Virgin Media Community

[Anonymous]

Hi there, I wonder if anyone can help ?

Since I upgraded to VM Hub 3, I have an issue where my connection disconnects for a second, reconnects and then continues working normally.

I used an internet connection monitor and below is a sample of the log -

Date and time Status

04/05/2022 10:53:31 PM	Online
04/05/2022 10:53:30 PM	No internet connection
04/05/2022 10:23:49 PM	Online
04/05/2022 10:23:48 PM	No internet connection
04/05/2022 10:16:47 PM	Online
04/05/2022 10:16:45 PM	No internet connection
04/05/2022 10:12:22 PM	Online
04/05/2022 10:12:20 PM	No internet connection
04/05/2022 10:07:06 PM	Online
04/05/2022 10:07:04 PM	No internet connection

I have a 6db attenuator fitted but the fault appears to be the same when it

is not connected.

Any suggestions would be welcome.

Best wishes.

[Anonymous]

Just to add some more information - the problem happens on several devices (TV, tablet, PC etc), using wireless and wired connections.

[Tudor · Accepted solution]

Please provide some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[Anonymous]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 435000000 9.5 37 256 qam 36
2 235000000 7 38 256 qam 13
3 243000000 7 38 256 qam 14
4 251000000 7 38 256 qam 15
5 259000000 7 38 256 qam 16
6 267000000 7 38 256 qam 17
7 275000000 7 37 256 qam 18
8 283000000 7.4 38 256 qam 19
9 291000000 7.3 37 256 qam 20
10 299000000 7.5 37 256 qam 21
11 307000000 7.9 37 256 qam 22
12 315000000 8.4 38 256 qam 23
13 323000000 8.5 37 256 qam 24
14 347000000 7.8 37 256 qam 25
15 355000000 8.1 37 256 qam 26
16 363000000 8.4 38 256 qam 27
17 371000000 8.4 37 256 qam 28
18 379000000 8.6 37 256 qam 29
19 387000000 9.1 37 256 qam 30
20 395000000 9.4 38 256 qam 31
21 403000000 9.5 38 256 qam 32
22 411000000 9.3 38 256 qam 33
23 419000000 9.3 38 256 qam 34
24 427000000 9.3 37 256 qam 35


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 15 0
2 Locked 38.6 6 0
3 Locked 38.6 9 0
4 Locked 38.9 7 0
5 Locked 38.6 6 0
6 Locked 38.6 7 0
7 Locked 37.6 6 0
8 Locked 38.6 6 0
9 Locked 37.6 12 0
10 Locked 37.3 8 0
11 Locked 37.6 6 0
12 Locked 38.6 4 0
13 Locked 37.6 3 0
14 Locked 37.6 4 0
15 Locked 37.3 6 0
16 Locked 38.6 11 0
17 Locked 37.3 7 0
18 Locked 37.6 8 0
19 Locked 37.3 7 0
20 Locked 38.6 11 0
21 Locked 38.6 10 0
22 Locked 38.6 4 0
23 Locked 38.6 9 0
24 Locked 37.6 9 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 45.3 5120 64 qam 3
2 32600000 45.3 5120 64 qam 5
3 39400009 45.3 5120 64 qam 4
4 53700002 45.3 5120 64 qam 2


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

Network Log
Time Priority Description
27/03/2022 01:12:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 22:51:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

Thank you for your reply.

I have posted the information requested.

Best wishes.

[legacy1]

I'm not sure about your “internet connection monitor” your using setup a BQM
https://www.thinkbroadband.com/broadband/monitoring/quality

The Ethernet cables your uses might be a reason for the disconnects look at getting new ones.
https://www.amazon.co.uk/dp/B004WCQBRI/?coliid=I1M1DTFS3CG3KX&colid=1BZ90MP5AMKFF&psc=1&ref_=lv_ov_l...

run CMD with
ping -t 194.168.4.100 to see any drop outs

[Anonymous]

Thank you for your reply.

Ethernet cables have already been replaced.

I have set up a BQM, which is in progress.

[Anonymous]

BQM so far....

[Anonymous]

Another thing I have noticed - the system tray icon for an ethernet or wireless connection changes

momentarily to an internet icon when the Hub disconnects.  See attached graphic.

[Anonymous]

Another BQM graph......any suggestions welcome !