Menu
Reply
Fivethumbs
  • 8
  • 0
  • 0
Joining in
810 Views
Message 1 of 12
Flag for a moderator

Connection dropouts, slow speeds and packet loss.

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...

Virgin site test resultVirgin site test resultThis is the router status. As you can see the upstream channels aren't behaving and the errors look a little... Excessive.Router StatusRouter Status

Resetting the router will return things to normal for a time, but this keeps happening.

This is todays TBB quality graph.TBB Quality GraphTBB Quality Graph

As you can see this isn't good. Can anyone suggest anything? 

0 Kudos
Reply
Andrew-G
  • 9.53K
  • 1.54K
  • 4.56K
Very Insightful Person
Very Insightful Person
795 Views
Message 2 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Alex_RM
  • 5.95K
  • 319
  • 447
Forum Team
Forum Team
780 Views
Message 3 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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

0 Kudos
Reply
Alex_RM
  • 5.95K
  • 319
  • 447
Forum Team
Forum Team
772 Views
Message 4 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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

 

0 Kudos
Reply
Fivethumbs
  • 8
  • 0
  • 0
Joining in
601 Views
Message 5 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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...

5606d73908a6e44a4897d82ae62a4e316eda493a-13-06-2021

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

 

[video]

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!

 

 

0 Kudos
Reply
lotharmat
  • 3.85K
  • 259
  • 724
Community elder
575 Views
Message 6 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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)




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Fivethumbs
  • 8
  • 0
  • 0
Joining in
412 Views
Message 7 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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

13310000002.240256 qam25
22670000001.538256 qam17
32750000001.540256 qam18
42830000001.740256 qam19
52910000001.740256 qam20
6299000000240256 qam21
73070000002.240256 qam22
83150000002.240256 qam23
93230000002.240256 qam24
10339000000240256 qam26
113470000001.738256 qam27
123550000000.740256 qam28
133630000000.540256 qam29
143710000000.540256 qam30
153790000000.740256 qam31
163870000000.738256 qam32
17395000000140256 qam33
18403000000140256 qam34
194110000001.440256 qam35
204190000001.240256 qam36
21427000000140256 qam37
224350000000.538256 qam38
23443000000-0.240256 qam39
24451000000038256 qam40



Downstream bonded channels

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

1Locked40.37668
2Locked38.925864
3Locked40.319152
4Locked40.916054
5Locked40.313050
6Locked40.312051
7Locked40.312052
8Locked40.39154
9Locked40.39653
10Locked40.37250
11Locked38.97153
12Locked40.37339
13Locked40.35873
14Locked40.35282
15Locked40.37558
16Locked38.945130
17Locked40.34479
18Locked40.35079
19Locked40.34973
20Locked40.33884
21Locked40.33988
22Locked38.648159
23Locked40.336143
24Locked38.952

85

 

Upstream bonded channels

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

16029996949.5512064 qam1
23939998348512064 qam4
34619998348.5512064 qam3
45370001749.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0010
4ATDMA0010

 

 

0 Kudos
Reply
Fivethumbs
  • 8
  • 0
  • 0
Joining in
411 Views
Message 8 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

Network Log

Time Priority Description

09/07/2021 20:45:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:52criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:52criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:29:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:29:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:41criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:49:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:14:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:14:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

275367fe3487f9a000b98433abd4c8e161d0652a-09-07-2021

0 Kudos
Reply
Ayisha_B
  • 2.83K
  • 99
  • 260
Forum Team
Forum Team
369 Views
Message 9 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

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

Ayisha_B
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Fivethumbs
  • 8
  • 0
  • 0
Joining in
354 Views
Message 10 of 12
Flag for a moderator

Re: Connection dropouts, slow speeds and packet loss.

The Hub is now in router mode! 

0 Kudos
Reply