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Broadband service down

peter50
On our wavelength

on ‎09-07-2022 16:31

Hi,

I lost my broadband service around 2pm today.

Recent service has been very good, there was a very brief outage at 9pm yesterday.

The automated support service has scheduled an engineer visit for Tuesday afternoon which will be 72 hours without service.

If there are any Virgin staff on here who can investigate sooner I would be very grateful.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23ac53bba0369b1490ef584634df32a7c9... 

I typically use modem mode but have performed a pinhole reset and the router is now in standard mode.

Cable Modem Status

 

StatusDownstreamUpstreamConfigurationNetwork Log

Refresh data

Item    Status    Comments

Acquired Downstream Channel(Hz)    0    Unlocked

Ranged Upstream Channel(Hz)    0    Failed

Provisioning State    DS scanning    not_synchronized

 

Downstream bonded channels

 

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

1    330000000    -45    0    QAM 256    0

Downstream bonded channels

 

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

1    Locked    0    0    0



General Configuration

 

Network access    Not allowed

Maximum Number of CPEs    1

Baseline Privacy    Enabled

DOCSIS Mode    3.1

Config file   

Primary Downstream Service Flow

 

Not Available

Primary Upstream Service Flow

 

Not Available



01-01-1970 01:41:43    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:41:41    warning    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:36:55    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:36:54    warning    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:34:04    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:33:32    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:33:08    critical    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:31:01    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:31:00    warning    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:30:22    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:30:22    critical    SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

01-01-1970 01:28:50    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

 

 

 

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8 REPLIES 8

Anonymous
Not applicable

on ‎09-07-2022 16:57

Yup stats and BQM point to you being completely offline since about 2pm.

Call the local issues line on 0800 561 0061. Check all cables and connections are tight and secure and not kinked or damaged.

What colour light is on the hub? 

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peter50
On our wavelength
In response to Anonymous

on ‎09-07-2022 17:13

There are no local issues.

The light is flashing green.

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Anonymous
Not applicable
In response to peter50

on ‎09-07-2022 17:18

Do log it for purposes of automatic compensation https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

I note from previous posts that you have a hub 5. It may not be relevant but they are still on trial. 

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Anonymous
Not applicable
In response to Anonymous

on ‎09-07-2022 17:27

Re the reset the recommended method follows

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

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legacy1
Alessandro Volta

‎09-07-2022 17:48 - edited ‎09-07-2022 17:52

@peter50 wrote:

 

I typically use modem mode but have performed a pinhole reset and the router is now in standard mode.

 

So you have internet? what router do you have test by double NAT with the hub maybe the subnet you was on got removed and the DHCP was not updated try with a PC to the hub in modem mode to get internet then copy the MAC of PC NIC to your router you can use the clone option. 

If no internet maybe work in your area is being done?

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

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peter50
On our wavelength
In response to legacy1

on ‎09-07-2022 20:41

Service has returned.

Time Priority Description

09-07-2022 20:27:49noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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;
09-07-2022 20:27:21noticeREGISTRATION COMPLETE - Waiting for Operational status
09-07-2022 20:27:14noticeDS 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;
09-07-2022 20:26:10noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-07-2022 20:26:08warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-07-2022 20:26:06noticeHonoring MDD; IP provisioning mode = IPv4
09-07-2022 20:26:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-07-2022 20:25:55criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 05:37:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 04:52:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 04:52:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 04:34:04criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 04:34:02criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 04:33:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Gareth_L
Forum Team
Forum Team
In response to peter50

on ‎11-07-2022 20:55

Hello Peter50.

Thanks for your post. 

Sorry to hear you have been having a few service issues recently.

Can I please ask how things are looking since your last post?

Gareth_L

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