Intermittent broadband Freeze and Drop out

[DA65]

Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.

Have spoken with support but no resolution.

I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.

I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?

I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.

Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at  over 100Mbps.

Can anyone assist in finding a solution to stop these drop outs?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	234750000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	234750000	-4.4	38	256 qam	13
2	242750000	-4.9	38	256 qam	14
3	250750000	-5.4	38	256 qam	15
4	258750000	-5.2	38	256 qam	16
5	266750000	-4.7	38	256 qam	17
6	274750000	-4.7	38	256 qam	18
7	282750000	-4.7	38	256 qam	19
8	290750000	-5.4	38	256 qam	20
9	298750000	-5.2	38	256 qam	21
10	306750000	-5.5	38	256 qam	22
11	314750000	-5.5	38	256 qam	23
12	322750000	-5.5	38	256 qam	24
13	330750000	-5.5	38	256 qam	25
14	338750000	-5.9	38	256 qam	26
15	346750000	-5.9	38	256 qam	27
16	354750000	-6	38	256 qam	28
17	362750000	-6.5	38	256 qam	29
18	370750000	-6.9	38	256 qam	30
19	378750000	-7.5	37	256 qam	31
20	386750000	-7.7	37	256 qam	32
21	394750000	-7.7	37	256 qam	33
22	402750000	-7.7	38	256 qam	34
23	410750000	-8	37	256 qam	35
24	418750000	-8	37	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	12958	4686
2	Locked	38.6	23983	4886
3	Locked	38.6	14366	3631
4	Locked	38.9	14896	4036
5	Locked	38.6	13352	4329
6	Locked	38.9	13316	4115
7	Locked	38.9	13904	3968
8	Locked	38.9	16515	4306
9	Locked	38.6	16648	4603
10	Locked	38.9	17233	3332
11	Locked	38.6	17929	3545
12	Locked	38.6	18920	3940
13	Locked	38.9	19256	4366
14	Locked	38.6	19876	5754
15	Locked	38.6	19092	4191
16	Locked	38.6	19670	4100
17	Locked	38.9	21260	4771
18	Locked	38.6	22497	5044
19	Locked	37.6	26524	5589
20	Locked	37.6	25154	6548
21	Locked	37.6	23095	6757
22	Locked	38.6	22763	6005
23	Locked	37.6	23764	7739
24	Locked	37.6	23547	7600

[Adduxi · Accepted solution]

Your Downstream power is too low, should be above -6 and too many PostRS errors which is indicative of “noise” on the line.

A VM Mod should pick this up in a couple of days and discuss with you. 

[DA65]

My Network Logs

Network Log

Time Priority Description

29/10/2024 11:06:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2024 06:25:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2024 02:35:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2024 02:35:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2024 00:37:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2024 15:53:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2024 13:17:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2024 07:27:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2024 08:46:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 01:52:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 01:37:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 01:37:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 01:33:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2024 07:49:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2024 04:59:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2024 17:11:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2024 12:41:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2024 12:41:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2024 12:41:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2024 14:55:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

For the sake of completeness you should also post your upstream stats as well. 

[DA65]

Hi Adduxi 

Thanks for input will await VM Mod contact.

I have tried to add BQM chart using link from Thinkbroadband sharing feature and as a copied picture but failed both times can you tell me how i can do this please?

[DA65]

My Upstream data

 

Upstream bonded channels

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

1	49600000	51	5120	64 qam	7
2	36600000	51	5120	64 qam	9
3	23600000	51	5120	64 qam	11
4	43100000	51	5120	64 qam	8
5	30100000	51	5120	64 qam	10

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	1	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	0	0

[DA65]

BQM Info

[DA65]

Trace Route Channel 4

[Adduxi]

US power is right at the  top of the spec, so could be lowered.  The BQM has some packet loss showing with the red "fringing", but very small in fairness.  As for Channel 4, I get the same results with tracert and ping to both C4 servers.  This would suggest the router ignores ICMP requests for security reasons.

[DA65]

Thanks Adduxi.

This is BQm today at 12:30. Internet seems to be working ok Router status shows no fault warning since 00:13:10 this morning.

Does this show that test signal ping is losing packages but other internet packages are getting through?