Virgin Media Community

[howardcanning86]

Hi all,

I have posted about this here in the past, but nothing came of it, and it has been doing it a lot for the past few weeks so I am raising it again in the hope that someone from VM can assist, as the phone support is dreadful.

My connection goes offline for, seemingly, as long as it takes for the router to reboot itself and re-establish a connection. This is always less than about 5 minutes.  According to my Thinkbroadband ping monitor it seems to average 3-5 times a day, usually while my partner and I are trying to work!

It is very frustrating and I am wondering if a new Superhub (perhaps an upgrade from 3 to 4?) might help.  I'm only using it in Modem mode however, but I have read about the previous cache/memory leaks in the past. I would like to know what hoops I need to jump through with customer service in order to either get a replacement or upgraded hub.

Power cycling the hub and factory resetting it does not help.

Thanks very much!

Power levels below:

Downstream bonded channels

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

1	595000000	3	40	256 qam	24
2	411000000	4.3	40	256 qam	1
3	419000000	4.4	40	256 qam	2
4	427000000	4.5	40	256 qam	3
5	435000000	4.4	40	256 qam	4
6	443000000	4.4	40	256 qam	5
7	451000000	4.3	40	256 qam	6
8	459000000	4.1	40	256 qam	7
9	467000000	4.1	40	256 qam	8
10	475000000	4.1	40	256 qam	9
11	483000000	4	40	256 qam	10
12	491000000	4	38	256 qam	11
13	499000000	3.7	40	256 qam	12
14	507000000	3.7	40	256 qam	13
15	515000000	3.5	40	256 qam	14
16	523000000	3.7	38	256 qam	15
17	531000000	3.7	40	256 qam	16
18	539000000	3.5	38	256 qam	17
19	547000000	3.7	40	256 qam	18
20	555000000	3.5	40	256 qam	19
21	563000000	3.4	40	256 qam	20
22	571000000	3.2	40	256 qam	21
23	579000000	3	40	256 qam	22
24	587000000	3.2	38	256 qam	23

Downstream bonded channels

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

1	Locked	40.3	28	0
2	Locked	40.3	7	0
3	Locked	40.9	4	0
4	Locked	40.3	7	0
5	Locked	40.3	1	0
6	Locked	40.3	7	0
7	Locked	40.3	5	0
8	Locked	40.3	7	0
9	Locked	40.3	9	0
10	Locked	40.3	9	0
11	Locked	40.3	8	0
12	Locked	38.9	8	0
13	Locked	40.9	13	0
14	Locked	40.3	2	0
15	Locked	40.3	4	0
16	Locked	38.9	12	0
17	Locked	40.3	14	0
18	Locked	38.9	8	0
19	Locked	40.3	14	0
20	Locked	40.3	6	0
21	Locked	40.3	10	0
22	Locked	40.3	14	0
23	Locked	40.9	14	0
24	Locked	38.9	21	0

Refresh data

Upstream bonded channels

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

1	39399883	45.5	5120	64 qam	4
2	46200075	45.5	5120	64 qam	3
3	53699969	47	5120	64 qam	2
4	60300004	45.5	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	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand]

Stats all look spot on

Last time you were advised that there was a known network issue and I asked you to set up a BQM. So, can you post up the link to the live BQM so we can see these disconnects and also post the network logs so we can see if there is any "correlation".  I am assuming the drops are on ethernet cable connected devices and not just wifi ones - is that correct?

Also check to see if there is actually a known fault at your location. As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

EDIT: just saw you are in modem mode - so - what router and wireless equipment are you using ? 

Have you tried changing the ethernet cable connection to a new Cat6a one - old ones can and do fail?

And have you put the Hub3 back into normal router mode for some time (perhaps overnight) to see if that clears the issue and BQM

[howardcanning86]

Thank you. 

Using a Ubiquiti Unifi router and wireless access points.  The problem occurred in the past before I upgraded to this, though.  Ethernet cable won't make a difference; the SH can be seen to be rebooting/reinitialising via its front panel LEDs while the fault occurs.

Live graph here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f5502ec6fee35d9835f23f6f913b72cf03...

Network logs below. Nothing appears to correlate.

Network Log

Time Priority Description

18/12/2021 16:00:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 09:22:57	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 09:22:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 23:34:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 17:33:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 17:33:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 20:11:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 11:16:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 11:16:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2021 23:29:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2021 21:58:37	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2021 21:58:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2021 04:32:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 17:25:48	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 17:25:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 23:35:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 13:31:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 13:31:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 04:24:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 01:31:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

No sign of a reboot in the log, looks like the hub has just lost connectivity to the CMTS. Need to look at the BQM and check on the phone for local problems.

[jbrennand]

Local faults line is 0800 561 0061

Thats an "interesting" cyclical looking BQM - sometimes seen it on other posts, where the user is in modem mode and using a 3d party router.  You could try putting the Hub back to normal router mode (perhaps overnight) and see what happens to the BQM (will need to set another one going for the new i.p address)

@Tudor   does yours look similar on you Ubiquiti kit ?

[Tudor]

@jbrennand no I’ve never seen a ‘sharks tooth’ BQM at all using Ubiquiti kit. Here is current BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5d2fc7c276c066befb4fa68fa32bcba040a352e3-04-01-2022

[Robert_P]

Hello howardcanning86

Sorry to hear of the connection issues experienced, we appreciate the frustration this can cause and for the details and BQM provided.

From looking into the account all of the levels and spec's appear to be fine, I've taken a look at the hub and disconnections and it's not showing any for the last 7 days. In order to look into this further we'd need the hub taking out of modem mode. If you can let us know when you have done this we can take a closer look.

Rob