Virgin Media Community

[MrTimcakes]

Hey all,

Whenever my HUB5 reboots, it takes a while to regain connection to the internet and shows "Partial Service (US Only)" for 25-60 mins before it establishes a connection. On the Coax, there's a 6dB Forward Path Attenuator, but I tried with and without it and the problem still persists. I've had the problem since moving to the HUB5 over the HUB4 but just dealt with it as power loss is rare, but recently I've been tripping the breaker with a bandsaw and knocking the internet off for an hour in the house is a nightmare.

I've attached some readings from the router for those of you with a trained eye

Spoiler

Status:
Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream:

Downstream bonded channels

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

1	331000000	0.2	41	QAM 256	25
2	139000000	-1.7	40	QAM 256	1
3	147000000	-1.8	40	QAM 256	2
4	155000000	-1.9	40	QAM 256	3
5	163000000	-2.2	40	QAM 256	4
6	171000000	-2.4	40	QAM 256	5
7	179000000	-2.3	40	QAM 256	6
8	187000000	-2.1	41	QAM 256	7
9	195000000	-2.1	41	QAM 256	8
10	203000000	-2.1	40	QAM 256	9
11	211000000	-1.7	41	QAM 256	10
12	219000000	-1.5	41	QAM 256	11
13	227000000	-1.3	41	QAM 256	12
14	235000000	-1.5	41	QAM 256	13
15	243000000	-1.3	41	QAM 256	14
16	251000000	0.9	41	QAM 256	15
17	259000000	0.9	41	QAM 256	16
18	267000000	0.8	41	QAM 256	17
19	275000000	0.6	41	QAM 256	18
20	283000000	0.2	41	QAM 256	19
21	291000000	0.1	41	QAM 256	20
22	299000000	0.2	41	QAM 256	21
23	307000000	0.1	41	QAM 256	22
24	315000000	0.2	41	QAM 256	23
25	323000000	0	41	QAM 256	24
26	339000000	0	41	QAM 256	26
27	347000000	0.1	41	QAM 256	27
28	355000000	0.2	41	QAM 256	28
29	363000000	0.1	41	QAM 256	29
30	371000000	0.3	41	QAM 256	30
31	379000000	0.3	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	203	1291
2	Locked	40	318	1678
3	Locked	40	883	2977
4	Locked	40	920	3553
5	Locked	40	721	2908
6	Locked	40	845	3918
7	Locked	40	649	3179
8	Locked	41	712	3418
9	Locked	41	694	3742
10	Locked	40	535	2630
11	Locked	41	931	3740
12	Locked	41	578	2903
13	Locked	41	595	2906
14	Locked	41	467	2327
15	Locked	41	0	0
16	Locked	41	487	2549
17	Locked	41	491	2509
18	Locked	41	438	2619
19	Locked	41	627	3454
20	Locked	41	661	3552
21	Locked	41	774	4134
22	Locked	41	788	3994
23	Locked	41	1072	5215
24	Locked	41	770	4046
25	Locked	41	795	4204
26	Locked	41	878	4235
27	Locked	41	831	3933
28	Locked	41	862	4035
29	Locked	41	840	3905
30	Locked	41	761	4018
31	Locked	41	778	4141

Upstream:

Upstream bonded channels

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

0	49600000	46.3	5120	QAM 32	1
1	43100000	46.3	5120	QAM 32	2
2	36600000	46.3	5120	QAM 32	3
3	30100000	46.8	5120	QAM 32	4
4	23600000	46.5	5120	QAM 32	9

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

Configuration:

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

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

88314

1230000450 bps

42600bytes

0 bps

88316

128000 bps

3044bytes

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

88313

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

88315

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

Network Log:

Cheers

[MrTimcakes]

Network Log:

Spoiler

Time Priority Description

18-01-2023 15:07:16	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 15:05:33	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
18-01-2023 15:05:23	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 24 26 27 28 29 30; 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;
18-01-2023 15:05:16	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 15:04:59	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:58:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
18-01-2023 14:58:30	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:58:25	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;
18-01-2023 14:58:12	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:58:09	notice	Honoring MDD; IP provisioning mode = IPv4
18-01-2023 14:57:53	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:56:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:38:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:37:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:37:37	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:37:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:37:28	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:36:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:36:22	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:35:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-01-2023 14:35:06	critical	Cable Modem Reboot due to power button reset
27-12-2022 18:49:02	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:49:02	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:46:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:46:16	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:46:16	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:44:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:44:06	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:44:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:43:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-12-2022 18:43:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2022 15:41:36	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Client62]

If the band saw trips a type B breaker a type C (or D) breaker of the same current rating would be permit
the required high in rush current to cope with the saw's motor starts.

We had the same tripping issues with MIG welders a large bench grinder.

Back to the VM matters...

Check there is not a local fault : 0800 561 0061 that is affecting the Hub5's ability to get a connection more quickly.

Once the Hub 5 has connected it would be helpful to review the stats for the Upstream and Downstream bonded channels,
perhaps the Power levels or the Noise margins are well outside the norms or even the number of connected channels is adrift.

[Client62]

Looking at the 3.0 Downstream channels there are uncorrected errors over almost every channel.

Looking at the Upstream channels all 5 have noise degradation and are reduced to 32 qam ( mid speed ), 64 qam is normal.

[MrTimcakes]

Hey Client62,

It's actually the cut-finished switch, not the motor itself causing the trip, it must have metal shavings in it.

How come there's no SNR metric for the upstream channels? Downstream SNR of 40-41dB, fine for 256QAM, why would Upstream be any different?

Worth posting stats without the forward path attenuator?

[Client62]

Don't adjust the attenuator !

For the Downstream the Power level of -7 to 7 and SNR of 33 or above are ideal, the figures are in that range so don't touch the attenuator.

For the Upstream the Power level of 33 to 49 dBmV is the goal, again the figures are in the range so don't touch the attenuator.

Noise does affect Upstream and Downstream differently because the Up / Down frequencies are wide apart.

No Upstream SNR ??? That is because the Hub is the Upstream sender,
for any signal the receiver is the one that make the call on how loud and clear it is.

[MrTimcakes]

That makes sense about the Upstream SNR. Unfortunately, it's now dropped to QAM 16.

So, if the values for the coax are all within spec I'm left pretty clueless about what's causing this issue.

[Client62]

We also see swings from 64 / 32 / 16 and then it reverts to 64 qam & this is an FTTP / RFoG area so our coax is less than 10 meters,
then an ONT and 150 meters of fibre to the street cabinet.

The noise is caused by loose F Connectors or cable damage can be inside or outside on the local properties, can also be a cable that
has been disconnected from a device say for decorating & the loose cable becomes a noise source.

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Natalie_L]

Hi MrTimcakes, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear of the issues you have been facing with the broadband service, we will do all we can to help. 

I have tried to run some checks from our side but have not been able to get the details from the Community information. 

With this being the case, I am going to pop you over a private message to take a few details and we can go from there. This message will be available via the purple envelope on the top right of this page. 

Speak soon,