on 16-07-2021 21:23
Hi, can anyone help me please?
Over the past month we've had several instances where hub has just dropped connect, came back up, dropped again and so on.
A few times this has coincided with issues in the area so assumed it was street/national issues, but today it's been up and down like a kangaroo on a pogo stick, yet the VM service status page are showing green status across the board.
This morning (around 9:00 am) WiFi and ethernet connected devices lost internet connection, Virgin TV froze, SSID vanished from WiFi devices and the front LED was showing the boot cycle (Solid white > red > flashing green > solid green > flashing white > solid white )
I spent an hour on hold this morning waiting to speak to someone, (by which time it was back up and running) only to be told "I can see it's online" and "to reboot the hub". I explained I had already rebooted it, cycled the power switch and had done a pinhole reset. He finished off by saying he had "refreshed the signal"!
Having already lost 2hrs work, I left it at that but then this evening, it's just done it again. I called 150 again and got through to someone I struggled to understand and explained what had happened earlier. He told me same thing as other guy. I asked if he could check the hub log but said he couldn't see that. I asked if I can request new hub/engineer visit but he just gave me the 0800 561 0061 number and told me to install the mobile app to book an engineer.
Can someone please take a look at hub info below and tell me if anything looks untoward please and what do I do next? (apologies if formatting is rough)
Cable Modem Status | |||||
Item | Status | Comments | |||
Acquired Downstream Channel (Hz) | 667000000 | Locked | |||
Ranged Upstream Channel (Hz) | 46200000 | Locked | |||
Provisioning State | Online | ||||
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 667000000 | 13.3 | 36 | 256 qam | 33 |
2 | 491000000 | 12.9 | 36 | 256 qam | 11 |
3 | 499000000 | 12.8 | 36 | 256 qam | 12 |
4 | 507000000 | 12.5 | 36 | 256 qam | 13 |
5 | 515000000 | 12.4 | 36 | 256 qam | 14 |
6 | 523000000 | 12.5 | 36 | 256 qam | 15 |
7 | 531000000 | 12.6 | 37 | 256 qam | 16 |
8 | 539000000 | 12.5 | 36 | 256 qam | 17 |
9 | 547000000 | 12.3 | 36 | 256 qam | 18 |
10 | 555000000 | 12.3 | 37 | 256 qam | 19 |
11 | 563000000 | 12 | 37 | 256 qam | 20 |
12 | 571000000 | 11.8 | 37 | 256 qam | 21 |
13 | 579000000 | 11.9 | 37 | 256 qam | 22 |
14 | 587000000 | 12.1 | 37 | 256 qam | 23 |
15 | 595000000 | 12.5 | 37 | 256 qam | 24 |
16 | 603000000 | 12.4 | 36 | 256 qam | 25 |
17 | 611000000 | 12.6 | 37 | 256 qam | 26 |
18 | 619000000 | 12.6 | 37 | 256 qam | 27 |
19 | 627000000 | 12.5 | 36 | 256 qam | 28 |
20 | 635000000 | 12.6 | 36 | 256 qam | 29 |
21 | 643000000 | 12.9 | 36 | 256 qam | 30 |
22 | 651000000 | 13.1 | 36 | 256 qam | 31 |
23 | 659000000 | 13 | 36 | 256 qam | 32 |
24 | 675000000 | 13.5 | 36 | 256 qam | 34 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 36.6 | 15 | 0 | |
2 | Locked | 36.3 | 11 | 0 | |
3 | Locked | 36.3 | 10 | 0 | |
4 | Locked | 36.6 | 12 | 0 | |
5 | Locked | 36.6 | 9 | 0 | |
6 | Locked | 36.6 | 11 | 0 | |
7 | Locked | 37.3 | 8 | 0 | |
8 | Locked | 36.6 | 9 | 0 | |
9 | Locked | 36.6 | 8 | 0 | |
10 | Locked | 37.3 | 11 | 0 | |
11 | Locked | 37.3 | 9 | 0 | |
12 | Locked | 37.6 | 11 | 0 | |
13 | Locked | 37.6 | 9 | 0 | |
14 | Locked | 37.3 | 6 | 0 | |
15 | Locked | 37.6 | 7 | 0 | |
16 | Locked | 36.6 | 2 | 0 | |
17 | Locked | 37.3 | 8 | 0 | |
18 | Locked | 37.6 | 9 | 0 | |
19 | Locked | 36.6 | 11 | 0 | |
20 | Locked | 36.6 | 15 | 0 | |
21 | Locked | 36.3 | 13 | 0 | |
22 | Locked | 36.6 | 11 | 0 | |
23 | Locked | 36.6 | 12 | 0 | |
24 | Locked | 36.6 | 9 | 0 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 36 | 5120 | 64 qam | 1 |
2 | 39400000 | 35.8 | 5120 | 64 qam | 2 |
3 | 32600000 | 35.5 | 5120 | 64 qam | 3 |
4 | 25800000 | 35 | 5120 | 64 qam | 4 |
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 |
General Configuration | |||||
Network access | Allowed | ||||
Maximum Number of CPEs | 1 | ||||
Baseline Privacy | Enabled | ||||
DOCSIS Mode | Docsis30 | ||||
Config file | cmreg-vmdg505-bbt060-b.cm | ||||
Primary Downstream Service Flow | |||||
SFID | 26018 | ||||
Max Traffic Rate | 230000061 | ||||
Max Traffic Burst | 42600 | ||||
Min Traffic Rate | 0 | ||||
Primary Upstream Service Flow | |||||
SFID | 26017 | ||||
Max Traffic Rate | 22000061 | ||||
Max Traffic Burst | 42600 | ||||
Min Traffic Rate | 0 | ||||
Max Concatenated Burst | 42600 | ||||
Scheduling Type | BestEffort | ||||
Network Log | |||||
Time | Priority | Description | |||
16/07/2021 19:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
15/07/2021 08:04 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
14/07/2021 00:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
11/07/2021 13:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
10/07/2021 12:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
07/07/2021 21:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
07/07/2021 00:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
05/07/2021 10:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
03/07/2021 12:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
01/07/2021 22:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
30/06/2021 15:41 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:41 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:33 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:28 | notice | Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:26 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:24 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:24 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
28/06/2021 12:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
01/01/1970 00:02 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 19-07-2021 12:49
Hi @Ajsyest.
Welcome to the community and thanks for your first post, we're happy to have you with us. 🙂
I'm sorry to hear you're having disconnection issues, I appreciate this is frustrating and we apologise for any inconvenience caused.
I've managed to locate your account and I can see there's an issue with your downstream levels. I've booked a technician in to come get this resolved for you, you can view details of the appointment via your My Virgin Media account. If this doesn't work for you, you'll also be able to amend this here.
Please keep us updated on how the appointment goes.
Thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 16-07-2021 23:29
All your downstream power levels are way too high. You probably need an attenuator fitted, it’s a technician’s visit to rectify. If you have no joy on 150 again a VM staff member will get to your post within a few days.
on 17-07-2021 14:17
Hi Tudor,
Thank you for your (prompt) response.
Is it likely that the higher than normal levels are responsible for the reboots/connection loss, or are they possibly a symptom of a wider hardware/street cabinet problem?
I've checked the F Connector is screwed finger tight but other than that, could anything else be causing the reboots/drops?
Kind Regards,
on 19-07-2021 12:49
Hi @Ajsyest.
Welcome to the community and thanks for your first post, we're happy to have you with us. 🙂
I'm sorry to hear you're having disconnection issues, I appreciate this is frustrating and we apologise for any inconvenience caused.
I've managed to locate your account and I can see there's an issue with your downstream levels. I've booked a technician in to come get this resolved for you, you can view details of the appointment via your My Virgin Media account. If this doesn't work for you, you'll also be able to amend this here.
Please keep us updated on how the appointment goes.
Thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 19-07-2021 15:09
Hi, thank you so much for that, I will post back after engineer visit and let you know how I get on.
Kind regards,
on 19-07-2021 15:19
No worries at all @Ajsyeti.
Thanks so much 🙂
New around here? To find out more about the Community check out our Getting Started guide
on 19-07-2021 19:10
Hi,
I'm so sorry but I had to cancel engineer, as due to work commitments, I'm having to work from the office this week.
I will most definitely be working from home next Monday (26th July) and Tuesday (27th July) if it's possible to schedule engineer for those dates?
Kind Regards,
on 20-07-2021 10:04
Hi Ajsyeti,
Thanks for coming back to us. As well as cancelling the engineer through My VM, you are able to reschedule it for another time so if you do need a new date, you can sign in to change it.
As you cancelled it, I have rebooked it for you for the date you have chosen. Just log in here to view the time slot 🙂
If you have any further issues, pop back and let us know.
Thanks,
on 21-07-2021 11:20
Thanks so much for that. We actually had a message that they could fit is in on 21st (today) which we accepted (as wife was home), but then got a subsequent message to say that the engineer visit was on hold whilst they investigated a local issue which may have been causing the issue.
This morning we had an update to say issue had been resolved and to reboot hub (which I have done). So far, so good but as the issue was intermittent - I won't know right away.
I've included updated info in case you want to check to see if remedied.
Cable Modem Status | |||||
Item | Status | Comments | |||
Acquired Downstream Channel (Hz) | 667000000 | Locked | |||
Ranged Upstream Channel (Hz) | 32600000 | Locked | |||
Provisioning State | Online | ||||
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 667000000 | 12.3 | 36 | 256 qam | 33 |
2 | 491000000 | 12 | 36 | 256 qam | 11 |
3 | 499000000 | 11.9 | 36 | 256 qam | 12 |
4 | 507000000 | 11.5 | 36 | 256 qam | 13 |
5 | 515000000 | 11.5 | 37 | 256 qam | 14 |
6 | 523000000 | 11.6 | 37 | 256 qam | 15 |
7 | 531000000 | 11.8 | 37 | 256 qam | 16 |
8 | 539000000 | 11.5 | 37 | 256 qam | 17 |
9 | 547000000 | 11.4 | 37 | 256 qam | 18 |
10 | 555000000 | 11.4 | 37 | 256 qam | 19 |
11 | 563000000 | 11 | 37 | 256 qam | 20 |
12 | 571000000 | 11 | 37 | 256 qam | 21 |
13 | 579000000 | 11 | 37 | 256 qam | 22 |
14 | 587000000 | 11.3 | 37 | 256 qam | 23 |
15 | 595000000 | 11.5 | 37 | 256 qam | 24 |
16 | 603000000 | 11.4 | 37 | 256 qam | 25 |
17 | 611000000 | 11.9 | 37 | 256 qam | 26 |
18 | 619000000 | 11.8 | 37 | 256 qam | 27 |
19 | 627000000 | 11.6 | 36 | 256 qam | 28 |
20 | 635000000 | 11.6 | 36 | 256 qam | 29 |
21 | 643000000 | 12 | 36 | 256 qam | 30 |
22 | 651000000 | 12.3 | 36 | 256 qam | 31 |
23 | 659000000 | 12.1 | 36 | 256 qam | 32 |
24 | 675000000 | 12.5 | 36 | 256 qam | 34 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 36.3 | 14 | 0 | |
2 | Locked | 36.6 | 6 | 0 | |
3 | Locked | 36.6 | 5 | 0 | |
4 | Locked | 36.3 | 6 | 0 | |
5 | Locked | 37.3 | 0 | 0 | |
6 | Locked | 37.3 | 6 | 0 | |
7 | Locked | 37.3 | 5 | 0 | |
8 | Locked | 37.3 | 11 | 0 | |
9 | Locked | 37.3 | 6 | 0 | |
10 | Locked | 37.3 | 6 | 0 | |
11 | Locked | 37.3 | 6 | 0 | |
12 | Locked | 37.3 | 5 | 0 | |
13 | Locked | 37.3 | 5 | 0 | |
14 | Locked | 37.6 | 7 | 0 | |
15 | Locked | 37.3 | 13 | 0 | |
16 | Locked | 37.3 | 8 | 0 | |
17 | Locked | 37.3 | 9 | 0 | |
18 | Locked | 37.3 | 9 | 0 | |
19 | Locked | 36.6 | 8 | 0 | |
20 | Locked | 36.6 | 13 | 0 | |
21 | Locked | 36.3 | 14 | 0 | |
22 | Locked | 36.6 | 15 | 0 | |
23 | Locked | 36.6 | 12 | 0 | |
24 | Locked | 36.6 | 2 | 0 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 35.5 | 5120 | 64 qam | 3 |
2 | 39400000 | 35.8 | 5120 | 64 qam | 2 |
3 | 46200000 | 36.3 | 5120 | 64 qam | 1 |
4 | 25800000 | 35 | 5120 | 64 qam | 4 |
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 |
General Configuration | |||||
Network access | Allowed | ||||
Maximum Number of CPEs | 1 | ||||
Baseline Privacy | Enabled | ||||
DOCSIS Mode | Docsis30 | ||||
Config file | cmreg-vmdg505-bbt060-b.cm | ||||
Primary Downstream Service Flow | |||||
SFID | 29226 | ||||
Max Traffic Rate | 230000061 | ||||
Max Traffic Burst | 42600 | ||||
Min Traffic Rate | 0 | ||||
Primary Upstream Service Flow | |||||
SFID | 29225 | ||||
Max Traffic Rate | 22000061 | ||||
Max Traffic Burst | 42600 | ||||
Min Traffic Rate | 0 | ||||
Max Concatenated Burst | 42600 | ||||
Scheduling Type | BestEffort | ||||
Network Log | |||||
Time | Priority | Description | |||
21/07/2021 08:55 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:36 | 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=3.0; | |||
20/07/2021 08:32 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
01/01/1970 00:01 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |||
20/07/2021 08:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Kind Regards,
Adam
on 21-07-2021 11:21