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MikeFr
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Unreliable Internet Connection

Hello all,

We've been having intermittent internet quality issues where the speed seems to slow right down until the router (Hub 3) is powered off and on. 

Another thing I've noticed is the Hub 3 takes an awful long time to establish as connection, over 10 minutes and the WiFi Green light stays on solid long after it's all connected (think this is a known bug), additionally the power light looks pinkish rather than white at all times. 

I've looked at the router status and tried to make head and tails of the power levels but it goes over my head. Would appreciate someone taking a look, I'm considering upgrading from the 100mb to 350mb if it helps. 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12990000006.538256 qam21
22030000007.538256 qam9
32110000007.538256 qam10
42190000007.438256 qam11
52270000007.338256 qam12
62350000006.938256 qam13
72430000006.538256 qam14
82510000006.538256 qam15
92590000006.538256 qam16
102670000006.538256 qam17
112750000006.538256 qam18
122830000006.438256 qam19
132910000006.538256 qam20
143070000006.438256 qam22
153150000006.438256 qam23
163230000006.338256 qam24
173310000006.438256 qam25
183710000006.338256 qam26
193790000006.138256 qam27
203870000005.938256 qam28
21395000000638256 qam29
22403000000638256 qam30
234110000006.338256 qam31
244190000006.338256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6400
2Locked38.920176
3Locked38.9210
4Locked38.6150
5Locked38.6310
6Locked38.6220
7Locked38.6190
8Locked38.9320
9Locked38.9180
10Locked38.9190
11Locked38.9200
12Locked38.6270
13Locked38.9280
14Locked38.9330
15Locked38.9330
16Locked38.6310
17Locked38.6250
18Locked38.6150
19Locked38.6200
20Locked38.9290
21Locked38.6140
22Locked38.9250
23Locked38.6290
24Locked38.623

0


Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030002551512064 qam1
23940014251512064 qam4
34620010751512064 qam3
45370000051512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
Thank you for any help you can provide.
I have started a BQM and will share once it collects some data.
 
Mike
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MikeFr
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Re: Unreliable Internet Connection

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm


Primary Downstream Service Flow
SFID872410
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID872409
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

Part of the log:
 
Network LogTime Priority Description
25/11/2020 20:50:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 17:10:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:57:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:53:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 21:57:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 09:22:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:25:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:25:11criticalTFTP Request Retries exceeded, CM unable to register
17/11/2020 18:25:11criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:20:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:20:16criticalTFTP Request Retries exceeded, CM unable to register
17/11/2020 18:20:16criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


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Anonymous
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Re: Unreliable Internet Connection


@MikeFr wrote:

Hello all,

We've been having intermittent internet quality issues where the speed seems to slow right down until the router (Hub 3) is powered off and on. 

Another thing I've noticed is the Hub 3 takes an awful long time to establish as connection, over 10 minutes and the WiFi Green light stays on solid long after it's all connected (think this is a known bug), additionally the power light looks pinkish rather than white at all times. 

I've looked at the router status and tried to make head and tails of the power levels but it goes over my head. Would appreciate someone taking a look, I'm considering upgrading from the 100mb to 350mb if it helps. 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12990000006.538256 qam21
22030000007.538256 qam9
32110000007.538256 qam10
42190000007.438256 qam11
52270000007.338256 qam12
62350000006.938256 qam13
72430000006.538256 qam14
82510000006.538256 qam15
92590000006.538256 qam16
102670000006.538256 qam17
112750000006.538256 qam18
122830000006.438256 qam19
132910000006.538256 qam20
143070000006.438256 qam22
153150000006.438256 qam23
163230000006.338256 qam24
173310000006.438256 qam25
183710000006.338256 qam26
193790000006.138256 qam27
203870000005.938256 qam28
21395000000638256 qam29
22403000000638256 qam30
234110000006.338256 qam31
244190000006.338256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6400
2Locked38.920176
3Locked38.9210
4Locked38.6150
5Locked38.6310
6Locked38.6220
7Locked38.6190
8Locked38.9320
9Locked38.9180
10Locked38.9190
11Locked38.9200
12Locked38.6270
13Locked38.9280
14Locked38.9330
15Locked38.9330
16Locked38.6310
17Locked38.6250
18Locked38.6150
19Locked38.6200
20Locked38.9290
21Locked38.6140
22Locked38.9250
23Locked38.6290
24Locked38.623

0


Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030002551512064 qam1
23940014251512064 qam4
34620010751512064 qam3
45370000051512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
Thank you for any help you can provide.
I have started a BQM and will share once it collects some data.
 
Mike

Your upstream power levels are too high and will need adjusting to get a stable line.

Your downstream power levels are also high, but in spec (-6 to +10 is in spec, 0dB optimal).

Whilst the engineer corrects the upstream it would be worth mentioning downstream.

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MikeFr
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Re: Unreliable Internet Connection

Thank you.

So I just need to call virgin customer support and let them know that the values for upload are too high and download power isn't optimal? Is there a particular recommended number to call?

BQM Graph from today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c9f798fb5f3688e33b6521f7cadd7eb005e1874d

 

 

 

 

 

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Anonymous
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Re: Unreliable Internet Connection


@MikeFr wrote:

Thank you.

So I just need to call virgin customer support and let them know that the values for upload are too high and download power isn't optimal? Is there a particular recommended number to call?

BQM Graph from today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c9f798fb5f3688e33b6521f7cadd7eb005e1874d

 

 

 

 

 


They should be able to do their own tests on the line.

The BQM stopped working around 11am.

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MikeFr
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Re: Unreliable Internet Connection

Should I be hearing from virgin?? I did try calling but the call centre just tried to sell the 350mb connection and weren't helpful. Connection is still dropping and when power cycled today the router took 45 minutes to connect with the network. Constant flashing power light.

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MikeFr
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Re: Unreliable Internet Connection

Issue has now got worse. Power cut yesterday (limited to our house, fuse tripped), took several hours for the virgin hub to connect and now the WiFi is not working, ethernet is. Please can virgin contact me? I've called the 'help' line before and they were most unhelpful and just tried to sell me 'faster' broadband. Either our router is broken (which seems to be the case) as the WiFi isn't working... And /or there's an issue as identified further up in this thread.

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