Virgin Media Community

[Bagz86]

Hi all,

Broadband been fine for ages, since I got cable swapped to house.

This week, complete drop out and needing to restart hub. happened 5 times since yesterday. 

Using hub in modem mode, wireless and other networks continue working. 
Router says ISP not providing a DHCP address.
192.168.100.1 stops responding.

Only fix is to reboot hub, but that doesn’t always bring it back.

Rang VM yesterday, and they did the usual troubleshooting, ‘sending signals down the line’ and resets etc.

Dropped again today for 20mins or so, reset didn’t bring it back even in Router mode. 

I’ve got a technician booked for Tuesday, given the last time intermittent issues I think it’s going to be tricky finding the fault.

Is there anything obvious in the logs?

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	8.5	40	256 qam	25
2	203000000	6.5	40	256 qam	9
3	211000000	6.6	40	256 qam	10
4	219000000	6.9	40	256 qam	11
5	227000000	6.8	40	256 qam	12
6	235000000	6.9	40	256 qam	13
7	243000000	7	40	256 qam	14
8	251000000	7	40	256 qam	15
9	259000000	7	40	256 qam	16
10	267000000	7.5	40	256 qam	17
11	275000000	7.5	40	256 qam	18
12	283000000	7.6	40	256 qam	19
13	291000000	7.8	40	256 qam	20
14	299000000	8.4	40	256 qam	21
15	307000000	8.4	40	256 qam	22
16	315000000	8.4	40	256 qam	23
17	323000000	8.4	40	256 qam	24
18	371000000	9	40	256 qam	26
19	379000000	8.8	40	256 qam	27
20	387000000	8.8	40	256 qam	28
21	395000000	8.8	40	256 qam	29
22	403000000	8.9	40	256 qam	30
23	411000000	9.1	40	256 qam	31
24	419000000	9.1	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors   Post RS Errors

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

Error log has some DHCP Renew warnings, No ranging response received. They don’t seem to align with the drop outs. 

I’m going to set up a BQM again and monitor too. 

[Bagz86]

Upstream bonded channels

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

1	46200000	46	5120	64 qam	1
2	25800006	45.7	5120	16 qam	4
3	39399927	46	5120	64 qam	2
4	32600151	45.8	5120	64 qam	3

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	447006
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	447005
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Bagz86]

BQM been running overnight. Some dropped packets noticed, 

latency seems high

BQM 

[tehwolf · Accepted solution]

one of your four upstream channels is at 16 - should be 64.. not sure that explains the 20 minute dropouts.. maybe there;s also an issue with the hub itself - engineer might replace it on Tuesday i guess.. 

rest of the stats look ok to me

[Bagz86]

I had a VM person booked to come and look at this, but then they rescheduled to a day I couldn't do, so I cancelled it, mostly because the drop outs hadn't been noticeable over the a couple of days. 

However, I've had a few more this week and my stats look similar to last time although, now all my upstreams are 16. 

I already have a 3db attenuator on my hub, my cabinet is very close, it's practically outside my house. 

I've tried calling VM but being on hold for ages and then run out of time. The thought of having to jump through all the same troubleshooting hoops puts me right off. 

Current stats are below, but whats the best way to get this looked at? Is it only through the call centres?

Downstream bonded channels

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

1	331000000	8.3	40	256 qam	25
2	203000000	6.5	40	256 qam	9
3	211000000	6.5	40	256 qam	10
4	219000000	6.9	40	256 qam	11
5	227000000	6.6	40	256 qam	12
6	235000000	6.8	40	256 qam	13
7	243000000	6.9	40	256 qam	14
8	251000000	7	40	256 qam	15
9	259000000	7	40	256 qam	16
10	267000000	7.4	40	256 qam	17
11	275000000	7.5	40	256 qam	18
12	283000000	7.5	40	256 qam	19
13	291000000	7.6	40	256 qam	20
14	299000000	8.3	40	256 qam	21
15	307000000	8.3	40	256 qam	22
16	315000000	8.3	40	256 qam	23
17	323000000	8.3	40	256 qam	24
18	371000000	8.9	40	256 qam	26
19	379000000	8.8	40	256 qam	27
20	387000000	8.8	40	256 qam	28
21	395000000	8.8	40	256 qam	29
22	403000000	8.8	40	256 qam	30
23	411000000	9.1	40	256 qam	31
24	419000000	9.1	40	256 qam	32

Downstream bonded channels

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

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

[Bagz86]

Upstream bonded channels

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

1	46199873	46	5120	16 qam	1
2	25800195	45.8	5120	16 qam	4
3	39400000	45.8	5120	16 qam	2
4	32599624	45.8	5120	16 qam	3

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

[tehwolf]

Forum staff here can arrange engineers - might take a few days for them to respond though, so depend how urgent it is.. quickest path is likely the phone..