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Itsjustsmithy's avatar
Itsjustsmithy
Tuning in
6 months ago
Solved

Broadband connection keeps dropping

Hi

I'm experiencing constant drops of internet connection recently. This started about 6 weeks ago when the router (Hub 3) at the time started to disconnect maybe once a day. I called tech support who sent a tech out a few days later, the tech thought it would be the router and installed the Hub 5. This made matters worse and within 24 hours I had 58 disconnections with the hub flashing red and then when quickly auto connect again. I called the tech team again who said a repull would need to be done and the next appointment would in two weeks, repull was done and still the same issue, they had booked a tech for today but they cancelled due to short staff and now having to wait until Saturday for them.

Please see my stats below, any help would be greatly appreciated.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13390000000.939QAM 25626
21390000002.239QAM 2561
31470000001.639QAM 2562
41550000001.639QAM 2563
51710000000.939QAM 2565
6179000000238QAM 2566
72030000002.239QAM 2569
82110000002.338QAM 25610
92190000002.240QAM 25611
10227000000239QAM 25612
112350000001.840QAM 25613
122430000001.638QAM 25614
132510000001.340QAM 25615
142590000001.240QAM 25616
15267000000140QAM 25617
162750000000.737QAM 25618
172830000000.540QAM 25619
182910000000.539QAM 25620
192990000000.439QAM 25621
203070000000.338QAM 25622
213150000000.238QAM 25623
223230000000.239QAM 25624
233310000000.139QAM 25625
243470000000.340QAM 25627
253550000000.339QAM 25628
263630000000.239QAM 25629
273710000000.60QAM 25630
283790000000.339QAM 25631
293870000000.338QAM 25632

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
060300000295120QAM 325
153700000295120QAM 326
246200000305120QAM 327
33940000029.85120QAM 328
43260000030.35120QAM 3211
52360000029.55120QAM 3212

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA06370
1ATDMA06190
2ATDMA06180
3ATDMA06180
4ATDMA06230
5ATDMA0620

Network Log

Time Priority Description
20-11-2024 17:54:15noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:54:13warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:53:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 21 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:53:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 21 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:53:17warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:52:46noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 21 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:52:39noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 21 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:52:31noticeGUI Login Status - Login Success from LAN interface
20-11-2024 17:52:22noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 21 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:52:17warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:24noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:21critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:10warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:58noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:57criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:49:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:47:00noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:52noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 27 28 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:39noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 27 28 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:22warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:00critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:00criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:34critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:10criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:03criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:03critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:19:22noticeGUI Login Status - Login Success from LAN interface
20-11-2024 17:16:17noticeGUI Login Status - Login Fail from LAN interface
20-11-2024 17:15:30noticeGUI Login Status - Login Fail from LAN interface
  • jbrennand's avatar
    jbrennand
    6 months ago

    Bit of a dogs breakfast - need to start from a clean sheet - can you do this then post them again...

    ____________________________

    Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
    Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
    Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message 3 here…

    https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p/5202486

10 Replies

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  • Itsjustsmithy's avatar
    Itsjustsmithy
    Tuning in
    6 months ago

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked38707155328
    2Locked391029085005
    3Locked39801067078
    4Locked39781561405
    5Locked39864868390
    6Locked38977672955
    7Locked38896361227
    8Locked0786155082
    9Locked0767257359
    10Locked38658652083
    11Locked40604747629
    12Locked40742561970
    13Locked40743562615
    14Locked39932777865
    15Locked39711055162
    16Locked39745060246
    17Locked0768762460
    18Locked40819666631
    19Locked40775462902
    20Locked38683351739
    21Locked38636448792
    22Locked38726355328
    23Locked38698953533
    24Locked39695650579
    25Locked39675650705
    26Locked39641347673
    27Locked39831862210
    28Locked38607146035
    29Locked38685252564
    30Locked40690651495
    31Locked37729954294

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked402.0135308019842465
    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 months ago

      Bit of a dogs breakfast - need to start from a clean sheet - can you do this then post them again...

      ____________________________

      Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
      Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
      Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message 3 here…

      https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p/5202486

      • Itsjustsmithy's avatar
        Itsjustsmithy
        Tuning in
        6 months ago

        Thanks for your reply. I have done as you said. Can't see anything wrong with internal or external cabling or box. Could this be caused by someone else getting VM installed with a box close to mine? I can't remember if they got it installed before or after my issues started.


        Below is the RS errors after reset & BQM for today, the QAM is 32 straight away from reboot. I have a tech visit in two days time if they don't cancel again.

         

        3.0 Downstream channels

        Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
        1315000000037QAM 25623
        21470000001.438QAM 2562
        31550000001.439QAM 2563
        41630000001.539QAM 2564
        51710000001.639QAM 2565
        61790000001.638QAM 2566
        71870000001.737QAM 2567
        81950000001.838QAM 2568
        92030000001.838QAM 2569
        10211000000240QAM 25610
        112190000001.940QAM 25611
        122270000001.840QAM 25612
        132350000001.238QAM 25613
        142430000000.439QAM 25614
        152510000001.238QAM 25615
        162590000001.240QAM 25616
        172670000000.940QAM 25617
        182750000000.640QAM 25618
        192830000000.440QAM 25619
        202910000000.340QAM 25620
        212990000000.239QAM 25621
        223070000000.140QAM 25622
        23323000000040QAM 25624
        243310000000.140QAM 25625
        253390000000.139QAM 25626
        263470000000.140QAM 25627
        273550000000.140QAM 25628
        283630000000.139QAM 25629
        293710000000.138QAM 25630
        303790000000.240QAM 25631
        313870000000.140QAM 25632

        3.0 Downstream channels

        Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
        1Locked374643021
        2Locked382921883
        3Locked392501664
        4Locked392681825
        5Locked391531004
        6Locked383522007
        7Locked373842106
        8Locked381621148
        9Locked3849333
        10Locked4099677
        11Locked4098665
        12Locked40109810
        13Locked38123831
        14Locked3969430
        15Locked3886446
        16Locked40132995
        17Locked40128915
        18Locked4050244
        19Locked4044312
        20Locked40106656
        21Locked3937213
        22Locked40150895
        23Locked40156801
        24Locked4041140
        25Locked39118634
        26Locked4064174
        27Locked4041218
        28Locked3958270
        29Locked3862351
        30Locked4097745
        31Locked4070378

        3.1 Downstream channels

        Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
        33944K1840QAM 40961108

        3.1 Downstream channels

        Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
        33Locked403.023914607511

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        06030000029.35120QAM 325
        15370000028.55120QAM 326
        246200000295120QAM 327
        33940000029.55120QAM 328
        43260000028.85120QAM 3211
        523600000295120QAM 3212

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0000
        1ATDMA0070
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000
        5ATDMA0030

         

        Network Log

        Time Priority Description
        21-11-2024 16:08:04noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:57noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 16 24 25 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:49noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:48noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:48warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:38criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:38warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:07:32criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:02:06noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:01:43noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:01:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 16 24 25 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 16:01:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:55:53noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:54:24noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 24 25 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:54:07noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:54:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:53:29noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 24 25 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:53:18warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:51:28noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:51:26noticeGUI Login Status - Login Success from LAN interface
        21-11-2024 15:51:13noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:51:10warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:51:09noticeCM-STATUS message sent. Event Type Code: 2; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:50:58noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:50:06noticeREGISTRATION COMPLETE - Waiting for Operational status
        21-11-2024 15:49:58noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:49:56noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:49:50warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:49:47noticeHonoring MDD; IP provisioning mode = IPv4
        21-11-2024 15:49:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 15:49:37criticalCable Modem Reboot because of - HW or Power-On Reset
        21-11-2024 14:23:25critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        21-11-2024 14:23:25criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

        Thanks



    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 months ago

      This is one for the tech!  VM will reply here soon but try calling in as well - they should spot the same.

      BTW - are you in modem mode ? If so you will need to go back to normal router mode. 

       Your up channel power levels are all way to low and need adjusting - and qam's dropping to 32 - probably move your "tee" position in the street cabinet.

  • Itsjustsmithy's avatar
    Itsjustsmithy
    Tuning in
    6 months ago

    Thanks John, greatly appreciated.

    I'll try call them again.

    I'm in router mode thanks though.

    Okay let's hope they fix it as this issue started six weeks ago now.

    Michael

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 months ago

      no need to call if a tech is already booked 😎

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 months ago

      worth a quick check if its a "known issue"

      _______________________________

      Look in 2 places
      1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

      2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

  • Itsjustsmithy's avatar
    Itsjustsmithy
    Tuning in
    6 months ago

    No known issues on either. The app did say there was some planned work a few weeks ago after my issue started, I thought that the work may solve the issue but it didn't, this is when I decided to contact VM.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      6 months ago

      Hi Itsjustsmithy, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having issues with your connection. Checking things here, we can see you've already got an engineer visit booked in. 

      Please update your thread and let us know how the visit goes. 

      Many thanks,