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Broadband disconnection issue

HammerTy
Tuning in

on ‎21-05-2022 15:09

  • Hi,

Since my virgin media has been Installed it has been constantly connecting and disconnecting from the Internet.This is affecting both Ethernet connections and WiFi. I have looked at the logs and done some research and found it could be a noisy connection? 

I have attached my logs from install date, could anyone confirm or possibly deduce the issue from the logs? 

Many thanks. 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:253No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 01/04/2022 09:55:075MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 01/04/2022 09:55:315RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 11:50:255MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 11:50:355RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 11:50:446CM-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;
Tue 03/05/2022 12:20:104DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 12:29:363SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 12:29:415Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:233No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 12:33:205MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 12:37:356CM-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;
Tue 03/05/2022 12:51:125MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 13:35:334DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 15:58:526CM-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;
Thu 01/01/1970 00:01:193No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 17:46:455MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/05/2022 17:47:176CM-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;
Thu 01/01/1970 00:01:193No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/05/2022 15:53:465MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/05/2022 16:44:365MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/05/2022 16:45:196CM-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;
Thu 01/01/1970 00:01:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/05/2022 05:39:325MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/05/2022 09:55:076CM-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;
Thu 01/01/1970 00:01:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 07/05/2022 14:49:325MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 07/05/2022 18:25:566CM-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;
Tue 10/05/2022 20:42:254DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 11/05/2022 07:51:473No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 11/05/2022 09:13:226CM-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;
Sat 14/05/2022 08:42:264DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 14/05/2022 10:23:196CM-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;
Mon 16/05/2022 09:49:093No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/05/2022 10:50:166CM-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;
Tue 17/05/2022 20:42:264DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:233No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 17/05/2022 21:14:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 17/05/2022 22:42:086CM-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;
Wed 18/05/2022 10:22:493No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 18/05/2022 11:22:176CM-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;
Wed 18/05/2022 14:56:293No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/05/2022 05:37:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/05/2022 05:37:506CM-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;
Thu 01/01/1970 00:01:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/05/2022 08:44:165MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/05/2022 09:13:546CM-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;
Thu 01/01/1970 00:01:213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/05/2022 14:38:105MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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19 REPLIES 19

Tudor
Very Insightful Person
Very Insightful Person

on ‎21-05-2022 15:23

Please post full stats, logs alone are not much use.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Ashleigh_C
Forum Team
Forum Team

on ‎23-05-2022 15:38

Hi there @HammerTy

 

Thank you so much for your first post to our community forums and welcome, it's great to have you on the team. 

 

I'm so sorry to hear you are facing these issues with your services and a big thank you to @Tudor for their help an advise on this so far. 

 

Are you able to provide the logs per Tudor's instructions?

 

Thank you.

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HammerTy
Tuning in
In response to Tudor

on ‎23-05-2022 16:55

Hi Tudor,

Thank you for your reply, I will split the info as it exceeds the limits. Many thanks.

 

3.0 Downstream channels

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

11390000001.70000140.366287QAM2561
21470000000.70000140.366287QAM2562
31550000000.40000240.366287QAM2563
41630000000.20000140.946209QAM2564
51710000000.09999840.366287QAM2565
6179000000-0.20000140.366287QAM2566
7187000000-0.50000040.366287QAM2567
8195000000-1.40000240.366287QAM2568
9203000000-2.70000140.366287QAM2569
10211000000-3.20000140.366287QAM25610
11219000000-3.70000140.366287QAM25611
12227000000-5.20000138.605377QAM25612
13235000000-10.70000137.355988QAM25613
14243000000-6.00000038.605377QAM25614
15251000000-5.00000038.983261QAM25615
16259000000-4.50000040.366287QAM25616
17267000000-4.70000140.366287QAM25617
18275000000-5.09999840.366287QAM25618
19283000000-4.59999840.366287QAM25619
20291000000-3.90000240.366287QAM25620
21299000000-3.40000240.366287QAM25621
22307000000-3.79999940.366287QAM25622
23315000000-4.09999838.983261QAM25623
24323000000-4.90000238.983261QAM25624
25331000000-5.50000038.605377QAM25625
26339000000-5.59999838.983261QAM25626
27347000000-6.20000138.605377QAM25627
28355000000-6.90000238.605377QAM25628
29363000000-7.29999937.355988QAM25629
30371000000-6.70000137.636276QAM25630
31379000000-6.59999838.605377QAM25631



3.0 Downstream channels

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

1Locked40.36628700
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked38.60537700
13Locked37.35598800
14Locked38.60537700
15Locked38.98326100
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked38.98326100
24Locked38.98326100
25Locked38.60537700
26Locked38.98326100
27Locked38.60537700
28Locked38.60537700
29Locked37.35598800
30Locked37.63627610
31Locked38.60537710



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked39-10.56747686376706
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HammerTy
Tuning in
In response to Tudor

on ‎23-05-2022 16:56

3.0 Upstream channels

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

12580000047.5205995120 KSym/sec32QAM6
23940000048.2705995120 KSym/sec64QAM4
34620000048.7705995120 KSym/sec64QAM3
43260000047.7705995120 KSym/sec64QAM5



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA001

0

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm



Primary Downstream Service Flow

SFID
63936
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
63935
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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Tudor
Very Insightful Person
Very Insightful Person
In response to HammerTy

on ‎23-05-2022 18:13

Seven 3.0 and one 3.1 downstream channels are too low signal level, they are out of spec. I believe you will need a technician’s visit to rectify.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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HammerTy
Tuning in
In response to Tudor

on ‎23-05-2022 18:23

Perfect, thank you for the advice tudor! It's really appreciated. 

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Ashleigh_C
Forum Team
Forum Team
In response to HammerTy

on ‎25-05-2022 19:02

Hi there @HammerTy

 

Thank you so much for sharing this and I am so sorry again that your issues have continued. 

 

I have checked on our side and I can also see some issues with the Hub specs that would need an engineer to resolve. 

 

I'm going to pop you a PM now so we can look into this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

 

 

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Ashleigh_C
Forum Team
Forum Team
In response to HammerTy

on ‎25-05-2022 20:11

Hello again, 

 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

 

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 


Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.


If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

 

Thanks again.
 

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HammerTy
Tuning in
In response to Ashleigh_C

on ‎30-05-2022 18:37

Hi Ash, 

Engineer did visit and run some tests. He believed it was the cable running from the street cabinet to communal box in my development. 

He fitted a HDU powered splitter to improve my signal but I am still having disconnection issues.

Any help would be appreciated. 

 

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