Virgin Media Community

[Sweet16]

Yet another disconnection this morning 2/1/2022 at approx 0020hrs. Left disconnected until 0207hrs to allow BQM to pick up problems. No change from usual pattern. Switched off hub between 0207 and 0224 hrs to ensure monitoring correct IP. BQM showed solid red block so all correct.

Will post Logs (hopefully) below along with BQM for reference. Interestingly some of the disconnections coincide almost identically with log “Notice ATOM is restarted as part of self healing”. Maybe I’m just clutching at straws now. At my wits end. HELP please. 

Network Log

Time	Priority	Description
02/01/2022 09:54:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 00:18:49	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 06:48:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 11:26:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 10:00:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 10:00:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 08:56:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 03:38:39	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 03:31:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 02:53:35	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 02:49:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 02:31:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 02:28:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 23:38:20	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 15:25:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 09:50:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 09:33:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 09:19:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 09:11:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MA

[Adduxi]

Can you post the power levels as well for both Downstream and Upstream.

The ATOM restarting we think is due to the CPU in the Hub getting overloaded.  The restart kills the processes and starts up again on a clean slate, so to speak.  

You could try a 60 second pinhole factory reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[Sweet16]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	5.5	38	256 qam	1
2	147000000	5.6	40	256 qam	2
3	155000000	5.8	40	256 qam	3
4	163000000	5.5	40	256 qam	4
5	171000000	5.6	40	256 qam	5
6	179000000	5.9	40	256 qam	6
7	187000000	6.3	40	256 qam	7
8	195000000	6.3	40	256 qam	8
9	203000000	6.3	40	256 qam	9
10	211000000	6.3	40	256 qam	10
11	219000000	6.4	40	256 qam	11
12	227000000	6.5	40	256 qam	12
13	235000000	6.5	40	256 qam	13
14	243000000	6.4	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.5	40	256 qam	16
17	267000000	6.6	40	256 qam	17
18	275000000	6.5	40	256 qam	18
19	283000000	6.6	40	256 qam	19
20	291000000	6.5	40	256 qam	20
21	299000000	6.8	40	256 qam	21
22	307000000	6.6	40	256 qam	22
23	315000000	7	40	256 qam	23
24	323000000	6.9	40	256 qam	24

[Adduxi]

Can you post the Pre and PostRS errors from the Downstream tab as well.  Also the Upstream, thanks !

[Sweet16 · Accepted solution]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300288	43.8	5120	64 qam	1
2	53700074	43.8	5120	64 qam	2
3	39400175	43.3	5120	64 qam	4
4	46200064	43.5	5120	32 qam	3

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

[Sweet16]

channels

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

1	139000000	5.5	38	256 qam	1
2	147000000	5.6	40	256 qam	2
3	155000000	5.8	40	256 qam	3
4	163000000	5.5	40	256 qam	4
5	171000000	5.8	40	256 qam	5
6	179000000	5.9	40	256 qam	6
7	187000000	6.3	40	256 qam	7
8	195000000	6.3	40	256 qam	8
9	203000000	6.3	40	256 qam	9
10	211000000	6.3	40	256 qam	10
11	219000000	6.5	40	256 qam	11
12	227000000	6.5	40	256 qam	12
13	235000000	6.5	40	256 qam	13
14	243000000	6.5	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.5	40	256 qam	16
17	267000000	6.6	40	256 qam	17
18	275000000	6.5	40	256 qam	18
19	283000000	6.6	40	256 qam	19
20	291000000	6.6	40	256 qam	20
21	299000000	6.8	40	256 qam	21
22	307000000	6.6	40	256 qam	22
23	315000000	7	40	256 qam	23
24	323000000	6.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	9	0
2	Locked	40.3	5	0
3	Locked	40.9	6	0
4	Locked	40.3	6	0
5	Locked	40.3	4	0
6	Locked	40.3	14	0
7	Locked	40.3	22	0
8	Locked	40.3	18	0
9	Locked	40.9	19	0
10	Locked	40.3	6	0
11	Locked	40.3	5	0
12	Locked	40.3	7	0
13	Locked	40.9	5	0
14	Locked	40.3	5	0
15	Locked	40.9	6	0
16	Locked	40.3	5	0
17	Locked	40.3	6	0
18	Locked	40.3	5	0
19	Locked	40.3	6	0
20	Locked	40.3	11	0
21	Locked	40.3	7	0
22	Locked	40.3	4	0
23	Locked	40.3	6	0
24	Locked	40.9	6	0

[Adduxi]

One of your Upstream is at 32QAM, and they all should be 64.  I suspect this may be the problem.?  All the rest of the stats look fine.

A VM technician will be required to fix this. If you wait here a day or two, a VM Mod will pick this up.

In the meantime you could try the full reset ?  Just bear in mind this is a complete reset, so any custom changes you may have made on the Hub will be lost.

[Sweet16]

Thank you for your help. Glad someone actually believes me and that a problem is evident. How will I know that this problem has been actioned?

[Sweet16]

Reference back to my earlier post a few days ago on same issue. All four upstream channels were set at 64 although one of these now appears to be at 32 on latest post?. Why would this change. In addition, when I initiated the BQM the other day it ran for 12 hours and then suddenly stopped whilst recording solid red bar ( packet loss). The only way I could get the BQM to monitor again was by disabling the firewall?. Not sure what is going on with this connection. Could hub be faulty? I am loath to purchase an independent router and switch the VM Hub 3 to modem if the same issue is likely to be experienced. 

[gary_dexter]

You need to wait for a forum mod to reply with the next steps