OK but the number of T3 timeouts doesn't look good.

Might need one of the staff to check the CMTS to see if there are any SNR errors.

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

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Message 3 of 16
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Re: Broadband dropping daily

Hi kloopk 

 

We will send you a private message. 

 

Kind regards Chris 

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kloopk
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Message 4 of 16
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Re: Broadband dropping daily

Just an update for people not privy to the PM's and facing similar issues

'It looks like we have sent out a new hub for you to resolve the issue'

I will set up a thinkbroadband monitor to see when that arrives.

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Message 5 of 16
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Re: Broadband dropping daily

Hi there

 

Thanks for the message.

 

Please let us know how it goes ^ Chris 

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kloopk
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Message 6 of 16
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Re: Broadband dropping daily

So it seems there was a couple of issues at play here, and I'm glad I came to the forum to highlight my issues.

The following is said without offence to the individuals that work for Virgin media who I have spoken to, but I have had this issue for a log time and gave up calling as all i ever got was script reading.

'Have you turned it off, can you reset the modem etc etc..'

One of the superusers asked the right questions and gave the right answer. check my cables, am I still using the original coax, where is the modem located.

Something an engineer/technical advice team could have asked.

Not one to pretend I am perfect I had introduced some of the issues myself but running a 10m extension using coax designed for cctv to relocate my modem.

Coupled with a failing Superhub 2ac, VM sent out the SuperHub3 and it was installed in the original location with the original cable (from many modems ago (NTL Days)) - Still surprised the hub didn't come with a new one)

before.PNGBeforeafter.PNGafter

So touch carbohydrate foam, things have settled and my Broadband monitor is showing positive connection, and for the last few days my Live streaming etc has not been interrupted.

So cheers Smiley Happy

 

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Message 7 of 16
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Re: Broadband dropping daily

Happy to hear this kloopk.

 

Please keep monitoring it and let us know if you experience anymore issues.

 

Regards,

 

Lisa

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kloopk
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Message 8 of 16
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Re: Broadband dropping daily

Ah so as visible from the broadband monitor in my signature, i am experiencing dropouts again. yesterday and today.

what is the next step now that I have the new hardware (super hub), and we know that the issue is most likely outside of my home, are we at engineer stage yet.

05-08-19.PNG

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kloopk
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Message 9 of 16
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Re: Broadband dropping daily

Network Log

Time Priority Description

01/08/2019 04:01:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:01:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:02:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:02:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:02:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2019 04:02:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:11criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 13:54:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000003.996512016 qam1
2258000003.771512016 qam4
3326000003.746512016 qam3
4394000003.821512016 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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kloopk
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Message 10 of 16
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Re: Broadband dropping daily

Downstream bonded channels

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

1323000000333256 qam24
21390000008.933256 qam1
31470000008.933256 qam2
41550000008.933256 qam3
51630000008.534256 qam4
61710000008.634256 qam5
71790000008.134256 qam6
81870000008.133256 qam7
91950000007.534256 qam8
102030000006.534256 qam9
112110000006.434256 qam10
122190000005.533256 qam11
132270000005.533256 qam12
142350000004.533256 qam13
152430000004.533256 qam14
162510000003.733256 qam15
172590000004.133256 qam16
18267000000433256 qam17
19275000000433256 qam18
20283000000433256 qam19
212910000003.533256 qam20
222990000003.933256 qam21
233070000003.533256 qam22
243150000003.233256 qam23



Downstream bonded channels

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

1Locked33.997760
2Locked33.4271570
3Locked33.3232370
4Locked33.864020
5Locked34.323680
6Locked34.414770
7Locked34.418380
8Locked33.952400
9Locked34.315660
10Locked34.323380
11Locked34.334850
12Locked33.8108110
13Locked33.4260560
14Locked33.4213860
15Locked33.4129430
16Locked33357700
17Locked33470980
18Locked33.4210160
19Locked33.4178620
20Locked33.880100
21Locked33.4259280
22Locked33.3410550
23Locked33.4326510
24Locked33.9169580
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