Broadband connection keeps dropping

[Itsjustsmithy]

Hi

I'm experiencing constant drops of internet connection recently. This started about 6 weeks ago when the router (Hub 3) at the time started to disconnect maybe once a day. I called tech support who sent a tech out a few days later, the tech thought it would be the router and installed the Hub 5. This made matters worse and within 24 hours I had 58 disconnections with the hub flashing red and then when quickly auto connect again. I called the tech team again who said a repull would need to be done and the next appointment would in two weeks, repull was done and still the same issue, they had booked a tech for today but they cancelled due to short staff and now having to wait until Saturday for them.

Please see my stats below, any help would be greatly appreciated.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	339000000	0.9	39	QAM 256	26
2	139000000	2.2	39	QAM 256	1
3	147000000	1.6	39	QAM 256	2
4	155000000	1.6	39	QAM 256	3
5	171000000	0.9	39	QAM 256	5
6	179000000	2	38	QAM 256	6
7	203000000	2.2	39	QAM 256	9
8	211000000	2.3	38	QAM 256	10
9	219000000	2.2	40	QAM 256	11
10	227000000	2	39	QAM 256	12
11	235000000	1.8	40	QAM 256	13
12	243000000	1.6	38	QAM 256	14
13	251000000	1.3	40	QAM 256	15
14	259000000	1.2	40	QAM 256	16
15	267000000	1	40	QAM 256	17
16	275000000	0.7	37	QAM 256	18
17	283000000	0.5	40	QAM 256	19
18	291000000	0.5	39	QAM 256	20
19	299000000	0.4	39	QAM 256	21
20	307000000	0.3	38	QAM 256	22
21	315000000	0.2	38	QAM 256	23
22	323000000	0.2	39	QAM 256	24
23	331000000	0.1	39	QAM 256	25
24	347000000	0.3	40	QAM 256	27
25	355000000	0.3	39	QAM 256	28
26	363000000	0.2	39	QAM 256	29
27	371000000	0.6	0	QAM 256	30
28	379000000	0.3	39	QAM 256	31
29	387000000	0.3	38	QAM 256	32

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	60300000	29	5120	QAM 32	5
1	53700000	29	5120	QAM 32	6
2	46200000	30	5120	QAM 32	7
3	39400000	29.8	5120	QAM 32	8
4	32600000	30.3	5120	QAM 32	11
5	23600000	29.5	5120	QAM 32	12

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	6	37	0
1	ATDMA	0	6	19	0
2	ATDMA	0	6	18	0
3	ATDMA	0	6	18	0
4	ATDMA	0	6	23	0
5	ATDMA	0	6	2	0

Network Log

Time Priority Description

20-11-2024 17:54:15	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 22; 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;
20-11-2024 17:54:13	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:53:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21 23 24 27 28 29 32; 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;
20-11-2024 17:53:23	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 21 23 24 27 28 29 32; 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;
20-11-2024 17:53:17	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:52:46	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21 23 24 27 28 29 32; 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;
20-11-2024 17:52:39	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 21 23 24 27 28 29 32; 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;
20-11-2024 17:52:31	notice	GUI Login Status - Login Success from LAN interface
20-11-2024 17:52:22	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21 27 28 29 32; 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;
20-11-2024 17:52:17	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:24	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 24 27 28 29 32; 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;
20-11-2024 17:51:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:21	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:21	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:51:10	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:58	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 27 28 29 32; 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;
20-11-2024 17:50:57	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:50:52	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:49:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:47:00	notice	CM-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;
20-11-2024 17:46:52	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 27 28 32; 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;
20-11-2024 17:46:39	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 27 28 32; 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;
20-11-2024 17:46:22	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:00	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:46:00	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:35	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:34	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:34	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:10	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:03	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:45:03	critical	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-11-2024 17:19:22	notice	GUI Login Status - Login Success from LAN interface
20-11-2024 17:16:17	notice	GUI Login Status - Login Fail from LAN interface
20-11-2024 17:15:30	notice	GUI Login Status - Login Fail from LAN interface

[Itsjustsmithy]

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38	7071	55328
2	Locked	39	10290	85005
3	Locked	39	8010	67078
4	Locked	39	7815	61405
5	Locked	39	8648	68390
6	Locked	38	9776	72955
7	Locked	38	8963	61227
8	Locked	0	7861	55082
9	Locked	0	7672	57359
10	Locked	38	6586	52083
11	Locked	40	6047	47629
12	Locked	40	7425	61970
13	Locked	40	7435	62615
14	Locked	39	9327	77865
15	Locked	39	7110	55162
16	Locked	39	7450	60246
17	Locked	0	7687	62460
18	Locked	40	8196	66631
19	Locked	40	7754	62902
20	Locked	38	6833	51739
21	Locked	38	6364	48792
22	Locked	38	7263	55328
23	Locked	38	6989	53533
24	Locked	39	6956	50579
25	Locked	39	6756	50705
26	Locked	39	6413	47673
27	Locked	39	8318	62210
28	Locked	38	6071	46035
29	Locked	38	6852	52564
30	Locked	40	6906	51495
31	Locked	37	7299	54294

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

40

2.0

1353080198

42465

[jbrennand · Accepted solution]

Bit of a dogs breakfast - need to start from a clean sheet - can you do this then post them again...

____________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message 3 here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

[Itsjustsmithy]

Thanks for your reply. I have done as you said. Can't see anything wrong with internal or external cabling or box. Could this be caused by someone else getting VM installed with a box close to mine? I can't remember if they got it installed before or after my issues started.

Below is the RS errors after reset & BQM for today, the QAM is 32 straight away from reboot. I have a tech visit in two days time if they don't cancel again.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	315000000	0	37	QAM 256	23
2	147000000	1.4	38	QAM 256	2
3	155000000	1.4	39	QAM 256	3
4	163000000	1.5	39	QAM 256	4
5	171000000	1.6	39	QAM 256	5
6	179000000	1.6	38	QAM 256	6
7	187000000	1.7	37	QAM 256	7
8	195000000	1.8	38	QAM 256	8
9	203000000	1.8	38	QAM 256	9
10	211000000	2	40	QAM 256	10
11	219000000	1.9	40	QAM 256	11
12	227000000	1.8	40	QAM 256	12
13	235000000	1.2	38	QAM 256	13
14	243000000	0.4	39	QAM 256	14
15	251000000	1.2	38	QAM 256	15
16	259000000	1.2	40	QAM 256	16
17	267000000	0.9	40	QAM 256	17
18	275000000	0.6	40	QAM 256	18
19	283000000	0.4	40	QAM 256	19
20	291000000	0.3	40	QAM 256	20
21	299000000	0.2	39	QAM 256	21
22	307000000	0.1	40	QAM 256	22
23	323000000	0	40	QAM 256	24
24	331000000	0.1	40	QAM 256	25
25	339000000	0.1	39	QAM 256	26
26	347000000	0.1	40	QAM 256	27
27	355000000	0.1	40	QAM 256	28
28	363000000	0.1	39	QAM 256	29
29	371000000	0.1	38	QAM 256	30
30	379000000	0.2	40	QAM 256	31
31	387000000	0.1	40	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37	464	3021
2	Locked	38	292	1883
3	Locked	39	250	1664
4	Locked	39	268	1825
5	Locked	39	153	1004
6	Locked	38	352	2007
7	Locked	37	384	2106
8	Locked	38	162	1148
9	Locked	38	49	333
10	Locked	40	99	677
11	Locked	40	98	665
12	Locked	40	109	810
13	Locked	38	123	831
14	Locked	39	69	430
15	Locked	38	86	446
16	Locked	40	132	995
17	Locked	40	128	915
18	Locked	40	50	244
19	Locked	40	44	312
20	Locked	40	106	656
21	Locked	39	37	213
22	Locked	40	150	895
23	Locked	40	156	801
24	Locked	40	41	140
25	Locked	39	118	634
26	Locked	40	64	174
27	Locked	40	41	218
28	Locked	39	58	270
29	Locked	38	62	351
30	Locked	40	97	745
31	Locked	40	70	378

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

40

3.0

23914607

511

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	60300000	29.3	5120	QAM 32	5
1	53700000	28.5	5120	QAM 32	6
2	46200000	29	5120	QAM 32	7
3	39400000	29.5	5120	QAM 32	8
4	32600000	28.8	5120	QAM 32	11
5	23600000	29	5120	QAM 32	12

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	7	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	3	0

 

Network Log

Time Priority Description

21-11-2024 16:08:04	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31 32; 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;
21-11-2024 16:07:57	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 16 24 25 30 31 32; 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;
21-11-2024 16:07:49	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; 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;
21-11-2024 16:07:48	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31 32; 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;
21-11-2024 16:07:48	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 16:07:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 16:07:38	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 16:07:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 16:02:06	notice	CM-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;
21-11-2024 16:01:43	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 30 31; 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;
21-11-2024 16:01:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 16 24 25 30 31; 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;
21-11-2024 16:01:30	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:55:53	notice	CM-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;
21-11-2024 15:54:24	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 24 25 30 31; 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;
21-11-2024 15:54:07	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 30 31; 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;
21-11-2024 15:54:00	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:53:29	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 24 25 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;
21-11-2024 15:53:18	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:51:28	notice	CM-STATUS message sent. Event Type Code: 4; 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;
21-11-2024 15:51:26	notice	GUI Login Status - Login Success from LAN interface
21-11-2024 15:51:13	notice	CM-STATUS message sent. Event Type Code: 5; 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;
21-11-2024 15:51:10	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:51:09	notice	CM-STATUS message sent. Event Type Code: 2; 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;
21-11-2024 15:50:58	notice	CM-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;
21-11-2024 15:50:06	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-11-2024 15:49:58	notice	DS 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;
21-11-2024 15:49:56	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:49:50	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:49:47	notice	Honoring MDD; IP provisioning mode = IPv4
21-11-2024 15:49:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 15:49:37	critical	Cable Modem Reboot because of - HW or Power-On Reset
21-11-2024 14:23:25	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-11-2024 14:23:25	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thanks

[Itsjustsmithy]

Would I need the Network team and how do I reach them please?

[jbrennand]

This is one for the tech!  VM will reply here soon but try calling in as well - they should spot the same.

BTW - are you in modem mode ? If so you will need to go back to normal router mode. 

 Your up channel power levels are all way to low and need adjusting - and qam's dropping to 32 - probably move your "tee" position in the street cabinet.

[Itsjustsmithy]

Thanks John, greatly appreciated.

I'll try call them again.

I'm in router mode thanks though.

Okay let's hope they fix it as this issue started six weeks ago now.

Michael

[jbrennand]

no need to call if a tech is already booked 😎

[jbrennand]

worth a quick check if its a "known issue"

_______________________________

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.

[Itsjustsmithy]

No known issues on either. The app did say there was some planned work a few weeks ago after my issue started, I thought that the work may solve the issue but it didn't, this is when I decided to contact VM.