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Random Dropouts and reboots

IS there an issue in area code 07 as for the last 2 days my hub keeps dropping connection for around 15 seconds and hub is frequently rebooting?

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Re: Random Dropouts and reboots

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Re: Random Dropouts and reboots

BQM looks poor.....

Have you checked for “known network faults”? 

As well as trying the “check service,” weblink (at the top of this forum board), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that might even not yet be listed on the Service Status web page) - that may give you more info.  

Check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing.  Also check that all looks good with the outside cabling and wall box. 

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return.   On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or  text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, &  Network Logs pages.  Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 4 of 13
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Re: Random Dropouts and reboots

Excellent advice from jbrennand, just to clarify one point, if you copy and paste the requested data as formatted or unformatted text the forum software blanks out sensitive data.  But if you paste as an image then (a) there's a delay whilst moderators approve images, and if they spot personal data such as IP and MAC addresses, and (b) they won't approve the image so it won't appear.

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Re: Random Dropouts and reboots

All connections seem fine so hopefully these stats post ok

Network Log
Time Priority Description
19/01/2020 16:28:50 notice LAN login Success
19/01/2020 15:01:6 Warning! RCS Partial Service
19/01/2020 14:21:20 notice LAN login Success
19/01/2020 14:14:59 critical No Ranging Response received - T3 time-out
19/01/2020 14:14:58 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:14:11 critical No Ranging Response received - T3 time-out
19/01/2020 14:14:11 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:12:49 critical No Ranging Response received - T3 time-out
19/01/2020 14:12:49 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:12:1 critical No Ranging Response received - T3 time-out
19/01/2020 14:12:1 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:11:13 critical No Ranging Response received - T3 time-out
19/01/2020 14:11:12 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:10:20 critical No Ranging Response received - T3 time-out
19/01/2020 14:10:20 critical Unicast Ranging Received Abort Response - initializing
19/01/2020 14:09:37 critical No Ranging Response received - T3 time-out
19/01/2020 14:09:36 critical Unicast Ranging Received Abort Response - initializing 
19/01/2020 14:09:17 critical No Ranging Response received - T3 time-out;
19/01/2020 14:09:16 critical Unicast Ranging Received Abort Response - initializing 
 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 419000000 -5 40 256 qam 30
2 187000000 -0.5 40 256 qam 7
3 195000000 -1 40 256 qam 8
4 203000000 -1.4 40 256 qam 9
5 211000000 -1.7 40 256 qam 10
6 219000000 -1.7 40 256 qam 11
7 227000000 -2 40 256 qam 12
8 235000000 -2.2 40 256 qam 13
9 243000000 -2.5 40 256 qam 14
10 251000000 -2.5 40 256 qam 15
11 259000000 -2.5 40 256 qam 16
12 267000000 -2.7 40 256 qam 17
13 275000000 -2.9 40 256 qam 18
14 283000000 -2.9 40 256 qam 19
15 291000000 -3 40 256 qam 20
16 299000000 -2.7 40 256 qam 21
17 307000000 -3 40 256 qam 22
18 315000000 -3.5 40 256 qam 23
19 323000000 -3.9 40 256 qam 24
20 379000000 -4.9 38 256 qam 25
21 387000000 -5 40 256 qam 26
22 395000000 -5 40 256 qam 27
23 403000000 -4.9 40 256 qam 28
24 411000000 -4.7 40 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 2752 2169
2 Locked 40.3 326266 63807
3 Locked 40.3 4138 7652
4 Locked 40.3 3421 6905
5 Locked 40.3 3134 7161
6 Locked 40.3 2831 8428
7 Locked 40.3 3066 7599
8 Locked 40.3 6074 6380
9 Locked 40.3 6384 6718
10 Locked 40.3 3495 5734
11 Locked 40.9 3217 5765
12 Locked 40.3 3114 4529
13 Locked 40.3 2940 4751
14 Locked 40.3 2892 4848
15 Locked 40.3 4364 4989
16 Locked 40.3 18624 5890
17 Locked 40.9 11697 5209
18 Locked 40.3 2173 3832
19 Locked 40.3 1595 3273
20 Locked 38.9 1982 3473
21 Locked 40.3 1648 3017
22 Locked 40.3 1314 2769
23 Locked 40.3 1418 2413
24 Locked 40.3 1618 2441

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299983 4.95 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

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Message 6 of 13
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Re: Random Dropouts and reboots

You only seem to have one upstream channel and you should have four. Pre and Post errors are high, they are accumulative since last hub power cycle, so this could be a long time. Power cycle your hub and post a new set of stats after say an hour.


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Message 7 of 13
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Re: Random Dropouts and reboots

Checked and there was defo only 1 upstream channel, rebooted as suggested and 4 appeared. Here's the latest stats after the reboot

System up time: 0 days 1h:17m:55s

 


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 419000000 -5 40 256 qam 30
2 187000000 -0.7 40 256 qam 7
3 195000000 -1.2 40 256 qam 8
4 203000000 -1.7 40 256 qam 9
5 211000000 -2 40 256 qam 10
6 219000000 -2 40 256 qam 11
7 227000000 -2.2 40 256 qam 12
8 235000000 -2.4 40 256 qam 13
9 243000000 -2.7 40 256 qam 14
10 251000000 -2.7 40 256 qam 15
11 259000000 -2.9 40 256 qam 16
12 267000000 -2.7 40 256 qam 17
13 275000000 -3 40 256 qam 18
14 283000000 -3 40 256 qam 19
15 291000000 -3.2 40 256 qam 20
16 299000000 -2.9 40 256 qam 21
17 307000000 -3.2 40 256 qam 22
18 315000000 -3.7 38 256 qam 23
19 323000000 -4 40 256 qam 24
20 379000000 -5 38 256 qam 25
21 387000000 -5.2 40 256 qam 26
22 395000000 -5 40 256 qam 27
23 403000000 -4.9 40 256 qam 28
24 411000000 -4.7 40 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 9130 11344
2 Locked 40.9 10456 42474
3 Locked 40.3 7478 36607
4 Locked 40.9 7461 34082
5 Locked 40.3 8035 33820
6 Locked 40.3 7694 37001
7 Locked 40.9 7362 37428
8 Locked 40.3 6752 33390
9 Locked 40.3 6803 29996
10 Locked 40.3 7585 26718
11 Locked 40.3 7880 22746
12 Locked 40.9 8560 21105
13 Locked 40.9 8446 22455
14 Locked 40.3 8427 25103
15 Locked 40.3 8446 28484
16 Locked 40.9 8447 28160
17 Locked 40.3 8401 24960
18 Locked 38.9 8109 20502
19 Locked 40.3 8119 17807
20 Locked 38.9 9026 18463
21 Locked 40.3 8197 17665
22 Locked 40.3 8116 15512
23 Locked 40.3 8723 13380
24 Locked 40.3 8812 11676

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300048 4.95 5120 64 qam 1
2 39399988 4.75 5120 64 qam 4
3 46199981 4.8 5120 64 qam 3
4 53699942 4.9 5120 64 qam 2


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

 

Time Priority Description
19/01/2020 19:24:14 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 19:24:9 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:36:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:34:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:34:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:17:16 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:11:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:07:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 18:04:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 16:28:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 16:28:10 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 15:01:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:21:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:14:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:14:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:14:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:14:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:12:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:12:49 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2020 14:12:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29c2bb7075e6beaff4ed3350c7ed7298fc...  

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Message 8 of 13
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Re: Random Dropouts and reboots

Your downstream power level on several channels are right up against the maximum negative value of -5 dBmV, and that won't be helpful, and your error levels are far too high for an hour and a quarter's run time.  The reappearance of all four upstream channels is good, but with the amount of downstream errors you're seeing the underlying problem hasn't been fixed by a restart, and is likely to recur.  When a hub is restarted, it resynchronises all channels, and initially things can look good - but if there's noise or error problems then the hub can't maintain synch across all channels some drop out (that's what RCS Partial Service indicates) causing slowdowns or connection dropouts.

I'd suggest holding on for the forum staff to pick this thread up and take a look - they should spot the high error levels, and the consistently poor performance in the BQM and arrange a technician (or advise if there's an area fault behind this).  If there's any "everything looks good from our end" nonsense, then point out the error levels.  My connection is a bit ropey at the moment and I'm not terribly happy with it, but in 3 days 6 hours it's still only accrued about 1% of the error numbers that your's has in under one hour twenty minutes.

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Message 9 of 13
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Re: Random Dropouts and reboots

Hi Spoony36,

 

Sorry to hear about your broadband issues and thanks for posting your logs. I'm going to send you a Private Message so I can take some details and take a look for you.

 

Please see the purple envelope at the top right of your screen for my message.

 

Thanks,

 

Lisa

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Message 10 of 13
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Re: Random Dropouts and reboots

Random Dropouts and reboots When a hub is restarted, it resynchronises all channels, and initially things can look good - but if there's noise or error problems then the hub can't maintain synch across all channels some drop out causing slowdowns or connection dropouts.

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