Virgin Media Community

[andreijalba]

Hi, thank you all for reading first of all. 

On Tuesday last week I was notified through SMS that there'll be work done in my area and since then I've been having issues, but mostly only at night (which is very weird since it's fine during the day, and at night the status web tool says "the engineer is aiming to fix the problems by 3pm" every day). The modem starts flashing the green wifi and connection logo, and on the modem page it says "Limited connection(US Only)". I'd like to mention that i'm using a Hub3 currently with a Hub5 scheduled to arrive on Wednesday.

Trying to fix these issues myself and going through this forum (since you can't call anyone at night) i've looked at my Network Status and these values look pretty bad (at least for the downstream Db levels). Could this be from the work they're "supposedly" doing every day and night, or would I need to have someone over? Also would swapping to Hub5 fix these issues?

Network status logs in the comment below. Thank you!

EDIT: I've also fully reset the modem.

[andreijalba]

Downstream bonded channels

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

1	330750000	19.4	38	256 qam	25
2	226750000	16.4	38	256 qam	12
3	234750000	16	37	256 qam	13
4	242750000	15.1	36	256 qam	14
5	250750000	13.5	35	256 qam	15
6	258750000	14.9	35	256 qam	16
7	266750000	15.6	36	256 qam	17
8	274750000	16.1	37	256 qam	18
9	282750000	16.6	37	256 qam	19
10	290750000	16.9	37	256 qam	20
11	298750000	17.1	37	256 qam	21
12	306750000	17.6	38	256 qam	22
13	314750000	18.3	38	256 qam	23
14	322750000	18.9	38	256 qam	24
15	338750000	19.8	38	256 qam	26
16	346750000	19	37	256 qam	27
17	354750000	16	35	256 qam	28
18	362750000	11.6	32	256 qam	29
19	370750000	10.5	31	256 qam	30
20	378750000	11.4	32	256 qam	31
21	386750000	12.5	33	256 qam	32
22	394750000	13.6	33	256 qam	33
23	402750000	14	33	256 qam	34
24	410750000	14	33	256 qam	35

Downstream bonded channels

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

1	Locked	38.9	1106328	22
2	Locked	38.6	340540	91
3	Locked	37.6	801566	103
4	Locked	36.6	2661130	86
5	Locked	35.5	8894887	102
6	Locked	35.7	3970742	69
7	Locked	36.6	1528378	50
8	Locked	37.3	1013616	16
9	Locked	37.3	598092	36
10	Locked	37.6	641792	38
11	Locked	37.6	614664	41
12	Locked	38.6	458233	22
13	Locked	38.6	356964	27
14	Locked	38.6	399422	31
15	Locked	38.9	8743229	22
16	Locked	37.6	22266275	26
17	Locked	35.5	40763476	25
18	Locked	32.9	92895444	69
19	Locked	31.9	107373283	103
20	Locked	32.5	86802716	66
21	Locked	33	71714155	30
22	Locked	33.4	64040837	0
23	Locked	33.4	59363131	0
24	Locked	33.8	57920451	12

 

[andreijalba]

Upstream bonded channels

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

1	46199888	38	5120	64 qam	3
2	25800000	35.5	5120	64 qam	6
3	32599991	36.5	5120	64 qam	5
4	39399976	38	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

 

Network Log

Time Priority Description

27/06/2022 12:37:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 12:26:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 12:26:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:56:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:56:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:26:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:26:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 10:56:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 10:56:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 09:05:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:32:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:32:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:28	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:28	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Roger_Gooner]

VM won't send a tech round whilst there is a fault being fixed, nor will you get (or should get a hub change).

Come back here if you still have a problem once VM has fixed the fault.

[andreijalba]

Ok that's understandable, I'm mentioning the problem now because every day after 3pm they say there are no issues in my area when you can clearly see the downstream levels. But i will reply back later today when the issue has been marked as fixed by VM.

[jbrennand]

Best info is usually given on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[andreijalba]

Ok it's 7pm and there are no issues in my area at all, and the tool can't detect any issues with my connection either. https://imgur.com/a/83hnlvQ

Are these values normal for my modem? 

Downstream bonded channels

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

1	330750000	18.4	37	256 qam	25
2	226750000	16.6	37	256 qam	12
3	234750000	16.5	37	256 qam	13
4	242750000	16	37	256 qam	14
5	250750000	14.5	35	256 qam	15
6	258750000	15.1	35	256 qam	16
7	266750000	15.4	36	256 qam	17
8	274750000	15.9	36	256 qam	18
9	282750000	16.4	37	256 qam	19
10	290750000	16.5	37	256 qam	20
11	298750000	16.9	37	256 qam	21
12	306750000	17.3	37	256 qam	22
13	314750000	17.8	37	256 qam	23
14	322750000	18.1	38	256 qam	24
15	338750000	19	37	256 qam	26
16	346750000	19.5	38	256 qam	27
17	354750000	20.4	38	256 qam	28
18	362750000	20.5	38	256 qam	29
19	370750000	20.5	38	256 qam	30
20	378750000	19.6	38	256 qam	31
21	386750000	17.1	36	256 qam	32
22	394750000	13.5	33	256 qam	33
23	402750000	9.6	29	256 qam	34
24	410750000	8.8	28	256 qam	35

Downstream bonded channels

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

1	Locked	37.6	408453	0
2	Locked	37.6	207338	0
3	Locked	37.3	358100	0
4	Locked	37.3	749607	0
5	Locked	35.7	2596196	0
6	Locked	35.7	2497697	0
7	Locked	36.6	1832746	0
8	Locked	36.3	1331243	0
9	Locked	37.3	747504	0
10	Locked	37.6	761233	0
11	Locked	37.6	761150	0
12	Locked	37.6	594623	0
13	Locked	37.3	491251	0
14	Locked	38.6	448431	0
15	Locked	37.6	374918	0
16	Locked	38.6	280034	0
17	Locked	38.6	230203	0
18	Locked	38.6	195794	0
19	Locked	38.9	139384	0
20	Locked	38.6	138986	0
21	Locked	36.6	790018	0
22	Locked	33.4	21904768	0
23	Locked	29.8	89402354	57421
24	Locked	28.9	90681607	2734130

[andreijalba]

Upstream bonded channels

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

1	46200000	38	5120	32 qam	3
2	25800000	35	5120	32 qam	6
3	32600000	36	5120	32 qam	5
4	39400000	36.8	5120	32 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	1	0

Network Log

Time Priority Description

27/06/2022 18:07:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:36:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:21:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:21:24	Error	Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:28	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:16:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:16:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Your Down powers are all way too high and channels 23/24 are borked - you will need a Tech visit to bring them down into range (+10dBmV - -6dBmV) and see what's wrong with those two.  And all the up channels have dropped to 32qam - should all be 64.

Call it in and see what they say when they look at the connection. If they do say there is an ongoing issue make sure you get the fault reference number

[andreijalba]

Thanks for your answer, I have spoken to someone a couple minutes ago and they said although there is nothing being reported on the service status, there is an issue with reference number 18780596, that should be solved by tomorrow. I don't know if that will solve the down and up channel issues I'm having, but if it won't, I guess I'll post again here to get someone from VM to send a technician over. Thank you again for your help.