Unreliable broadband connection

[CMB123]

Hi,

Moved back to Virgin from ADSL and having daily connection issues, impacting ability to work from home, Zoom calls etc. The HUB 3 racks up a massive number of pre and post RS errors and the connection freezes corresponding with events in the network log. Have tried swapping out the cable to the hub with the one used when I was last on Virgin, resetting the hub multiple times, switching to modem mode over the past couple of weeks but issue remains. I only use hard wired ethernet to the HUB 3. The check tool on the Virgin site says there is no issue, but the logs, error count and erratic connectivity suggest otherwise. Details below, any help greatly appreciated, this morning it has been particularly bad.

Thanks,

Carl

I last reset the HUB3 last night at 6.30pm pre and post RS errors were 0.

[CMB123]

Logs:

Network Log

Time	Priority	Description
19/07/2021 11:09:53	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:50:48	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:50:29	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:50:29	critical	Ranging Request Retries exhausted;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:43:36	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:40:43	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:40:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 08:53:51	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 08:08:35	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 07:35:36	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 07:22:59	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 05:05:35	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 05:05:34	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 02:57:35	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 02:55:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[CMB123]

Downstream bonded channels

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

1	139000000	3.2	37	256 qam	1
2	147000000	2.9	37	256 qam	2
3	155000000	2.5	37	256 qam	3
4	163000000	2	37	256 qam	4
5	171000000	1.7	37	256 qam	5
6	179000000	1.2	37	256 qam	6
7	187000000	0.9	37	256 qam	7
8	195000000	0.2	37	256 qam	8
9	203000000	-0.2	37	256 qam	9
10	211000000	-1	37	256 qam	10
11	219000000	-1.4	37	256 qam	11
12	227000000	-1.7	37	256 qam	12
13	235000000	-1.7	37	256 qam	13
14	243000000	-1.7	37	256 qam	14
15	251000000	-2	37	256 qam	15
16	259000000	-2.2	37	256 qam	16
17	267000000	-2.5	37	256 qam	17
18	275000000	-2.5	37	256 qam	18
19	283000000	-2.7	37	256 qam	19
20	291000000	-3.4	37	256 qam	20
21	299000000	-3.4	37	256 qam	21
22	307000000	-3.5	37	256 qam	22
23	315000000	-3.5	37	256 qam	23
24	323000000	-4	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	7072872	2672290
2	Locked	37.6	355782	107753
3	Locked	37.3	7439915	420517
4	Locked	37.3	6415677	4725085
5	Locked	37.3	118514	46796
6	Locked	37.6	4491074	4198138
7	Locked	37.6	6009129	842774
8	Locked	37.6	73614	290
9	Locked	37.6	45581	215
10	Locked	37.6	38351	398
11	Locked	37.6	26619	125
12	Locked	37.6	47760	92
13	Locked	37.6	42472	128
14	Locked	37.3	15331	240
15	Locked	37.6	8939	135
16	Locked	37.6	5765	31
17	Locked	37.3	28774	38
18	Locked	37.3	6394	115
19	Locked	37.6	4590	81
20	Locked	37.3	4311	122
21	Locked	37.3	20095	32
22	Locked	37.3	3252	55
23	Locked	37.6	1489	70
24	Locked	37.3	1665	39

[CMB123]

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

1	60300014	44.2	5120	16 qam	1
2	39400303	42.5	5120	16 qam	4
3	46200234	43.2	5120	16 qam	3
4	53699765	43.7	5120	16 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	17	0
3	ATDMA	0	0	43	0
4	ATDMA	0	0	8	0

[Laurie_C]

Hi CMB123,

Thanks for getting in touch, and a very warm welcome to the Community Forum. I'm sorry that you're having some problems with your broadband connection.

I've been able to locate your account using your Forum Details, and I can see that there is a known issue in your area. This issue has an estimated resolution time of 18:00 this afternoon. Can you continue to monitor your connection after this time, and let us know if you see any more issues?

Kind regards,

Laurie

[CMB123]

Hi Laurie_C,

Yes will do so and will update if still experiencing issues.

Thanks,

Carl