Intermittent broadband

[jaydodz]

Hi,

Over the last week my internet drops out for around 30 seconds at a time. Any help would be appreciated.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBm V) SNR (dB) Modulation Channel ID

4	163000000	7.4	39	QAM256	4
1	139000000	8.1	38.6	QAM256	1
2	147000000	7.9	38.6	QAM256	2
3	155000000	7.8	39	QAM256	3
5	171000000	7.1	39	QAM256	5
6	179000000	6.8	39	QAM256	6
7	187000000	6.6	39	QAM256	7
8	195000000	6.4	39	QAM256	8
9	203000000	6.2	38.6	QAM256	9
10	211000000	6.2	39.9	QAM256	10
11	219000000	6	39	QAM256	11
12	227000000	6	39	QAM256	12
13	235000000	6.1	39	QAM256	13
14	243000000	6.2	38.6	QAM256	14
15	251000000	6.6	38.6	QAM256	15
16	259000000	7.4	40.4	QAM256	16
17	267000000	7.1	40.4	QAM256	17
18	275000000	6.9	40.4	QAM256	18
19	283000000	7.3	40.4	QAM256	19
20	291000000	8.2	40.9	QAM256	20
21	299000000	8.5	40.4	QAM256	21
22	307000000	7.7	40.4	QAM256	22
23	315000000	7.3	40.9	QAM256	23
24	323000000	6.8	40.4	QAM256	24
25	331000000	6.6	40.4	QAM256	25
26	339000000	6.4	40.4	QAM256	26
27	347000000	6	40.4	QAM256	27
28	355000000	6	40.4	QAM256	28
29	363000000	6.2	40.4	QAM256	29
30	371000000	6.5	40.4	QAM256	30
31	379000000	6.3	40.4	QAM256	31

3.0 Downstream channels

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

4	Locked	38.983261	0	0
1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	39.854763	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

4.6

480302351

0

[jaydodz]

3.0 Upstream channels

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

1	36600000	37	5120 KSym/sec	QAM64	3
2	23600000	37	5120 KSym/sec	QAM64	5
3	30100000	37	5120 KSym/sec	QAM32	4
4	43100000	37.5	5120 KSym/sec	QAM64	2
5	49600000	38	5120 KSym/sec	QAM64	1

3.0 Upstream 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
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

25.8

2K

QAM32

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

Time Priority Description

Mon 28/08/2023 20:38:25	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 17:23:55	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 12:24:53	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 12:24:53	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 12:24:36	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 10:12:04	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 10:12:04	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 06:16:37	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 05:47:45	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 05:16:08	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 04:15:38	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 01:03:51	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 01:03:51	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/08/2023 01:03:33	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 19:58:52	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 19:58:52	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 18:00:35	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 18:00:34	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 17:00:00	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 17:00:00	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/08/2023 16:52:58	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jaydodz]

Also the Hub 4 flashes white whenever the internet drops, if this helps

[jbrennand]

See this.....

First thing is to check for any “known network faults in your location - Try in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[jaydodz]

I have done this multiple times and there are no known issues in the areas. I have been monitoring it for about a week now.

If I reset my hub 4 it runs smoothly for around 7 hours. Then it will flash white and drop internet for about 30 seconds. It then does this every hour exactly until I reset it again, then another 7 hours smooth runnning.

 

[Ashleigh_C]

Hi there @jaydodz 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you so much again for posting. 

I have taken a look on our side and I can see there are a few issues with the Hub specs that will require an engineer to come take a look.

I will pop you a Private Message across now so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.