on 06-06-2021 11:47
Our connection has been showing issues for a couple of weeks now after being borderline perfect for years.
I have tried both tests on the virginmedia site with essentially the same result...
This is the router status. As you can see the upstream channels aren't behaving and the errors look a little... Excessive.
Resetting the router will return things to normal for a time, but this keeps happening.
This is todays TBB quality graph.
As you can see this isn't good. Can anyone suggest anything?
on 06-06-2021 12:44
Upstream channels are dropping out. I've flagged for staff to comment, but when was the hub last rebooted? I suspect given the appalling connection visible in the BQM that you're rebooting fairly frequently, in which case you'll need a technician visit.
on 06-06-2021 14:30
Hi Fivethumbs,
Thanks for posting and sorry to hear you're having some issues with the connection.
I've been able to locate your account using your forum details and can see that an engineer is needed.
I just need to confirm a few details with your first, I've send you over a private message for this (purple envelope, top right hand corner)
Alex_Rm
on 06-06-2021 15:22
Thanks very much for popping your details over via private message.
I've arranged a technician for you, you can view the time and date of your appointment via your online account here
Alex_Rm
on 13-06-2021 16:18
Well, after an engineer coming out and replacing the Superhub 2 with a Hub 3.0 things are a little better most of the time. However the router is still dropping to one upstream channel and we are still getting connection dropouts with the log showing T3 timeouts.
This is todays graph...
Interestingly the catch-up on our TV box went off at the same time and I don't know if that is because the broadband connection went or if it was a separate connection loss to the TV box. Does the TV box use the ethernet connection for catch-up?
We have also been getting corruption on live TV channels which is shown below
I have no idea if this is coincidence, but it does make me suspect there may be an issue at the street cabinet.
Can anyone suggest anything?
Thanks!
on 14-06-2021 10:03
Post up the stats for the Hub 3 (as text)
I'd concur that there is a problem between cab and property if the hub has been replaced! (I imagine that the engineer checked the internal coax)
on 09-07-2021 22:17
Sorry for not replying! The connection improved for a bit and I forgotten I had posted. Things have gone downhill again recently so here are the Hub3 stats
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 2.2 | 40 | 256 qam | 25 |
2 | 267000000 | 1.5 | 38 | 256 qam | 17 |
3 | 275000000 | 1.5 | 40 | 256 qam | 18 |
4 | 283000000 | 1.7 | 40 | 256 qam | 19 |
5 | 291000000 | 1.7 | 40 | 256 qam | 20 |
6 | 299000000 | 2 | 40 | 256 qam | 21 |
7 | 307000000 | 2.2 | 40 | 256 qam | 22 |
8 | 315000000 | 2.2 | 40 | 256 qam | 23 |
9 | 323000000 | 2.2 | 40 | 256 qam | 24 |
10 | 339000000 | 2 | 40 | 256 qam | 26 |
11 | 347000000 | 1.7 | 38 | 256 qam | 27 |
12 | 355000000 | 0.7 | 40 | 256 qam | 28 |
13 | 363000000 | 0.5 | 40 | 256 qam | 29 |
14 | 371000000 | 0.5 | 40 | 256 qam | 30 |
15 | 379000000 | 0.7 | 40 | 256 qam | 31 |
16 | 387000000 | 0.7 | 38 | 256 qam | 32 |
17 | 395000000 | 1 | 40 | 256 qam | 33 |
18 | 403000000 | 1 | 40 | 256 qam | 34 |
19 | 411000000 | 1.4 | 40 | 256 qam | 35 |
20 | 419000000 | 1.2 | 40 | 256 qam | 36 |
21 | 427000000 | 1 | 40 | 256 qam | 37 |
22 | 435000000 | 0.5 | 38 | 256 qam | 38 |
23 | 443000000 | -0.2 | 40 | 256 qam | 39 |
24 | 451000000 | 0 | 38 | 256 qam | 40 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 76 | 68 |
2 | Locked | 38.9 | 258 | 64 |
3 | Locked | 40.3 | 191 | 52 |
4 | Locked | 40.9 | 160 | 54 |
5 | Locked | 40.3 | 130 | 50 |
6 | Locked | 40.3 | 120 | 51 |
7 | Locked | 40.3 | 120 | 52 |
8 | Locked | 40.3 | 91 | 54 |
9 | Locked | 40.3 | 96 | 53 |
10 | Locked | 40.3 | 72 | 50 |
11 | Locked | 38.9 | 71 | 53 |
12 | Locked | 40.3 | 73 | 39 |
13 | Locked | 40.3 | 58 | 73 |
14 | Locked | 40.3 | 52 | 82 |
15 | Locked | 40.3 | 75 | 58 |
16 | Locked | 38.9 | 45 | 130 |
17 | Locked | 40.3 | 44 | 79 |
18 | Locked | 40.3 | 50 | 79 |
19 | Locked | 40.3 | 49 | 73 |
20 | Locked | 40.3 | 38 | 84 |
21 | Locked | 40.3 | 39 | 88 |
22 | Locked | 38.6 | 48 | 159 |
23 | Locked | 40.3 | 36 | 143 |
24 | Locked | 38.9 | 52 | 85 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60299969 | 49.5 | 5120 | 64 qam | 1 |
2 | 39399983 | 48 | 5120 | 64 qam | 4 |
3 | 46199983 | 48.5 | 5120 | 64 qam | 3 |
4 | 53700017 | 49.5 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 09-07-2021 22:17
Network Log
Time Priority Description
09/07/2021 20:45:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:44:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:44:52 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:44:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:44:12 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:43:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:43:52 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:43:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:43:32 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:29:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:29:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:21 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 20:28:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 19:49:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 19:14:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 19:14:40 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 10-07-2021 09:00
Hi @Fivethumbs,
Sorry to hear you are still having ongoing issues with your connection.
I need to run through some diagnostics but I can currently see you are currently in Modem mode. Please put the hub in router mode so we can look into this further.
Cheers
on 10-07-2021 14:15
The Hub is now in router mode!