Virgin Media SH3 Random Reboots / Disconnects

[C33nf0]

Hi

I have been having trouble with my connection the past week and it seems to be getting worse by the day.

Im getting multiple disconnects / drops a day which isnt ideal when working from home.

The speeds seem fine i just get regular disconnects due to the hub rebooting.

I have been running a BBQM to try and show the drops but they dont always show ( ive posted some examples )

Could a mod please take a look into this please , i think ive posted all the relevant information below but if ive missed anything let me know and ill replay asap.

Downstream bonded channels

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

1	267000000	9	38	256 qam	17
2	139000000	9.8	37	256 qam	1
3	147000000	9.1	37	256 qam	2
4	155000000	9.6	37	256 qam	3
5	163000000	9.4	37	256 qam	4
6	171000000	9.4	37	256 qam	5
7	179000000	9.1	37	256 qam	6
8	187000000	9	38	256 qam	7
9	195000000	9.4	38	256 qam	8
10	203000000	8.6	38	256 qam	9
11	211000000	9.1	38	256 qam	10
12	219000000	8.6	37	256 qam	11
13	227000000	8.9	37	256 qam	12
14	235000000	8.9	38	256 qam	13
15	243000000	8.9	38	256 qam	14
16	251000000	9	38	256 qam	15
17	259000000	9	38	256 qam	16
18	275000000	9	38	256 qam	18
19	283000000	9.8	38	256 qam	19
20	291000000	10.3	38	256 qam	20
21	299000000	9.9	38	256 qam	21
22	307000000	10.5	38	256 qam	22
23	315000000	10.3	38	256 qam	23
24	323000000	11	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	5	0
2	Locked	37.6	0	0
3	Locked	37.3	0	0
4	Locked	37.6	5	0
5	Locked	37.6	0	0
6	Locked	37.6	4	0
7	Locked	37.6	5	0
8	Locked	38.6	0	0
9	Locked	38.6	5	0
10	Locked	38.6	0	0
11	Locked	38.6	0	0
12	Locked	37.6	0	0
13	Locked	37.6	4	0
14	Locked	38.9	0	0
15	Locked	38.6	0	0
16	Locked	38.6	5	0
17	Locked	38.6	0	0
18	Locked	38.6	0	0
19	Locked	38.6	4	0
20	Locked	38.6	5	0
21	Locked	38.9	6	0
22	Locked	38.9	5	0
23	Locked	38.6	0	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	60299961	43.5	5120	64 qam	1
2	39399993	43.5	5120	64 qam	4
3	46199964	43.5	5120	64 qam	3
4	53699964	43.5	5120	64 qam	2

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

[C33nf0]

Hi

Thanks for the input

pstream bonded channels

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

1	25800000	46.5	5120	64 qam	6
2	32599971	48	5120	64 qam	5
3	39399974	48	5120	64 qam	4
4	46199959	48	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

[Adduxi]

Those Upstream stats are fine.   Over to VM for more diagnostics ?

[Martin_N]

Hi C33nf0,

Thank you for your post. I'm very sorry to hear about the issue with your broadband service. 

I have taken a look on our system and I am unable to see anything that could be affecting this. 

Can you confirm if you're continuing to have issues with this?

^Martin

[C33nf0]

Hi 

Thanks for coming back

Yes its still happening , posting after yet another restart

Appreciate all the help from mods but its not really getting me anywhere , theres clearly something not right if i can provide daily evidence of the modem restarting.

If nothing else can be done then ill give cancellations a call , again not flamming the mods you have all responded pretty quick

[Paulina_Z]

Hi @C33nf0,

Thank you for coming back to us about your ongoing issue. I do understand that this must have been very frustrating for you.

After running some further checks, I am getting the same results as my colleagues, that there are no visible issues on your network. However, after running some additional checks, I can see that your Hub is in Modem Mode. We're unable to run accurate checks when your Hub is in Modem Mode as the connection is fed through to another third party router. 

If you're able to put your Hub back into Router Mode and leave it on for at least 24 hours, we'll be able to run accurate checks and see if there are any issues with your power levels that are causing you the problem.

Thank you.

[C33nf0]

Hi

I will enable full router mode now , its getting worse since easter hols started below is past 24 hrs

[C33nf0]

Hi

Ive now resorted to checking the router at intervals to try and catch an issue

Below is current levels , isnt 6 dBmV the upper limits for downstream ?

Downstream bonded channels

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

1	331000000	5.4	38	256 qam	25
2	339000000	5.6	38	256 qam	26
3	347000000	5.9	38	256 qam	27
4	355000000	5.5	38	256 qam	28
5	363000000	5.9	38	256 qam	29
6	371000000	5.5	38	256 qam	30
7	379000000	5.9	38	256 qam	31
8	387000000	5.5	38	256 qam	32
9	395000000	5.3	38	256 qam	33
10	403000000	5.5	40	256 qam	34
11	411000000	5.5	38	256 qam	35
12	419000000	5.1	40	256 qam	36
13	427000000	5.1	40	256 qam	37
14	435000000	5	38	256 qam	38
15	443000000	5	38	256 qam	39
16	451000000	5	38	256 qam	40
17	459000000	4.8	38	256 qam	41
18	467000000	4.9	38	256 qam	42
19	475000000	4.3	38	256 qam	43
20	483000000	4.5	40	256 qam	44
21	491000000	4.5	38	256 qam	45
22	499000000	4.5	38	256 qam	46
23	507000000	4.9	38	256 qam	47
24	515000000	4	38	256 qam	48

Downstream bonded channels

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

1	Locked	38.6	12	0
2	Locked	38.9	6	0
3	Locked	38.9	21	0
4	Locked	38.9	19	0
5	Locked	38.9	19	0
6	Locked	38.9	8	0
7	Locked	38.9	4	0
8	Locked	38.9	5	0
9	Locked	38.9	5	0
10	Locked	40.3	9	0
11	Locked	38.9	4	0
12	Locked	40.3	7	0
13	Locked	40.3	7	0
14	Locked	38.9	5	0
15	Locked	38.9	6	0
16	Locked	38.9	5	0
17	Locked	38.9	10	0
18	Locked	38.9	20	0
19	Locked	38.9	28	0
20	Locked	40.3	21	0
21	Locked	38.6	20	0
22	Locked	38.9	15	0
23	Locked	38.6	6	0
24	Locked	38.6	13	0

[Steven_L]

Thanks for coming back to us @C33nf0.

Have you been able to try putting your hub in full router mode since you last posted?

If you have, has this had any affect on your connection at all?

Regards,

Steven_L

[C33nf0]

Hi

Thanks for coming back

I have put the router into modem mode when asked and has been since.

Things that have happened since

• My ip address changed
• The seems to be more noise in my BBQM charts
• I still get reboots ( below is yesterday )

[legacy1]

---

@Steven_L wrote:

Have you been able to try putting your hub in full router mode since you last posted?

If you have, has this had any affect on your connection at all?

---

It has the affect of not wanting to be in router mode when they are paying for modem mode

The bet that you will find nothing wrong with the hub in router mode or modem mode is a given.