22-02-2023 13:41 - edited 22-02-2023 14:24
Hello forum. I have an issue with VM broadband service intermittently cutting out. The users who rely upon the broadband service initially reported to me that their Wifi signal was poor and instable, but all tests so far indicate that the Wifi coverage should be adequate. I've read through a number of past posts on this forum and the assistance looks to be excellent so I thought I'd give it a try. I have begun to collect stats and BQM as per previous posts. I will paste these next, but there are some significant things I would like expert opinion on, namely the T3 timeouts in the upstream channel stats and the repeating log message showing "NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;". The message repeats and anything with "kernel" and "panic" in the same message must be of concern. The BQM shows obvious and quite worrying outages but I haven't yet collected enough data to correlate logs/stats/BQM.
EDIT: Virgin Media Hub 3
Any assistance would be very welcome.
BQM -
https://www.thinkbroadband.com/broadband/monitoring/quality/share/47516b1a0f7dcc29b7098b583a47569aef...
on 22-02-2023 13:44
Stats & logs
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 23600000 | 47.8 | 5120 | 64 qam | 11 |
2 | 36600000 | 47.8 | 5120 | 64 qam | 7 |
3 | 30100000 | 47.8 | 5120 | 64 qam | 8 |
4 | 43100000 | 47.8 | 5120 | 64 qam | 6 |
5 | 49599956 | 48 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 3 | 0 |
3 | ATDMA | 0 | 0 | 4 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
5 | ATDMA | 0 | 0 | 2 | 0 |
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 138750000 | 2.9 | 38 | 256 qam | 1 |
2 | 146750000 | 2.7 | 38 | 256 qam | 2 |
3 | 154750000 | 2.7 | 38 | 256 qam | 3 |
4 | 162750000 | 2.7 | 38 | 256 qam | 4 |
5 | 170750000 | 3 | 38 | 256 qam | 5 |
6 | 178750000 | 3 | 38 | 256 qam | 6 |
7 | 186750000 | 2.9 | 38 | 256 qam | 7 |
8 | 194750000 | 2.7 | 38 | 256 qam | 8 |
9 | 202750000 | 2.4 | 38 | 256 qam | 9 |
10 | 210750000 | 2.2 | 38 | 256 qam | 10 |
11 | 218750000 | 1.9 | 38 | 256 qam | 11 |
12 | 226750000 | 1 | 38 | 256 qam | 12 |
13 | 234750000 | -0.2 | 37 | 256 qam | 13 |
14 | 242750000 | 0.2 | 38 | 256 qam | 14 |
15 | 250750000 | 1.2 | 38 | 256 qam | 15 |
16 | 258750000 | 1.7 | 38 | 256 qam | 16 |
17 | 266750000 | 1.9 | 38 | 256 qam | 17 |
18 | 274750000 | 2 | 38 | 256 qam | 18 |
19 | 282750000 | 2.2 | 38 | 256 qam | 19 |
20 | 290750000 | 2.4 | 38 | 256 qam | 20 |
21 | 298750000 | 2.7 | 38 | 256 qam | 21 |
22 | 306750000 | 3 | 38 | 256 qam | 22 |
23 | 314750000 | 3.7 | 38 | 256 qam | 23 |
24 | 322750000 | 4.4 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.6 | 123 | 0 |
2 | Locked | 38.6 | 204 | 0 |
3 | Locked | 38.6 | 192 | 0 |
4 | Locked | 38.9 | 157 | 0 |
5 | Locked | 38.6 | 153 | 0 |
6 | Locked | 38.9 | 200 | 0 |
7 | Locked | 38.6 | 141 | 0 |
8 | Locked | 38.9 | 126 | 0 |
9 | Locked | 38.6 | 120 | 0 |
10 | Locked | 38.6 | 150 | 0 |
11 | Locked | 38.6 | 211 | 0 |
12 | Locked | 38.6 | 257 | 0 |
13 | Locked | 37.6 | 655 | 0 |
14 | Locked | 38.6 | 820 | 0 |
15 | Locked | 38.9 | 485 | 0 |
16 | Locked | 38.6 | 434 | 0 |
17 | Locked | 38.6 | 265 | 0 |
18 | Locked | 38.9 | 245 | 0 |
19 | Locked | 38.9 | 258 | 0 |
20 | Locked | 38.9 | 274 | 0 |
21 | Locked | 38.6 | 260 | 0 |
22 | Locked | 38.6 | 182 | 0 |
23 | Locked | 38.9 | 263 | 0 |
24 | Locked | 38.9 | 136 | 0 |
Time | Priority | Description |
20/02/2023 14:47:24 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/02/2023 04:10:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/02/2023 14:38:55 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/02/2023 11:55:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 03:10:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/02/2023 20:11:39 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/02/2023 19:08:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/02/2023 16:16:47 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/02/2023 23:55:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 01:03:39 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/02/2023 01:03:10 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2023 18:37:22 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2023 11:55:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 15:00:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 14:46:51 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/02/2023 04:59:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/02/2023 01:23:20 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/02/2023 23:55:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/02/2023 14:53:21 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 11:24:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 22-02-2023 15:53
on 22-02-2023 16:37
on 22-02-2023 18:06
on 23-02-2023 10:40
Thanks for your response Jbrennand. Looks like the ATOM messages represent a know issue with Hub 3.
Could really do with someone from VM responding on this issue.
Last few days of having the BQM running have shown what must be worrying behaviour from my Hub...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/b26aaf6c62f52be44262c106cf6b95be71...
on 23-02-2023 14:49
on 26-02-2023 11:36
Hi Robhorn 👋 welcome back to the community!
Thanks for posting. Sorry to hear you have been having some intermittent connection issues.
Having had a look at the BQM link you posted at the top of this thread there was no data showing on there (completely blocked out in red.) This indicates there may be an outage occurring in your area - it would be good to know if you were able to check the outage line 📞0800 561 0061 or 👉 https://virg.in/service.
However, I will need to send you a PM to confirm a few account details so we can investigate further and offer some support with this. You can find my PM in your Inbox in the top right corner of the page. 📩
We can return to this public thread with an update when possible. Thank you for your patience in the meantime!
Wishing you all the best. 🌞