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Samit_p
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Message 1 of 13
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Loss of wired and wireless connection

During routine use there is an intermittent loss of all wireless and wired connections to broadband. This can be very frequent sometimes multiple times per hour lasting for up to 10 minutes each time. There are no unusual lights on the super hub 3.0 when this occurs.

Less frequently approximately 5 times per day the main light turns green followed by the wifi and internet connection arrows turning green. This also results in the same loss of connection on all devices.

I have contacted virgin by phone multiple times and engineers have changed the hub twice. Once they changed connectors inside the property and outside to the distribution box mounted on the block of flats. None of this has resolved the problem.

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Samit_p
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Message 2 of 13
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Re: Loss of wired and wireless connection

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11707500001.237256 qam5
2138750000037256 qam1
31467500000.537256 qam2
4154750000137256 qam3
5162750000137256 qam4
61787500001.938256 qam6
71867500001.737256 qam7
81947500001.538256 qam8
9202750000238256 qam9
102107500002.438256 qam10
11218750000238256 qam11
12226750000237256 qam12
132347500002.538256 qam13
142427500002.238256 qam14
152507500002.238256 qam15
162587500002.537256 qam16
172667500002.738256 qam17
182747500001.937256 qam18
19282750000237256 qam19
202907500002.738256 qam20
212987500002.738256 qam21
223067500002.738256 qam22
233147500003.238256 qam23
243227500003.438256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3797844724
2Locked37.3625952301844
3Locked37.310560382817
4Locked37.338314884279
5Locked37.6639656212428
6Locked38.9458131100968
7Locked37.621802860254
8Locked38.6543951181
9Locked38.6527251863
10Locked38.6535744582
11Locked38.9561044712
12Locked37.6566144374
13Locked38.9551741710
14Locked38.6545745933
15Locked38.6520946925
16Locked37.6519043879
17Locked38.6557542985
18Locked37.6572440803
19Locked37.6559537041
20Locked38.6537636263
21Locked38.6562238383
22Locked38.6541138386
23Locked38.6528937371
24Locked38.6522540887
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Samit_p
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Message 3 of 13
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Re: Loss of wired and wireless connection

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000544.6512064 qam1
2393999814.575512064 qam4
3461999904.575512064 qam3
4536999664.6512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Samit_p
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Message 4 of 13
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Re: Loss of wired and wireless connection

Network LogTime Priority Description
14/10/2019 16:30:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:53:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:53:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:58:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:58:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:06:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:06:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
Hero
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Message 5 of 13
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Re: Loss of wired and wireless connection

Pre & Post errors look high, but they are accumulative since the Hub3 was last power cycled which could have been some time ago. Please power cycle your hub and post a new set of figures after a few hours, be sure to include your upstream power levels as well  


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Samit_p
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Message 6 of 13
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Re: Loss of wired and wireless connection

Thanks for the help tudor. I will turn the unit off and disconnect the power supply for 90 seconds and then restart. After 2 hours I will post the same stats again.

Is this acceptable or is there further data that I have not included? I am an amateur here these details mean nothing to me.

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griffin
Alessandro Volta
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Message 7 of 13
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Re: Loss of wired and wireless connection

Although the logs only span 30mins or so, they are showing frequent loss of MAC Layer messages which are an indication of a noisy connection, the RS errors tend to confirm. It would be worth observing the RS error for a steady climb.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

 

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Samit_p
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Message 8 of 13
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Re: Loss of wired and wireless connection

Okay so 2 hours after power cycling, results are:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11707500007.438256 qam5
21787500007.938256 qam6
31867500007.638256 qam7
41947500007.438256 qam8
52027500007.638256 qam9
62107500007.938256 qam10
72187500007.538256 qam11
82267500007.438256 qam12
92347500007.638256 qam13
102427500007.338256 qam14
11250750000738256 qam15
122587500007.338256 qam16
132667500007.538256 qam17
142747500006.638256 qam18
152827500006.538256 qam19
16290750000738256 qam20
17298750000738256 qam21
18306750000738256 qam22
193147500007.438256 qam23
203227500007.538256 qam24
214027500008.138256 qam25
224107500008.538256 qam26
234187500008.638256 qam27
244267500008.538256 qam28


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6509947134
2Locked38.93679550574
3Locked38.91893557096
4Locked38.9422265807
5Locked38.9417357286
6Locked38.6437149467
7Locked38.9432353282
8Locked38.9427553117
9Locked38.9425048779
10Locked38.6422052400
11Locked38.9408357543
12Locked38.6407150923
13Locked38.6430547819
14Locked38.9443949801
15Locked38.9451844495
16Locked38.9440044781
17Locked38.9449845239
18Locked38.9424246257
19Locked38.9409543870
20Locked38.6418749659
21Locked38.6420832061
22Locked38.9429828887
23Locked38.9403420793
24Locked38.6433921427

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000934.55512064 qam1
2394000824.525512064 qam4
3461999614.525512064 qam3
4537001134.55512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
14/10/2019 19:31:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:31:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:31:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:33:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Roger_Gooner
Superstar
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Message 9 of 13
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Re: Loss of wired and wireless connection

Can you ask other residents if they are having problems as well? If so, I suspect that something's wrong from the lockbox to the distribution cabinet.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Tudor
Hero
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Message 10 of 13
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Re: Loss of wired and wireless connection

Very definite problems on your circuit. Only a VM technician can resolve, call customer services and report the problems, you may have to be persistent and stress the seriousness of the problem. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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