Wednesday - last edited Wednesday
Moved home recently this year and took our VM kit with us as per the moving home process. We've had a good connection using the Super Hub 3 (in Modem mode). In the last two weeks we have noticed the connection to be flaky and has dropped out completely at times. We have rebooted our kit several times and checked the connections on all the cabling.
I took a look at the power levels on the super hub and have had a BB monitor running for the last few days to try and get a look on this.
Would be grateful for a forum moderator to run some tests on our line to ascertain if we need a technician to visit. Thank you
See below BB snapshot graph and stats from the modem.
SUPER HUB 3.0 (Modem Mode)
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 203000000 | 9.1 | 40 | 256 qam | 9 |
2 | 139000000 | 8.8 | 37 | 256 qam | 1 |
3 | 163000000 | 10.4 | 40 | 256 qam | 4 |
4 | 171000000 | 10.5 | 40 | 256 qam | 5 |
5 | 195000000 | 9.5 | 40 | 256 qam | 8 |
6 | 227000000 | 9.1 | 40 | 256 qam | 12 |
7 | 235000000 | 9.5 | 40 | 256 qam | 13 |
8 | 243000000 | 9.5 | 40 | 256 qam | 14 |
9 | 251000000 | 10 | 40 | 256 qam | 15 |
10 | 275000000 | 10.8 | 40 | 256 qam | 18 |
11 | 283000000 | 11.5 | 40 | 256 qam | 19 |
12 | 307000000 | 12.1 | 38 | 256 qam | 22 |
13 | 315000000 | 11.9 | 40 | 256 qam | 23 |
14 | 331000000 | 11.9 | 40 | 256 qam | 25 |
15 | 339000000 | 11.5 | 40 | 256 qam | 26 |
16 | 347000000 | 11.5 | 40 | 256 qam | 27 |
17 | 355000000 | 11.4 | 40 | 256 qam | 28 |
18 | 363000000 | 11.4 | 40 | 256 qam | 29 |
19 | 371000000 | 11.3 | 40 | 256 qam | 30 |
20 | 379000000 | 10.9 | 38 | 256 qam | 31 |
21 | 387000000 | 11.6 | 40 | 256 qam | 32 |
22 | 395000000 | 12 | 40 | 256 qam | 33 |
23 | 403000000 | 12.3 | 40 | 256 qam | 34 |
24 | 419000000 | 12.4 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 4376587 | 979414 |
2 | Locked | 37.6 | 5606647 | 2738070 |
3 | Locked | 40.3 | 3649776 | 1663622 |
4 | Locked | 40.3 | 3666532 | 1477538 |
5 | Locked | 40.3 | 3604484 | 1045672 |
6 | Locked | 40.3 | 3349111 | 627535 |
7 | Locked | 40.3 | 3272514 | 547070 |
8 | Locked | 40.3 | 3186905 | 473055 |
9 | Locked | 40.3 | 3097264 | 413716 |
10 | Locked | 40.3 | 2783774 | 256886 |
11 | Locked | 40.3 | 2679305 | 220738 |
12 | Locked | 38.9 | 2361308 | 132667 |
13 | Locked | 40.3 | 2245594 | 111520 |
14 | Locked | 40.9 | 2044959 | 82102 |
15 | Locked | 40.3 | 1961773 | 71707 |
16 | Locked | 40.9 | 1834799 | 58936 |
17 | Locked | 40.3 | 1746267 | 51260 |
18 | Locked | 40.3 | 1712543 | 47918 |
19 | Locked | 40.3 | 1553984 | 37356 |
20 | Locked | 38.9 | 1494439 | 33636 |
21 | Locked | 40.3 | 1431158 | 30873 |
22 | Locked | 40.3 | 1328795 | 26236 |
23 | Locked | 40.3 | 1201483 | 19707 |
24 | Locked | 40.3 | 1117144 | 18647 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 49600000 | 45.3 | 5120 | 64 qam | 1 |
2 | 23600000 | 46 | 5120 | 64 qam | 5 |
3 | 30100000 | 46 | 5120 | 64 qam | 4 |
4 | 36600000 | 45 | 5120 | 64 qam | 3 |
5 | 43100000 | 46.5 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 14 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 7 | 0 |
5 | ATDMA | 0 | 0 | 3 | 0 |
Wednesday
Network Log
Time | Priority | Description |
02/10/2024 21:07:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 20:18:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 18:54:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 18:38:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:47:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:46:56 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:45:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:45:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:45:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:45:16 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:44:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:44:40 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:44:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:44:23 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:43:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:43:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:43:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:42:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:42:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/10/2024 13:42:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | rkldJKDHSUBsgvca69834ncxv |
Primary Downstream Service Flow
SFID | 31122 |
Max Traffic Rate | 143750047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 31119 |
Max Traffic Rate | 22000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Wednesday
Looks like upstream noise they will likely say its downstream power and fix that and you still have problems
Friday
I'm disappointed a forum moderator has not yet responded
Friday
Friday
It can take several hours to a week for a reply from VM, however, they may not have access to your account and HUB to troubleshoot since you are based in Belfast.
Friday
I'm unclear why you might think being based in Belfast means they don't have access to our account. They have helped me before.
Friday - last edited Friday
@andy1027 wrote:I'm unclear why you might think being based in Belfast means they don't have access to our account. They have helped me before.
Because it has come up several times in the past.
Example:
https://community.virginmedia.com/t5/Forum-Archive/Support-Ireland/m-p/4953691
Maybe just ROI that isn't covered.