Virgin Media Community

[JackHendon]

Hello,

For the past couple of weeks I've been experiencing significant downtime and cut outs. There doesn't appear to be any consistent pattern to the timings, some days it will be constant throughout the day, some days will be fine, and others will be an hour or two of issues and then it resolves itself.

The light on the Hub 3.0 will either stay solid orange as usual or start flashing green, this is also not consistent with the drop outs. Below is a snapshot of a BQM for the last 24 hours - link here for the full view.

Really hoping someone can help me as working from home is becoming unsustainable with how frequent the issues have become. Have pasted full network info below but let me know if you need anything else. Thanks.

Cable Modem StatusItem Status Comment

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	23600000	Locked
Provisioning State	Online

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

1	331000000	3.7	40	256 qam	25
2	203000000	4	40	256 qam	9
3	211000000	4.4	40	256 qam	10
4	219000000	4.5	40	256 qam	11
5	227000000	4.5	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.3	40	256 qam	14
8	251000000	4	40	256 qam	15
9	259000000	3.7	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.7	40	256 qam	18
12	283000000	3.9	40	256 qam	19
13	291000000	4.1	40	256 qam	20
14	299000000	4	40	256 qam	21
15	307000000	4.3	40	256 qam	22
16	315000000	4	40	256 qam	23
17	323000000	3.9	40	256 qam	24
18	339000000	3.7	40	256 qam	26
19	347000000	4	40	256 qam	27
20	355000000	4.3	40	256 qam	28
21	363000000	4.6	40	256 qam	29
22	371000000	4.8	40	256 qam	30
23	379000000	5.3	40	256 qam	31
24	387000000	5	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	5	0
3	Locked	40.3	5	0
4	Locked	40.3	4	0
5	Locked	40.3	5	0
6	Locked	40.3	4	0
7	Locked	40.3	0	0
8	Locked	40.9	6	0
9	Locked	40.3	5	0
10	Locked	40.3	5	0
11	Locked	40.3	6	0
12	Locked	40.9	0	0
13	Locked	40.3	6	0
14	Locked	40.3	5	0
15	Locked	40.3	5	0
16	Locked	40.3	0	0
17	Locked	40.3	5	0
18	Locked	40.3	0	0
19	Locked	40.3	0	0
20	Locked	40.9	0	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	38.9	0	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	23600000	49	5120	64 qam	5
2	30100000	49	5120	64 qam	4
3	49600000	47.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	4

Primary Downstream Service Flow

SFID	15966
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	15965
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

 

[JackHendon]

Network Log

Time Priority Description

10/03/2023 22:11:10	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:11:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:11:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:11:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:10:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:10:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:09:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:09:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:09:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:09:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:08:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:08:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:08:44	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;
10/03/2023 22:08:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:08:30	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:07:24	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;
10/03/2023 22:07:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:07:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 22:06:56	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;
10/03/2023 22:06:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adri_G]

Hey JackHendon, thanks for reaching out on the help forum and sorry to see you've been experiencing issues with your services.

We'd love to best help with these, from our latest checks we haven't found an area fault or outage that is affecting you.

Could you please tell us if the problem is present on one device or more?

Also, how do these devices connect? Is it wirelessly or over ethernet?
How do things look since you last posted on Friday and have you noticed any improvements?

Let us know and we're eager to help.

[Client62]

Both sets of Upstream stats show 3 upstream channels.  Most Hubs have 4 or more.

You refer to significant packet loss, in what application is the packet loss being measured ?

[JackHendon]

Hello, the problem went quiet for a few days and seems to have returned this morning.

The issue is present across multiple devices including a Macbook, an Iphone, and a PS4. The Macbook and Iphone are wireless and the PS4 is connected via ethernet.

[JackHendon]

I've setup a BQM (linked below) which shows a large amount of dropped packets whenever the issues are occurring. The issue ceases for sometimes days at a time and then comes back for random intervals as short as a few minutes or as long as multiple hours.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f370a447d95f661dfb4bd59251c1917e87...

[jpeg1]

The packet loss shows clearly in the BQM in the original post, and in the link just posted.

That, together with the missing upstream channel, shows that there is a serious connection problem that needs to be fixed.