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Mc_Jordan2000's avatar
Mc_Jordan2000
Joining in
10 months ago

Virgin Media Broadband Issue

Hi All,

This is a last ditch effort to get to any conclusion on what is currently happening with my broadband,

It all started around the 7th/8th of this month, i would just randomly have hundreds of disconnects throughout the day, i contacted virgin media customer services and eventually an engineer was booked for the 12th June, When the engineer arrived he could clearly see that there was an issue, he went to make a phone call and came back and said leave it with us.

 

I then waited over a week and the issue didnt seem to be fixed and nothing was different, no contact from virgin media, at this point i raised an complain with virgin media and rang them up on Friday 21st, I got another engeineer to come out and he said the problem was still there, which i believe the first engineer just up and left and did nothing, he cleaned the outside cables and all seemed to be fine for a day or two, on Thursday the 27th the issue came back and it was doing the exact same thing, i rang virgin media on Friday 28th and got another engineer to come out this morning (29th), He checked the cables and they were all fine so this time he replaced the router, however now the problem is worse and seems to be happening more often than before, i feel like i am at a dead end and minght have to cancel my contract and go somewhere else as my issue seems impossible to resolve.

 

Below is the logs i keep getting which are a bunch of error codes, these appear when the issue happens every time.

 

29-06-2024 18:58:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:58:14noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:58:14noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; 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;
29-06-2024 18:57:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:44noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; 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;
29-06-2024 18:57:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:24noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 33 35 43 46; 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;
29-06-2024 18:57:14noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; 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;
29-06-2024 18:57:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:54noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 33 35 43 46; 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;
29-06-2024 18:56:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:49warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:49noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 35 43 46 47; 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;
29-06-2024 18:56:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:24noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 35 43 46; 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;
29-06-2024 18:56:19noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 35 43 46 47; 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;
29-06-2024 18:56:17warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:54:07noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 43 46 47; 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;
29-06-2024 18:54:04noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 35 43 46; 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;
29-06-2024 18:54:00noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 43 46; 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;
29-06-2024 18:53:55warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:53:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:48noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 46; 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;
29-06-2024 18:52:48noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 35 46; 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;
29-06-2024 18:52:26noticeREGISTRATION COMPLETE - Waiting for Operational status
29-06-2024 18:52:20warningREG-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;
29-06-2024 18:52:20warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:14noticeDS 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;
29-06-2024 18:52:06warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:04noticeHonoring MDD; IP provisioning mode = IPv4
29-06-2024 18:50:48noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:40:13noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:39:25notice

GUI Login Status - Login Success from LAN interface

6 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    The log tab of the VM Hub's often contains lots of entries. It would help to also see the info from the Upstream and Downstream tabs of the VM Hub to see if there are any obvious signal level or error issues

    • Mc_Jordan2000's avatar
      Mc_Jordan2000
      Joining in
      10 months ago

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      14590000003.438QAM 25641
      22670000003.339QAM 25617
      32750000003.339QAM 25618
      42830000003.339QAM 25619
      52910000003.339QAM 25620
      62990000003.138QAM 25621
      73070000002.138QAM 25622
      83150000002.238QAM 25623
      93230000003.238QAM 25624
      103310000003.239QAM 25625
      11339000000337QAM 25626
      123470000003.439QAM 25627
      133550000003.539QAM 25628
      143630000003.539QAM 25629
      153710000003.639QAM 25630
      163790000003.437QAM 25631
      173870000003.339QAM 25632
      183950000003.337QAM 25633
      194030000003.439QAM 25634
      204110000003.738QAM 25635
      214190000003.939QAM 25636
      224270000003.939QAM 25637
      234350000003.839QAM 25638
      244430000003.539QAM 25639
      254510000003.440QAM 25640
      264670000003.339QAM 25642
      274750000003.237QAM 25643
      284830000003.138QAM 25644
      294910000003.139QAM 25645
      304990000002.938QAM 25646
      315070000002.739QAM 25647
      325150000002.638QAM 25648

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked38501730664
      2Locked39696248603
      3Locked39628141243
      4Locked39694047508
      5Locked39706046773
      6Locked38706645783
      7Locked38692943381
      8Locked38667845222
      9Locked38522333549
      10Locked39703946512
      11Locked37656142949
      12Locked39523532520
      13Locked39591937771
      14Locked39581037725
      15Locked39583236263
      16Locked37503932478
      17Locked39587538398
      18Locked37610539948
      19Locked39549533561
      20Locked38448428655
      21Locked39590635301
      22Locked39656439844
      23Locked39474730149
      24Locked39478628627
      25Locked40535731889
      26Locked39430226391
      27Locked37448328552
      28Locked38478027958
      29Locked39458226284
      30Locked38515433300
      31Locked39429625831
      32Locked38465227362

      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)
      159Locked415.1729940367120382
      • Mc_Jordan2000's avatar
        Mc_Jordan2000
        Joining in
        10 months ago

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        06030000032.35120QAM 641
        15370000033.35120QAM 642
        24620000033.35120QAM 643
        33940000033.35120QAM 644
        43260000033.85120QAM 645
        52360000033.85120QAM 646

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA03140
        1ATDMA0300
        2ATDMA03150
        3ATDMA03160
        4ATDMA03170
        5ATDMA0330
  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    These signal issues if persisting are of concern...

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked38501730664
    2Locked39696248603
    3Locked39628141243
    4Locked39694047508
    5Locked39706046773
    6Locked38706645783
    7Locked38692943381
    8Locked38667845222
    9Locked38522333549
    10Locked39703946512

    Errors are seen across all 32 channels.


    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable   errors (Active Profile)
    159Locked415.1729940367120382

     

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA03140
    1ATDMA0300
    2ATDMA03150
    3ATDMA03160
    4ATDMA03170
    5ATDMA0330
      • Gareth_L's avatar
        Gareth_L
        Icon for Forum Team rankForum Team
        10 months ago

        Hello Mc_Jordan2000.

        Thanks for your first post and welcome to our community.

        First of all we're sorry to hear you're still having the same issue after 2 engineers visits.

        We're able to run basic checks on your signal from here and can see the upstream levels are not right at all. 

        It was also possible to see another appointment has been raised for an engineers visit. As this falls within 30 days of the last visit we automatically assign the work out to a senior engineer, who will have a thorough look at everything.

        When you got installed was this a self install? If so, it come come down to what we call a repull being needed, The cable from the green cabinet to your property might need replacing.

        Can you please let us know how the visit goes.

        Gareth_L