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MarkusO
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Message 1 of 11
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Reoccurring problem with connection to internet

So recently moved into a new flat and decided to go for virgin. Broadband hub arrived on Monday this week and hasn't been stable a single day. In fact, every time I try to stream something or watch anything live the internet falls out. Both when connected to WiFi or ethernet cable. Every time this happens the hubs seemingly restarts, all the lights on the hub go green and start flashing and after a while the internet comes back, then lasts perhaps 5 minutes before connection is dropped again. This happens for about 30 minutes to an hour. And at most the internet is stable for tops 2 hours if I'm lucky.

The other day I noticed that the brown virgin media box outside the flat was busted open and all the cables were exposed. I got an technician to look at it today and he fixed it. I hoped that would have been the issue but no, the problems keeps occurring even after having the box fixed. I've tried to factory reset the hub and also leave it off for while, but still nothing works.

Any idea what can be wrong with all of this?

If needed here is the logs too

Network Log

Time Priority Description

06/08/2021 23:13:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:17criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:54:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:54:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:41criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:52:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:52:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:44:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Message 2 of 11
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Re: Reoccurring problem with connection to internet

There are too many T3’s in the log, but we need further information. Please post your up/downstream stats. 


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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MarkusO
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Message 3 of 11
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Re: Reoccurring problem with connection to internet

Absolutely, here they are. This is from this morning

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

13310000000.740256 qam25
2203000000340256 qam9
32110000002.940256 qam10
42190000002.543256 qam11
52270000002.540256 qam12
62350000002.440256 qam13
72430000002.440256 qam14
82510000002.240256 qam15
92590000002.240256 qam16
102670000002.440256 qam17
112750000002.540256 qam18
122830000002.540256 qam19
132910000002.540256 qam20
142990000002.940256 qam21
153070000002.740256 qam22
163150000002.740256 qam23
17323000000240256 qam24
18339000000240256 qam26
193470000002.940256 qam27
203550000003.240256 qam28
213630000003.540256 qam29
223710000003.540256 qam30
233790000003.740256 qam31
243870000003.740256 qam32



Downstream bonded channels

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

1Locked40.9822
2Locked40.350
3Locked40.340
4Locked43.350
5Locked40.960
6Locked40.950
7Locked40.940
8Locked40.300
9Locked40.950
10Locked40.940
11Locked40.970
12Locked40.950
13Locked40.330
14Locked40.360
15Locked40.950
16Locked40.350
17Locked40.3120
18Locked40.9100
19Locked40.340
20Locked40.350
21Locked40.350
22Locked40.950
23Locked40.960
24Locked40.960

Upstream bonded channels

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

15370016345512064 qam10
23940010945512064 qam12
34620004645512064 qam11
46030013145512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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MarkusO
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Message 4 of 11
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Re: Reoccurring problem with connection to internet

Update, today it has been worse than ever. Hardly a stable connection the entire day

Downstream bonded channels

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

13310000002.940256 qam25
2203000000340256 qam9
32110000002.540256 qam10
42190000002.240256 qam11
52270000002.440256 qam12
62350000002.240256 qam13
72430000002.240256 qam14
8251000000240256 qam15
9259000000240256 qam16
102670000001.940256 qam17
112750000001.740256 qam18
122830000000.740256 qam19
132910000001.440256 qam20
142990000002.240256 qam21
153070000002.540256 qam22
163150000002.740256 qam23
173230000002.740256 qam24
183390000002.940256 qam26
193470000003.240256 qam27
203550000003.240256 qam28
213630000003.540256 qam29
223710000003.440256 qam30
233790000003.540256 qam31
243870000003.540256 qam32



Downstream bonded channels

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

1Locked40.31329
2Locked40.340
3Locked40.940
4Locked40.360
5Locked40.950
6Locked40.360
7Locked40.950
8Locked40.310
9Locked40.340
10Locked40.300
11Locked40.350
12Locked40.350
13Locked40.340
14Locked40.970
15Locked40.340
16Locked40.350
17Locked38.910
18Locked40.950
19Locked40.950
20Locked40.360
21Locked40.950
22Locked40.3120
23Locked40.950
24Locked40.900

Upstream bonded channels

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

15370005845512064 qam10
23940004146512064 qam12
34620000045512064 qam11
46030001445512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00220
2ATDMA00430
3ATDMA00230
4ATDMA00200
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MarkusO
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Message 5 of 11
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Re: Reoccurring problem with connection to internet

And the network log

Network Log

Time Priority Description

07/08/2021 16:56:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:53:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:53:50criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:50criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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John_GS
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Message 6 of 11
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Re: Reoccurring problem with connection to internet

Hi MarkusO

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issues. I can see you've had a technician visit today - has everything been sorted since?

 

Let me know if you need further assistance. 

 

Kind regards,

John_GS
Forum Team


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MarkusO
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Message 7 of 11
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Re: Reoccurring problem with connection to internet

If you had actually read my first post it said I had an technician visit yesterday... not today
And no, it didn't get fixed, as it also said in my post 

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John_GS
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Message 8 of 11
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Re: Reoccurring problem with connection to internet

I read the post and my apologies, it was a seperate work order completed. 

 

Thanks for confirming it's not solved though. 

 

Can you confirm the following;

 

Can you check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket.

 

Kind regards,

John_GS
Forum Team


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MarkusO
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Message 9 of 11
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Re: Reoccurring problem with connection to internet

Yes I have on several occasions checked that the white cable has been securely connected to both the hub and the wall socket
When the technician came over he said that our fiber cable is being shared by another flat, do you think that can cause any troubles like this?

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John_GS
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Message 10 of 11
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Re: Reoccurring problem with connection to internet

No the cable would be fine so please don't worry about that.

 

I'll send a PM so we can get another tech out

 

Kind regards,

 

John_GS
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