Virgin Media Community

[joelang6126]

Hell Guys.

Since new year my service has been dropping out every so often which is now a regular occurrence each day now. I had trouble with noise on the line before but that was many years ago, the connection has been very, very reliable until now.

I assumed this was down to my Draytek router at first which I replaced with a pfSense box and then another PfSense box. Nothing has made any difference, I guessing there's an issue with the super hub or noise on the line again.

I've been through all the basic help stuff and online checks, Could someone from Virgin have a look into this for me please?

Upstream bonded channels

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

1	53700000	43.5	5120	64 qam	2
2	46200000	43.8	5120	64 qam	3
3	39400000	44	5120	64 qam	4
4	60300000	43.5	5120	64 qam	1

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	1	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	291000000	7.6	40	256 qam	20
2	203000000	7.3	40	256 qam	9
3	211000000	7.5	40	256 qam	10
4	219000000	7.5	40	256 qam	11
5	227000000	7.4	40	256 qam	12
6	235000000	7.5	40	256 qam	13
7	243000000	7.4	40	256 qam	14
8	251000000	7.5	40	256 qam	15
9	259000000	7.8	40	256 qam	16
10	267000000	7.9	40	256 qam	17
11	275000000	7.6	40	256 qam	18
12	283000000	7.6	40	256 qam	19
13	299000000	7.8	40	256 qam	21
14	307000000	7.9	40	256 qam	22
15	315000000	8	40	256 qam	23
16	323000000	7.9	40	256 qam	24
17	331000000	8	38	256 qam	25
18	371000000	7.4	40	256 qam	26
19	379000000	7.5	40	256 qam	27
20	387000000	7.5	40	256 qam	28
21	395000000	7.8	40	256 qam	29
22	403000000	7.5	40	256 qam	30
23	411000000	7.6	40	256 qam	31
24	419000000	7.6	40	256 qam	32

Downstream bonded channels

Network Log

Time Priority Description

03/03/2022 23:26:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 16:00:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 08:07:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 08:07:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 08:07:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 08:07:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 08:07:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 22:51:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 18:49:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 14:41:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 06:46:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 22:58:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Stats all look fine, but the MDD and SYNC errors are not good.

Setup a BQM to monitor the state of the circuit and post the shared link after 24 hours.   www.thinkbroadband.com/ping

Once done we can comment.

By the way, I also use a Draytek router and it's performing without issue.   😉

[Paul_DN]

Hi joelang6126,

Thank you for reaching out to us in our community and welcome back, sorry to hear you are getting connection drops which are increasing, I have been able to locate you on our system with the details we have for you and after further checks can see there is a short term connection issue, this is being monitored our end and should be resolved shortly.

Please can you check all your internal connections are hand tight, this includes any splitters and equipment.

Regards

Paul.

[joelang6126]

Hello Paul

Thanks for getting back to me. I confirmed all the connections are secure, still getting dropouts today.

[joelang6126]

I started a BQM on friday, link below....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0c02a726e16aba7001d1ec7af9965bac1dc3916b

I don't think it's working properly though lol 

[Molly_T]

Hi joelang6162, thank you for keeping us updated. 

Having checked our systems sadly I have been unable to see the disconnections you have been having as your hub is in modem mode. However, I have been able to identify an issue with one of the channel power levels that bring signal into your home from the exchange. This will require a technician to fix. I will send you a PM to confirm a few details and get this booked in for you in the first available slot. You can find the PM in the top right corner of the page in your Inbox. 
All the best. 

[Molly_T]

Hi All, thank you to joelang6126 for PMing with me. 

An appointment has now been booked in the first available slot to get this resolved. You should be able to view the appointment within 24 hours here. 

If you can return to this thread following the appointment with an update on your service, we can offer any further support if needed. Hope the appointment goes well! 

All the best. 

[joelang6126]

Good Morning Molly

An update on the issue. Engineer arrived in good time on the day appointed. The drop line connection was suffering from heavy corrosion coupled with an issue in the street cabinet. The engineer had it all repaired within 30 mins, with downstream/upstream locked to all channels.

However....

It seems I've been suffering a few issues combined. Originally, I had the issue down to my Draytek router I was using in combination with the SH3 in modem mode. Due to this I replaced this with a pfSense based box and also a pfSense virtual machine. After some research I've discovered there's an incompatibility between the SH3 and pfSense where the SH3 drops the connection between them. See below for a link to this issue.

https://forum.kitz.co.uk/index.php/topic,24600.240.html

https://community.virginmedia.com/t5/Forum-Archive/Superhub3-issues-for-many-if-pfSense-firewalls-us...

This drop occurs every 15 mins and seems be down to a firmware update made to the SH3 some time ago. Apparently these devices have issues with UDP traffic. Would it be possible for you guys to send me a replacement SH3 or possibly SH4 to see if this fixes the broken firmware issue?

In the meantime I’m currently using OPNsense firewall in a Virtual Machine which doesn’t disconnect as much as pfSense but it’s still not a 100% stable connection though.

Regards
Joe

[joelang6126]

Or preferably a SH2AC which is known not to suffer from UDP issues.

[muffintastic]

---

@joelang6126 wrote:

Or preferably a SH2AC which is known not to suffer from UDP issues.

---

You'll find the SH2AC is now defunct.

Virgin won't replace the SH3 without a good reason either. Unless you go for the Gig1 package you'll get a SH3 then. 😒