Wired connection issues.

[Adam021987]

Good evening all

Not sure if anyone can help? 

We have been having issues with our wired connection from our virgin hub 3. The wired connection continuously drops out for anything between 5 - 60 seconds and its driving us crazy! This is intermittent and can happen continuously throughout the day. I have no issues with wifi, only the wired connection. We are using a cat 7 ethernet cable to a windows 10 pc. I have run various tests, tried on multiple computers and have tried multiple cables.

After sitting on the phone to support various times I am getting fed up with running through all the tests as I am getting no where. Support have said that they are unable to send out an engineer as they can not find a fault at their end. I have come to the conclusion that it is a fault with my virgin hub but have been told that they can not send me out a replacement. I also add that the light on the front of the hub is constantly red which according to virgins website means the router is over heating. The router is in an open space with plenty of ventilation so has no reason to overheat. The chap from support told me on the phone that the constant red light does not mean the hub is over heating. So is the virgin website wrong then?

This is becoming rather annoying. I was trying to complete courses for work but the internet kept dropping out, even as I am typing this the internet keeps dropping out, and as for online gaming well forget it! We have just renewed our contract and was told that our internet issue would be resolved. We never would of renewed if we thought we would still be having this problem. 

I understand I could buy a wifi dongle but would prefer the higher speeds that come with a wired connection. I would like to know if there is anybody that could assist or share some information on this matter if they have had similar issues? If not its back on the phone to the support to run through their tests once again and continue to go round in circles. 😞

Thank you for taking the time to read.

[Tudor · Accepted solution]

First, let’s have a look at your circuit, please provide the stats from the hub.

How to get stats from a VM 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.

[Adam021987]

Evening Tudor, Requested below. Network Log in next post as exceeded words. Sorry its also worth me pointing out that this only started last September when we moved home and kept the equipment from our old house. 

Downstream bonded channels

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

1	138750000	4.5	40	256 qam	1
2	146750000	4.5	40	256 qam	2
3	154750000	4.5	40	256 qam	3
4	162750000	4.6	40	256 qam	4
5	170750000	4.9	40	256 qam	5
6	178750000	4.9	40	256 qam	6
7	186750000	4.9	40	256 qam	7
8	194750000	4.9	40	256 qam	8
9	202750000	4.8	40	256 qam	9
10	210750000	4.9	40	256 qam	10
11	218750000	4.6	40	256 qam	11
12	226750000	4.4	40	256 qam	12
13	234750000	4.1	40	256 qam	13
14	242750000	4	40	256 qam	14
15	250750000	4.1	40	256 qam	15
16	258750000	4.4	40	256 qam	16
17	266750000	4.4	40	256 qam	17
18	274750000	4.1	40	256 qam	18
19	282750000	4	40	256 qam	19
20	290750000	4.3	40	256 qam	20
21	298750000	4.5	40	256 qam	21
22	306750000	4.6	40	256 qam	22
23	314750000	4.5	40	256 qam	23
24	322750000	4.6	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	3	0
2	Locked	40.9	8	0
3	Locked	40.3	6	0
4	Locked	40.9	8	0
5	Locked	40.9	7	0
6	Locked	40.9	9	0
7	Locked	40.3	10	0
8	Locked	40.3	14	0
9	Locked	40.9	20	0
10	Locked	40.3	16	0
11	Locked	40.9	26	0
12	Locked	40.3	39	0
13	Locked	40.3	37	0
14	Locked	40.3	53	0
15	Locked	40.9	70	0
16	Locked	40.3	91	0
17	Locked	40.9	99	0
18	Locked	40.9	106	0
19	Locked	40.9	119	0
20	Locked	40.9	157	0
21	Locked	40.3	182	0
22	Locked	40.9	232	0
23	Locked	40.3	281	0
24	Locked	40.3	335	0

Upstream bonded channels

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

1	53700263	46.3	5120	64 qam	2
2	39400029	46.5	5120	64 qam	4
3	46200283	46.3	5120	64 qam	3
4	60300278	46.3	5120	64 qam	1

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

 

[Adam021987]

Network Log

Time Priority Description

08/02/2022 19:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:05:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 07:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 07:33:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 19:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 16:06:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 07:39:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 01:43:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 19:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2022 15:06:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 11:25:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

All those stats on the surface look ok, Pre RS errors a correctable and you should always expect a few, but I don’t like the increase in their number relative to the increasing frequency band. These errors are accumulative since the hub was last power cycled so could you power cycle the hub and after a few hours post another set of figures. This should show if this observed increased continues.

[Adam021987]

Evening Tudor

Below as requested

Downstream bonded channels

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

1	138750000	4.5	40	256 qam	1
2	146750000	4.6	40	256 qam	2
3	154750000	4.6	40	256 qam	3
4	162750000	4.8	40	256 qam	4
5	170750000	5	40	256 qam	5
6	178750000	5	40	256 qam	6
7	186750000	5	40	256 qam	7
8	194750000	5	40	256 qam	8
9	202750000	4.9	40	256 qam	9
10	210750000	5	40	256 qam	10
11	218750000	4.8	40	256 qam	11
12	226750000	4.5	40	256 qam	12
13	234750000	4.3	40	256 qam	13
14	242750000	4.1	40	256 qam	14
15	250750000	4.3	40	256 qam	15
16	258750000	4.4	40	256 qam	16
17	266750000	4.5	40	256 qam	17
18	274750000	4.3	40	256 qam	18
19	282750000	4.1	40	256 qam	19
20	290750000	4.4	40	256 qam	20
21	298750000	4.6	40	256 qam	21
22	306750000	4.8	40	256 qam	22
23	314750000	4.6	40	256 qam	23
24	322750000	4.6	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	3	0
2	Locked	40.9	5	0
3	Locked	40.3	6	0
4	Locked	40.9	5	0
5	Locked	40.9	5	0
6	Locked	40.3	12	0
7	Locked	40.3	6	0
8	Locked	40.3	8	0
9	Locked	40.3	16	0
10	Locked	40.3	20	0
11	Locked	40.9	17	0
12	Locked	40.3	18	0
13	Locked	40.3	27	0
14	Locked	40.3	46	0
15	Locked	40.9	44	0
16	Locked	40.9	58	0
17	Locked	40.3	45	0
18	Locked	40.9	62	0
19	Locked	40.3	76	0
20	Locked	40.9	109	0
21	Locked	40.3	154	0
22	Locked	40.3	166	0
23	Locked	40.9	215	0
24	Locked	40.9	251	0

[Adam021987]

Upstream bonded channels

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

1	53700000	46.3	5120	64 qam	2
2	39400000	46.5	5120	64 qam	4
3	46200000	46.3	5120	64 qam	3
4	60300000	46.5	5120	64 qam	1

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

08/02/2022 19:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:15:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 18:05:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 07:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 07:33:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 19:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 16:06:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 07:39:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 01:43:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 19:39:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2022 15:06:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 20:47:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 11:25:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;