Virgin Media Community

[martinwood333]

Hi there, less than a month ago I upgraded to a Hub 5 with 1Gbps connection. All has been working well, however over the course of the past week we've suddenly been having connection drop-outs. It appears to be happening more frequently as time goes on. I'm using the Hub 5 in Modem mode. I've tried resetting/restarting the Hub and Router with no success.

When the drop-outs occur, all devices stay connected to our router (wired and wifi) and the router/LAN functions as normal, however all devices lose connection to the internet at the same time. This issue appears to be isolated to the Hub 5 and possibly the connection outwith the house. A 6dB attenuator is in use.

The latest log is as below...

Quite a few instances of MDD message timeouts, all which seem to coincide with the loss of connection.

Any help is appreciated! I'll provide additional logs in following posts.

Network Log

Time Priority Description

08-03-2023 19:12:09	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 19:10:20	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 19:09:58	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 17:53:36	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 17:52:26	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 17:51:58	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 16:14:26	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 16:12:50	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 16:12:40	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:50:59	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:49:31	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:49:06	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 10:34:43	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 08:40:11	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 08:40:08	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
08-03-2023 01:38:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:51:29	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:51:19	warning	MDD message timeout;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:03:06	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:03:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:58	notice	REGISTRATION COMPLETE - Waiting for Operational status
07-03-2023 20:02:52	warning	Dynamic Range Window violation
07-03-2023 20:02:52	warning	Dynamic Range Window violation
07-03-2023 20:02:52	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:52	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:52	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:46	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:43	notice	TLV-11 - unrecognized OID;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:41	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:39	notice	Honoring MDD; IP provisioning mode = IPv4
07-03-2023 20:02:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
07-03-2023 20:02:13	critical	Cable Modem Reboot due to power button reset

[martinwood333]

Downstream bonded channels

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

1	139000000	5.3	42	QAM 256	1
2	147000000	5.5	42	QAM 256	2
3	155000000	5.6	42	QAM 256	3
4	163000000	5.5	42	QAM 256	4
5	171000000	5.3	42	QAM 256	5
6	179000000	5.2	42	QAM 256	6
7	187000000	5.2	42	QAM 256	7
8	195000000	5.4	42	QAM 256	8
9	203000000	5.4	42	QAM 256	9
10	211000000	5.4	42	QAM 256	10
11	219000000	5.2	42	QAM 256	11
12	227000000	5	42	QAM 256	12
13	235000000	4.8	42	QAM 256	13
14	243000000	4.5	42	QAM 256	14
15	251000000	4.3	42	QAM 256	15
16	259000000	4.2	42	QAM 256	16
17	267000000	4.3	42	QAM 256	17
18	275000000	4.4	42	QAM 256	18
19	283000000	4.6	42	QAM 256	19
20	291000000	4.6	42	QAM 256	20
21	299000000	4.3	42	QAM 256	21
22	307000000	4.1	42	QAM 256	22
23	315000000	3.9	42	QAM 256	23
24	323000000	3.8	42	QAM 256	24
25	331000000	3.9	42	QAM 256	25
26	339000000	4	42	QAM 256	26
27	347000000	4	42	QAM 256	27
28	355000000	3.8	42	QAM 256	28
29	363000000	3.6	42	QAM 256	29
30	371000000	3.5	42	QAM 256	30
31	379000000	3.5	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	177	0
2	Locked	42	207	0
3	Locked	42	30	0
4	Locked	42	39	0
5	Locked	42	195	0
6	Locked	42	89	0
7	Locked	42	252	0
8	Locked	42	322	0
9	Locked	42	160	0
10	Locked	42	15	0
11	Locked	42	14	0
12	Locked	42	2	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

Upstream bonded channels

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

0	49600000	42.8	5120	QAM 64	1
1	43100000	42.3	5120	QAM 64	2
2	36600000	41.8	5120	QAM 64	3
3	30100000	41.3	5120	QAM 64	4
4	23600000	41.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[martinwood333]

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

9880

1200000450 bps

42600bytes

0 bps

14604

128000 bps

4000bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

9879

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

14603

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

[martinwood333]

Bump

[Adduxi]

Bumping a thread will put your post to the back of the queue btw.

However, there is nothing obvious in the power levels, but agree with too many MDD timeouts.  You should setup a BQM for monitoring and recording your circuit  www.thinkbroadband.com/ping

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

A VM Mod should pick this up and a day or two and discuss.

[martinwood333]

Thanks for the reply. Appreciated. Noted re the bump putting it to the back of the queue. Just seen that the thread was on the second page and had no replies so thought I would bump it! No harm done. My apologies.

I'll have a check with area faults to see if there is something going on, as the service status page does indeed show no current issues as you say.

It's an extremely annoying issue as it happens roughly every hour and makes online gaming impossible.

Thanks again!

[Steven_L]

Thanks for coming back to us martinwood333, I have been able to look into this today and can see that the SNR levels with your upstream channels are too low for a stable connection and we would need to send out a technician to resolve these problems.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[martinwood333]

Thanks Steven! PM sent.

[Steven_L]

You're very welcome martinwood333 and please let me know how the technician visit goes, if you get chance that is.

Kind Regards,

Steven_L

[martinwood333]

Hi Steven, the technician visited this morning (apologies but can't remember his name!). He checked the connection quality and hardware, all of which was perfectly fine, with no interference either. He also replaced some outside/exterior connections which potentially were causing issues due to corrosion.

Things were working well initially, however unfortunately the connection has continued to drop out, with the same MDD Message Timeout in the log, so the problem persists. Could we please arrange another visit if possible? (We're available Thurs/Fri)