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Broadband drops out daily

SimonRC
Tuning in

2 weeks ago

Hi all. 

Trying to get the ball rolling on solving this issue. For several weeks now, our broadband drops out at least once a day at random times. 

Turning the Hub5 on and off again usually solves the problem as long as it’s powered off for more than a few seconds, but it’s getting annoying now. 

I’ll try and pre-empt as many questions as possible -  any suggestions welcome. 

  • Numerous factory resets of the hub haven’t helped. 
  • Devices with a wired connection to hub also lose connection.
  • No obvious loose connections.
  • Virgin TV unaffected.
  • Wi-Fi signal is fine throughout the home.
  • No known issues in local area.
  • Light on hub remains solid white when connection is lost.

Many thanks guys 

16 REPLIES 16

infidel
Dialled in

2 weeks ago

Snap

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TerryB81
Tuning in

2 weeks ago - last edited 2 weeks ago

I too am having random dropouts, whereby the LAN/WAN ports seem to be reset. Logs on the hub (modem mode) and my own router correspond and a little search seems to suggest a problem at the cabinet which requires an engineer visit.

Time in Superhub log appears to be an hour out

I'm thinking about upgrading to Gig1, but won't be doing so unless this issue is sorted first.

Edit: MAC address.

TP Link Router.pngVirgin SH.jpg

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SimonRC
Tuning in

2 weeks ago

adding my BQM 

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RT123
On our wavelength

2 weeks ago

Hi.

Please could you post your router logs? This will help to identify any  issues with your connection. 

I do not work for VM, just trying to help!
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SimonRC
Tuning in
In response to RT123

2 weeks ago

Network Log

Time Priority Description
29-04-2024 20:53:18noticeGUI Login Status - Login Success from LAN interface
29-04-2024 09:17:15noticeREGISTRATION COMPLETE - Waiting for Operational status
29-04-2024 09:17:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:17:06noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:16:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:16:57noticeHonoring MDD; IP provisioning mode = IPv4
29-04-2024 09:16:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 09:16:34criticalCable Modem Reboot because of - HW or Power-On Reset
29-04-2024 02:01:11criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 02:01:11criticalCable Modem Reboot because of - Peer_down
28-04-2024 21:16:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 21:16:31criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 19:11:08criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 19:11:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:54:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:54:28criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 18:48:08criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 18:48:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:15:04criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 18:15:03criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 10:29:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:29:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:29:38criticalCable Modem Reboot because of - HW or Power-On Reset
28-04-2024 10:02:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:02:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 10:02:17criticalCable Modem Reboot because of - HW or Power-On Reset
27-04-2024 09:30:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-04-2024 09:30:39criticalCable Modem Reboot because of - HW or Power-On Reset
27-04-2024 09:18:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-04-2024 09:18:08criticalCable Modem Reboot because of - HW or Power-On Reset
24-04-2024 03:47:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-04-2024 03:47:21criticalCable Modem Reboot because of - kernel-panic
24-04-2024 03:38:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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SimonRC
Tuning in

2 weeks ago

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000009.740QAM 25625
21940000008.940QAM 2568
32020000008.940QAM 2569
42100000009.340QAM 25610
52180000009.440QAM 25611
62260000009.140QAM 25612
72340000009.540QAM 25613
82420000009.540QAM 25614
92500000009.440QAM 25615
102580000009.840QAM 25616
112660000009.740QAM 25617
122740000009.840QAM 25618
132820000009.840QAM 25619
142900000009.840QAM 25620
152980000009.940QAM 25621
163060000009.840QAM 25622
173140000001040QAM 25623
183220000009.940QAM 25624
193380000001040QAM 25626
203460000009.940QAM 25627
2135400000010.240QAM 25628
2236200000010.440QAM 25629
2337000000010.240QAM 25630
2437800000010.440QAM 25631
2538600000010.440QAM 25632
2639400000010.540QAM 25633
2740200000010.740QAM 25634
2841000000010.640QAM 25635
2941800000010.840QAM 25636
305220000001240QAM 25637
315300000001240QAM 25638

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4076310
2Locked4011330
3Locked4012020
4Locked4013470
5Locked4016420
6Locked4019940
7Locked4018400
8Locked4020440
9Locked4022520
10Locked4024390
11Locked4021040
12Locked4025370
13Locked4029830
14Locked4045070
15Locked4049110
16Locked4053590
17Locked4057130
18Locked4065310
19Locked4077060
20Locked4077840
21Locked4076470
22Locked4080220
23Locked4091330
24Locked40114390
25Locked40109780
26Locked40105410
27Locked4094340
28Locked40105040
29Locked40108420
30Locked40156340
31Locked40154190

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
39924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
39Locked4010.76077763390
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SimonRC
Tuning in

2 weeks ago

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000405120QAM 641
14310000040.35120QAM 642
23660000040.55120QAM 643
33010000040.55120QAM 644
42360000040.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.434.22KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2087400000000
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SimonRC
Tuning in

2 weeks ago

A VM engineer came today. Adjusted some levels, replaced some cable. 

The problem is now worse - 3 failures in 6 hours. 

In the words of Nottingham Forest I am now considering my options. 

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RT123
On our wavelength
In response to SimonRC

2 weeks ago - last edited 2 weeks ago

Hi,

Could you post the logs again please? There were some high downstream power levels  and also sync errors last time. And today’s BQM (let me know when the tech was around also).

Was an attenuator fitted?  (on my line, it’s a little attachment on the cable near the hub end) 

Judging by the fact you’ve had 3 failures in 6 hours, this suggests the same issue with the sync errors could still be present. 

I do not work for VM, just trying to help!
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