Virgin Media Community

[HarryHMarshall]

My connection keeps dropping out for around 30 secs at a time 10-20 times a day. This happens for devices connected wirelessly and through wired connections to the router. I have tried contacting Virgin on the phone or live chat but no luck after hours waiting

I've set up a BQM here - any help greatly appreciated!

[MikeRobbo]

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.

[HarryHMarshall]

Downstream bonded channels

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

1	138750000	-0.4	37	256 qam	1
2	146750000	-0.9	37	256 qam	2
3	154750000	-1.2	37	256 qam	3
4	162750000	-1	37	256 qam	4
5	170750000	-0.9	37	256 qam	5
6	178750000	-1.2	37	256 qam	6
7	186750000	-1	37	256 qam	7
8	194750000	-0.9	37	256 qam	8
9	202750000	-1.2	37	256 qam	9
10	210750000	-1.2	37	256 qam	10
11	218750000	-1.2	37	256 qam	11
12	226750000	-1.2	37	256 qam	12
13	234750000	-1	37	256 qam	13
14	242750000	-1	37	256 qam	14
15	250750000	-1	37	256 qam	15
16	258750000	-1.2	37	256 qam	16
17	266750000	-1.4	37	256 qam	17
18	274750000	-1.4	37	256 qam	18
19	282750000	-0.7	37	256 qam	19
20	290750000	-1	37	256 qam	20
21	298750000	-0.5	37	256 qam	21
22	306750000	-0.7	37	256 qam	22
23	314750000	-0.7	37	256 qam	23
24	322750000	-1.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	1554643	2345289
2	Locked	37.3	2294599	246086
3	Locked	37.3	4063504	4514363
4	Locked	37.3	6775416	5926282
5	Locked	37.6	279402	0
6	Locked	37.6	338177	178
7	Locked	37.6	146887	0
8	Locked	37.3	576866	0
9	Locked	37.6	94138	0
10	Locked	37.6	2500	0
11	Locked	37.3	616	0
12	Locked	37.3	4988	0
13	Locked	37.6	855	0
14	Locked	37.6	32	0
15	Locked	37.6	12	0
16	Locked	37.3	13	0
17	Locked	37.6	737	0
18	Locked	37.3	15	0
19	Locked	37.6	4	0
20	Locked	37.6	8	0
21	Locked	37.6	6	0
22	Locked	37.6	12	0
23	Locked	37.3	38	0
24	Locked	37.6	106	0

[HarryHMarshall]

Upstream bonded channels

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

1	39400015	50.5	5120	64 qam	9
2	46199966	51	5120	64 qam	8
3	53700000	50.5	5120	64 qam	7
4	32600000	50.5	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	3	0

[HarryHMarshall]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	15426
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	15425
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[HarryHMarshall]

Network Log

Time Priority Description

14/01/2021 08:50:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 08:50:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 08:45:44	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 07:06:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 06:37:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 04:35:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 00:36:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 00:31:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:52:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:46:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:43:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:41:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:37:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:34:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks!

[MikeRobbo]

Your Pre & Post RS Error counts are very high on the first four channels.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

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

1	Locked	37.3	1554643	2345289
2	Locked	37.3	2294599	246086
3	Locked	37.3	4063504	4514363
4	Locked	37.3	6775416	5926282
5	Locked	37.6	279402	0
6	Locked	37.6	338177	178
7	Locked	37.6	146887	0
8	Locked	37.3	576866	0
9	Locked	37.6	94138	0
10	Locked	37.6	2500	0
11	Locked	37.3	616	0
12	Locked	37.3	4988	0
13	Locked	37.6	855	0
14	Locked	37.6	32	0
15	Locked	37.6	12	0
16	Locked	37.3	13	0
17	Locked	37.6	737	0
18	Locked	37.3	15	0
19	Locked	37.6	4	0
20	Locked	37.6	8	0
21	Locked	37.6	6	0
22	Locked	37.6	12	0
23	Locked	37.3	38	0
24	Locked	37.6	106	0

[MikeRobbo]

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

1	Locked	37.3	1554643	2345289
2	Locked	37.3	2294599	246086
3	Locked	37.3	4063504	4514363
4	Locked	37.3	6775416	5926282
5	Locked	37.6	279402	0
6	Locked	37.6	338177	178
7	Locked	37.6	146887	0
8	Locked	37.3	576866	0
9	Locked	37.6	94138	0
10	Locked	37.6	2500	0
11	Locked	37.3	616	0
12	Locked	37.3	4988	0
13	Locked	37.6	855	0
14	Locked	37.6	32	0
15	Locked	37.6	12	0
16	Locked	37.3	13	0
17	Locked	37.6	737	0
18	Locked	37.3	15	0
19	Locked	37.6	4	0
20	Locked	37.6	8	0
21	Locked	37.6	6	0
22	Locked	37.6	12	0
23	Locked	37.3	38	0
24	Locked	37.6	106	0

[HarryHMarshall]

Thanks. After an hour the error counts are lower but still not anywhere near zero. See below:

Downstream bonded channels

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

1	138750000	-0.4	37	256 qam	1
2	146750000	-0.9	37	256 qam	2
3	154750000	-1.2	37	256 qam	3
4	162750000	-1	37	256 qam	4
5	170750000	-0.9	37	256 qam	5
6	178750000	-1.2	37	256 qam	6
7	186750000	-1	37	256 qam	7
8	194750000	-0.7	37	256 qam	8
9	202750000	-1.2	37	256 qam	9
10	210750000	-1.2	37	256 qam	10
11	218750000	-1.2	37	256 qam	11
12	226750000	-1.2	37	256 qam	12
13	234750000	-1	37	256 qam	13
14	242750000	-1	37	256 qam	14
15	250750000	-0.9	37	256 qam	15
16	258750000	-1.4	37	256 qam	16
17	266750000	-1.4	37	256 qam	17
18	274750000	-1.5	37	256 qam	18
19	282750000	-0.7	37	256 qam	19
20	290750000	-1	37	256 qam	20
21	298750000	-0.5	37	256 qam	21
22	306750000	-0.7	37	256 qam	22
23	314750000	-0.7	37	256 qam	23
24	322750000	-1.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	36.8	119072	139931
2	Locked	37.3	185063	54075
3	Locked	37.3	213832	72746
4	Locked	37.3	191842	116520
5	Locked	37.6	121457	17781
6	Locked	37.6	24770	652
7	Locked	37.6	56645	2954
8	Locked	37.6	90745	23780
9	Locked	37.6	86208	17300
10	Locked	37.6	13207	193
11	Locked	37.6	24427	130
12	Locked	37.6	103075	1885
13	Locked	37.6	60528	518
14	Locked	37.6	1931	64
15	Locked	37.6	422	55
16	Locked	37.6	3759	30
17	Locked	37.3	30091	53
18	Locked	37.6	9060	0
19	Locked	37.6	730	0
20	Locked	38.6	313	0
21	Locked	37.6	73	0
22	Locked	37.3	61	0
23	Locked	37.6	162	0
24	Locked	37.3	676	0

[HarryHMarshall]

Unfortunately the connection drop outs (wireless and wired connections) are still persisting.

[HarryHMarshall]

The error rates are now back to as they were 24 hours ago (see below) and the connection is still very unreliable. I'd appreciate contact from a Virgin Media representative.  

Downstream bonded channels

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

1	138750000	-0.2	37	256 qam	1
2	146750000	-0.7	37	256 qam	2
3	154750000	-1	37	256 qam	3
4	162750000	-0.7	37	256 qam	4
5	170750000	-0.7	37	256 qam	5
6	178750000	-1	37	256 qam	6
7	186750000	-0.9	37	256 qam	7
8	194750000	-0.7	37	256 qam	8
9	202750000	-1	37	256 qam	9
10	210750000	-1	37	256 qam	10
11	218750000	-1	37	256 qam	11
12	226750000	-1	37	256 qam	12
13	234750000	-1	37	256 qam	13
14	242750000	-1	37	256 qam	14
15	250750000	-0.9	37	256 qam	15
16	258750000	-1.2	37	256 qam	16
17	266750000	-1.2	37	256 qam	17
18	274750000	-1.2	37	256 qam	18
19	282750000	-0.5	38	256 qam	19
20	290750000	-0.7	37	256 qam	20
21	298750000	-0.2	37	256 qam	21
22	306750000	-0.2	37	256 qam	22
23	314750000	-0.4	37	256 qam	23
24	322750000	-0.9	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	5651875	4327453
2	Locked	37.3	1868170	283691
3	Locked	37.3	2937643	226182
4	Locked	37.6	4267276	1030984
5	Locked	37.6	212192	26389
6	Locked	37.6	48694	2622
7	Locked	37.6	93521	6668
8	Locked	37.6	258296	30474
9	Locked	37.6	184461	22424
10	Locked	37.3	23244	678
11	Locked	37.3	34433	338
12	Locked	37.6	161543	2727
13	Locked	37.6	96558	867
14	Locked	37.3	3983	101
15	Locked	37.6	1175	86
16	Locked	37.3	6430	31
17	Locked	37.6	37514	137
18	Locked	37.6	13331	0
19	Locked	38.6	1000	0
20	Locked	37.6	438	0
21	Locked	37.3	137	0
22	Locked	37.3	138	0
23	Locked	37.6	309	0
24	Locked	37.3	1047	0