Virgin Media Community

[faisalrahman187]

I am getting frequent internet drop outs across all of my devices on both WiFi and ethernet. I've had a technician out who replaced my hub but am still getting the dropouts. They happen multiple times a day and the internet connection comes back after about 1 minute. Logs from the modem are below:

Network Log

Time Priority Description

17-03-2023 14:33:39 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 14:32:31 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 14:32:18 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 14:12:48 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 14:11:43 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 14:11:32 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 13:51:39 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 13:50:25 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 13:50:22 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 11:41:28 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 11:40:39 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 11:40:11 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 08:46:58 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 08:45:41 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 08:45:19 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 08:13:47 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 08:12:30 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 08:12:13 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

17-03-2023 07:19:19 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;

17-03-2023 07:18:15 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

17-03-2023 07:17:55 warning MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;

[Andyt]

I am also having the exact same issue - Has been ongoing since the 15th March.

I initially submitted a complaint but got a response saying they could not find any fault - which is not the case.

I had a BQM still running on my line since the last time I had issues with this sort back in January which resulted in a replacement HUB.

Today I have been on the phone, was told they put a reset on the traffic or something and factory reset my HUB... said could take up to 14 days to settle down, but I highly doubt this is going to solve anything.

The rate at which the internet loses packets are crazy at the moment - talking 15mins - 30mins the packet drops happen rendering the internet unusable for 35 seconds at a time. (The connection to the devices do not drop, it's the data packets which stall and do not allow click requests/live video feeds to stall and not work).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/01022e27686cba99af36953028c7faee50...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1ec4fbf06ec582e06dc1bb3f06f6c142b6...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/005c65ffc998b25b53cb63749ef38ddc1b...

HUB5 Network Log from after HUB Factory Reboot:

18-03-2023 18:11:48	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
18-03-2023 18:10:21	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
18-03-2023 18:10:07	warning	MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
18-03-2023 17:40:30	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
18-03-2023 17:39:26	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
18-03-2023 17:39:03	warning	MDD message timeout;CM-MAC=;CMTS-MAC=:94;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

@Andyt please do not coat tail on existing posts, the answer even if the problem seems the same can be very different. All I can say for now is:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.