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reeceh
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Connection dropping out & lagging audio calls whilst WFH

Hi,

Not sure if this is just a classic case of area congestion, but recently I've been experiencing what appears to be a loss of service for 30-60 seconds. The hub3 itself doesn't appear to drop connection (the status lights remain the same) but my PC, which is wired directly into the hub via a cat5e cable, will lose connection to everything for that short period of time. This is happening quite frequently, almost once or twice per hour these last few days. I started running a BQM yesterday, which can be found below. The monitor appeared to work straight away and throughout the night, until this morning (the red wall), and wouldn't start working again until the "firewall protection" setting on the hub3 was disabled.

Link to BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/aee01b24e1101dde0a2bd98f3e73deb05b...

cb463cd773ba4f0320939bdbdf7e5baa55bee472-19-01-2021.png

I shall post the router status info also.

Any assistance would be appreciated.

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 7 35 256 qam 25
2 267000000 6.9 36 256 qam 17
3 275000000 6.6 35 256 qam 18
4 283000000 7.3 35 256 qam 19
5 291000000 7.9 36 256 qam 20
6 299000000 8.5 35 256 qam 21
7 307000000 7.5 35 256 qam 22
8 315000000 7.6 35 256 qam 23
9 323000000 7.1 35 256 qam 24
10 339000000 7.8 36 256 qam 26
11 347000000 7.3 36 256 qam 27
12 355000000 7.3 36 256 qam 28
13 363000000 6.4 35 256 qam 29
14 371000000 5.8 35 256 qam 30
15 379000000 6.5 36 256 qam 31
16 387000000 6.1 35 256 qam 32
17 395000000 6.3 35 256 qam 33
18 403000000 5.9 35 256 qam 34
19 411000000 5.5 35 256 qam 35
20 419000000 5.6 35 256 qam 36
21 427000000 5.1 35 256 qam 37
22 435000000 5 35 256 qam 38
23 443000000 5 35 256 qam 39
24 451000000 5 35 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 35.5 4048 1895
2 Locked 35.7 2816 2210
3 Locked 35.7 3304 1025
4 Locked 35.7 3098 864
5 Locked 35.7 3254 410
6 Locked 35.7 2947 215
7 Locked 35.7 3238 692
8 Locked 35.7 3249 759
9 Locked 35.5 4023 835
10 Locked 36.3 3094 1025
11 Locked 36.3 2968 1863
12 Locked 35.7 3012 2225
13 Locked 35.5 3538 1633
14 Locked 35.7 3672 3346
15 Locked 35.7 3491 3745
16 Locked 35.7 3942 3802
17 Locked 35.5 10508 2966
18 Locked 35.5 5607 1443
19 Locked 35.5 5719 3114
20 Locked 35.7 5866 3206
21 Locked 35.5 6066 2805
22 Locked 35.5 7676 3205
23 Locked 35.5 7312 1664
24 Locked 35.7 6931 2532

 

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699937 46 5120 64 qam 2
2 32600002 46.5 5120 64 qam 5
3 39400002 46 5120 64 qam 4
4 46200024 45.5 5120 64 qam 3


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

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

Network Log
Time Priority Description
19/01/2021 09:55:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 03:05:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 19:52:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 08:53:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 07:42:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 01:22:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 00:53:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 11:38:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 11:38:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 11:35:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 11:35:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 05:54:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 02:14:18 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 02:14:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 07:53:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 01:42:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 10:27:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 01:15:32 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

Anyone?

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

Getting absolutely nowhere with the Virgin Media faults team.

I spoke to an engineer over the phone on Friday, who said that in the 2 hours since my hub was restarted, 6000 errors had accumulated on my line, she proceeded to book an engineer for Saturday to fix. The engineer arrived on Saturday morning, did nothing except look at the cabling, and told me that new "drop cabling" needs to be installed to the cabinet. She told me she would book this in, I would receive confirmation of the booking via text message and then she left. 

Today I called Virgin for an update; Who told me that the engineer who visited on Saturday has put in their notes, that all cabling was tested and no issues found, so nothing has been booked in. Now all they can do is send me a brand new hub. How should I proceed if the new hub doesn't fix my issues?

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reeceh
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Re: Connection dropping out & lagging audio calls whilst WFH

HELLO!?!?!? ANYONE?!?!

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sturrock
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Re: Connection dropping out & lagging audio calls whilst WFH

Hi reecehh we are having exactly the same problems, have resorted to using BT broad band as a back up now, it is slower but it is far more reliable!!

please see our BQM readings;
https://www.thinkbroadband.com/broadband/monitoring/quality/share/6f653ab1cd9c4f326467ce9300485f712f...
After 4pm this afternoon (red block on graph), after complete loss of service we switched to BT so even with no one using the virgin SH3 at our house Latency readings are still quite high!!
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