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Connection Issue

I've been having connection issues for about a week now where the hub seems fine and have a white light though there is no internet. I've done all the checks and tried to call and did all the things that were suggested online but have found no solution. I've attached information from my router and hope someone here can help me. Thanks.

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

187000000

9.5

40

256 qam

7

2

139000000

10.9

38

256 qam

1

3

147000000

10.5

38

256 qam

2

4

155000000

10.1

40

256 qam

3

5

163000000

10

40

256 qam

4

6

171000000

10

40

256 qam

5

7

179000000

9.5

40

256 qam

6

8

195000000

8.9

40

256 qam

8

9

203000000

7.5

38

256 qam

9

10

211000000

7.1

38

256 qam

10

11

219000000

6.9

38

256 qam

11

12

227000000

6.5

38

256 qam

12

13

235000000

6.5

38

256 qam

13

14

243000000

6.8

40

256 qam

14

15

251000000

6.9

38

256 qam

15

16

259000000

6.8

38

256 qam

16

17

267000000

6.4

38

256 qam

17

18

275000000

6.4

40

256 qam

18

19

283000000

6.5

40

256 qam

19

20

291000000

6.5

38

256 qam

20

21

299000000

6.6

38

256 qam

21

22

307000000

7.3

40

256 qam

22

23

315000000

7

38

256 qam

23

24

323000000

6.9

38

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

17

0

2

Locked

38.9

5

0

3

Locked

38.9

5

0

4

Locked

40.3

21

0

5

Locked

40.3

5

0

6

Locked

40.3

6

0

7

Locked

40.3

0

0

8

Locked

40.3

5

0

9

Locked

38.9

0

0

10

Locked

38.9

12

0

11

Locked

38.9

5

0

12

Locked

38.9

5

0

13

Locked

38.9

6

0

14

Locked

40.3

6

0

15

Locked

38.9

6

0

16

Locked

38.9

6

0

17

Locked

38.9

5

0

18

Locked

40.3

5

0

19

Locked

40.3

5

0

20

Locked

38.9

6

0

21

Locked

38.9

7

0

22

Locked

40.9

4

0

23

Locked

38.9

5

0

24

Locked

38.9

6

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700009

3.65

5120

64 qam

10

2

39400004

3.65

5120

64 qam

12

3

46199983

3.65

5120

64 qam

11

4

60299986

3.65

5120

64 qam

9



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

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Re: Connection Issue

Network Log

Time

Priority

Description

26/08/2020 20:57:6

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 20:56:57

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 20:25:7

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 06:20:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 01:36:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 01:36:24

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 01:07:50

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:58:32

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:56:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:56:2

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:54:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:54:2

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:52:9

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:52:0

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:50:4

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;

25/08/2020 00:48:8

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:48:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/08/2020 00:26:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 15:27:1

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/08/2020 14:32:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Alessandro Volta
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Re: Connection Issue

Some of your Downstream Power Levels are too high.

This will take an engineer to put right.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Connection Issue

Good Morning @MarkDLC 

 

Thank you for taking the time to reach out to us. 

 

As @MikeRobbo has suggested, some of the power levels are on the high side. 

 

I am going to drop you a PM so that we can arrange and engineer to come to you. 

 

Kind regards,

Zak_M

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Re: Connection Issue

Good Afternoon @MarkDLC  

 

I just want to check how things have been since the engineer appointment? 

 

Kind regards,

Zak_M

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