Virgin Media Community

[trac09]

Hi, my broadband has been disconnecting frequently in the past couple of weeks, with the Hub 3.0 restarting automatically, and some intermittent speed issues as well. I've reset the Hub, re-checked physical connections etc, but no luck. I'm running it in Modem mode with an Asus router. We had problems with the connection several months back, and they replaced the cabling in the street and it's worked perfectly since then, until very recently. Any advice based on the logs below? Thank you

[trac09]

Network Log

Time Priority Description

17/10/2021 10:29:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:27:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:39	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:26:15	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:25:26	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:10:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:10:3	Error	DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:07:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:05:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:52	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:04:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 10:01:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	386750000	-7.9	34	256 qam	32
2	234750000	-5	36	256 qam	13
3	242750000	-5.7	36	256 qam	14
4	250750000	-6	36	256 qam	15
5	258750000	-5.9	35	256 qam	16
6	266750000	-4.5	35	256 qam	17
7	274750000	-4.5	36	256 qam	18
8	282750000	-5.5	36	256 qam	19
9	290750000	-5.9	36	256 qam	20
10	298750000	-5	35	256 qam	21
11	306750000	-5.4	35	256 qam	22
12	314750000	-6.4	34	256 qam	23
13	322750000	-7	33	256 qam	24
14	330750000	-6.7	31	256 qam	25
15	338750000	-6	31	256 qam	26
16	346750000	-6.2	32	256 qam	27
17	354750000	-7.2	33	256 qam	28
18	362750000	-7.7	34	256 qam	29
19	370750000	-7	35	256 qam	30
20	378750000	-7.2	35	256 qam	31
21	394750000	-7.9	35	256 qam	33
22	402750000	-7.4	35	256 qam	34
23	410750000	-6.2	35	256 qam	35
24	418750000	-6	35	256 qam	36

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	34.9	2177747	0
2	Locked	36.3	64290	0
3	Locked	36.3	16838	0
4	Locked	36.3	1188	0
5	Locked	35.7	13453	0
6	Locked	35.7	6485	0
7	Locked	36.6	798	0
8	Locked	36.3	1278	0
9	Locked	36.6	280	0
10	Locked	35.7	154	0
11	Locked	35.5	3363	0
12	Locked	34.7	1271208	10780
13	Locked	33.1	1589961	618158
14	Locked	31.4	993017	1781376
15	Locked	31.2	1052049	1983354
16	Locked	32.3	1135972	1777002
17	Locked	33.2	2056162	705440
18	Locked	34.2	1752672	1104
19	Locked	35.5	288006	0
20	Locked	35	1068361	0
21	Locked	35.5	1178600	0
22	Locked	35.5	1482782	0
23	Locked	35.7	1831720	0
24	Locked	35.7	1727444	0

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

1	32599998	41.3	5120	64 qam	5
2	25799996	41.3	5120	32 qam	6
3	39400041	41.3	5120	64 qam	4
4	46199991	43.3	5120	64 qam	3

[jbrennand]

What are the various lights doing on the Hub when these disconnects happen? Whats the evidence of restarting - you havent posted any Hub stats or logs or a BQM?

[trac09]

Hi John, thanks for replying - not sure what you mean by not posting any Hub stats or logs, the network log and bonded channels etc are in the post above? Is there anything else I should be posting? When it resets, the lights go off, then as it comes back up the white light flashes for a while, then the green light flashes for a while, sometimes the green arrows flash for a brief time, then the light goes to a solid magenta and it works again.

[jbrennand · Accepted solution]

Yes sorry - I meant to say post the BQM (set it up as per below). That said - your connection is awful all over the place and only a Tech visit will sort that - unless there is a known fault - check for that as well - I will flag for VM to respond on here asap.
_________________________________________

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
___________________________________________


If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[blwebber]

Funny enough I'm having the same issue with the Hub 3. Light has been permanently red for some time now, even when the room isn't particularly warm. 

Random loss of internet then the hub reboots itself with all lights flashing through a sequence.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	651000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	651000000	3	40	256 qam	31
2	475000000	1.5	38	256 qam	9
3	483000000	3.4	38	256 qam	10
4	491000000	3	38	256 qam	11
5	499000000	3.7	38	256 qam	12
6	507000000	3.2	38	256 qam	13
7	515000000	3.7	40	256 qam	14
8	523000000	3.5	38	256 qam	15
9	531000000	3.7	40	256 qam	16
10	539000000	3.5	40	256 qam	17
11	547000000	3.5	38	256 qam	18
12	555000000	3.2	38	256 qam	19
13	563000000	3.5	40	256 qam	20
14	571000000	2.9	38	256 qam	21
15	579000000	3.2	38	256 qam	22
16	587000000	2.7	38	256 qam	23
17	595000000	2.7	40	256 qam	24
18	603000000	3.2	38	256 qam	25
19	611000000	3.4	40	256 qam	26
20	619000000	3.2	40	256 qam	27
21	627000000	3	40	256 qam	28
22	635000000	3	38	256 qam	29
23	643000000	3.5	40	256 qam	30
24	659000000	3.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	852149	820182
2	Locked	38.6	16550	2023
3	Locked	38.9	16812	1977
4	Locked	38.6	27520	2267
5	Locked	38.6	24824	1637
6	Locked	38.9	35443	2638
7	Locked	40.3	31271	1643
8	Locked	38.9	39742	1758
9	Locked	40.3	33291	1781
10	Locked	40.9	35634	1902
11	Locked	38.9	49496	1708
12	Locked	38.9	49997	1730
13	Locked	40.3	47928	1614
14	Locked	38.9	62643	2112
15	Locked	38.9	65708	1383
16	Locked	38.9	99860	2020
17	Locked	40.3	92582	1635
18	Locked	38.6	130024	2097
19	Locked	40.3	108671	1880
20	Locked	40.3	145686	2117
21	Locked	40.3	177551	2304
22	Locked	38.9	205780	2556
23	Locked	40.3	221674	2784
24	Locked	40.3	165859	2942

Upstream bonded channels

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

1	39400000	34.5	5120	64 qam	6
2	46200000	34.8	5120	64 qam	5
3	32600000	34.5	5120	64 qam	7
4	25800000	34.5	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[blwebber]

Network Log

Time Priority Description

17/10/2021 18:25:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:25:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:20:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:20:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:17:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:17:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:16:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:15:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:15:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:12:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:12:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 18:09:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Martin_N]

Hi trac09,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the broadband issue you're having. 

I am unable to locate your account from our side and so what I will do is private message you so we can look into this. 

^Martin

[Martin_N]

Hi trac09, 

As per our discussion, we do have an reported issue in your area.

The fault reference is: F008754494.

The estimated fix date is: 29 OCT 2021 14:00

^Martin

[trac09]

Thanks for flagging this John - appreciate the help.