Virgin Media Community

[CA10]

Hello,

I'm getting frequent disconnections on my Hub. The Hub is in modem-mode. Already tried a factory reset and all connections are tight. No issue with 3rd party devices as they work with other provider. Issue seems to be with VM as shown in the network log.

A Broadband Monitor is setup here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f58b0a5a87f7b6f03087aa2394d91f6cdf...

  Downstream bonded channels

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

1	203000000	7.1	35	256 qam	9
2	211000000	7	35	256 qam	10
3	219000000	7	34	256 qam	11
4	227000000	7	34	256 qam	12
5	235000000	6.8	34	256 qam	13
6	243000000	6.5	33	256 qam	14
7	251000000	6.5	33	256 qam	15
8	259000000	7.1	34	256 qam	16
9	267000000	7.5	34	256 qam	17
10	275000000	7.3	34	256 qam	18
11	283000000	7.3	34	256 qam	19
12	291000000	7.3	35	256 qam	20
13	299000000	7.1	34	256 qam	21
14	307000000	7	35	256 qam	22
15	315000000	7.4	36	256 qam	23
16	323000000	7.4	36	256 qam	24
17	331000000	7.3	37	256 qam	25
18	339000000	7.5	37	256 qam	26
19	347000000	7.5	37	256 qam	27
20	355000000	7.4	37	256 qam	28
21	363000000	7.3	37	256 qam	29
22	371000000	7	37	256 qam	30
23	379000000	6.6	37	256 qam	31
24	387000000	6.6	37	256 qam	32

Downstream bonded channels

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

1	Locked	35.5	130368	45308
2	Locked	35	174070	42618
3	Locked	34.9	271918	42688
4	Locked	34.9	701541	40675
5	Locked	34.3	2065929	37566
6	Locked	33.8	5103510	34940
7	Locked	33.9	5541984	32708
8	Locked	34.3	3467582	29727
9	Locked	34.4	1830519	25966
10	Locked	34.9	933283	24134
11	Locked	34.9	597618	21159
12	Locked	35	423490	19040
13	Locked	34.9	248264	15152
14	Locked	35.5	68938	13146
15	Locked	36.3	34330	11738
16	Locked	36.3	24667	9597
17	Locked	37.3	21044	8450
18	Locked	37.6	19704	7217
19	Locked	37.3	17729	6225
20	Locked	37.3	16105	5347
21	Locked	37.6	14605	4517
22	Locked	37.3	14377	4175
23	Locked	37.3	13631	3663
24	Locked	37.3	14049	5775

[CA10]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	36.8	5120	64 qam	3
2	39400005	36.8	5120	64 qam	4
3	53700000	36.8	5120	64 qam	2
4	60300000	36.3	5120	64 qam	1

Upstream bonded channels

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

Network Log

Time	Priority	Description
04/05/2021 13:34:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 13:34:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 13:34:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 13:34:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 18:38:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 18:38:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:55:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:22:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 14:40:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 14:02:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 10:08:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 10:05:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 18:16:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 18:16:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 17:47:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 16:55:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 14:20:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 14:20:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 14:20:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 14:20:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Couple of things.

The BQM is a wall of red - what 3d party router is it (TP-Link by any chance?) and make sure it is set to... "respond to ICMP echo requests" - pings. Also check the i.p address is correct in the BQM settings - it does change when in modem mode.

Also, Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[CA10]

Hi John,

Thanks for getting back to me. I’ve got a firewall rule blocking all ICMP requests on my WAN so that’s now been disabled to allow for the monitoring to work. Hopefully that’ll populate properly in the next few hours.

I’ll power cycle the Hub now and report back..

Cheers

CA

[CA10]

Hi John,

Post-reboot, the Downstream looks like this:

Downstream bonded channels

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

1	Locked	35.5	15	0
2	Locked	35	18	0
3	Locked	35	43	0
4	Locked	34.3	186	0
5	Locked	34.3	455	0
6	Locked	33.8	1445	0
7	Locked	33.9	1531	0
8	Locked	34.4	510	0
9	Locked	34.4	214	0
10	Locked	34.9	129	0
11	Locked	34.9	120	0
12	Locked	34.9	104	0
13	Locked	34.9	55	0
14	Locked	35.5	15	0
15	Locked	36.3	8	0
16	Locked	36.3	8	0
17	Locked	37.3	1	0
18	Locked	37.6	0	0
19	Locked	37.3	7	0
20	Locked	37.6	7	0
21	Locked	37.6	5	0
22	Locked	37.6	6	0
23	Locked	37.3	8	0
24	Locked	37.6	0	0

I'll keep an eye out for the Post RS Errors. The BQM graph is now populating correctly.

Cheers
CA

[jbrennand]

Then the BQM link above, is to a "historic snapshot" and not to the "share live link" - as if I click it - its still red.

See what the errors are doing over a few hours but it does look "ominous"!

[CA10]

Hi John,

I just clicked the link and got the attached graph. As you can see there was a dropout recently. The Hub's Downstream logs support this also (Post RS Errors are back).

Hopefully this is a functioning link for you? https://www.thinkbroadband.com/broadband/monitoring/quality/share/f58b0a5a87f7b6f03087aa2394d91f6cdf...

Latest info below:

Downstream bonded channels

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

1	203000000	6.6	35	256 qam	9
2	211000000	6.5	35	256 qam	10
3	219000000	6.5	35	256 qam	11
4	227000000	6.4	34	256 qam	12
5	235000000	6.3	34	256 qam	13
6	243000000	6	33	256 qam	14
7	251000000	6	33	256 qam	15
8	259000000	6.8	34	256 qam	16
9	267000000	7	34	256 qam	17
10	275000000	6.9	35	256 qam	18
11	283000000	6.8	35	256 qam	19
12	291000000	6.6	34	256 qam	20
13	299000000	6.6	35	256 qam	21
14	307000000	6.6	35	256 qam	22
15	315000000	6.9	36	256 qam	23
16	323000000	6.9	36	256 qam	24
17	331000000	6.8	37	256 qam	25
18	339000000	7	37	256 qam	26
19	347000000	7	37	256 qam	27
20	355000000	7	37	256 qam	28
21	363000000	6.9	37	256 qam	29
22	371000000	6.5	37	256 qam	30
23	379000000	6.3	37	256 qam	31
24	387000000	6.3	37	256 qam	32

Downstream bonded channels

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

1	Locked	35.5	1015	567
2	Locked	35.5	1129	461
3	Locked	35	1679	382
4	Locked	34.9	4739	335
5	Locked	34.3	12524	312
6	Locked	33.9	38266	274
7	Locked	33.9	38806	284
8	Locked	34.3	13550	322
9	Locked	34.9	6106	192
10	Locked	35	4165	176
11	Locked	35	3596	144
12	Locked	34.9	2865	184
13	Locked	35	1607	142
14	Locked	35.5	537	51
15	Locked	36.3	330	44
16	Locked	36.6	196	47
17	Locked	37.6	152	41
18	Locked	37.3	127	61
19	Locked	37.6	123	47
20	Locked	37.6	93	30
21	Locked	37.6	96	29
22	Locked	37.6	87	32
23	Locked	37.3	84	70
24	Locked	37.3	60	21

[jbrennand]

yes its a problem - I will ask a VM person to come here and take a look.

[CA10]

Thanks for all your help.

[Sofia_B]

Hi @CA10.

Welcome to the community and thanks for your first post, we're happy to have you with us 🙂 

I'm so sorry to hear you're experiencing frequent disconnections from your service, this isn't ideal at all apologies about that. 

Thanks for providing a BQM, I'm going to send you a PM so we can look into this for you. 

Please look out for a notification in the purple envelope located in the top right hand corner of your screen. 

Thanks,