Menu
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
446 Views
Message 1 of 16
Flag for a moderator

North London Connection Dropping Since Yesterday

Hi - I'm in North London. Virgin broadband usually very solid (been with them for 15 years) but yesterday and today the connection has been dropping every few miniyes. Yesterday it started about midday and went on to about 1am. Seemed ok this morning but it's just started again (about 8.45pm).

Virgin shows no local outage. I tried telephone support and went through the usual reboot etc, no joy (unsurprisingly).

 

Hub 3.0 in modem mode:

 

Status

Item Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 



0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
445 Views
Message 2 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Downstream Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 -1.5 36 256 qam 1 2 147000000 -1.7 36 256 qam 2 3 155000000 -2.2 36 256 qam 3 4 163000000 -2.4 36 256 qam 4 5 171000000 -2.4 37 256 qam 5 6 179000000 -2.5 36 256 qam 6 7 187000000 -2.7 37 256 qam 7 8 195000000 -3 37 256 qam 8 9 203000000 -3.5 37 256 qam 9 10 211000000 -3.7 37 256 qam 10 11 219000000 -3.9 37 256 qam 11 12 227000000 -3.7 36 256 qam 12 13 235000000 -3.4 37 256 qam 13 14 243000000 -3.2 37 256 qam 14 15 251000000 -3.5 37 256 qam 15 16 259000000 -4 37 256 qam 16 17 267000000 -4.5 37 256 qam 17 18 275000000 -4.2 37 256 qam 18 19 283000000 -3.7 37 256 qam 19 20 291000000 -3.7 37 256 qam 20 21 299000000 -4.2 37 256 qam 21 22 307000000 -4.7 37 256 qam 22 23 315000000 -4.2 37 256 qam 23 24 323000000 -3.7 37 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 13424 24548 2 Locked 36.3 13132 22481 3 Locked 36.6 13372 63868 4 Locked 36.6 11945 73345 5 Locked 37.3 12890 19194 6 Locked 36.6 12319 66346 7 Locked 37.3 12928 49563 8 Locked 37.3 13203 22678 9 Locked 37.6 13223 22920 10 Locked 37.3 13243 21422 11 Locked 37.3 13143 20217 12 Locked 36.6 13215 20454 13 Locked 37.3 13166 18372 14 Locked 37.6 13177 18396 15 Locked 37.3 13261 18707 16 Locked 37.6 13138 17868 17 Locked 37.3 12978 22522 18 Locked 37.3 13087 18454 19 Locked 37.3 13332 18331 20 Locked 37.6 13155 18196 21 Locked 37 13111 19710 22 Locked 37.6 13042 20154 23 Locked 37.3 13408 18480 24 Locked 37.3 13849 18042 Upstream Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 53700000 50 5120 64 qam 2 2 60300000 50 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 Network Log Time Priority Description 29/05/2021 20:30:34 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:30:14 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:30:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:29:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:29:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:35 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:34 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:11 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 Warning! TCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:39 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;C[REMOVED]MTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:53 Warning! ToD request sent - No Response received;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:22:30 critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:22:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
441 Views
Message 3 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

ugh - sorry about the loss of formatting

0 Kudos
Reply
Paulina_Z
  • 2.97K
  • 99
  • 205
Forum Team
Forum Team
337 Views
Message 4 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Hi @aaaaaargh,

 

Welcome to our Community Forum! Thank you for your first post and I'm sorry to hear that you're being impacted by this connection issue!

 

Have you take a look at our Broadband diagnostic page to see if this can help locate the core of the problem? Can you tell us if this connection issue is impacting your WiFi connection only, or wired connection too?

 

I have been able to locate your account, but I'm having some trouble looking at your power levels. Would you be able to reboot your Hub and let me know once it's rebooted, so we can try again?

 

The power levels will let us know if there's an underlying issue causing your connection problems.

 

Please get back to me when you can. 🙂

 

Thanks!

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
323 Views
Message 5 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Hi Paulina_z

The hub is in modem mode so wifi is not relevant. I am able to browse to it and see no internal network issues, the only problem is the frequently dropping internet connection.

Today (Tuesday) it was fine until 4.20pm and then dropped.

I've tried the diagnostic page and it's no help.

I have rebooted the superhub so please go ahead and check the power.

Many thanks

0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
307 Views
Message 6 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

I reset the superhub 3 last night about 10pm. Connection was great afterwards but gone again when I got up this morning about 7.45am

 

Here's the logs now (8.25 am)

 

 
Item Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

 

 

 

0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
306 Views
Message 7 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Downstream: 

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-6.536256 qam25
2251000000-6.735256 qam15
3259000000-7.535256 qam16
4267000000-835256 qam17
5275000000-7.534256 qam18
6283000000-6.935256 qam19
7291000000-735256 qam20
8299000000-7.534256 qam21
9307000000-834256 qam22
10315000000-7.235256 qam23
11323000000-6.736256 qam24
12339000000-6.535256 qam26
13347000000-7.235256 qam27
14355000000-7.235256 qam28
15363000000-6.736256 qam29
16371000000-6.235256 qam30
17379000000-6.536256 qam31
18387000000-7.435256 qam32
19395000000-6.936256 qam33
20403000000-5.935256 qam34
21411000000-5.735256 qam36
22419000000-6.234256 qam37
23427000000-6.536256 qam38
24435000000-5.937256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.623485062947345
2Locked35.723730763454949
3Locked35.923943863981809
4Locked35.722751767102338
5Locked34.723669095785512
6Locked35.423711663467674
7Locked35.523698853495106
8Locked34.223103246392762
9Locked34.623481335515159
10Locked35.723687903337013
11Locked36.123570133145792
12Locked35.223479412943458
13Locked35.723520193046913
14Locked35.723541873071692
15Locked36.123423592932720
16Locked3523326533006084
17Locked36.623386193011309
18Locked35.923432052948168
19Locked36.123382962897326
20Locked35.723221852968314
21Locked35.923130293087502
22Locked34.323265352986155
23Locked36.823341592958904
24Locked3723223543041214
0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
305 Views
Message 8 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Upstream

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000051512016 qam2
24620000052.2512016 qam3
36030000051.5512016 qam1
43940000052.2512016 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00310
2ATDMA00220
3ATDMA00120
4ATDMA00180
0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
304 Views
Message 9 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID102326
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID102325
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply
aaaaaargh
  • 12
  • 0
  • 0
Joining in
303 Views
Message 10 of 16
Flag for a moderator

Re: North London Connection Dropping Since Yesterday

Network log

 

Network LogTime Priority Description
02/06/2021 07:21:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:18:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:17:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:15:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:15:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:14:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:14:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:12:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:12:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply