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CMB123
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Unreliable broadband connection

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.

Screenshot 2021-07-19 11.20.37 AM.png

 
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CMB123
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Re: Unreliable broadband connection

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;

 
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CMB123
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Re: Unreliable broadband connection

 

Downstream bonded channels

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

11390000003.237256 qam1
21470000002.937256 qam2
31550000002.537256 qam3
4163000000237256 qam4
51710000001.737256 qam5
61790000001.237256 qam6
71870000000.937256 qam7
81950000000.237256 qam8
9203000000-0.237256 qam9
10211000000-137256 qam10
11219000000-1.437256 qam11
12227000000-1.737256 qam12
13235000000-1.737256 qam13
14243000000-1.737256 qam14
15251000000-237256 qam15
16259000000-2.237256 qam16
17267000000-2.537256 qam17
18275000000-2.537256 qam18
19283000000-2.737256 qam19
20291000000-3.437256 qam20
21299000000-3.437256 qam21
22307000000-3.537256 qam22
23315000000-3.537256 qam23
24323000000-437256 qam24



Downstream bonded channels

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

1Locked37.670728722672290
2Locked37.6355782107753
3Locked37.37439915420517
4Locked37.364156774725085
5Locked37.311851446796
6Locked37.644910744198138
7Locked37.66009129842774
8Locked37.673614290
9Locked37.645581215
10Locked37.638351398
11Locked37.626619125
12Locked37.64776092
13Locked37.642472128
14Locked37.315331240
15Locked37.68939135
16Locked37.6576531
17Locked37.32877438
18Locked37.36394115
19Locked37.6459081
20Locked37.34311122
21Locked37.32009532
22Locked37.3325255
23Locked37.6148970
24Locked37.3166539

 

 
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CMB123
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Re: Unreliable broadband connection

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030001444.2512016 qam1
23940030342.5512016 qam4
34620023443.2512016 qam3
45369976543.7512016 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0050
2ATDMA00170
3ATDMA00430
4ATDMA0080
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Laurie_C
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Re: Unreliable broadband connection

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

Laurie_C
Forum Team
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CMB123
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Re: Unreliable broadband connection

Hi Laurie_C,

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

 

Thanks,

 

Carl

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