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Ritchie72
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Message 1 of 22
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Connection dropping repeatedly

Hi Community,

I wonder if anyone can offer me any advice. I've been having problems with my broadband. The connection drops several times a day and has been going on for months. Some days are better and it only drops out once and looking back at the logs this can sometimes happen when I'm not using it so can give the impression that it is finally fixed only to then have multiple errors the next day. I have run the only tests multiple time, "Chatted" with the support team (for seven hours one Sunday). Ive disconnected my power line adapters, I've run tests on the Ethernet ports. Called the automated phone lines, spoken to tech support, had three visits from engineer, who have changed all the filters in the line, changed all the connector both inside and outside, fixed errors in the street cabinet, double checked all the connector, performed factory resets on the super hub 3 and eventually replaced the super hub 3 too. But I still drop out at least once a day. It's very very frustrating. I can't fault the engineers, they seem to be genuinely trying to help, the tech support is less helpful and feels like I'm being fobbed off but I could live with that if my broadband was stable.

Is any one able to offer me any advice, I can see that other people have uploaded screenshots of there Hub Status and I've mention that I've taken screenshots to the tech support and engineer but no one seems to want to look at them. Are these useful to help diagnose the problems? One engineer mentioned the that the Post RS errors should be in the range of 800 but mine always seem to be between 20,000 and 500,000 about two hours after the engineers leave.

Any advice about how I can get this fixed would be gratefully appreciated.

Let me see if I can include a screenshot below...

Screenshot 2019-07-31 at 08.48.04.png

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dgxpert
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Message 2 of 22
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Re: Connection dropping repeatedly

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jbrennand
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Message 3 of 22
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Re: Connection dropping repeatedly

Post RS errors are cumulative - so it would be best to reset the counters to 0 by re-booting the Hub before you do this below - then monitor them for the next few hours/days and see if they are accumulating quicker than is normal.

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. 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.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ritchie72
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Message 4 of 22
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Re: Connection dropping repeatedly

Thanks dgxpert. Yes, that sounds like you're having very similar issues.

I've just tried the Service Status phone number and there are apparently no issues at the moment. I guess it's only useful during the 10-45 minutes that the connection drops out.

I'll keep my eye on your thread, for any advice.
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dgxpert
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Message 5 of 22
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Re: Connection dropping repeatedly

I just noticed there's another customer posted having the same problem and they're only a couple of miles away from me in an adjacent postcode area:

https://community.virginmedia.com/t5/QuickStart-set-up-and/LS18-Horsforth-broadband-problems-for-ove...

By any chance are you in a similar area to us?

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Ritchie72
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Message 6 of 22
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Re: Connection dropping repeatedly

No Sorry, I'm not sure I could be much further away. SO18. It sounds so similar though.

At a convenient moment last night, I reset my router so I could gather stats about the build up of errors over the next few days.

Unfortunately within about 45 mins connection was lost again, interrupting my daughter's gaming session with a friend, so she "rage" switched-off the hub again

Next week is going to be difficult to consistently monitor activity, so I will have to come back to the forum the following week. Hope you manage to get your problem sorted in the mean time.

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Ritchie72
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Message 7 of 22
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Re: Connection dropping repeatedly

Hi jbrennand,

 

So I've just re-booted the hub and so the current stats are as follows. I shall post further data as the faults accumulate. Thanks for your help.

Downstream bonded channels

 

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

1 402750000 6.5 40 256 qam 25

2 194750000 6.4 40 256 qam 8

3 202750000 6.4 40 256 qam 9

4 210750000 6.5 40 256 qam 10

5 218750000 6.6 40 256 qam 11

6 226750000 6.5 40 256 qam 12

7 234750000 6.5 40 256 qam 13

8 242750000 6.5 40 256 qam 14

9 250750000 6.3 40 256 qam 15

10 258750000 6.3 40 256 qam 16

11 266750000 6.1 40 256 qam 17

12 274750000 6 40 256 qam 18

13 282750000 6.1 40 256 qam 19

14 290750000 6.3 40 256 qam 20

15 298750000 6.3 40 256 qam 21

16 306750000 6.3 40 256 qam 22

17 314750000 6.1 40 256 qam 23

18 322750000 6 40 256 qam 24

19 410750000 6.6 40 256 qam 26

20 418750000 6.6 40 256 qam 27

21 426750000 6.5 40 256 qam 28

22 434750000 6.5 40 256 qam 29

23 442750000 6.5 40 256 qam 30

24 450750000 6.4 40 256 qam 31

 

 

Downstream bonded channels

 

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

1 Locked 40.3 8 0

2 Locked 40.9 5 0

3 Locked 40.3 5 0

4 Locked 40.3 6 0

5 Locked 40.3 6 0

6 Locked 40.9 4 0

7 Locked 40.3 5 0

8 Locked 40.3 1 0

9 Locked 40.3 0 0

10 Locked 40.9 5 0

11 Locked 40.9 1 0

12 Locked 40.3 4 0

13 Locked 40.9 6 0

14 Locked 40.9 7 0

15 Locked 40.9 6 0

16 Locked 40.3 6 0

17 Locked 40.9 6 0

18 Locked 40.9 1 0

19 Locked 40.3 1 0

20 Locked 40.9 4 0

21 Locked 40.3 5 0

22 Locked 40.9 6 0

23 Locked 40.9 6 0

24 Locked 40.9 1 0

 

 

Upstream bonded channels

 

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

1 32600000 4.45 5120 16 qam 9

2 25800000 4.425 5120 16 qam 10

3 53700000 4.45 5120 16 qam 11

4 60300000 4.475 5120 16 qam 12

 

 

 

Upstream bonded channels

 

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 0 0

4 ATDMA 0 0 0 0

 

 

Network Log

 

Time Priority Description

12/08/2019 11:21:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:39:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:39:54 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:39:54 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:39:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:40:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:40:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:40:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:40:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 11:40:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 12:39:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Roger_Gooner
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Message 8 of 22
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Re: Connection dropping repeatedly

The logs confirm connection dropouts. Can you put your hub into modem mode and check speeds with speedtest.net.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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jbrennand
Alessandro Volta
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Message 9 of 22
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Re: Connection dropping repeatedly

Ritchie: Hub stats look ok but the logs are showing too many timeouts in a short period of time. It needs a superuser to comment but it looks as if you will need a technician's visit to investigate.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ritchie72
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Message 10 of 22
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Re: Connection dropping repeatedly

So approx 50 minutes later and the data is...

Downstream bonded channels

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

1 402750000 6.5 40 256 qam 25

2 194750000 6.3 40 256 qam 8

3 202750000 6.3 40 256 qam 9

4 210750000 6.5 40 256 qam 10

5 218750000 6.5 40 256 qam 11

6 226750000 6.5 40 256 qam 12

7 234750000 6.4 40 256 qam 13

8 242750000 6.3 40 256 qam 14

9 250750000 6.1 40 256 qam 15

10 258750000 6.1 40 256 qam 16

11 266750000 6 40 256 qam 17

12 274750000 5.9 40 256 qam 18

13 282750000 6 40 256 qam 19

14 290750000 6 40 256 qam 20

15 298750000 6.1 40 256 qam 21

16 306750000 6 40 256 qam 22

17 314750000 6 40 256 qam 23

18 322750000 6 40 256 qam 24

19 410750000 6.5 40 256 qam 26

20 418750000 6.5 40 256 qam 27

21 426750000 6.4 40 256 qam 28

22 434750000 6.4 40 256 qam 29

23 442750000 6.4 40 256 qam 30

24 450750000 6.1 40 256 qam 31

 

 

Downstream bonded channels

 

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

1 Locked 40.9 69148 122881

2 Locked 40.9 15702 64920

3 Locked 40.9 15170 63973

4 Locked 40.3 15098 67896

5 Locked 40.9 13826 76893

6 Locked 40.9 13660 75312

7 Locked 40.3 52771 206131

8 Locked 40.3 13512 68935

9 Locked 40.3 13485 67277

10 Locked 40.3 13138 65623

11 Locked 40.9 13298 60001

12 Locked 40.3 13154 62220

13 Locked 40.9 13183 57169

14 Locked 40.3 13216 58742

15 Locked 40.3 67184 157565

16 Locked 40.9 69752 154126

17 Locked 40.3 71880 149914

18 Locked 40.3 72603 142435

19 Locked 40.3 68745 121594

20 Locked 40.9 67701 119774

21 Locked 40.3 67034 116019

22 Locked 40.9 65622 118376

23 Locked 40.3 64310 113583

24 Locked 40.3 63394 115256

 

 

Upstream bonded channels

 

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

1 32600000 4.475 5120 16 qam 9

2 25800000 4.425 5120 16 qam 10

3 53700000 4.5 5120 16 qam 11

4 60300000 4.5 5120 16 qam 12

 

 

 

Upstream bonded channels

 

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 0 0

4 ATDMA 0 0 0 0

 

 

Network Log

 

Time Priority Description

12/08/2019 13:49:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:49:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:38 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:38 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 13:50:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Jbrennand, thanks for your help and advice. Hopefully these stats will mean something to them.

Roger, I've a feeling that I tried to download and install the network monitoring software before but it is PC and and I'm using a Mac. I'll try to see if there is anything else available.

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