Virgin Media Community

[QMustard]

Hi all,

I recently upgraded our package to the 1Gbs option and have the Hub 4. This turned up on Saturday and set up went well, with no issues at all for the first 24 hours or so.

Between 1am - 2am Monday morning, the internet just dropped for around 5 minutes. I went to the Hub and saw it flashing white, with the wi-fi coming ang going for the same time.

Eventually it came back and everything was ok (bar the issue with the Hub 4 where it resets the SSID's that have been manually changed, but that seems to be an issue everyone is having when looking at other threads on the forum).

I left it alone and again on Tuesday morning, same time frame, around 1:30am, the issue happened again. So around 9am Tuesday morning, I reset the router using the pin hole option at the back and set everything back up again. Around 1:30am Wednesday morning, again the internet just cuts out and the Hub 4 appears to give the impression its rebooting.

Does anyone know whats causing this to happen? Its as if as soon as it gets to 1am, at anypoint between 1am and 2am, it will look as though the Hub 4 is rebooting, but I dont know if anything in the network log above indicates something else.

The only new addition after the latest random drop out was the T3 time-out appearing and then the MIMO Event. (I'm assuming the router is one hour out as it was around 01:25am this happened on the 6th).

When I was on the 200Mb package with the Hub 3, this was a very, very rare occurance in terms of the Internet dropping, happened maybe once or twice and I did make a previous thread about it. The set up I had back then was the Hub 3 in modem mode and my own TP router handling the wi-fi. I havent tried this set up yet on the Hub 4 as I was hoping to just use it out of the box.

If it helps to diagnose even further, we've been with Virgin Media since the NTL World days and the wiring coming into the house has been there for over 25 years now, if not longer, but the person I spoke to when changing the package said this wouldnt be an issue as the system would normally raise it if it needed changing first.

Apologises for the long post, I figured I'd try and put as much information in as possible as I'd really like this resolved. I work a lot from home and need a stable connection.

Below are my router logs.

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

1	411000000	4.5	40.4	QAM256	1
2	419000000	4.6	40.4	QAM256	2
3	427000000	4.4	40.4	QAM256	3
4	435000000	4.3	40.9	QAM256	4
5	443000000	4	40.4	QAM256	5
6	451000000	3.6	40.4	QAM256	6
7	459000000	4.3	40.9	QAM256	7
8	467000000	4.2	40.4	QAM256	8
9	475000000	4.2	40.9	QAM256	9
10	483000000	4.8	40.9	QAM256	10
11	491000000	4.9	40.9	QAM256	11
12	499000000	5.2	40.4	QAM256	12
13	507000000	5.1	40.9	QAM256	13
14	515000000	5.3	40.4	QAM256	14
15	523000000	5.4	40.9	QAM256	15
16	531000000	4.9	40.9	QAM256	16
17	539000000	5.6	40.9	QAM256	17
18	547000000	5.7	40.9	QAM256	18
19	555000000	5.5	40.9	QAM256	19
20	563000000	6.1	40.9	QAM256	20
21	571000000	5.9	40.4	QAM256	21
22	579000000	6	40.4	QAM256	22
23	587000000	5.7	40.9	QAM256	23
24	595000000	5.5	40.9	QAM256	24
25	603000000	5.6	40.9	QAM256	25
26	611000000	5.4	40.9	QAM256	26
27	619000000	5.7	40.9	QAM256	27
28	627000000	5.7	40.4	QAM256	28
29	635000000	6.1	40.4	QAM256	29
30	643000000	6.2	40.9	QAM256	30
31	651000000	5.1	40.4	QAM256	31

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

1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.946209	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	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	40.946209	0	0
25	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

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

1	32600000	47	5120 KSym/sec	64QAM	5
2	46200000	47	5120 KSym/sec	64QAM	3
3	53700000	47.3	5120 KSym/sec	64QAM	2
4	39400000	47	5120 KSym/sec	64QAM	4

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Time Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:01	3	No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:36	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:44	5	RCS Partial Service;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:18	3	No Ranging Response received - T3 time-out;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Removed;CMTS-MAC=Removed;CM-QOS=1.1;CM-VER=3.1;

Thanks in advance for any help / comments / questions.

[QMustard]

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

1	411000000	4.5	40.4	QAM256	1
2	419000000	4.6	40.4	QAM256	2
3	427000000	4.4	40.4	QAM256	3
4	435000000	4.3	40.9	QAM256	4
5	443000000	4	40.4	QAM256	5
6	451000000	3.6	40.4	QAM256	6
7	459000000	4.3	40.9	QAM256	7
8	467000000	4.2	40.4	QAM256	8
9	475000000	4.2	40.9	QAM256	9
10	483000000	4.8	40.9	QAM256	10
11	491000000	4.9	40.9	QAM256	11
12	499000000	5.2	40.4	QAM256	12
13	507000000	5.1	40.9	QAM256	13
14	515000000	5.3	40.4	QAM256	14
15	523000000	5.4	40.9	QAM256	15
16	531000000	4.9	40.9	QAM256	16
17	539000000	5.6	40.9	QAM256	17
18	547000000	5.7	40.9	QAM256	18
19	555000000	5.5	40.9	QAM256	19
20	563000000	6.1	40.9	QAM256	20
21	571000000	5.9	40.4	QAM256	21
22	579000000	6	40.4	QAM256	22
23	587000000	5.7	40.9	QAM256	23
24	595000000	5.5	40.9	QAM256	24
25	603000000	5.6	40.9	QAM256	25
26	611000000	5.4	40.9	QAM256	26
27	619000000	5.7	40.9	QAM256	27
28	627000000	5.7	40.4	QAM256	28
29	635000000	6.1	40.4	QAM256	29
30	643000000	6.2	40.9	QAM256	30
31	651000000	5.1	40.4	QAM256	31

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

1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.946209	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	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	40.946209	0	0
25	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

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

1	32600000	47	5120 KSym/sec	64QAM	5
2	46200000	47	5120 KSym/sec	64QAM	3
3	53700000	47.3	5120 KSym/sec	64QAM	2
4	39400000	47	5120 KSym/sec	64QAM	4

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Time Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:01	3	No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:36	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:44	5	RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:18	3	No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;

[QMustard]

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

1	411000000	4.5	40.4	QAM256	1
2	419000000	4.6	40.4	QAM256	2
3	427000000	4.4	40.4	QAM256	3
4	435000000	4.3	40.9	QAM256	4
5	443000000	4	40.4	QAM256	5
6	451000000	3.6	40.4	QAM256	6
7	459000000	4.3	40.9	QAM256	7
8	467000000	4.2	40.4	QAM256	8
9	475000000	4.2	40.9	QAM256	9
10	483000000	4.8	40.9	QAM256	10
11	491000000	4.9	40.9	QAM256	11
12	499000000	5.2	40.4	QAM256	12
13	507000000	5.1	40.9	QAM256	13
14	515000000	5.3	40.4	QAM256	14
15	523000000	5.4	40.9	QAM256	15
16	531000000	4.9	40.9	QAM256	16
17	539000000	5.6	40.9	QAM256	17
18	547000000	5.7	40.9	QAM256	18
19	555000000	5.5	40.9	QAM256	19
20	563000000	6.1	40.9	QAM256	20
21	571000000	5.9	40.4	QAM256	21
22	579000000	6	40.4	QAM256	22
23	587000000	5.7	40.9	QAM256	23
24	595000000	5.5	40.9	QAM256	24
25	603000000	5.6	40.9	QAM256	25
26	611000000	5.4	40.9	QAM256	26
27	619000000	5.7	40.9	QAM256	27
28	627000000	5.7	40.4	QAM256	28
29	635000000	6.1	40.4	QAM256	29
30	643000000	6.2	40.9	QAM256	30
31	651000000	5.1	40.4	QAM256	31

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

1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.946209	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	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	40.946209	0	0
25	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

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

1	32600000	47	5120 KSym/sec	64QAM	5
2	46200000	47	5120 KSym/sec	64QAM	3
3	53700000	47.3	5120 KSym/sec	64QAM	2
4	39400000	47	5120 KSym/sec	64QAM	4

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Time Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:01	3	No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:36	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:29:44	5	RCS Partial Service;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 09:30:15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:18	3	No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;
Wed 06/04/2022 00:25:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Its probably nothing to be too concerned about. VM usually do network changes at that time - often unannounced. They only usually do it for a day or two. If it keeps happening then set up a BQM (as below) to collect the data as evidence.

________________________
If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[QMustard]

Ok, thank you.

I’ll keep an eye on it this week and see how it goes and bump the thread in a few days if it’s continuing with a BQM graph.

Everything else works fine (aside from the Hub 4 resetting the SSID’s when it does this, but that seems to be a firmware issue when looking across the forum), it’s just this random 1am to 2am issue unfortunately.

Does everything look ok with the network logs?

[jbrennand]

I am no "logs expert" particularly on the Hub4 with its flaky firmware 🙂

For ~20 years I have been in modem mode with my own router and wireless equipment - I prefer to retain control rather than let any ISP control it

[QMustard]

Ah ok! Thank you for responding anyway! 🙂

I might look to go back down the modem only route once this issue is hopefully sorted.

[Tom_W1]

Hi @QMustard, thanks for your post here in the community although I'm sorry to hear of the dropouts you're facing.

I've ran some diagnostics on your Hub using our systems, and I can see that there appears to be some issues with the power levels to your Hub so this is likely to be causing the dips across those times.

I'm going to need to arrange a technician to get this fixed for you, but in order to book this I'll just need to send you PM to ask you to confirm some details please.

Please expect this PM to arrive shortly and respond when you can!

Many thanks

[Tom_W1]

Hi Mike no problem, you're welcome, just bringing this back publicly now.

Yes that can happen and is sometimes a common fix - sometimes the engineer appointment and their work doesn't have to be too drastic in terms of a resolution 🙂

Your engineer appointment has been booked in and although  can't confirm the time publicly it'll be viewable on your My Virgin Media account where you can reschedule the time if necessary too.

If the issue for the technician's apppointment is as a result of misuse, neglect, accidental or willful damage, or if the technician discovers that the fault or problem relates to your personal equipment, you will be charged £25.
If the appointment is missed there is a £25 charge for a missed appointment.
I hope this helps and please let me know if you need any further support.

Many thanks

[QMustard]

Thats perfect, thank you very much. 🙂

I'll keep the thread updated with what happens.