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

[DA65]

Sorry first pic of BCM rejected marked up version attached

[DA65]

Following my earlier post on Tuesday the problems continue and have been particularly frequent over the last two evenings .

The following BQM outputs show the situation yesterday and today before and following a router restart

Attached are Router stas after restart

.

Downstream bonded channels

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

1	234750000	-5	38	256 qam	13
2	138750000	-1	38	256 qam	1
3	146750000	-1.5	38	256 qam	2
4	154750000	-2	38	256 qam	3
5	162750000	-2.2	38	256 qam	4
6	170750000	-2.2	38	256 qam	5
7	178750000	-2.7	38	256 qam	6
8	186750000	-3.2	38	256 qam	7
9	194750000	-3.4	38	256 qam	8
10	202750000	-3.5	38	256 qam	9
11	210750000	-3.9	37	256 qam	10
12	218750000	-4.2	36	256 qam	11
13	226750000	-4.5	37	256 qam	12
14	242750000	-5.5	38	256 qam	14
15	250750000	-5.9	38	256 qam	15
16	258750000	-5.7	38	256 qam	16
17	266750000	-5	38	256 qam	17
18	274750000	-5	38	256 qam	18
19	282750000	-5.2	38	256 qam	19
20	290750000	-6	38	256 qam	20
21	298750000	-5.9	38	256 qam	21
22	306750000	-6.2	38	256 qam	22
23	314750000	-6	38	256 qam	23
24	322750000	-6.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	28	0
2	Locked	38.9	17	0
3	Locked	38.9	21	0
4	Locked	38.6	14	0
5	Locked	38.6	17	0
6	Locked	38.9	20	0
7	Locked	38.9	5	0
8	Locked	38.9	7	0
9	Locked	38.6	18	0
10	Locked	38.6	19	0
11	Locked	37.6	11	0
12	Locked	36.6	22	0
13	Locked	37.6	26	0
14	Locked	38.6	16	0
15	Locked	38.6	12	0
16	Locked	38.6	14	0
17	Locked	38.6	8	0
18	Locked	38.9	9	0
19	Locked	38.9	7	0
20	Locked	38.6	5	0
21	Locked	38.6	8	0
22	Locked	38.6	12	0
23	Locked	38.6	13	0
24	Locked	38.6	19	0

Upstream bonded channels

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

1	49600000	50.3	5120	64 qam	7
2	36600000	49.8	5120	64 qam	9
3	23600000	50.3	5120	64 qam	11
4	43100000	50	5120	64 qam	8
5	30100000	50	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	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Addix previousy identified issues with low downstream power levels which now seem to be even lower on more channels he also identified high upstream power levels.

Can VM please look at the data and advise what the issue is and how it  can be resolved.

[Cardiffman282]

Yup upstream power levels look high to me and downstream are also a bit low. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111 / 150.

[Client62]

The BQM indicates there was a total loss of service from 1am to 9am the following day.

Yet there is not a single word about this in the original post.

What is the BQM pointing to ?   A generic VPN exit point perhaps ?

[Sephiroth]

… Or the public IP address has changed and the BQM is thus no longer in contact with the hub.

Is there an attenuator on the back of your hub?  If so, please remove it and keep us informed.  Of course, the coax cable need to be tightly screwed inn at both ends.

[DA65]

Sorry I did mention in second post that despite BQM showing 100% packet loss internet was working fine but post exceeded word count and this was lost.  BQM points to IP address shown by BQM What is my ip address tool.

[DA65]

there is what I believe to be an attenuator on the phone line connected to the hub but no other that I am aware of.

[Client62]

Check the BQM IP it does not appear to be a VM Hub.
For our Hub the Admin >> Info section of the Hub's menu shows the IPv4 address use this IP in BQM.

What is my ip address tool will return the wrong answer if performed over a VPN or via Apple Relay etc.

[John_GS]

Hi @DA65 

Thanks for posting and welcome back to the community. Apologies for any service issues. We'll send you a PM now to assist further.

[Tom_W1]

Hi @DA65 thanks for your post here in the Community although we're sorry to hear of your concerns.

We do see you've managed to get some help on this via an alternative thread which is great news!
If you need any further help, please don't hesitate to let us know.

Many thanks