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Intermittant connection

We have had Virgin at this property for about 3 years with no problems until about 3 weeks ago. when the broadband started dropping out.

Contacted Virgin and they sent out an engineer who replaced the hub, this made no difference as it dropped out again about an hour after his visit.

Second engineer came and confidently stated that it was due to a faulty Cat5 cable being used, we therefore unplugged everything, just using the WIFI but the broadband still kept dropping out.

When it happend it apears that the hub just crashes, cannot acess it via WiFi or cabled connection.

I have checked all the connection on the property are tight.

Does anyone have any idea what the problem could be and how to solve it ? 

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Re: Intermittant connection

As it is always asked for I have attached the log from the Hub3

Time Priority Description
01/01/1970 00:01:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:50:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:16:55 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 19:49:38 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 05:46:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 18:04:28 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 21:19:15 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:40:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:40:38 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:18:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 07:06:30 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 02:50:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 20:58:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 20:34:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 20:21:2 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 07:41:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Intermittant connection

Can you post your upload/download stats too?

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Re: Intermittant connection

Upstream / Downstream infor as requested, thanks for your assistance

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 187000000 -4 36 256 qam 7
2 195000000 -3.7 36 256 qam 8
3 203000000 -3.7 36 256 qam 9
4 211000000 -4 36 256 qam 10
5 219000000 -4.2 36 256 qam 11
6 227000000 -4.4 36 256 qam 12
7 235000000 -4.4 36 256 qam 13
8 243000000 -4.5 36 256 qam 14
9 251000000 -4.2 36 256 qam 15
10 259000000 -3.5 36 256 qam 16
11 267000000 -3.4 36 256 qam 17
12 275000000 -3.5 36 256 qam 18
13 283000000 -3.5 36 256 qam 19
14 291000000 -3.9 36 256 qam 20
15 299000000 -4 36 256 qam 21
16 307000000 -3.7 36 256 qam 22
17 315000000 -3.7 37 256 qam 23
18 323000000 -3.5 37 256 qam 24
19 443000000 -4.5 37 256 qam 25
20 451000000 -4.2 37 256 qam 26
21 459000000 -4.4 37 256 qam 27
22 467000000 -4.5 36 256 qam 28
23 475000000 -4.7 37 256 qam 29
24 483000000 -4.5 36 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.3 44 0
2 Locked 36.3 19 0
3 Locked 36.6 18 0
4 Locked 36.3 21 0
5 Locked 36.6 22 0
6 Locked 36.6 39 0
7 Locked 36.6 28 0
8 Locked 36.6 38 0
9 Locked 36.6 22 0
10 Locked 36.6 23 0
11 Locked 36.6 24 0
12 Locked 36.6 21 0
13 Locked 36.3 23 0
14 Locked 36.3 30 0
15 Locked 36.3 49 0
16 Locked 36.6 42 0
17 Locked 37.3 43 0
18 Locked 37.3 38 0
19 Locked 37.3 301 0
20 Locked 37.3 532 0
21 Locked 37.3 586 0
22 Locked 36.6 1045 0
23 Locked 37.3 895 0
24 Locked 36.6 1535 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700039 4.375 5120 64 qam 6
2 60300000 4.375 5120 64 qam 5
3 46200000 4.3 5120 64 qam 7
4 39400000 4.25 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 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

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Re: Intermittant connection

Thank you for providing us with that information, 

 

I am going to pop you a PM so that I can look further into this. 

 

Kind regards,

Zak_M

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