Forum Discussion

digidoug's avatar
digidoug
On our wavelength
7 days ago

Broadband Constant Outages

Hi,

I have been having constant outages multiple times a day resetting Channel ID over the past 6 months, Hub is in Modem Mode and the rest of the house is managed with Ubiquiti Equipment. I would appreciate any input or Virgin Media running some tests please

Log errors reported as 

US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile:

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;

Modem config

Hub 5 device information
Standard specification compliant    :    DOCSIS 3.1
Hardware version    :    1.1
Software version    :    LG-RDK_7.6.20-2306.5

Cable Modem Status
Item    Status    Type
Cable Modem Status    Online    DOCSIS 3.0
Primary downstream channel    Locked    SC-QAM
Channel Overview    Downstream    Upstream
DOCSIS 3.0 channels    31    5
DOCSIS 3.1 channels    1    1

3.0 Downstream channels

Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    275000000    5.7    41    QAM 256    18
2    139000000    8.6    41    QAM 256    1
3    147000000    8.6    41    QAM 256    2
4    155000000    8.2    41    QAM 256    3
5    163000000    7.9    41    QAM 256    4
6    171000000    7.6    41    QAM 256    5
7    179000000    7.2    41    QAM 256    6
8    187000000    7.1    41    QAM 256    7
9    195000000    6.9    41    QAM 256    8
10    203000000    7    41    QAM 256    9
11    211000000    7.1    41    QAM 256    10
12    219000000    6.9    41    QAM 256    11
13    227000000    6.7    41    QAM 256    12
14    235000000    6.6    41    QAM 256    13
15    243000000    6.4    41    QAM 256    14
16    251000000    5.9    41    QAM 256    15
17    259000000    5.8    41    QAM 256    16
18    267000000    5.6    41    QAM 256    17
19    283000000    6    41    QAM 256    19
20    291000000    6.3    41    QAM 256    20
21    299000000    6.4    41    QAM 256    21
22    307000000    6.5    41    QAM 256    22
23    315000000    6.4    41    QAM 256    23
24    323000000    6.4    41    QAM 256    24
25    331000000    6.2    41    QAM 256    25
26    339000000    6.2    41    QAM 256    26
27    347000000    6    41    QAM 256    27
28    355000000    5.8    41    QAM 256    28
29    363000000    5.4    41    QAM 256    29
30    371000000    5.2    41    QAM 256    30
31    379000000    4.9    41    QAM 256    31
3.0 Downstream channels

Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    41    797359    327729
2    Locked    41    302149    75287
3    Locked    41    491523    103001
4    Locked    41    658685    259712
5    Locked    41    776782    190942
6    Locked    41    1561838    159778
7    Locked    41    2757966    241652
8    Locked    41    970932    305575
9    Locked    41    234486    133535
10    Locked    41    234130    123683
11    Locked    41    259300    108403
12    Locked    41    308783    158275
13    Locked    41    273285    143783
14    Locked    41    180745    88532
15    Locked    41    230627    117985
16    Locked    41    187596    109492
17    Locked    41    208133    111205
18    Locked    41    459824    177517
19    Locked    41    476301    185499
20    Locked    41    556444    207733
21    Locked    41    437598    140965
22    Locked    41    384685    122078
23    Locked    41    494787    161718
24    Locked    41    356739    103750
25    Locked    41    437874    129691
26    Locked    41    466350    149068
27    Locked    41    453459    142868
28    Locked    41    387757    94815
29    Locked    41    398695    104828
30    Locked    41    397915    97372
31    Locked    41    401805    101676
3.1 Downstream channels

Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
33    94    4K    1840    QAM 4096    1108
3.1 Downstream channels

Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
33    Locked    41    3.3    3352698650    154441

3.0 Upstream channels

Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
0    49600000    50    5120    QAM 64    1
1    43100000    49.8    5120    QAM 64    2
2    36600000    49.8    5120    QAM 64    3
3    30100000    49.8    5120    QAM 64    4
4    23600000    49.5    5120    QAM 64    5
3.0 Upstream channels

Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
0    ATDMA    0    1    19    1
1    ATDMA    0    1    0    1
2    ATDMA    0    1    3    1
3    ATDMA    0    1    25    0
4    ATDMA    0    1    42    1
3.1 Upstream channels

Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
11    10.4    46.0    2K    QAM 256
3.1 Upstream channels

Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
11    OFDMA    208    74000000    7    0

 

3 Replies

  • digidoug's avatar
    digidoug
    On our wavelength
    7 days ago

    these are the UDM SE logs

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Today at 03:06:39

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Today at 03:06:39

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Today at 03:05:23

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Today at 02:33:55

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Today at 02:33:55

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Today at 02:31:53

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Today at 01:48:23

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Today at 00:09:07

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Today at 00:09:07

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Today at 00:08:59

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 10:45:52

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 10:45:52

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 10:45:24

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 10:40:04

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Oct 6, 10:40:04

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 09:56:19

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 09:56:19

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 09:54:44

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 05:44:42

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Oct 6, 05:44:42

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 05:42:29

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 05:42:29

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 05:42:22

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 05:35:06

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 05:35:06

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 05:33:53

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 05:06:23

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 05:06:23

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 05:04:19

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 05:01:00

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Oct 6, 05:01:00

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 03:03:25

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 03:03:25

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 03:01:47

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 02:51:08

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 02:51:08

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 02:45:19

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 6, 02:42:55

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 02:42:55

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 02:40:50

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 6, 02:38:48

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 6, 02:37:56

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 19:17:04

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 19:17:04

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 19:17:01

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 19:13:43

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 19:13:43

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 19:13:14

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 18:55:40

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 18:55:40

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 18:52:06

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 18:26:37

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 18:26:36

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 18:26:32

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 18:19:34

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 18:19:34

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 18:19:29

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 17:51:48

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 17:51:48

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 17:51:43

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 17:32:31

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 17:32:31

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 17:30:10

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 17:21:44

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 17:21:44

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 17:17:17

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 17:14:01

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Oct 5, 17:14:01

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 16:51:38

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 16:51:38

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 16:51:32

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 16:40:31

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 16:40:31

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 16:38:16

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 16:36:11

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 16:36:11

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 16:31:26

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 16:18:46

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 16:18:46

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 16:18:18

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 16:08:48

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 16:08:48

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 16:04:18

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 14:56:38

    Temporary Internet Disconnection

    Internet connection WAN1 (Virgin Media) on port 9 is restored after a temporary disconnection.

    Oct 5, 14:56:38

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 14:29:32

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 14:29:32

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 13:46:55

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 13:33:55

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 13:33:55

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 13:29:08

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 5, 12:58:13

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 12:58:13

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 5, 12:53:44

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 5, 12:49:28

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 4, 16:41:04

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 4, 16:33:53

    Internet Restored

    Internet connection WAN1 (Virgin Media) on port 9 is restored.

    Oct 4, 16:33:53

    Internet Down

    Internet connection WAN1 (Virgin Media) on port 9 is down.

    Oct 4, 16:22:00

    Multiple Internet Disconnections

    Internet connection WAN1 (Virgin Media) on port 9 went down multiple times in the last 24 hours.

    Oct 4, 16:06:19

  • Arissa_H's avatar
    Arissa_H
    Icon for Forum Team rankForum Team
    5 days ago

    Hi Digidoug 👋

    Thank you for reaching out to us and welcoming you back onto our Community Forum 😊

    Sorry to see you're having issues with the connection dropping out 😞
    As Client62 has advised, have you tried checking our service status page here?
    As this is an ongoing issue, I want to investigate this for you 🧐
    Please watch out for the envelope ✉️
    Thank you.