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1GB connection not working + siloed customer service between techs and the network engineers

upsetgamer
Tuning in

It has been two months since we ordered a new 1GB package. Since then we have had all the problems. The internet keeps dropping. It had not happened to us for more than 5 years. We both work from home and are heavy internet users. The contract is on my partner's name. We live in London.

We had probably 5 technicians coming over after countless of fruitless customer service calls. They are changing the Hub5 router (which does not really make sense, but they probably need to do something to justify their time on the premise). It only helped once when a more experienced engineer, Steve, came in and contacted the Network directly. A couple of days later everything started working again. And the router was in "modem mode" (I have an external Asus RT-AX82U (fw:3.0.0.4.388_23285) router linked via Ethernet cable - 2.5GB slot). I was advised not to do it (which is strange as it had worked for 2 years on HUB3 without any issue), so since the last change of the router it has been running as per default, but I still have an external router connected as an extension for the range. 

What is really annoying is when you want to report that something is not working and you go to: https://www.virginmedia.com/help/service-status then you will get this lovely message:

"We can’t see any issues affecting"

Then you click that there is still an issue and you are getting:

"Looks like there’s still an issue with your connection

We’re looking into it. Check back here after 0 hour and if there’s still an issue we’ll help you book a technician." (I have just spotted it is 0 hours.. and I cannot do anything like I am blocked on your system - probably with a label - "difficult customer, do not let them book another tech visit")

Anyway, here are the stats. Hopefully, somebody from VM will spot something and will send help. And I am really hoping this is not my external router settings (which I really do not think so).

 

upsetgamer_0-1692557969858.png

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
43752
1230000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
43751
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort

 

Time Priority Description

20-08-2023 18:28:23noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:27:39noticeREGISTRATION COMPLETE - Waiting for Operational status
20-08-2023 18:27:33noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:27:19warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:27:17noticeHonoring MDD; IP provisioning mode = IPv4
20-08-2023 18:27:06criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:27:01criticalNo Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxxa;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:26:59criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:26:56criticalNo Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:26:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:23:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:55critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxx9;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:38noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:37noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:22:16warningMDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:31noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:31noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:26criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:14warningMDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:13noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:10warningMDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:21:02warningMDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
20-08-2023 18:20:58noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;

 

 

4 REPLIES 4

Client62
Legend

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 are preferred, with QAM 64 Modulation mode for all DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.



upsetgamer
Tuning in

Hi Client62, you are a star. Always replying. I put 3 similar posts as they kept being reported as spam. I think I must include the link to the VM status page. This post is a duplicate of the one that you have already replied to.

Still, the dBmVs are able the levels in the yet another new router. The good news is something got fixed on the network level and it has been the first day without interruptions! yay.

upsetgamer_0-1692997290342.png

 

Client62
Legend

This 0800 561 0061 automated number is the best for details of & progress with a fault in your / our street.

Hi @upsetgamer thanks for your post here although we're sorry to hear of the continued issues you had with your service.

We're really pleased to hear however that since your post, we seem to have got these issues resolved!
If you need any further assistance, please don't hesitate to let us know.

Many thanks

Tom_W