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iain123456's avatar
iain123456
Joining in
2 years ago

Constant disconnections

We recently had an engineer visit where the engineer concluded everything was fine, but the Hub 4 we had was replaced with a Hub 5. The reason for the visit was due to constant disconnections and loss of service.

Since the Hub 5 was installed it has been much better until the last couple of days where we're losing our connection a lot again. The only way to sort it is turn the hub off, leave for a bit then restart. It then works for a while. I've discovered there is a log in the Hub 5 which provides the table below, the critical items coincide with when the internet is lost, I'm assuming this is the reason and is therefore related.

I've found lots of questions about this, but no real answers, how does this get fixed? The current recorded message says there are no issues in our area, but when I check the service on line, it says there is an issue which is being worked on, check again tomorrow.

imePriorityDescription
14/12/2023 17:09warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 17:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:58noticeREGISTRATION COMPLETE - Waiting for Operational status
14/12/2023 16:57warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDynamic Range Window violation
14/12/2023 16:57noticeDS 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;
14/12/2023 16:57noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57noticeHonoring MDD; IP provisioning mode = IPv4
14/12/2023 16:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 14:38criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 23:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 07:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 07:22criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 06:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalCable Modem Reboot because of - HW or Power-On Reset

 

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We recently had an engineer visit where the engineer concluded everything was fine, but the Hub 4 we had was replaced with a Hub 5. The reason for the visit was due to constant disconnections and loss of service.

Since the Hub 5 was installed it has been much better until the last couple of days where we're losing our connection a lot again. The only way to sort it is turn the hub off, leave for a bit then restart. It then works for a while. I've discovered there is a log in the Hub 5 which provides the table below, the critical items coincide with when the internet is lost, I'm assuming this is the reason and is therefore related.

I've found lots of questions about this, but no real answers, how does this get fixed? The current recorded message says there are no issues in our area, but when I check the service on line, it says there is an issue which is being worked on, check again tomorrow.

imePriorityDescription
14/12/2023 17:09warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 17:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:58noticeREGISTRATION COMPLETE - Waiting for Operational status
14/12/2023 16:57warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDynamic Range Window violation
14/12/2023 16:57noticeDS 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;
14/12/2023 16:57noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57noticeHonoring MDD; IP provisioning mode = IPv4
14/12/2023 16:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 14:38criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 23:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 07:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 07:22criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 06:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalCable Modem Reboot because of - HW or Power-On Reset

 

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We recently had an engineer visit where the engineer concluded everything was fine, but the Hub 4 we had was replaced with a Hub 5. The reason for the visit was due to constant disconnections and loss of service.

Since the Hub 5 was installed it has been much better until the last couple of days where we're losing our connection a lot again. The only way to sort it is turn the hub off, leave for a bit then restart. It then works for a while. I've discovered there is a log in the Hub 5 which provides the table below, the critical items coincide with when the internet is lost, I'm assuming this is the reason and is therefore related.

I've found lots of questions about this, but no real answers, how does this get fixed? The current recorded message says there are no issues in our area, but when I check the service on line, it says there is an issue which is being worked on, check again tomorrow.

imePriorityDescription
14/12/2023 17:09warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 17:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:58noticeREGISTRATION COMPLETE - Waiting for Operational status
14/12/2023 16:57warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDynamic Range Window violation
14/12/2023 16:57noticeDS 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;
14/12/2023 16:57noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57noticeHonoring MDD; IP provisioning mode = IPv4
14/12/2023 16:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 16:57criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 14:38criticalCable Modem Reboot because of - HW or Power-On Reset
14/12/2023 14:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14/12/2023 09:39criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 23:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 23:16criticalCable Modem Reboot because of - HW or Power-On Reset
13/12/2023 07:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13/12/2023 07:22criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 07:28criticalCable Modem Reboot because of - HW or Power-On Reset
12/12/2023 07:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 06:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/12/2023 05:57criticalCable Modem Reboot because of - HW or Power-On Reset

 

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Can anyone help?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"18","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-12-16T07:16:41.618Z","lastPublishTime":"2023-12-16T07:16:41.618Z","metrics":{"__typename":"MessageMetrics","views":961},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5457425","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"23","rawBody":"

Can anyone help?

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5457425_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"Rank:rank:188":{"__typename":"Rank","id":"rank:188","position":16,"name":"Alessandro Volta","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:775108":{"__typename":"User","id":"user:775108","uid":775108,"login":"Client62","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2020-10-01T14:14:39.088+01:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.virginmedia.com/t5/s/virgin/images/dS03NzUxMDgteEVHbzBu?image-coordinates=0%2C0%2C260%2C260"},"rank":{"__ref":"Rank:rank:188"},"entityType":"USER","eventPath":"community:virgin/user:775108"},"ModerationData:moderation_data:5457496":{"__typename":"ModerationData","id":"moderation_data:5457496","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:5457496":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:775108"},"id":"message:5457496","revisionNum":1,"uid":5457496,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"parent":{"__ref":"ForumTopicMessage:message:5456798"},"conversation":{"__ref":"Conversation:conversation:5456798"},"subject":"Re: Constant disconnections","moderationData":{"__ref":"ModerationData:moderation_data:5457496"},"body":"

Share the stats from the Upstream and Downstream tabs, that will show the quality of the signal to the Hub.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"109","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-12-16T09:49:30.169Z","lastPublishTime":"2023-12-16T09:49:30.169Z","metrics":{"__typename":"MessageMetrics","views":950},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5457496","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"114","rawBody":"

Share the stats from the Upstream and Downstream tabs, that will show the quality of the signal to the Hub.

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3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11700000001.539QAM 2565
21380000002.440QAM 2561
31460000002.540QAM 2562
41540000002.139QAM 2563
51620000001.739QAM 2564
61780000001.639QAM 2566
71860000001.640QAM 2567
8194000000240QAM 2568
92020000002.140QAM 2569
102100000002.440QAM 25610
112180000002.539QAM 25611
122260000002.339QAM 25612
132340000002.439QAM 25613
142420000002.239QAM 25614
152500000001.739QAM 25615
162580000001.339QAM 25616
172660000000.839QAM 25617
182740000000.639QAM 25618
192820000000.639QAM 25619
202900000000.839QAM 25620
212980000000.839QAM 25621
223060000000.939QAM 25622
233140000001.139QAM 25623
243220000001.239QAM 25624
253300000001.239QAM 25625
263380000001.639QAM 25626
273460000001.739QAM 25627
283540000001.839QAM 25628
293620000001.939QAM 25629
303700000001.939QAM 25630
313780000001.939QAM 25631
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3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11700000001.539QAM 2565
21380000002.440QAM 2561
31460000002.540QAM 2562
41540000002.139QAM 2563
51620000001.739QAM 2564
61780000001.639QAM 2566
71860000001.640QAM 2567
8194000000240QAM 2568
92020000002.140QAM 2569
102100000002.440QAM 25610
112180000002.539QAM 25611
122260000002.339QAM 25612
132340000002.439QAM 25613
142420000002.239QAM 25614
152500000001.739QAM 25615
162580000001.339QAM 25616
172660000000.839QAM 25617
182740000000.639QAM 25618
192820000000.639QAM 25619
202900000000.839QAM 25620
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223060000000.939QAM 25622
233140000001.139QAM 25623
243220000001.239QAM 25624
253300000001.239QAM 25625
263380000001.639QAM 25626
273460000001.739QAM 25627
283540000001.839QAM 25628
293620000001.939QAM 25629
303700000001.939QAM 25630
313780000001.939QAM 25631
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hannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

06030000040.85120QAM 641
15370000040.85120QAM 642
24620000040.35120QAM 643
33940000040.35120QAM 644
43260000040.35120QAM 645
52360000040.35120QAM 646
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hannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

06030000040.85120QAM 641
15370000040.85120QAM 642
24620000040.35120QAM 643
33940000040.35120QAM 644
43260000040.35120QAM 645
52360000040.35120QAM 646
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Is there anyone who can help with this? I check the service update and at the moment it says:

Looks like there’s still an issue with your connection

but there are no known issues in my post code. It said this the other day, then when the 24 hours were up it said it was fixed, but it's not, I can't seem to get a technician to come out until it says this issue isn't fixed after 24 hours! 

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2023-12-18T10:56:18.910Z","lastPublishTime":"2023-12-18T10:56:18.910Z","metrics":{"__typename":"MessageMetrics","views":895},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5458238","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU0NTkxMDQsNTQ1OTEwNA","node":{"__ref":"ForumReplyMessage:message:5459104"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"457","rawBody":"

Is there anyone who can help with this? I check the service update and at the moment it says:

Looks like there’s still an issue with your connection

but there are no known issues in my post code. It said this the other day, then when the 24 hours were up it said it was fixed, but it's not, I can't seem to get a technician to come out until it says this issue isn't fixed after 24 hours! 

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5458238_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:5459104":{"__typename":"ModerationData","id":"moderation_data:5459104","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:5459104":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:893914"},"id":"message:5459104","revisionNum":1,"uid":5459104,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"parent":{"__ref":"ForumReplyMessage:message:5458238"},"conversation":{"__ref":"Conversation:conversation:5456798"},"subject":"Re: Constant disconnections","moderationData":{"__ref":"ModerationData:moderation_data:5459104"},"body":"

Hi iain123456 👋.

Thanks for reaching out to us. Apologies that you are having issues with the service in your area. If the service checker 👉 Service Status is saying that the outage is now clear, please run the same test again with the Hub in router mode, and all third party Hubs removed and operating off the VM network name and post the results for us to see. 

Sabrina

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Hi 👋.

Thanks for reaching out to us. Apologies that you are having issues with the service in your area. If the service checker 👉 Service Status is saying that the outage is now clear, please run the same test again with the Hub in router mode, and all third party Hubs removed and operating off the VM network name and post the results for us to see. 

Sabrina

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error

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error

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Before you repost your stats ensure that all connections between hub and wall socket are tight and you reboot your hub.

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Before you repost your stats ensure that all connections between hub and wall socket are tight and you reboot your hub.

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forgive my ignorance, but is this graph bad?

 

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forgive my ignorance, but is this graph bad?

 

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Hi iain123456

\n

Thanks for posting a screenshot of your graph. 

\n

When the graph appears all red like this, it'll either mean that your Hub has been offline for the entire 24 hour log, or your Hub is blocking CMTS ping request which is what's required in order to allow the site to speak with your Hub and present the data on the graph.

\n

We've checked the SamKnows data on our side for the past week and we aren't able to see any issues at all with your connection.

\n

How've things been since Friday?

\n

 

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Hi iain123456

\n

Thanks for posting a screenshot of your graph. 

\n

When the graph appears all red like this, it'll either mean that your Hub has been offline for the entire 24 hour log, or your Hub is blocking CMTS ping request which is what's required in order to allow the site to speak with your Hub and present the data on the graph.

\n

We've checked the SamKnows data on our side for the past week and we aren't able to see any issues at all with your connection.

\n

How've things been since Friday?

\n

 

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Hi,

We had and engineer come on Friday who replaced the blue box externally on the house and the connection into the house (the install was an old way of doing it, so now it is the new way?). The engineer had detected some issues when he connected his bit of kit, which were then almost gone when he tested it after the replacement box. 

It was all good and we managed 3 days without it going off, then yesterday lunch time it went off and this morning it has just gone off again.

Time Priority Description

02-01-2024 09:49:48warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48noticeREGISTRATION COMPLETE - Waiting for Operational status
02-01-2024 09:49:38warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:38warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:33noticeDS 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;
02-01-2024 09:49:30noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:27warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:25noticeHonoring MDD; IP provisioning mode = IPv4
02-01-2024 09:49:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:14criticalCable Modem Reboot because of - HW or Power-On Reset

.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1370000000837QAM 25630
21380000009.238QAM 2561
31460000008.938QAM 2562
41540000008.838QAM 2563
51620000008.538QAM 2564
61700000008.738QAM 2565
71780000008.738QAM 2566
8186000000938QAM 2567
91940000009.239QAM 2568
102020000009.138QAM 2569
11210000000938QAM 25610
122180000008.838QAM 25611
132260000008.738QAM 25612
142340000008.738QAM 25613
152420000008.838QAM 25614
162500000008.638QAM 25615
172580000008.638QAM 25616
182660000008.438QAM 25617
192740000008.438QAM 25618
202820000008.438QAM 25619
212900000008.638QAM 25620
222980000008.438QAM 25621
233060000008.438QAM 25622
243140000008.238QAM 25623
253220000008.138QAM 25624
26330000000837QAM 25625
27338000000837QAM 25626
283460000007.937QAM 25627
293540000007.937QAM 25628
30362000000837QAM 25629
313780000008.237QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3700
2Locked3800
3Locked3800
4Locked3800
5Locked3800
6Locked3800
7Locked3800
8Locked3800
9Locked3900
10Locked3800
11Locked3800
12Locked3800
13Locked3800
14Locked3800
15Locked3800
16Locked3800
17Locked3800
18Locked3800
19Locked3800
20Locked3800
21Locked3800
22Locked3800
23Locked3800
24Locked3800
25Locked3800
26Locked3700
27Locked3700
28Locked3700
29Locked3700
30Locked3700
31Locked3700

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked388.849599520

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000028.35120QAM 641
15370000028.35120QAM 642
24620000028.35120QAM 643
339400000285120QAM 644
43260000028.35120QAM 645
52360000027.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100
5ATDMA0100

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
A,.iyewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
8582
575000085 bps
42600bytes
0 bps
22062
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
8581
55000085 bps
42600bytes
0 bps
42600bytes
Best Effort
22061
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-01-02T09:59:30.737Z","lastPublishTime":"2024-01-02T09:59:30.737Z","metrics":{"__typename":"MessageMetrics","views":525},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5463264","customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"11278","rawBody":"

Hi,

We had and engineer come on Friday who replaced the blue box externally on the house and the connection into the house (the install was an old way of doing it, so now it is the new way?). The engineer had detected some issues when he connected his bit of kit, which were then almost gone when he tested it after the replacement box. 

It was all good and we managed 3 days without it going off, then yesterday lunch time it went off and this morning it has just gone off again.

Time Priority Description

02-01-2024 09:49:48warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48noticeREGISTRATION COMPLETE - Waiting for Operational status
02-01-2024 09:49:38warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:38warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:33noticeDS 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;
02-01-2024 09:49:30noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:27warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:25noticeHonoring MDD; IP provisioning mode = IPv4
02-01-2024 09:49:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:14criticalCable Modem Reboot because of - HW or Power-On Reset

.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1370000000837QAM 25630
21380000009.238QAM 2561
31460000008.938QAM 2562
41540000008.838QAM 2563
51620000008.538QAM 2564
61700000008.738QAM 2565
71780000008.738QAM 2566
8186000000938QAM 2567
91940000009.239QAM 2568
102020000009.138QAM 2569
11210000000938QAM 25610
122180000008.838QAM 25611
132260000008.738QAM 25612
142340000008.738QAM 25613
152420000008.838QAM 25614
162500000008.638QAM 25615
172580000008.638QAM 25616
182660000008.438QAM 25617
192740000008.438QAM 25618
202820000008.438QAM 25619
212900000008.638QAM 25620
222980000008.438QAM 25621
233060000008.438QAM 25622
243140000008.238QAM 25623
253220000008.138QAM 25624
26330000000837QAM 25625
27338000000837QAM 25626
283460000007.937QAM 25627
293540000007.937QAM 25628
30362000000837QAM 25629
313780000008.237QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3700
2Locked3800
3Locked3800
4Locked3800
5Locked3800
6Locked3800
7Locked3800
8Locked3800
9Locked3900
10Locked3800
11Locked3800
12Locked3800
13Locked3800
14Locked3800
15Locked3800
16Locked3800
17Locked3800
18Locked3800
19Locked3800
20Locked3800
21Locked3800
22Locked3800
23Locked3800
24Locked3800
25Locked3800
26Locked3700
27Locked3700
28Locked3700
29Locked3700
30Locked3700
31Locked3700

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked388.849599520

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000028.35120QAM 641
15370000028.35120QAM 642
24620000028.35120QAM 643
339400000285120QAM 644
43260000028.35120QAM 645
52360000027.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100
5ATDMA0100

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
A,.iyewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
8582
575000085 bps
42600bytes
0 bps
22062
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
8581
55000085 bps
42600bytes
0 bps
42600bytes
Best Effort
22061
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
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And it's gone again, needless to say this is becoming increasingly frustrating and making working from home virtually impossible.

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And it's gone again, needless to say this is becoming increasingly frustrating and making working from home virtually impossible.

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5463266_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:5463291":{"__typename":"ModerationData","id":"moderation_data:5463291","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:5463291":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:920226"},"id":"message:5463291","revisionNum":1,"uid":5463291,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"parent":{"__ref":"ForumReplyMessage:message:5463266"},"conversation":{"__ref":"Conversation:conversation:5456798"},"subject":"Re: Constant disconnections","moderationData":{"__ref":"ModerationData:moderation_data:5463291"},"body":"

Hi,

We had and engineer come on Friday who replaced the blue box externally on the house and the connection into the house (the install was an old way of doing it, so now it is the new way?). The engineer had detected some issues when he connected his bit of kit, which were then almost gone when he tested it after the replacement box. 

It was all good and we managed 3 days without it going off, then yesterday lunch time it went off and this morning it has just gone off again.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-01-02T10:44:37.714Z","lastPublishTime":"2024-01-02T10:44:37.714Z","metrics":{"__typename":"MessageMetrics","views":538},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5463291","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"544","rawBody":"

Hi,

We had and engineer come on Friday who replaced the blue box externally on the house and the connection into the house (the install was an old way of doing it, so now it is the new way?). The engineer had detected some issues when he connected his bit of kit, which were then almost gone when he tested it after the replacement box. 

It was all good and we managed 3 days without it going off, then yesterday lunch time it went off and this morning it has just gone off again.

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5463291_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:5463292":{"__typename":"ModerationData","id":"moderation_data:5463292","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":"2024-01-02T10:45:18.822Z","rejectActorType":"member"},"User:user:611907":{"__typename":"User","id":"user:611907","uid":611907,"login":"John_GS","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2017-09-15T15:23:57.014+01:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.virginmedia.com/t5/s/virgin/images/dS02MTE5MDctMTE2OTM3aUY5Q0UzNUMxQzQ1NjQ1MDU"},"rank":{"__ref":"Rank:rank:74"},"entityType":"USER","eventPath":"community:virgin/user:611907"},"ForumReplyMessage:message:5463292":{"__typename":"ForumReplyMessage","uid":5463292,"id":"message:5463292","revisionNum":1,"author":{"__ref":"User:user:920226"},"readOnly":false,"repliesCount":1,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"parent":{"__ref":"ForumTopicMessage:message:5456798"},"conversation":{"__ref":"Conversation:conversation:5456798"},"subject":"Re: Constant disconnections","moderationData":{"__ref":"ModerationData:moderation_data:5463292"},"body":"

Time Priority Description

02-01-2024 09:49:48warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48noticeREGISTRATION COMPLETE - Waiting for Operational status
02-01-2024 09:49:38warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:38warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:33noticeDS 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;
02-01-2024 09:49:30noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:27warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:25noticeHonoring MDD; IP provisioning mode = IPv4
02-01-2024 09:49:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:14criticalCable Modem Reboot because of - HW or Power-On Reset

.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1370000000837QAM 25630
21380000009.238QAM 2561
31460000008.938QAM 2562
41540000008.838QAM 2563
51620000008.538QAM 2564
61700000008.738QAM 2565
71780000008.738QAM 2566
8186000000938QAM 2567
91940000009.239QAM 2568
102020000009.138QAM 2569
11210000000938QAM 25610
122180000008.838QAM 25611
132260000008.738QAM 25612
142340000008.738QAM 25613
152420000008.838QAM 25614
162500000008.638QAM 25615
172580000008.638QAM 25616
182660000008.438QAM 25617
192740000008.438QAM 25618
202820000008.438QAM 25619
212900000008.638QAM 25620
222980000008.438QAM 25621
233060000008.438QAM 25622
243140000008.238QAM 25623
253220000008.138QAM 25624
26330000000837QAM 25625
27338000000837QAM 25626
283460000007.937QAM 25627
293540000007.937QAM 25628
30362000000837QAM 25629
313780000008.237QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3700
2Locked3800
3Locked3800
4Locked3800
5Locked3800
6Locked3800
7Locked3800
8Locked3800
9Locked3900
10Locked3800
11Locked3800
12Locked3800
13Locked3800
14Locked3800
15Locked3800
16Locked3800
17Locked3800
18Locked3800
19Locked3800
20Locked3800
21Locked3800
22Locked3800
23Locked3800
24Locked3800
25Locked3800
26Locked3700
27Locked3700
28Locked3700
29Locked3700
30Locked3700
31Locked3700

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked388.849599520

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000028.35120QAM 641
15370000028.35120QAM 642
24620000028.35120QAM 643
339400000285120QAM 644
43260000028.35120QAM 645
52360000027.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100
5ATDMA0100

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
A,.iyewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
8582
575000085 bps
42600bytes
0 bps
22062
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
8581
55000085 bps
42600bytes
0 bps
42600bytes
Best Effort
22061
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2024-01-02T10:45:13.163Z","lastPublishTime":"2024-01-02T10:45:13.163Z","metrics":{"__typename":"MessageMetrics","views":525},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5463292","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU0NjUwNzQsNTQ2NTA3NA","node":{"__ref":"ForumReplyMessage:message:5465074"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"10814","rawBody":"

Time Priority Description

02-01-2024 09:49:48warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:48noticeREGISTRATION COMPLETE - Waiting for Operational status
02-01-2024 09:49:38warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:38warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:33noticeDS 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;
02-01-2024 09:49:30noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:27warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:25noticeHonoring MDD; IP provisioning mode = IPv4
02-01-2024 09:49:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-01-2024 09:49:14criticalCable Modem Reboot because of - HW or Power-On Reset

.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1370000000837QAM 25630
21380000009.238QAM 2561
31460000008.938QAM 2562
41540000008.838QAM 2563
51620000008.538QAM 2564
61700000008.738QAM 2565
71780000008.738QAM 2566
8186000000938QAM 2567
91940000009.239QAM 2568
102020000009.138QAM 2569
11210000000938QAM 25610
122180000008.838QAM 25611
132260000008.738QAM 25612
142340000008.738QAM 25613
152420000008.838QAM 25614
162500000008.638QAM 25615
172580000008.638QAM 25616
182660000008.438QAM 25617
192740000008.438QAM 25618
202820000008.438QAM 25619
212900000008.638QAM 25620
222980000008.438QAM 25621
233060000008.438QAM 25622
243140000008.238QAM 25623
253220000008.138QAM 25624
26330000000837QAM 25625
27338000000837QAM 25626
283460000007.937QAM 25627
293540000007.937QAM 25628
30362000000837QAM 25629
313780000008.237QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3700
2Locked3800
3Locked3800
4Locked3800
5Locked3800
6Locked3800
7Locked3800
8Locked3800
9Locked3900
10Locked3800
11Locked3800
12Locked3800
13Locked3800
14Locked3800
15Locked3800
16Locked3800
17Locked3800
18Locked3800
19Locked3800
20Locked3800
21Locked3800
22Locked3800
23Locked3800
24Locked3800
25Locked3800
26Locked3700
27Locked3700
28Locked3700
29Locked3700
30Locked3700
31Locked3700

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked388.849599520

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000028.35120QAM 641
15370000028.35120QAM 642
24620000028.35120QAM 643
339400000285120QAM 644
43260000028.35120QAM 645
52360000027.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0100
5ATDMA0100

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
A,.iyewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
8582
575000085 bps
42600bytes
0 bps
22062
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
8581
55000085 bps
42600bytes
0 bps
42600bytes
Best Effort
22061
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
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Hi iain123456 

\n

Thanks for coming back to the thread.

\n

You do need a tech as the upstream channels are low plus the downstream ones are getting towards the high side.

\n

I'll send you a PM now to book this in.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-01-05T14:32:26.619Z","lastPublishTime":"2024-01-05T14:32:26.619Z","metrics":{"__typename":"MessageMetrics","views":515},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5456798/message:5465074","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"534","rawBody":"

Hi  

\n

Thanks for coming back to the thread.

\n

You do need a tech as the upstream channels are low plus the downstream ones are getting towards the high side.

\n

I'll send you a PM now to book this in.

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