TV and Internet cutting out

[ajo]

A few issues happening listed below.

Last week our recordings had a gap in them, we were recording a few channels at once and it happened in all recordings. The recordings weren’t broken up, they just had a missing gap.

We have a power line adapter which lets us plug ethernet into the TV and V6, I have found this is more stable and it has been fine for years as the router is 2 floors up. But recently “ethernet disconnected” message comes up on our TV regularly, or when watching something like AppleTV+ on the TV it looses connection, it is at this point that I also notice that the V6 has lost connection as the 2 arrows connecting symbol is lit.

Last night we lost all channels and had a W02 message. They all came back within a couple of minutes, but missing gaps in the recordings again.

Virgin Media status page shows on and off connection problems with Broadband and TV

I have stared a BQM check and so far the graph is showing compete red.

This is the latest network log: 

28/11/2024 10:14:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:30:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:28:17	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 01:37:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 04:47:10	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;
26/11/2024 04:47:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2024 10:23:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 10:05:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 10:04:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2024 21:15:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Anything else that I should share or do?

Thanks!

[Adduxi]

You need to post all the power levels as well including the PostRS errors.  As for the BQM you need to set your Hub to respond to pings from the Internet. 

[ajo]

I don't see a way on the Superhub 3 to allow it to respond  to pings.

Here are the power levels etc:

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

1	419000000	0.9	38	256 qam	36
2	235000000	1.2	40	256 qam	13
3	243000000	1	40	256 qam	14
4	251000000	1	40	256 qam	15
5	259000000	0.9	40	256 qam	16
6	267000000	0.7	40	256 qam	17
7	275000000	0.7	38	256 qam	18
8	283000000	0.9	40	256 qam	19
9	291000000	1	40	256 qam	20
10	299000000	1.5	40	256 qam	21
11	307000000	1.4	40	256 qam	22
12	315000000	1.5	40	256 qam	23
13	323000000	1.7	40	256 qam	24
14	331000000	1.7	40	256 qam	25
15	339000000	1.9	40	256 qam	26
16	347000000	1.5	40	256 qam	27
17	355000000	1.4	38	256 qam	28
18	363000000	1.4	38	256 qam	29
19	371000000	1.4	38	256 qam	30
20	379000000	1.2	38	256 qam	31
21	387000000	1	38	256 qam	32
22	395000000	0.7	38	256 qam	33
23	403000000	0.7	38	256 qam	34
24	411000000	1	38	256 qam	35

Downstream bonded channels

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

1	Locked	38.6	18	0
2	Locked	40.3	12	0
3	Locked	40.3	32	0
4	Locked	40.3	30	0
5	Locked	40.9	45	0
6	Locked	40.3	38	0
7	Locked	38.9	18	0
8	Locked	40.3	13	0
9	Locked	40.3	22	0
10	Locked	40.3	35	0
11	Locked	40.9	27	0
12	Locked	40.9	27	0
13	Locked	40.9	8	0
14	Locked	40.3	22	0
15	Locked	40.3	34	0
16	Locked	40.3	56	0
17	Locked	38.9	61	0
18	Locked	38.9	113	0
19	Locked	38.6	41	0
20	Locked	38.9	7	0
21	Locked	38.6	21	0
22	Locked	38.9	12	0
23	Locked	38.6	22	0
24	Locked	38.6	21	0

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

1	49600000	42.8	5120	64 qam	9
2	23600000	39.3	5120	64 qam	13
3	30100000	40.5	5120	64 qam	12
4	36600000	40.5	5120	64 qam	11
5	43100000	41	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	2	0

Thanks

[Cardiffman282]

Stats look good to me. Try removing the powerline adaptor from the equation. 

[ajo]

The reason for the powerline is so that the V6 box and TV have a connection. The router is 2 floors up and connection where these both are is not good enough (even with the pods) to be stable, especially for streaming.

[ajo]

Adding also, that when this happens, the WiFi also goes down.

[japitts]

---

@ajo wrote:

Last night we lost all channels and had a W02 message. They all came back within a couple of minutes, but missing gaps in the recordings again.

---

For what it's worth, W02 is a TiVo-software "loss of signal" error. That's not the internet connection for streaming/VoD, but the linear broadcast TV signal.

That can often, but not necessarily, correlate with a broadband drop.

[Adduxi]

Yes, stats look oaky, but there are plenty of T3 timeouts and SYNC problems in the log.  Check all your connections are tight in the first instance from the Hub to outside.  There should be a "respond to ping" somewhere on the Hub's admin pages, it might say ICMP or something?  I've never used any Hub as a Router, so can't help with the exact place.  Until the BQM is running, it will be hard to prove/argue the Hub is dropping the circuit.

[David_Bn]

Good Morning @ajo, hope you're keeping well and thanks for your post.

Do you happen to have the aforementioned BQM graph available for us to view?

Can you also confirm if indeed that this fault is still apparent?

Thanks,

David_Bn

[ajo]

Hi David

The BQM graph never worked. I cant see on the superhub 3 how to allow respond to pings.