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dansmudge
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Vivid100 / green flashing lights / no internet

Hoping one of the experts on here can ease my frustration.
We had Vivid100 installed about 5 weeks ago.
This is a rough diary of what has happened since...

Week 1 & 2: patchy connection, variable speeds (10 - 90Mb), working about 50% of the time

Week 3: pretty much perfect, speeds around 20 - 100Mb, working about 95% of the time

Week 4:  very patchy connection, speeds around 20 - 60Mb, working about 20% of the time

Week 5:  terrible connection, speeds around 0 - 10Mb, working about 5% of the time

When the router isn't working it has an ever changing combination of flashing green lights on the front. I've tried rebooting, restoring to factory settings etc etc.

Spoken to customer services on numerous occasions and had lots of different theories but no solution. We have been told that our area is suffering from high utilisation and that the local upgrade should be finished by mid August (I'm doubtful).
But Virgin say that the utilisation problems don't explain the issues we're having with the router.

My wife needs to work from home, so we are desperate to get this sorted.
I've read a few threads on here and I think I have found the info that generally seems to be asked for, which I'll paste below.

One last caveat, randomly we suddenly have working internet this evening but I'm posting this question anyway, as I'm pretty sure it'll be down again within hour!

Thanks in advance for any help you can give.
Dan

- - - - - - - - - - - - - - - - - - - - - - - - - - -

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz) 283000000 Locked
Ranged Upstream Channel(Hz) 37600000 Locked
Provisioning State Online


Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 283000000 6 40.3 256 qam 11
2 323000000 6.4 40.3 256 qam 16
3 315000000 6.1 40.9 256 qam 15
4 307000000 6 40.9 256 qam 14
5 299000000 6.1 40.3 256 qam 13
6 291000000 5.9 40.9 256 qam 12
7 275000000 5.9 40.3 256 qam 10
8 267000000 5.9 40.3 256 qam 9
9 259000000 5.6 40.3 256 qam 8
10 251000000 5.6 40.3 256 qam 7
11 243000000 5.6 40.3 256 qam 6
12 235000000 6 40.3 256 qam 5
13 227000000 5.9 40.9 256 qam 4
14 219000000 5.9 40.3 256 qam 3
15 211000000 5.9 40.9 256 qam 2
16 203000000 6 40.9 256 qam 1


Upstream bonded channels
Channel ID Frequency(Hz) Modulation Power
(dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
1 37600000 ATDMA 47.8 16 qam 6400000 5120
2 31000000 ATDMA 47.8 16 qam 6400000 5120

 

Operational Configuration
General Configuration Value
Network Access Disabled
Max number of CPEs 1
Baseline Privacy Enabled
Docsis mode Docsis30
Configuration file wrkldJKDHSUBsgvca69
Primary Downstream Service Flow
SFID 19522
Max Traffic Rate 110100000
Primary Upstream Service Flow
SFID 19521
Max Traffic Rate 6400000


Network Log
Date And Time Error Number Event Description
2016-07-05 18:26:48.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:39.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:10.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:10.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:54.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:04:54.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:06:27.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:07:43.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:07:43.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:08:45.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:17.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:19.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:51.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:09:53.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:10:24.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:10:30.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:10:59.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:11:03.00 82000700 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:11:32.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-05 18:43:16.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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dansmudge
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Re: Vivid100 / green flashing lights / no internet

A quick update for the experts...

After posting my question last night we had one evening of perfect internet - 105Mb.
I came home tonight to find no internet at all.
I held down the reset button for 20 seconds and after approx 20-25 mins of green flashing lights I now have internet again - 80Mb / 6Mb.

Fingers crossed, someone might know a way of stopping this.

Many thanks
Dan
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Forum Team (Retired) Adam_L
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Re: Vivid100 / green flashing lights / no internet

Hi Dan, 

 

Thanks for keeping us updated on your issues! 

 

I have tested things from here and I noticed that you're showing as only being locked onto one upstream channel and there's a lot of time outs inside the Hubs logs.

 

An engineer will be required to attend and carry out some further investigations for you, I'll send you a PM (Purple envelope at the top) detailing what's required to proceed with making the booking.

 

Please respond to me there and I'll get this all booked and secured for you.

 

Speak soon, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


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dansmudge
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Re: Vivid100 / green flashing lights / no internet

Hello,

Hoping one of the experts can help me out. As you'll see from my previous posts, from back in July 2016, we had major internet issues when it was first installed. But eventually it sorted itself out and we've had pretty flawless internet for the last 10 months.

Unfortunately all the issues have now come back. We've not had working internet now for a week. Just different combinations of flashing green lights despite turning power off, resetting, hard resetting etc etc.

Praying someone can help out as we both need internet to work from home.

One other point which might be of note. We've always had an issue where any moving of the hub causes loss of connection for an hour or so. As if there is some kind of loose connection in either the wire from the wall or going in to the back of the hub, very strange. Thought it was worth mentioning.

Thanks in advance for any help you can give.
Dan
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