High ping, Random disconnections - Phone support states it's "Fine"
Hello, For a few months now I've noticed my internet becoming more and more erratic, I know around midnight theres a chance an update is pushed to the hub which knocks it off for a few moments which never used to be a problem but lately the hub will take several minutes to fully come back online. It will kick my devices offline, they lose connection to the internet first and then moments later it loses the WiFi signal, it regains the signal after a bit but then loses the signal again and again until it just randomly stabilises, this hasn't been the norm so it's odd and quite frustrating. Secondly, I'm noticing large ping spikes, which doesn't affect most things but certainly does effect gaming in a very negative way (30ms ping to 700ms ping spikes which lasts a few seconds and constantly happens then stops at random for a few minutes). I've had a talk on the support call line, the agent kept telling me everything looked fine and was operating normally, I raised my concerns about the errors and the power levels of the Downstream/Upstream channels and the fact that Virgins own website states: Broadband connection issues found Please wait for 15 minutes while we reconnect the WiFi Hub to our network. When I log in on the site and try to check out anything to do with my broadband from the website or the app itself, so how could it possibly be "Fine". I've now been told that I'm going to be paying a £25 fee for a technician to come out to my address, I assume because In their eyes, I must be imagining these ping spikes and issues I'm encountering, or they just refuse to acknowledge the problem. My network log is filled with a lot of these: RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; Lost MDD Timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; These errors repeat throughout the day, every single day. Here's the Downstream/Upstream stats also: Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 203000000 0.2 38 256 qam 9 2 139000000 -0.4 38 256 qam 1 3 147000000 0 38 256 qam 2 4 155000000 0.4 38 256 qam 3 5 163000000 0.5 38 256 qam 4 6 171000000 0.9 38 256 qam 5 7 179000000 0.7 38 256 qam 6 8 187000000 0.9 38 256 qam 7 9 195000000 0.5 38 256 qam 8 10 275000000 1.2 40 256 qam 18 11 283000000 1.2 40 256 qam 19 12 291000000 1.2 38 256 qam 20 13 299000000 1.2 38 256 qam 21 14 307000000 1.2 40 256 qam 22 15 315000000 1.5 40 256 qam 23 16 323000000 1.7 38 256 qam 24 17 331000000 1.9 38 256 qam 25 18 339000000 2.5 38 256 qam 26 19 347000000 3 38 256 qam 27 20 355000000 3.2 40 256 qam 28 21 363000000 3.2 40 256 qam 29 22 371000000 3 40 256 qam 30 23 379000000 3.2 38 256 qam 31 24 387000000 3 40 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 48 0 2 Locked 38.6 54423 0 3 Locked 38.6 79676 345677 4 Locked 38.9 130935 263022 5 Locked 38.9 356 0 6 Locked 38.9 130 0 7 Locked 38.9 77 0 8 Locked 38.9 44 0 9 Locked 38.9 74 0 10 Locked 40.3 26 0 11 Locked 40.9 22 0 12 Locked 38.9 10 0 13 Locked 38.9 5 0 14 Locked 40.3 5 0 15 Locked 40.3 6 0 16 Locked 38.9 5 0 17 Locked 38.6 4 0 18 Locked 38.9 12 0 19 Locked 38.9 56 0 20 Locked 40.3 8 0 21 Locked 40.9 18 0 22 Locked 40.3 4 0 23 Locked 38.9 5 0 24 Locked 40.3 4 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 55.3 5120 64 qam 1 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0
Having issues every day since being upgraded to a SH5
As above, recently got upgraded to a SH5 from a 3 - now I'm having issues every day with it - the connection will randomly drop out on the incoming side once or twice a day, with a lot of post-RS errors (it's often much, much higher than these which are the current ones): The wifi is terrible too - it'll often drop the 5ghz network completely and everything will drop back to the 2.4ghz network, sometimes everything reconnects, other times nothing will work until I change the channel back and forth on the router and let it all come back up (even worse, the channel changing bug where it won't change channel unless you also change channel width and then change it back, is STILL there in the software and that's a bug I reported probably 4-5 YEARS ago, come on, really?!) Didn't have any issues with the SH3 like this, possibly a faulty SH5? Anyone had similar issues? I'm also getting awful speed drops, even when the errors on the incoming side stop accumulating, I'll have maybe 60mbps download speed, instead of 1000, and nothing will fix it bar power cycling the router.Bad drops and errors on my line
So, I've had 15 drop outs in the last 2 hours, where the internet just locks up and nothing will load, I've tried the hub reset and also made sure all cables are plugged in correctly and snug, not the issue this also happens over wired and wifi. 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 50.3 5120 QAM 64 1 1 43100000 49.8 5120 QAM 64 2 2 36600000 49.5 5120 QAM 64 3 3 30100000 49 5120 QAM 64 4 4 23600000 48.5 5120 QAM 64 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 19 0 1 ATDMA 0 0 21 0 2 ATDMA 0 0 21 0 3 ATDMA 0 0 21 0 4 ATDMA 0 0 19 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 10 11 45.7 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 10 OFDMA 220 74000000 0 0 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 306000000 7.9 41 QAM 256 22 2 146000000 7.3 41 QAM 256 2 3 154000000 7.2 40 QAM 256 3 4 162000000 7.2 40 QAM 256 4 5 170000000 7.1 40 QAM 256 5 6 178000000 7.1 40 QAM 256 6 7 186000000 7.1 40 QAM 256 7 8 194000000 7.3 41 QAM 256 8 9 202000000 7.1 41 QAM 256 9 10 210000000 7.3 40 QAM 256 10 11 218000000 7.2 40 QAM 256 11 12 226000000 7.2 40 QAM 256 12 13 234000000 7.1 40 QAM 256 13 14 242000000 7 40 QAM 256 14 15 250000000 6.9 40 QAM 256 15 16 258000000 6.9 40 QAM 256 16 17 266000000 7.1 40 QAM 256 17 18 274000000 7.3 40 QAM 256 18 19 282000000 7.6 40 QAM 256 19 20 290000000 7.9 40 QAM 256 20 21 298000000 7.9 41 QAM 256 21 22 314000000 7.8 41 QAM 256 23 23 322000000 7.7 40 QAM 256 24 24 330000000 7.6 41 QAM 256 25 25 338000000 7.7 41 QAM 256 26 26 346000000 7.6 40 QAM 256 27 27 354000000 7.4 40 QAM 256 28 28 362000000 7.2 40 QAM 256 29 29 370000000 7 40 QAM 256 30 30 378000000 6.8 40 QAM 256 31 31 386000000 6.7 40 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 14 0 2 Locked 41 9378 36398 3 Locked 40 8863 37367 4 Locked 40 8484 37295 5 Locked 40 8322 37473 6 Locked 40 7885 36659 7 Locked 40 7531 37011 8 Locked 41 0 0 9 Locked 41 7317 36982 10 Locked 40 658 5113 11 Locked 40 250 704 12 Locked 40 6073 36153 13 Locked 40 5744 36061 14 Locked 40 5604 37099 15 Locked 40 5491 36872 16 Locked 40 5127 37085 17 Locked 40 243 530 18 Locked 40 239 543 19 Locked 40 4170 36283 20 Locked 40 3990 36016 21 Locked 41 3774 37774 22 Locked 41 4309 6294 23 Locked 40 4417 6489 24 Locked 41 4391 6585 25 Locked 41 4535 6462 26 Locked 40 4545 6360 27 Locked 40 4400 6539 28 Locked 40 235 425 29 Locked 40 240 595 30 Locked 40 230 734 31 Locked 40 1562 34495 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 41 4.4 9657455 5439 Also to note I'm a Gig1 customer. Network Log Time Priority Description 26-02-2024 15:01:03 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:01:03 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:01:03 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:42 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Errors and Timeouts
Just now, my internet started “buffering” on Netflix which it never does (I’m on the 1GB service, using a Hub 5) so thought I would check my logs and noticed lots of T3 errors and critical messages. Can someone pls explain what I need to do as I don’t understand it. I was getting T3 errors before and when I rebooted they all went away but slowly creep back in. I have a broadband monitor set up which I have attached as well as the logs. Please advise accordingly. Logs on messages below. Thanks all. https://www.thinkbroadband.com/broadband/monitoring/quality/share/88b2215f41ff6a289f376f4055dd348faeb56a02
