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Broadband Keeps dropping

biggm68
Tuning in

So been a vm customer for ages, have 3 x v6 box’s, connections via unmanaged switch mostly ethernet

about 6 months ago started to get tv picture break up and the broadband connection dropping out - not the Wi-Fi connection the whole broadband connection 

several engineers later and a couple of complaints the problem still exists 

external cables changed, (apart from one section) new router, new brown wall box

have set up think broadband network monitor and this example of what happens 

during the red you can’t use the service 

engineers say signal are fine 

on the 1gb service 

 

any advice would be appreciated 

biggm68_0-1692615356360.jpeg

 

 

20 REPLIES 20

Thanks John

fingers crossed here hope this is right

Its been up and down all day then i reconnect the switch

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)330000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000009.342QAM 25625
22100000009.242QAM 25610
32180000009.342QAM 25611
42260000009.342QAM 25612
52340000009.242QAM 25613
62420000009.242QAM 25614
72500000009.242QAM 25615
82580000009.442QAM 25616
92660000009.542QAM 25617
102740000009.642QAM 25618
112820000009.742QAM 25619
122900000009.542QAM 25620
132980000009.642QAM 25621
143060000009.442QAM 25622
153140000009.442QAM 25623
163220000009.441QAM 25624
173380000009.541QAM 25626
183460000009.542QAM 25627
193540000009.742QAM 25628
203620000009.542QAM 25629
213700000009.742QAM 25630
223780000009.542QAM 25631
233860000009.642QAM 25632
243940000009.542QAM 25634
254020000009.442QAM 25635
264100000009.442QAM 25636
274180000009.342QAM 25637
285220000009.343QAM 25638
295300000009.443QAM 25639
305380000009.443QAM 25640
315460000009.443QAM 25641

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4212362144
2Locked4227694001
3Locked4224153544
4Locked4223373654
5Locked4218122619
6Locked4221963612
7Locked4216122839
8Locked42671973
9Locked42404617
10Locked424941142
11Locked42404800
12Locked4293135
13Locked42302533
14Locked42349666
15Locked42139214
16Locked41191249
17Locked41278445
18Locked42243531
19Locked42150237
20Locked42153247
21Locked425042
22Locked42214403
23Locked42510896
24Locked42315591
25Locked42116213
26Locked427460
27Locked425863
28Locked435561544
29Locked435111197
30Locked434871183
31Locked436531794

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000043.35120QAM 641
143100000435120QAM 642
23660000042.55120QAM 643
330100000425120QAM 644
42360000041.55120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00190
1ATDMA00190
2ATDMA00190
3ATDMA00180
4ATDMA00180

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
 

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
203240
1230000450 bps
42600bytes
0 bps
203242
128000 bps
3044bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
203239
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort
203241
128000 bps
3044bytes
0 bps
1522bytes

Best Effort

 

Network Log

Time Priority Description
31-08-2023 19:15:35noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 10 11 12 14 15 16 18 19 21 22 24 26 27 28 29 30 31 32 34 35 36 37 39 41; 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;
31-08-2023 19:15:30noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 34 35 36 38 39 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1
31-08-2023 19:15:09warningMDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:54:13noticeCM-STATUS message sent. Event Type Code: 24; 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;
31-08-2023 18:52:16noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 34 35 36 38 39 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=CM-QOS=1.1
31-08-2023 18:52:14noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 10 11 12 14 15 16 18 19 21 22 24 26 27 28 29 30 31 32 34 35 36 37 39 41; 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;
31-08-2023 18:52:03noticeCM-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;
31-08-2023 18:51:49warningMDD message timeout;CM-MAC=;CMTS-MAC=:d0;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:50:09noticeCM-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;
31-08-2023 18:49:11noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 12 14 15 16 18 19 21 22 24 26 27 28 29 30 31 32 34 35 36 37 39 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:48:55noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 34 35 36 38 39 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
31-08-2023 18:48:51warningMDD message timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:48:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 34 35 36 38 39 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1
31-08-2023 18:48:17noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 12 14 15 16 18 21 22 24 26 27 28 29 30 31 32 34 35 36 37 39 41; 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;
31-08-2023 18:48:15noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=dCMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:35warningMDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:29criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:29warningRCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:28warningMDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:08warningMDD message timeout;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:47:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:37:53noticeCM-STATUS message sent. Event Type Code: 24; 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;
31-08-2023 18:35:54noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 24 28 29 30 39; 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;
31-08-2023 18:35:41noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 24 28 29 30 37 39; 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;
31-08-2023 18:35:32noticeCM-STATUS message sent. Event Type Code: 1; 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;
31-08-2023 18:35:31warningMDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 18:35:09noticeCM-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;
31-08-2023 17:38:51noticeCM-STATUS message sent. Event Type Code: 24; 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;
31-08-2023 17:34:48critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
31-08-2023 17:34:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 17:34:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Just adding todays BQM

there is nothing connected to the router other than the coax coming in and the telephone cable 

shocking 

IMG_6318.jpeg

Now this is strange - removed the phone line as that was the only thing connected other than the coax and this is what I got

How can this be ?? Could the phone line be causing the issues or coincidence 

I think someone will look at the data provided from the router 

but have ordered a BT 500mbs FTTP circuit 

I’ll use the virgin for tv only

 

IMG_6320.jpeg

Thanks for your post on our Community Forums @biggm68

Can you please confirm if this issue is still ongoing.

Running a quick flow on this, is appears that there may have been a minor in the issue in the local are that may have been the cause of this fault.

Thanks,

David_Bn

David

My problem has been going on for over 6 months - with the attached as a typical day

biggm68_0-1693834172661.jpeg

After paying mate to come round and review, he took all the ethernet prts and everything off the hub 5, still the same problme

So he took out the only other connection the phone line and hey presto this

biggm68_1-1693834290472.jpeg

Unless this is pure coincidence and you happened to fix a 6 month old problem at the same time

Could yuo please review my sent netwrok logs to check yuor happy please

Working on the principle if it aint broken dont touch it 

David to update

sadly I thought the problem had been sorted

this mornings issues 

can I get an engineer out please

IMG_6329.jpeg

biggm68
Tuning in

Can someone from the forum team help here or there is no point in posting

I need help and am getting frustrated

This cant be acceptable722befc37132193780d4e274c625a2c1730ed8bb-06-09-2023.png to anyone

 

Hi @biggm68 

Thanks for coming back to the thread.

I'll send you a PM now to book in the engineer visit.

Best,

John_GS
Forum Team


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The people on here need to know how bad the service is 

the engineers left at 2pm and now it’s crashed 

so got 4 hours - may I suggest virgin media are incompetent 

maybe they should stay long enough to see the problem

measuring the levels when it’s working is pointless 

measure it now and you’ll see it’s poor

frustrated 

IMG_6353.png