Virgin Media Community

[jakekcbyrne]

Hi, I've been having an issue of my hub restarting itself every few minutes since around 6pm yesterday (15/03/2020), initially it would restart every couple of hours, but now its every few minutes. This has continued onto today, and I'm at a loss as what else I can try.

I've tried restarts, I tried resetting it, unplugging everything and leaving it for awhile, nothing is working. I get small periods of connection (albeit very slow connection) before it drops again, so I'm posing this within that gap. See below all the details you guys request first.

Any help will be greatly appreciated.

[jakekcbyrne]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	186750000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	186750000	2.7	29	256 qam	7
2	138750000	2.5	30	256 qam	1
3	146750000	3	30	256 qam	2
4	154750000	2.9	30	256 qam	3
5	162750000	2.7	30	256 qam	4
6	170750000	2.7	30	256 qam	5
7	178750000	3	30	256 qam	6
8	194750000	2.2	29	256 qam	8
9	202750000	2.2	29	256 qam	9
10	210750000	2.4	29	256 qam	10
11	218750000	2.2	29	256 qam	11
12	226750000	2.2	28	256 qam	12
13	234750000	2.5	29	256 qam	13
14	242750000	2.2	29	256 qam	14
15	250750000	2	29	256 qam	15
16	258750000	2.2	29	256 qam	16
17	266750000	2.4	29	256 qam	17
18	274750000	2.2	29	256 qam	18
19	282750000	2	28	256 qam	19
20	290750000	2.5	29	256 qam	20
21	298750000	2.9	29	256 qam	21
22	306750000	2.2	29	256 qam	22
23	314750000	2.2	28	256 qam	23
24	322750000	2.9	29	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	29.5	2834246	77069
2	NotLocked	29.9	1592227	3501
3	Locked	29.9	1626568	4660
4	NotLocked	30.1	1631194	5207
5	NotLocked	30	1661432	6443
6	NotLocked	29.6	1752285	11974
7	NotLocked	29.6	1860733	24096
8	NotLocked	29.3	2088300	122825
9	NotLocked	29	2156727	234280
10	NotLocked	28.5	2186709	357078
11	NotLocked	28.4	2187293	390463
12	NotLocked	28.6	2185018	364932
13	NotLocked	28.9	2168770	253310
14	NotLocked	28.9	2173113	220346
15	NotLocked	28.7	2161677	202551
16	NotLocked	28.8	2175206	205575
17	NotLocked	29	2165337	196846
18	NotLocked	28.8	2179139	240273
19	NotLocked	28.6	2171369	236618
20	NotLocked	28.7	2180522	250888
21	NotLocked	28.8	2196015	307812
22	NotLocked	28.7	2204840	345511
23	NotLocked	28.7	2206820	337451
24	NotLocked	28.6	2210324	331482

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	4.75	5120	64 qam	4
2	46200000	4.85	5120	64 qam	3
3	25800000	4.65	5120	64 qam	12
4	32600000	4.7	5120	64 qam	5

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

[jakekcbyrne]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-rtsl10016u-b.cm

Primary Downstream Service Flow

SFID	140028
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	140027
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

16/03/2020 18:21:12	critical	TFTP file complete - but missing mandatory TLV;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:21:12	Error	Disruption during SW download - Power Failure
01/01/1970 00:01:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:38	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:18:11	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:17:53	Error	Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:16:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:16:16	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:50	Error	DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:44	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:15:29	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:17	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:14:14	notice	SW Download INIT - Via Config file
16/03/2020 18:14:10	Error	Disruption during SW download - Power Failure
16/03/2020 18:11:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:10:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 18:10:17	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Your a bit low on your downstream SNR.

[MikeRobbo]

set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 link chain)

 In the URL box paste the link you copied and then click OK

[jakekcbyrne]

I set one up earlier as I saw some posts suggesting this.

BQM Link 

[Andruser]

Your signal to noise ratio is far too low on the downstream channels.  If there's an in-line attenuator between the incoming cable and the hub, you could try removing that and see if that helps (it may, and it may not - don't just assume that it will work).  If not then this is something that probably requires a technician to come and visit.  

I always advise not to try phoning VM's disgraceful, incompetently run, incompetently executed offshore support line, but to wait for the helpful VM forum staff to pick up your post and advise on next steps.

[jakekcbyrne]

I have a 6 db forward path attenuator connected to the hub, this has been there since last year and no issues since then. When the connection drops again I'll remove it and see if the connection is any better.

[jakekcbyrne]

I removed the attenuator and see below the changes.
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
186750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Offline

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 8.4 29 256 qam 7
2 138750000 8.3 30 256 qam 1
3 146750000 8.5 29 256 qam 2
4 154750000 8.8 29 256 qam 3
5 162750000 8.5 29 256 qam 4
6 170750000 8.5 29 256 qam 5
7 178750000 8.8 29 256 qam 6
8 194750000 8 28 256 qam 8
9 202750000 8.1 28 256 qam 9
10 210750000 8.1 28 256 qam 10
11 218750000 8 28 256 qam 11
12 226750000 8 28 256 qam 12
13 234750000 8.3 28 256 qam 13
14 242750000 8 28 256 qam 14
15 250750000 8 28 256 qam 15
16 258750000 8 28 256 qam 16
17 266750000 8.1 28 256 qam 17
18 274750000 8 28 256 qam 18
19 282750000 8 28 256 qam 19
20 290750000 8.4 28 256 qam 20
21 298750000 8.9 28 256 qam 21
22 306750000 8.3 28 256 qam 22
23 314750000 8.1 28 256 qam 23
24 322750000 8.9 28 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 29.4 610701 21703
2 Locked 29.3 745335 27303
3 Locked 29.4 824181 30830
4 Locked 29.3 995968 38766
5 Locked 30.1 80309 323
6 Locked 29.9 83888 408
7 Locked 29.7 85310 559
8 Locked 29.8 87885 709
9 Locked 29.9 88532 1138
10 Locked 29.7 95595 2122
11 Locked 28.9 108504 9530
12 Locked 28.6 110030 16332
13 Locked 28.6 111766 23238
14 Locked 28.6 109919 24583
15 Locked 28.5 108986 23245
16 Locked 28.4 113133 18086
17 Locked 28.7 112616 15314
18 Locked 28.9 114033 15006
19 Locked 28.8 106707 13526
20 Locked 28.6 107017 13423
21 Locked 28.6 114642 17388
22 Locked 28.8 115793 16905
23 Locked 28.7 115304 18556
24 Locked 28.4 116534 22300

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.95 5120 64 qam 2
2 39400000 4.75 5120 64 qam 4
3 46200000 4.825 5120 64 qam 3
4 60300000 4.975 5120 64 qam 1


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

[Tudor]

Put the attenuator back, you need it. Also power cycle your hub and post a new set of stats after a few hours.