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Full signal no internet

Hi, 

I have virgin media broadband, and since at least 8.15am yesterday (Tuesday 11th November 2020) we have a full signal from the router, but no internet/ it's not transferring any data.

My housemate and I were on phone for over 100 minutes, and we then we were optimistically told at the end of it all, that when we turn the router back on, it will be back to work. No. We're in the same position as before. 

When we do the test, it says it's fine in our area, but why is it not transferring any internet data?

Please help!

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Alessandro Volta
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Message 2 of 16
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Re: Full signal no internet

Does a wired connection work?


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 3 of 16
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Re: Full signal no internet

I don;t think we have a wire in the house to try

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Message 4 of 16
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Re: Full signal no internet

Ok just tried with a wire, so the device recognises it with a wire and a wifi connection, but there is no data being transferred...

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Alessandro Volta
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Message 5 of 16
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Re: Full signal no internet

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 6 of 16
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Re: Full signal no internet

Sorry for the late reply, the situation is the same still today, here's what you asked to see-

Downstream

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

0.5

38

256 qam

1

2

147000000

0.2

40

256 qam

2

3

155000000

0

38

256 qam

3

4

163000000

-0.5

38

256 qam

4

5

171000000

-0.7

40

256 qam

5

6

179000000

-0.7

40

256 qam

6

7

187000000

-0.7

40

256 qam

7

8

195000000

-1

40

256 qam

8

9

203000000

-1

40

256 qam

9

10

211000000

-1

40

256 qam

10

11

219000000

-1

29

256 qam

11

12

227000000

-1.2

27

256 qam

12

13

235000000

-1.2

40

256 qam

13

14

243000000

-1.2

40

256 qam

14

15

251000000

-1

40

256 qam

15

16

259000000

-1.2

40

256 qam

16

17

267000000

-1

40

256 qam

17

18

275000000

-0.9

40

256 qam

18

19

283000000

-1

40

256 qam

19

20

291000000

-1.2

40

256 qam

20

21

299000000

-1

40

256 qam

21

22

307000000

-0.7

40

256 qam

22

23

315000000

-0.7

40

256 qam

23

24

323000000

-0.7

40

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

21

0

2

Locked

40.3

27

0

3

Locked

38.9

21

0

4

Locked

38.9

11

0

5

Locked

40.3

10

0

6

Locked

40.3

19

0

7

Locked

40.3

17

0

8

Locked

40.3

18

0

9

Locked

40.3

17

0

10

Locked

40.3

15

0

11

Locked

29.2

23564852

1396673

12

Locked

27.9

19626945

12662925

13

Locked

40.3

22

0

14

Locked

40.3

24

0

15

Locked

40.3

18

0

16

Locked

40.3

42

0

17

Locked

40.3

20

0

18

Locked

40.3

20

0

19

Locked

40.3

29

0

20

Locked

40.3

23

0

21

Locked

40.3

21

0

22

Locked

40.3

7

0

23

Locked

40.9

5

0

24

Locked

40.3

0

0

 

 

Upstream

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

5.05

5120

64 qam

9

2

39400273

5.05

5120

64 qam

4

3

46200278

5.05

5120

64 qam

3

4

25800278

5.05

5120

64 qam

10




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

 

 

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Message 7 of 16
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Re: Full signal no internet

Configuration

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt057-b.cm




Primary Downstream Service Flow

SFID

5356

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

5355

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

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Message 8 of 16
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Re: Full signal no internet

Network log

I've had to break up the code with some spaces because it wont let me post it directly, it turns the digits to *.


Network Log

Time

Priority

Description

12/11/2020 09:45:49

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba: 33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER=3.0;

12/11/2020 09:41:30

Warning!

RCS Partial Service;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER=3.0;

12/11/2020 09:41:27

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER=3.0;

12/11/2020 09:41:11

Warning!

RCS Partial Service;CM-MAC= c0:05:c2:21: ba: 33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER= 3.0;

12/11/2020 09:41:10

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba: 33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:41:9

Warning!

RCS Partial Service;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER= 3.0;

12/11/2020 09:41:8

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER= 3.0;

12/11/2020 09:39:33

Warning!

RCS Partial Service;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER=3.0;

12/11/2020 09:39:15

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1; CM-VER= 3.0;

12/11/2020 09:39:12

Warning!

RCS Partial Service;CM-MAC=c 0:05:c2:21:ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:39:7

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:38:35

Warning!

RCS Partial Service;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:38:7

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:58

Warning!

RCS Partial Service;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:57

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:52

Warning!

RCS Partial Service;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:50

Warning!

Lost MDD Timeout;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:32

Warning!

RCS Partial Service;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:32

Warning!

Lost MDD Timeout;CM-MAC= c0:05:c2:21: ba:33; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

12/11/2020 09:36:19

Warning!

RCS Partial Service;CM-MAC= **:**:**:**:**:**; CMTS-MAC= **:**:**:**:**:**; CM-QOS= 1.1;CM-VER=3.0;

 

 

 

 

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Message 9 of 16
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Re: Full signal no internet

Sorry, noticed some of the info disappeared on the last posting, hopefully you can see it on this one instead. Again, I've put spaces between them because of posting issues...

The MAC part that's missing are all the same, and are -  [MOD EDIT: REMOVED]

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Message 10 of 16
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Re: Full signal no internet

Ok, sorry MOD, I thought it was needed to solve the horrendous issue. Is my account safe? I just want it fixed, it's been 3 days. 

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