Increasing Disconnections

[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;

[muffintastic]

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@muffintastic wrote:

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@joelang6126 wrote:

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

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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. 😒

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SH4 then. 😏*

[joelang6126]

Hmm yeah, well everything has be much more stable using the OPNsense VM I made. I still occasionally get the dropouts between the SH3 and OPNsense but it's way better than before.

Tomorrow I'll spin up the pfSense VM and try that again.

To Virgin Media, have you guys pushed a firmware update to the SH3 or changed something your side? It would be helpful to know?

[joelang6126]

Virgin Mods, any chance of a response to my request please?

[muffintastic]

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@joelang6126 wrote:

Virgin Mods, any chance of a response to my request please?

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That release of the FW is nearly two years old according to this post: https://community.virginmedia.com/t5/Tech-Chatter/New-HUB-3-firmware-9-1-1912-304/m-p/4523636/highli... - Sure the hub isn't slowly on it's way out in a painful way at all? Running the same hub on the same FW and using an external router; Asus 86U. Or there could be a fault at house level or street level, however if "technicians" have determined that there is nothing wrong maybe it's the actual hub to question.

[joelang6126]

It's a definite known issue with the hubs. Of course I can't test it out as they now appear to be ignoring me.

[muffintastic]

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@joelang6126 wrote:

It's a definite known issue with the hubs. Of course I can't test it out as they now appear to be ignoring me.

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I'll be honest never noticed any drop outs with my setup, but I've ditched the routing part of the hub and set it up with 3rd party router. Can't you try a normal router for a few days or borrow one? Try hard resetting the Hub, no setup then modem modem then a 3rd party router.

Maybe your hub is slowly on it's way out. Hardware doesn't last forever. Report back your findings. 

[joelang6126]

I'm using dedicated hardware both virtual and physical and enterprise class firewalls. Also the SH3 needs power cycled when switching between routers as it refuses to hand out the WAN IP until it's done so. Apparently this is down to the "MAX-CPE" setting Virgin have hard coded to the device.

[joelang6126]

I'm still getting these constant disconnections guys. Could you please look into this?

[legacy1]

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@joelang6126 wrote:

Also the SH3 needs power cycled when switching between routers as it refuses to hand out the WAN IP until it's done so. Apparently this is down to the "MAX-CPE" setting Virgin have hard coded to the device.

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Yes VM only gives out one WAN IP per One MAC at a time 

if you can connect a PC with two NIC one to the hub in modem mode the other to your router with ICS on the PC for testing setup a BQM and allow ICMP inbound for remote IP 80.249.99.164

Broadband Quality Monitor | thinkbroadband

[joelang6126]

I get that mate but I've been running with a few OPN & PF sense vms on many different servers. I'm still getting random disconnections.

VM need to look in to this....