20mb Superhub dropping connection

[Keeper22]

Greetings Gentlemen and Gentleladies, so I've been having issues now for a little over a week, called Virginmedia customer service several times and they've assured me everything is fine, whats happening is this.
I apologize for the layout but this is really starting to infuriate me.
Any insight into what could be causing this would help in some closure as I'm leaning more towards dropping VM all together and going elsewhere.
EDIT:
I've also noticed that the time frames shown are all an hour earlier than stated.
So if report A says 22:00 its actually 23:00.

Sat May 28 20:20:28 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Sat May 28 20:19:55 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Sat May 28 20:00:39 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Sat May 28 20:00:28 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Sat May 28 02:53:27 2011 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;


Time Priority Description
Mon May 30 21:49:55 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 30 21:49:46 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Mon May 30 21:49:36 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 30 21:49:03 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Sun May 29 09:38:43 2011 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Time Priority Description
Tue May 31 10:24:21 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 31 10:24:07 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Tue May 31 10:23:43 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 31 10:23:11 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;



Thu Jun 02 00:39:48 2011
Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 01 23:55:15 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 01 23:54:58 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Jun 01 23:00:35 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Wed Jun 01 02:38:14 2011 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[craigj2k12]

modem stats from the downstream and upstream pages on the modem http://192.168.100.1

[Keeper22]

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 48 55616000 Kbits/sec 298750000 Hz 5.8 dBmV 43.4 dB Hybrid
Locked QAM256 49 55616000 Kbits/sec 306750000 Hz 5.7 dBmV 43.0 dB Hybrid
Locked QAM256 50 55616000 Kbits/sec 314750000 Hz 5.3 dBmV 41.5 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 1 20480 Kbits/sec 45800000 Hz 46.2 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 602
Max Traffic Rate 20480000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 601
Max Traffic Rate 2080000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

[craigj2k12]

sorry didnt realise it was a superhub. why do you have a superhub on 20mb?

the events in the error log look like reboots, you may have a dodgy superhub, as the connection stats check out okay

[Stephen]

They started using Superhubs toward the end of the 20MB for new installs. In prep for the 30MB uplift.

[craigj2k12]

defninitley looks like a superhub problem with those stats and confirmed that there is no area fault

[Peter_]

Originally Posted by craigj2k11

defninitley looks like a superhub problem with those stats and confirmed that there is no area fault

It may be a network issue with the T3 and T4 timeouts and it would need to have a tech sent out to check the connection.

[Keeper22]

Thanks for the input guys, I got straight on the phone with VM they're sending out a tech for Monday, they even had the nerve to tell me that if nothings wrong they're going to charge me £10, the cheek of it.

[jb66]

Ask the tech to upgrade you to 30meg. He gets a fiver and it costs you nothing, well maybe a new 12month contract

[Peter_]

Originally Posted by Keeper22

they even had the nerve to tell me that if nothings wrong they're going to charge me £10, the cheek of it.

Well they got that bit wrong, it is £10 if you are not in and £30 for no issues.

But you have a fault so nothing to worry about.