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Can You Fix My Parents connection please? Wont answer me on my thread anymore.

Viper-t
Fibre optic

on ‎05-12-2023 15:32

Hi can my parents connection get fixed please its been months now. Engineer reported that networks confirmed bad snr for south bristol yet no ticket or fault number was created. I don't know what constitutes a bad connection in 2023 but I think this counts? 1000s of post rs errors bqm terrible error log shows this also power to high on 3.1. They were put on the hub 5 to try ro hide this yet there package is only m125 so hub 5 not needed?. This network is not coping in South bristol we all have problems but that's a different story. Specs below thanks.

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4113554
2Locked39429985
3Locked40649796
4Locked40665386
5Locked40978663
6Locked40672340
7Locked40999385
8Locked401189511
9Locked401218413
10Locked4180
11Locked4160
12Locked41147830
13Locked41813500
14Locked41354301
15Locked416339
16Locked412432
17Locked41117232
18Locked41109249
19Locked41107216
20Locked4197204
21Locked41116157
22Locked41151106
23Locked4113379
24Locked417852
25Locked4112157
26Locked4114829
27Locked4110532
28Locked418131
29Locked4112248
30Locked4111650
31Locked4111543

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked4110.224412466094
 
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.85120QAM 641
14310000048.85120QAM 642
23660000048.85120QAM 643
33010000048.85120QAM 644
42360000048.85120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61144.22KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22074000000180
03-12-2023 16:08:53errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-12-2023 09:46:27noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 17:49:16noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 11:26:23noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 08:14:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 08:14:51critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-12-2023 08:13:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 23:17:08noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 22:13:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 21:09:29noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 20:05:41noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 07:19:56noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-12-2023 03:04:41noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 21:45:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 20:41:49noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 19:38:00noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 14:18:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 12:11:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 10:11:45noticeREGISTRATION COMPLETE - Waiting for Operational status
30-11-2023 10:11:41noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 10:11:36noticeDS 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;
30-11-2023 10:11:29warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 10:11:27noticeHonoring MDD; IP provisioning mode = IPv4
30-11-2023 10:11:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2023 10:11:09criticalCable Modem Reboot because of - unknown
29-11-2023 09:04:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:04:45criticalCable Modem Reboot because of - unknown
28-11-2023 09:25:40criticalCable Modem Reboot because of - unknown
28-11-2023 09:25:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-11-2023 08:53:40criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-11-2023 08:53:39criticalCable Modem Reboot because of - unknown
26-11-2023 19:26:07critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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6 REPLIES 6

Viper-t
Fibre optic

on ‎05-12-2023 15:35

513ae56f12c1b5fb03e9accb2605064206300b94-05-12-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-30-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-02-12-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-03-12-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-04-12-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-18-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-20-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-21-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-22-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-23-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-24-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-25-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-30-11-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-01-12-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-02-12-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-25-11-2023.png513ae56f12c1b5fb03e9accb2605064206300b94-12-11-2023 (2).png513ae56f12c1b5fb03e9accb2605064206300b94-15-11-2023 (1).png513ae56f12c1b5fb03e9accb2605064206300b94-16-11-2023.png

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Carley_S
Forum Team
Forum Team
In response to Viper-t

on ‎07-12-2023 16:11

Hi @Viper-t 

Sorry to hear this is still unresolved for you. 

I can see that my colleague Zach has supported you on your latest post to help further on your parents connection concerns. 

If you respond to them they'll be able to assist further. Alternatively, you can post again on your original thread and one of the team will respond shortly. We ask that members do not create multiple threads on the same issue so we can keep all information clear within one area for all involved. 

Here to help 🙂
Virgin Media Forums Agent
Carley
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Viper-t
Fibre optic
In response to Carley_S

on ‎08-12-2023 17:13

Hi carley so I did post on my thread but virgin won't answer on there to my parents connection so I made a separate one, they do not answer for my problems either anymore. So do you want me to repost everything on my thread? As you can see its quite bad and has been for months for them. Below is my current connection and the settings page isn't loading again I think I'm on 5he latest firmware so do not know why it isn't loading. Can you tell me the curre.t firmware please to check.

Regards

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Viper-t
Fibre optic
In response to Viper-t

on ‎08-12-2023 17:14

Sorry forgot to add

Screenshot_20231208_171119_Chrome.jpg

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Steven_L
Forum Team
Forum Team
In response to Viper-t

on ‎11-12-2023 09:37

Thanks for coming back to us Viper-t, if you post on your original post the team will get back to you as soon as they can. What happens, when you try to load the settings page? Which version of the firmware, are you currently on? 

Kind Regards,

Steven_L

 

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Viper-t
Fibre optic
In response to Steven_L

on ‎11-12-2023 18:47

Hey Steve I'm on fw: LG-RDK_6.9.35-2302.6 it loads properly now but didn't when I first got the hub 5 a week or so ago as you see above. 

I'll try and get answers/help on my thread but it goes unanswered from time to time. My connection has been good since the last profile changes but its how long till they change me again. Thursday 7th till now good connection bqm nice 👍 no packet loss latency spikes, Qam on all upstream channels were dropped but today all at 64.

Regards

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