Internet: Access denied

[Mrb82]

Several times a week, my connection just drops.

It can last an hour at a time, sometimes longer, logging into the router (hub 3.0) it shows internet highlighted in red and says "Access denied" I can reboot the router and I've also tried shutting off power to the fibre box outside but it won't reconnect any quicker, if left alone it will reconnect eventually. 

I've copied some of the logs from this evening when it dropped out.

Thanks if anyone can help!

13/02/2022 18:40:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:40:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:40:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:39:21 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:28 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:28 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:11 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:35:10 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:34:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:34:33 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:34:33 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:33:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:33:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2022 18:29:10 critical SYNC Timing 

Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Mrb82]

Here's some of the downstream stats, the post RS errors have shot up this morning, they were mostly on 0 last night, along with some more sync failure and RCS partial service in the logs. This is from turning my PC on at 8:06 this morning, sometimes just turning the PC on and letting it do its updates is enough to knock the whole connection offline for 20-30 minutes.

I've checked all the relevant co-ax connections but they are all tight, it's a new install on a new Virgin FTTP area so everything from my wiring to the street cabinet is all new.

Downstream bonded channels

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

1	139000000	0.7	40	256 qam	1
2	147000000	1	40	256 qam	2
3	155000000	1.2	40	256 qam	3
4	163000000	1	40	256 qam	4
5	171000000	0.7	40	256 qam	5
6	179000000	0.7	40	256 qam	6
7	187000000	0.5	38	256 qam	7
8	195000000	0.7	40	256 qam	8
9	203000000	0.5	40	256 qam	9
10	211000000	0.7	38	256 qam	10
11	219000000	1	40	256 qam	11
12	227000000	1.2	40	256 qam	12
13	235000000	1.4	40	256 qam	13
14	243000000	1.4	40	256 qam	14
15	251000000	1.4	40	256 qam	15
16	259000000	1.4	40	256 qam	16
17	267000000	1	40	256 qam	17
18	275000000	0.9	40	256 qam	18
19	283000000	0.9	40	256 qam	19
20	291000000	0.5	40	256 qam	20
21	299000000	0.5	40	256 qam	21
22	307000000	0	40	256 qam	22
23	315000000	0	40	256 qam	23
24	323000000	0	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	66465	42966
2	Locked	40.3	86176	38133
3	Locked	40.3	70132	39478
4	Locked	40.3	36996	38454
5	Locked	40.3	38038	35924
6	Locked	40.3	7173	33673
7	Locked	38.9	2747	33163
8	Locked	40.3	2460	31982
9	Locked	40.3	2288	29166
10	Locked	38.9	1683	26604
11	Locked	40.3	1639	26595
12	Locked	40.9	1318	22548
13	Locked	40.9	1310	21038
14	Locked	40.9	1152	21713
15	Locked	40.3	972	17394
16	Locked	40.9	983	17539
17	Locked	40.3	962	17811
18	Locked	40.9	979	16690
19	Locked	40.9	900	18620
20	Locked	40.3	1028	17450
21	Locked	40.3	992	17450
22	Locked	40.9	1037	16121
23	Locked	40.3	1060	15914
24	Locked	40.3	972	18363

Network Log

Time Priority Description

14/02/2022 08:28:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 08:06:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

You have too many PostRS errors and SYNC messages.  Looks like noise on the circuit is causing the Hub to loose connection.

Also post the Upstream logs from completeness.  You should also setup a BQM to monitor and record your circuit.  www.thinkbroadband.com/ping

[Mrb82]

Upstream bonded channels

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

1	46200000	33.5	5120	32 qam	9
2	39400000	33.8	5120	32 qam	10
3	53700000	33.5	5120	32 qam	8
4	60300000	33.5	5120	32 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	54	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	0	0

I did start a BQM last night, it does show some red at around 8am this morning.

[Mrb82]

Before I leave for work, I thought I'd post this as I've had connection problems with Microsoft Teams over the last hour or so, I managed to copy the amount of RS errors from the status page, but just after this the whole connection dropped again and took 10 minutes come back, they have now reset to 0

Also from what I've read online, the hub 3.0 i have shouldn't have an orange light? It has been like this the whole time I've had it, not sure if that is connected to my issues? Difficult to make out in the picture but it is a really orange light in person.

Downstream bonded channels

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

1	Locked	40.3	647027	877078
2	Locked	40.9	369754	231329
3	Locked	40.9	1100439	964035
4	Locked	40.9	811216	1512098
5	Locked	40.3	111202	314677
6	Locked	40.3	693198	750169
7	Locked	40.3	902459	241162
8	Locked	40.3	200539	76386
9	Locked	40.3	200906	75026
10	Locked	40.3	100869	178671
11	Locked	40.3	100331	180358
12	Locked	40.3	179848	80774
13	Locked	40.3	188904	63788
14	Locked	40.9	188740	63282
15	Locked	40.9	187359	56503
16	Locked	40.3	112662	147977
17	Locked	40.9	47267	224836
18	Locked	40.9	65905	199804
19	Locked	40.9	181233	46651
20	Locked	40.3	154882	37753
21	Locked	40.3	151474	40660
22	Locked	40.3	151342	40697
23	Locked	40.9	155879	36730
24	Locked	40.3	163544	39766

[jpeg1]

There are serious problems with your connection.

1. Far too many downstream data errors due most likely to noise on the circuit

2. Upstream signal levels very low, and only 32 QAM instead of 64 QAM.

These faults may or may not be the sole causes for your difficulties, but they need fixing by a technician visit as the first step. 

[Mrb82]

Connection has been up and down this morning, it seems like whenever my connection starts to drop, and my VOIP software starts giving me high latency warnings, i can't even log onto the router to have a look at the stats, it just times out and returns with a "Hello! please choose language" page, like I'm setting it up for the first time, or it has had a factory reset? The router uptime still said 7 days when i checked so i'm pretty sure it hadn't rebooted or anything.

I did have a look at the downstream and upstream stats, the power levels were mostly around -9 to -14, lots of post RS errors mainly around channels 4-12 and on the upstream, channel 2 had 16 T3 timeouts, but unfortunately, when i came to copy and paste them in here, the router became unresponsive and each time that happens, everything resets and everything is showing zero now. 

Spent about an hour on the phone to Virgin tech support, while the guy was genuinely trying to be helpful and didn't walk me through any unnecessary steps, he concluded there was nothing wrong with my wiring, and my connection was going to be monitored. here's todays BQM anyway

[Travis_M]

Hi @Mrb82

Thanks for the reply

How has your connection been since posting? Have you experienced any improvements?

Regards

[Mrb82]

It's been ok the past couple of days, I was told over the phone there had already been an issue reported so hopefully it was that and has now been fixed.

Thanks

[Beth_G]

Hi Mrb82,

Thanks for getting back to us, I'm really pleased to hear it seems to be better at the moment.

If you do require any further assistance from us please don't hesitate to get back in touch and we'll be happy to help.

Kind regards