on 09-07-2021 00:24
Hi Guys,
For the last 4-5 weeks we have been having issues with intermittent broadband drops throughout the day - mostly between 10am and 6-7pm. For the most part, it's rock-solid during the evenings and the night. Sometimes it drops for 10-15mins other times it's a few hours. The 'Check service status' shows no faults in the area.
I run the hub in modem mode connected to an ASUS AC68. When the connection drops we get flashing green arrows on the modem.
It's very frustrating as my partner is working from home and cannot rely on the connection for zoom calls etc and has to resort to constantly hotspoting her phone.
I have set up the BQM a couple of days ago so hopefully, you can see what I'm talking about:
Also here's all my hub data:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 306750000 | Locked |
Ranged Upstream Channel (Hz) | 60300029 | Locked |
Provisioning State | Online |
1 | 306750000 | -1.9 | 37 | 256 qam | 22 |
2 | 202750000 | -4 | 35 | 256 qam | 9 |
3 | 210750000 | -3.9 | 35 | 256 qam | 10 |
4 | 218750000 | -3.5 | 35 | 256 qam | 11 |
5 | 226750000 | -3.5 | 35 | 256 qam | 12 |
6 | 234750000 | -4 | 35 | 256 qam | 13 |
7 | 242750000 | -4.5 | 35 | 256 qam | 14 |
8 | 250750000 | -4 | 35 | 256 qam | 15 |
9 | 258750000 | -3.5 | 36 | 256 qam | 16 |
10 | 266750000 | -3.4 | 36 | 256 qam | 17 |
11 | 274750000 | -2.7 | 37 | 256 qam | 18 |
12 | 282750000 | -2.2 | 37 | 256 qam | 19 |
13 | 290750000 | -2 | 37 | 256 qam | 20 |
14 | 298750000 | -2 | 37 | 256 qam | 21 |
15 | 314750000 | -1.5 | 37 | 256 qam | 23 |
16 | 322750000 | -0.7 | 37 | 256 qam | 24 |
17 | 330750000 | -0.2 | 37 | 256 qam | 25 |
18 | 338750000 | 0 | 37 | 256 qam | 26 |
19 | 346750000 | -1.4 | 37 | 256 qam | 27 |
20 | 354750000 | -2.5 | 37 | 256 qam | 28 |
21 | 362750000 | -3.2 | 37 | 256 qam | 29 |
22 | 370750000 | -5.2 | 36 | 256 qam | 30 |
23 | 378750000 | -5 | 37 | 256 qam | 31 |
24 | 386750000 | -2.5 | 37 | 256 qam | 32 |
1 | Locked | 37.3 | 14 | 0 |
2 | Locked | 35.5 | 74 | 12 |
3 | Locked | 35.5 | 41 | 12 |
4 | Locked | 35.5 | 51 | 12 |
5 | Locked | 35.5 | 63 | 0 |
6 | Locked | 35.5 | 67 | 0 |
7 | Locked | 35.7 | 80 | 0 |
8 | Locked | 35.7 | 52 | 0 |
9 | Locked | 36.6 | 35 | 0 |
10 | Locked | 36.6 | 23 | 0 |
11 | Locked | 37.6 | 6 | 9 |
12 | Locked | 37.6 | 30 | 0 |
13 | Locked | 37.3 | 11 | 0 |
14 | Locked | 37.3 | 11 | 0 |
15 | Locked | 37.3 | 9 | 0 |
16 | Locked | 37.6 | 11 | 0 |
17 | Locked | 37.6 | 15 | 0 |
18 | Locked | 37.6 | 11 | 0 |
19 | Locked | 37.6 | 29 | 0 |
20 | Locked | 37.6 | 17 | 0 |
21 | Locked | 37.3 | 17 | 0 |
22 | Locked | 36.6 | 97 | 0 |
23 | Locked | 37.3 | 91 | 0 |
24 | Locked | 37.3 | 2 | 0 |
1 | 60300029 | 51 | 5120 | 64 qam | 6 |
2 | 39399991 | 51 | 5120 | 64 qam | 9 |
3 | 46200103 | 51 | 5120 | 64 qam | 8 |
4 | 53699956 | 51 | 5120 | 64 qam | 7 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062+voc-b.cm |
SFID | 90898 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 90897 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Answered! Go to Answer
on 09-07-2021 12:55
A VM engineer should be remaking the cables for you as you are not allowed to work on any of the co-ax cables. It would be a £99 non fault call out fee. They will also check the power levels and adjust at the cabinet if necessary.
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on 09-07-2021 00:26
And my hub error logs:
Network Log
Time Priority Description
08/07/2021 20:21:55 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 18:12:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 18:11:12 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 17:45:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 15:29:33 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 15:25:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 15:25:50 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 15:25:50 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 15:24:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 14:40:24 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:49:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:46:11 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:44:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:44:0 | critical | REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:44:0 | Error | T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:44:0 | critical | Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 13:44:0 | critical | Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:28:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:27:47 | critical | REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:27:46 | Error | T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 09-07-2021 06:36
09-07-2021 08:07 - edited 09-07-2021 08:08
What are normally the causes of that? Is it faulty hub, wiring, sth else? Is it possible for a coax cable connector to cause this? Asking as I have swapped the connector on my cable to an L- shaped one since my virgin wall socket is right behind a sofa. Could that be the culprit? Or is it something outside of my home?
on 09-07-2021 08:12
on 09-07-2021 12:11
I only swapped out the connector as we had an 'accident' when moving a sofa around and snapped the cable clean off so I fixed it using a connector I had lying around. The broadband issues didn't start till at least 3 weeks after I have done that so initially it didn't even occur to me it could be related.
I have now ordered some Cablecon 3.9 connectors and will restore the cable to its original state and hopefully that will rectify the problem. 🤞
on 09-07-2021 12:55
A VM engineer should be remaking the cables for you as you are not allowed to work on any of the co-ax cables. It would be a £99 non fault call out fee. They will also check the power levels and adjust at the cabinet if necessary.
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09-07-2021 13:48 - edited 09-07-2021 13:49
Thank you for all the advice guys. I'll book an engineer appointment and hopefully that will be the end of my internet woes. I'll pop an update after the visit.
Just for future reference what are 'healthy' values for Upstream power levels?
on 09-07-2021 13:57
on 12-07-2021 12:32
Hi szcz3p,
Thank you for reaching out to us in our community and welcome, sorry to hear you have been having issues with your services after fixing a damaged connector yourself, I have been able to locate your account and can see you have spoken to us and we advised possible noise and that you need to check all your connections.
How are things now, if you are still facing the same issues and it is because of the connector we would need to arrange a technician.
Regards
Paul.