Forum Discussion

ajo's avatar
ajo
Tuning in
2 months ago

TV and Internet cutting out

A few issues happening listed below.

Last week our recordings had a gap in them, we were recording a few channels at once and it happened in all recordings. The recordings weren’t broken up, they just had a missing gap.

We have a power line adapter which lets us plug ethernet into the TV and V6, I have found this is more stable and it has been fine for years as the router is 2 floors up. But recently “ethernet disconnected” message comes up on our TV regularly, or when watching something like AppleTV+ on the TV it looses connection, it is at this point that I also notice that the V6 has lost connection as the 2 arrows connecting symbol is lit.

Last night we lost all channels and had a W02 message. They all came back within a couple of minutes, but missing gaps in the recordings again.

Virgin Media status page shows on and off connection problems with Broadband and TV

I have stared a BQM check and so far the graph is showing compete red.

This is the latest network log: 

28/11/2024 10:14:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:30:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:28:17criticalReceived 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;
27/11/2024 21:27:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 21:27:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2024 01:37:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 09:07:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 04:47:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2024 04:47:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2024 10:23:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 10:05:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2024 10:04:41Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2024 21:15:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Anything else that I should share or do?

Thanks!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    You need to post all the power levels as well including the PostRS errors.  As for the BQM you need to set your Hub to respond to pings from the Internet. 

    • ajo's avatar
      ajo
      Tuning in
      2 months ago

      I don't see a way on the Superhub 3 to allow it to respond  to pings.

      Here are the power levels etc:

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

      14190000000.938256 qam36
      22350000001.240256 qam13
      3243000000140256 qam14
      4251000000140256 qam15
      52590000000.940256 qam16
      62670000000.740256 qam17
      72750000000.738256 qam18
      82830000000.940256 qam19
      9291000000140256 qam20
      102990000001.540256 qam21
      113070000001.440256 qam22
      123150000001.540256 qam23
      133230000001.740256 qam24
      143310000001.740256 qam25
      153390000001.940256 qam26
      163470000001.540256 qam27
      173550000001.438256 qam28
      183630000001.438256 qam29
      193710000001.438256 qam30
      203790000001.238256 qam31
      21387000000138256 qam32
      223950000000.738256 qam33
      234030000000.738256 qam34
      24411000000138256 qam35



      Downstream bonded channels

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

      1Locked38.6180
      2Locked40.3120
      3Locked40.3320
      4Locked40.3300
      5Locked40.9450
      6Locked40.3380
      7Locked38.9180
      8Locked40.3130
      9Locked40.3220
      10Locked40.3350
      11Locked40.9270
      12Locked40.9270
      13Locked40.980
      14Locked40.3220
      15Locked40.3340
      16Locked40.3560
      17Locked38.9610
      18Locked38.91130
      19Locked38.6410
      20Locked38.970
      21Locked38.6210
      22Locked38.9120
      23Locked38.6220
      24Locked38.6210

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

      14960000042.8512064 qam9
      22360000039.3512064 qam13
      33010000040.5512064 qam12
      43660000040.5512064 qam11
      54310000041512064 qam10



      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0000
      2ATDMA0050
      3ATDMA0020
      4ATDMA0020
      5ATDMA0020

      Thanks

      • Cardiffman282's avatar
        Cardiffman282
        Trouble shooter
        2 months ago

        Stats look good to me. Try removing the powerline adaptor from the equation. 

  • ajo's avatar
    ajo
    Tuning in
    2 months ago

    Adding also, that when this happens, the WiFi also goes down.

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 months ago

      Good Morning ajo, hope you're keeping well and thanks for your post.

      Do you happen to have the aforementioned BQM graph available for us to view?

      Can you also confirm if indeed that this fault is still apparent?

      Thanks,

      David_Bn

      • ajo's avatar
        ajo
        Tuning in
        2 months ago

        Hi David

        The BQM graph never worked. I cant see on the superhub 3 how to allow respond to pings.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 months ago
    ajo wrote:

    Last night we lost all channels and had a W02 message. They all came back within a couple of minutes, but missing gaps in the recordings again.

    For what it's worth, W02 is a TiVo-software "loss of signal" error. That's not the internet connection for streaming/VoD, but the linear broadcast TV signal.

    That can often, but not necessarily, correlate with a broadband drop.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    unplug power line adapters connect to hub without a VPN or proxy check your IP is a VM IP then re-setup BQM 

  • ajo's avatar
    ajo
    Tuning in
    2 months ago

    How do I delete my previous post as it was not right.