Reoccurring problem with connection to internet

[MarkusO]

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 23:13:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:37	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:13:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 23:12:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:54:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:54:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:53:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:52:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:52:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:44:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

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

[MarkusO]

Absolutely, here they are. This is from this morning

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

1	331000000	0.7	40	256 qam	25
2	203000000	3	40	256 qam	9
3	211000000	2.9	40	256 qam	10
4	219000000	2.5	43	256 qam	11
5	227000000	2.5	40	256 qam	12
6	235000000	2.4	40	256 qam	13
7	243000000	2.4	40	256 qam	14
8	251000000	2.2	40	256 qam	15
9	259000000	2.2	40	256 qam	16
10	267000000	2.4	40	256 qam	17
11	275000000	2.5	40	256 qam	18
12	283000000	2.5	40	256 qam	19
13	291000000	2.5	40	256 qam	20
14	299000000	2.9	40	256 qam	21
15	307000000	2.7	40	256 qam	22
16	315000000	2.7	40	256 qam	23
17	323000000	2	40	256 qam	24
18	339000000	2	40	256 qam	26
19	347000000	2.9	40	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.5	40	256 qam	29
22	371000000	3.5	40	256 qam	30
23	379000000	3.7	40	256 qam	31
24	387000000	3.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	8	22
2	Locked	40.3	5	0
3	Locked	40.3	4	0
4	Locked	43.3	5	0
5	Locked	40.9	6	0
6	Locked	40.9	5	0
7	Locked	40.9	4	0
8	Locked	40.3	0	0
9	Locked	40.9	5	0
10	Locked	40.9	4	0
11	Locked	40.9	7	0
12	Locked	40.9	5	0
13	Locked	40.3	3	0
14	Locked	40.3	6	0
15	Locked	40.9	5	0
16	Locked	40.3	5	0
17	Locked	40.3	12	0
18	Locked	40.9	10	0
19	Locked	40.3	4	0
20	Locked	40.3	5	0
21	Locked	40.3	5	0
22	Locked	40.9	5	0
23	Locked	40.9	6	0
24	Locked	40.9	6	0

Upstream bonded channels

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

1	53700163	45	5120	64 qam	10
2	39400109	45	5120	64 qam	12
3	46200046	45	5120	64 qam	11
4	60300131	45	5120	64 qam	9

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

[MarkusO]

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

1	331000000	2.9	40	256 qam	25
2	203000000	3	40	256 qam	9
3	211000000	2.5	40	256 qam	10
4	219000000	2.2	40	256 qam	11
5	227000000	2.4	40	256 qam	12
6	235000000	2.2	40	256 qam	13
7	243000000	2.2	40	256 qam	14
8	251000000	2	40	256 qam	15
9	259000000	2	40	256 qam	16
10	267000000	1.9	40	256 qam	17
11	275000000	1.7	40	256 qam	18
12	283000000	0.7	40	256 qam	19
13	291000000	1.4	40	256 qam	20
14	299000000	2.2	40	256 qam	21
15	307000000	2.5	40	256 qam	22
16	315000000	2.7	40	256 qam	23
17	323000000	2.7	40	256 qam	24
18	339000000	2.9	40	256 qam	26
19	347000000	3.2	40	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.5	40	256 qam	29
22	371000000	3.4	40	256 qam	30
23	379000000	3.5	40	256 qam	31
24	387000000	3.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	13	29
2	Locked	40.3	4	0
3	Locked	40.9	4	0
4	Locked	40.3	6	0
5	Locked	40.9	5	0
6	Locked	40.3	6	0
7	Locked	40.9	5	0
8	Locked	40.3	1	0
9	Locked	40.3	4	0
10	Locked	40.3	0	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.3	4	0
14	Locked	40.9	7	0
15	Locked	40.3	4	0
16	Locked	40.3	5	0
17	Locked	38.9	1	0
18	Locked	40.9	5	0
19	Locked	40.9	5	0
20	Locked	40.3	6	0
21	Locked	40.9	5	0
22	Locked	40.3	12	0
23	Locked	40.9	5	0
24	Locked	40.9	0	0

Upstream bonded channels

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

1	53700058	45	5120	64 qam	10
2	39400041	46	5120	64 qam	12
3	46200000	45	5120	64 qam	11
4	60300014	45	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	22	0
2	ATDMA	0	0	43	0
3	ATDMA	0	0	23	0
4	ATDMA	0	0	20	0

[MarkusO]

And the network log

Network Log

Time Priority Description

07/08/2021 16:56:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:56:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:55:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:54:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:53:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:53:50	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:50	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:51:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[John_GS]

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,

[MarkusO]

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 

[John_GS]

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,

[MarkusO]

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?

[John_GS]

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,