Forum Discussion

CC29's avatar
CC29
On our wavelength
2 years ago
Solved

Hub 5 no internet connection

For the last five days or so my Hub 5 has stopped connecting to the internet in the evenings, mainly between 7pm and 10pm. Last night, it was off for around an hour, despite a reboot, and even when it did come on, it took another hour or so before the Xbox and Ring doorbell would reconnect. Tried reporting it via the chat but gave up after an hour. Is there anything that anyone could recommend, such as changing the broadcast channels, before I get onto the technical support teams. 

  • "Can I just clarify that you only need me to upload the downstream, upstream and network logs "

    No - as I said above it is the tables of data that are of interest....

    "Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages."

     

    ______________

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Follow these steps...

    First thing is to check for any “known network faults in your location - 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.

    _______________

    If nothing is being reported there... can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
    ____________________________

    If it is affecting ethernet connections can you do this.....

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

    • CC29's avatar
      CC29
      On our wavelength

      Thanks for this. I have not lost connection for the last two days, so I've set up the BQM on Thinkbroadband as a start. Can I just clarify that you only need me to upload the downstream, upstream and network logs if there is an issue that affects both wifi and ethernet, I can't tell at the moment as I have nothing connected on ethernet so I was waiting for the next outage to plug my laptop in to an ethernet port and check. Just for info though, the current Network data looks like this

      Time Priority Description

      15-02-2024 21:16:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:35noticeREGISTRATION COMPLETE - Waiting for Operational status
      15-02-2024 21:08:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:24warningDynamic Range Window violation
      15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:24warningDynamic Range Window violation
      15-02-2024 21:08:24warningDynamic Range Window violation
      15-02-2024 21:08:24warningDynamic Range Window violation
      15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:23warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:23warningDynamic Range Window violation
      15-02-2024 21:08:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:18noticeDS 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;
      15-02-2024 21:08:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:10criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:08:00noticeHonoring MDD; IP provisioning mode = IPv4
      15-02-2024 21:07:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:07:47warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:07:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:41warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:41errorD31 Secure software download can't start, Time of Day has not completed.
      15-02-2024 21:04:41noticeREGISTRATION COMPLETE - Waiting for Operational status
      15-02-2024 21:04:38criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-02-2024 21:04:28warningDynamic Range Window violation
      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        "Can I just clarify that you only need me to upload the downstream, upstream and network logs "

        No - as I said above it is the tables of data that are of interest....

        "Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages."

         

        ______________

  • CC29's avatar
    CC29
    On our wavelength

    So tonight, the problems have returned, around 8pm. Constantly switching between connected / connected without internet. Also not connecting via ethernet and V6 box shows no connection. After around an hour, internet seems stable on my S24, although internet radio, laptop and iPhone still not connecting properly. Router diagnostics tool showing wifi issues. Router logs as follows:

    Time Priority Description
    20-02-2024 02:18:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-02-2024 00:32:48alertSW Download INIT - Via NMS
    20-02-2024 00:32:48errorSW Upgrade Failed Before Download - Server not Present
    19-02-2024 09:06:14errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:16:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:35noticeREGISTRATION COMPLETE - Waiting for Operational status
    15-02-2024 21:08:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningDynamic Range Window violation
    15-02-2024 21:08:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:18noticeDS 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;
    15-02-2024 21:08:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:10criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:00noticeHonoring MDD; IP provisioning mode = IPv4
    15-02-2024 21:07:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:07:47warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:07:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:04:41warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:04:41errorD31 Secure software download can't start, Time of Day has not completed.
    15-02-2024 21:04:41noticeREGISTRATION COMPLETE - Waiting for Operational status
    15-02-2024 21:04:38criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:04:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
     

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1306000000142QAM 25622
    21380000001.742QAM 2561
    31460000001.742QAM 2562
    41540000001.742QAM 2563
    51620000001.742QAM 2564
    6170000000242QAM 2565
    71780000002.242QAM 2566
    81860000002.343QAM 2567
    91940000002.442QAM 2568
    102020000002.342QAM 2569
    112100000002.342QAM 25610
    122180000002.342QAM 25611
    132260000002.142QAM 25612
    14234000000242QAM 25613
    152420000001.942QAM 25614
    162500000001.742QAM 25615
    172580000001.742QAM 25616
    182660000001.442QAM 25617
    192740000001.242QAM 25618
    202820000001.142QAM 25619
    212900000001.242QAM 25620
    222980000001.142QAM 25621
    233140000000.942QAM 25623
    243220000000.941QAM 25624
    253300000000.942QAM 25625
    26338000000142QAM 25626
    273460000000.941QAM 25627
    283540000000.741QAM 25628
    293620000000.641QAM 25629
    303700000000.841QAM 25630
    313780000000.841QAM 25631
    323860000000.541QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4200
    2Locked4260
    3Locked42170
    4Locked4200
    5Locked4200
    6Locked4200
    7Locked4200
    8Locked4300
    9Locked4200
    10Locked4200
    11Locked4200
    12Locked4200
    13Locked4200
    14Locked4200
    15Locked4200
    16Locked4200
    17Locked4270
    18Locked4200
    19Locked4200
    20Locked4200
    21Locked4200
    22Locked4200
    23Locked4200
    24Locked4100
    25Locked4200
    26Locked4200
    27Locked4100
    28Locked4100
    29Locked4130
    30Locked41510
    31Locked41110
    32Locked4190

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked410.5422132286574558
     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000037.35120QAM 641
    15370000037.85120QAM 642
    24620000037.35120QAM 643
    33940000037.35120QAM 644
    43260000037.35120QAM 645
    52360000037.85120QAM 646

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA01470
    1ATDMA01280
    2ATDMA01290
    3ATDMA01340
    4ATDMA01260
    5ATDMA01380
     
  • CC29's avatar
    CC29
    On our wavelength

    So the issue reared it's ugly head again tonight, between 8pm and 10pm, as can be seen on the Thinkbroadband BQM link. Multiple drop outs, with the router switching between Connected and Connected without internet. Tried connecting a laptop via ethernet, still nothing. V6 box had no connectivity for catch up etc, and router diagnostics showed a wifi issue. The logs are as shown below.

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13060000001.142QAM 25622
    21380000001.742QAM 2561
    31460000001.842QAM 2562
    41540000001.742QAM 2563
    51620000001.842QAM 2564
    61700000002.142QAM 2565
    71780000002.342QAM 2566
    81860000002.443QAM 2567
    91940000002.442QAM 2568
    102020000002.442QAM 2569
    112100000002.442QAM 25610
    122180000002.442QAM 25611
    132260000002.242QAM 25612
    142340000002.142QAM 25613
    15242000000242QAM 25614
    162500000001.842QAM 25615
    172580000001.742QAM 25616
    182660000001.542QAM 25617
    192740000001.342QAM 25618
    202820000001.242QAM 25619
    212900000001.342QAM 25620
    222980000001.242QAM 25621
    23314000000142QAM 25623
    243220000000.941QAM 25624
    25330000000142QAM 25625
    263380000001.142QAM 25626
    27346000000142QAM 25627
    283540000000.841QAM 25628
    293620000000.641QAM 25629
    303700000000.941QAM 25630
    313780000000.841QAM 25631
    323860000000.641QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4200
    2Locked4260
    3Locked42170
    4Locked4200
    5Locked4200
    6Locked4200
    7Locked4200
    8Locked4300
    9Locked4200
    10Locked4200
    11Locked4200
    12Locked4200
    13Locked4200
    14Locked4200
    15Locked4200
    16Locked4200
    17Locked4270
    18Locked4200
    19Locked4200
    20Locked4200
    21Locked4200
    22Locked4200
    23Locked4200
    24Locked4100
    25Locked4200
    26Locked4200
    27Locked4200
    28Locked4100
    29Locked4130
    30Locked41510
    31Locked41110
    32Locked4190

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked410.73231698474558
     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000037.35120QAM 641
    15370000037.85120QAM 642
    24620000037.35120QAM 643
    33940000037.35120QAM 644
    43260000037.35120QAM 645
    52360000037.35120QAM 646

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA01620
    1ATDMA01651
    2ATDMA01500
    3ATDMA01720
    4ATDMA01490
    5ATDMA01840

    Network Log

    Time Priority Description
    20-02-2024 21:40:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-02-2024 21:40:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-02-2024 21:40:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-02-2024 02:18:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-02-2024 00:32:48alertSW Download INIT - Via NMS
    20-02-2024 00:32:48errorSW Upgrade Failed Before Download - Server not Present
    19-02-2024 09:06:14errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:16:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:35noticeREGISTRATION COMPLETE - Waiting for Operational status
    15-02-2024 21:08:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningDynamic Range Window violation
    15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:23warningDynamic Range Window violation
    15-02-2024 21:08:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:18noticeDS 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;
    15-02-2024 21:08:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:10criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:08:00noticeHonoring MDD; IP provisioning mode = IPv4
    15-02-2024 21:07:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:07:47warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:07:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 21:04:41errorD31 Secure software download can't start, Time of Day has not completed.
    15-02-2024 21:04:41noticeREGISTRATION COMPLETE - Waiting for Operational status
     
  • CC29's avatar
    CC29
    On our wavelength

    Still getting issues, although down to once a week or so, still between 2000 and 2200. Last night's graph looks like this. 

     

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello CC29.

      Thanks for your reply.

      Looking at a few things from here we can also see the connection has been dropping during the daytime as well.

      Not sure if you are out at work during that time.

      What I would like to do is arrange for an engineer to attend.

      If you don't mind, I will need to send you a private message to pass security. 
      If you can check the logo top right of your screen that would be great. 
      Regards     
      Gareth_L
       

       

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello CC29.

      Thanks for coming back to via private message to confirm your information. 🤩

      I have booked you in for the next available appointment on your preferred day. To view this please sign in to My Virgin Media here My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let me know.

      I have also sent the time and date by private message as well.

      Can you also please let me know how the visit went.

      Gareth_L