on 21-05-2022 15:09
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.
Time Priority Description
Thu 01/01/1970 00:01:25 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 01/04/2022 09:55:07 | 5 | MIMO 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 09:55:31 | 5 | RNG-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 11:50:25 | 5 | MIMO 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 11:50:35 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 11:50:44 | 6 | CM-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 12:20:10 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 12:29:36 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 12:29:41 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:02:23 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 12:33:20 | 5 | MIMO 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 12:37:35 | 6 | CM-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 12:51:12 | 5 | MIMO 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 13:35:33 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 15:58:52 | 6 | CM-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 00:01:19 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 03/05/2022 17:46:45 | 5 | MIMO 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 17:47:17 | 6 | CM-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 00:01:19 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 04/05/2022 15:53:46 | 5 | MIMO 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 00:01:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 04/05/2022 16:44:36 | 5 | MIMO 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 16:45:19 | 6 | CM-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 00:01:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 06/05/2022 05:39:32 | 5 | MIMO 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 09:55:07 | 6 | 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; |
Thu 01/01/1970 00:01:22 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 07/05/2022 14:49:32 | 5 | MIMO 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 18:25:56 | 6 | CM-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 20:42:25 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 11/05/2022 07:51:47 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 11/05/2022 09:13:22 | 6 | CM-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 08:42:26 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 14/05/2022 10:23:19 | 6 | CM-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 09:49:09 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 16/05/2022 10:50:16 | 6 | CM-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 20:42:26 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:23 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 17/05/2022 21:14:26 | 5 | MIMO 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 22:42:08 | 6 | CM-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 10:22:49 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 18/05/2022 11:22:17 | 6 | CM-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 14:56:29 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 20/05/2022 05:37:26 | 5 | MIMO 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 05:37:50 | 6 | CM-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 00:01:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 21/05/2022 08:44:16 | 5 | MIMO 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 09:13:54 | 6 | CM-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 00:01:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 21/05/2022 14:38:10 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
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
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.
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.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 1.700001 | 40.366287 | QAM256 | 1 |
2 | 147000000 | 0.700001 | 40.366287 | QAM256 | 2 |
3 | 155000000 | 0.400002 | 40.366287 | QAM256 | 3 |
4 | 163000000 | 0.200001 | 40.946209 | QAM256 | 4 |
5 | 171000000 | 0.099998 | 40.366287 | QAM256 | 5 |
6 | 179000000 | -0.200001 | 40.366287 | QAM256 | 6 |
7 | 187000000 | -0.500000 | 40.366287 | QAM256 | 7 |
8 | 195000000 | -1.400002 | 40.366287 | QAM256 | 8 |
9 | 203000000 | -2.700001 | 40.366287 | QAM256 | 9 |
10 | 211000000 | -3.200001 | 40.366287 | QAM256 | 10 |
11 | 219000000 | -3.700001 | 40.366287 | QAM256 | 11 |
12 | 227000000 | -5.200001 | 38.605377 | QAM256 | 12 |
13 | 235000000 | -10.700001 | 37.355988 | QAM256 | 13 |
14 | 243000000 | -6.000000 | 38.605377 | QAM256 | 14 |
15 | 251000000 | -5.000000 | 38.983261 | QAM256 | 15 |
16 | 259000000 | -4.500000 | 40.366287 | QAM256 | 16 |
17 | 267000000 | -4.700001 | 40.366287 | QAM256 | 17 |
18 | 275000000 | -5.099998 | 40.366287 | QAM256 | 18 |
19 | 283000000 | -4.599998 | 40.366287 | QAM256 | 19 |
20 | 291000000 | -3.900002 | 40.366287 | QAM256 | 20 |
21 | 299000000 | -3.400002 | 40.366287 | QAM256 | 21 |
22 | 307000000 | -3.799999 | 40.366287 | QAM256 | 22 |
23 | 315000000 | -4.099998 | 38.983261 | QAM256 | 23 |
24 | 323000000 | -4.900002 | 38.983261 | QAM256 | 24 |
25 | 331000000 | -5.500000 | 38.605377 | QAM256 | 25 |
26 | 339000000 | -5.599998 | 38.983261 | QAM256 | 26 |
27 | 347000000 | -6.200001 | 38.605377 | QAM256 | 27 |
28 | 355000000 | -6.900002 | 38.605377 | QAM256 | 28 |
29 | 363000000 | -7.299999 | 37.355988 | QAM256 | 29 |
30 | 371000000 | -6.700001 | 37.636276 | QAM256 | 30 |
31 | 379000000 | -6.599998 | 38.605377 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 37.355988 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
25 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.605377 | 0 | 0 |
29 | Locked | 37.355988 | 0 | 0 |
30 | Locked | 37.636276 | 1 | 0 |
31 | Locked | 38.605377 | 1 | 0 |
33 | 96 | 4K | 1880 | QAM4096 | 424 |
33 | Locked | 39 | -10.5 | 674768637 | 6706 |
on 23-05-2022 16:56
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 47.520599 | 5120 KSym/sec | 32QAM | 6 |
2 | 39400000 | 48.270599 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 48.770599 | 5120 KSym/sec | 64QAM | 3 |
4 | 32600000 | 47.770599 | 5120 KSym/sec | 64QAM | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt076+voc-b.cm |
SFID | 63936 |
Max Traffic Rate | 1230000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 63935 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
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.
on 23-05-2022 18:23
Perfect, thank you for the advice tudor! It's really appreciated.
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.
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.
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.