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Intermittent loss of connection

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Solarwind
Dialled in

2 weeks ago

Hey - not sure if I am in the right place to post, but since having gigabit BB installed I have been experiencing intermittent drops in connection (main use is via a LAN cable connected laptop). I have a hub 5 and noticed that the power levels do not seem to be very "healthy"?  Also - lots of activity in the network log:

Network Log

Time Priority Description
24-11-2024 21:54:38critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 21:54:38criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 21:53:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:08:55noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:08:23warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:08:13noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:08:07warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:07:20noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:06:51warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:06:09noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:05:23warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:02:51noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 20:02:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 19:10:42noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 19:10:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:51:08noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:50:45warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:48:09noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:48:07warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:42:04noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:41:43warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:33:48noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:33:31warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:29:56noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:29:29warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:28:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:28:19warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:28:16noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:28:07warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:27:24noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:27:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2024 18:26:34noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;


3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.35120QAM 641
14310000048.35120QAM 642
23660000047.55120QAM 643
33010000049.35120QAM 644
42360000050.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.443.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20874000000360

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-2.339QAM 25625
2139000000-5.736QAM 2561
3147000000-635QAM 2562
4155000000-5.336QAM 2563
5171000000-5.837QAM 2565
6179000000-5.537QAM 2566
7187000000-5.137QAM 2567
8195000000-4.837QAM 2568
9203000000-537QAM 2569
10211000000-4.837QAM 25610
11219000000-4.628QAM 25611
12227000000-4.635QAM 25612
13235000000-4.838QAM 25613
14243000000-4.838QAM 25614
15251000000-4.638QAM 25615
16259000000-4.338QAM 25616
17267000000-3.838QAM 25617
18275000000-3.438QAM 25618
19283000000-3.338QAM 25619
20291000000-2.938QAM 25620
21299000000-2.739QAM 25621
22307000000-2.739QAM 25622
23315000000-2.838QAM 25623
24323000000-2.539QAM 25624
25339000000-2.338QAM 25626
26347000000-2.539QAM 25627
27355000000-2.339QAM 25628
28363000000-2.239QAM 25629
29371000000-2.139QAM 25630
30379000000-1.839QAM 25631
31387000000-1.639QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked392533211
2Locked361446667664237
3Locked353131232273639218
4Locked36344691843087
5Locked3774986524864
6Locked375537952396
7Locked374907232635
8Locked371910372835
9Locked371161913138
10Locked37228823309
11Locked2855371213714333523
12Locked3516451961633
13Locked38113101578
14Locked38102871753
15Locked3847481547
16Locked3841441724
17Locked3833841646
18Locked3828281564
19Locked3829361438
20Locked3826821497
21Locked3928151495
22Locked3927131291
23Locked382596812
24Locked392784972
25Locked383170194
26Locked393670473
27Locked394268730
28Locked3945611
29Locked3949950
30Locked39572765
31Locked39558173

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked411.62312578073180
 
I did call the support line and was advised to switch the "LAN ports" I was using on the router. Totally baffled me how that was even worth considering as a solution! 😂
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Alex_RM
Forum Team
Forum Team
In response to Solarwind

2 weeks ago

Hi Solarwind,

Thanks for posting, and sorry to see you've had some connection issues. I've had a look from our side and it looks like we're aware of an ongoing connectivity issue, and I'll need to arrange an engineer visit.

I've popped you over a private message to confirm a few details before I do this.

Alex_Rm

See where this Helpful Answer was posted

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Adduxi
Very Insightful Person
Very Insightful Person

2 weeks ago

Please do not duplicate posts Intermittent loss of connection - Virgin Media Community - 5593284

However your DS power levels are too low I suspect, -6 to +10, so you are right on the bottom of the spec.  You also have "noise" on the circuit, as the PostRS errors should be ideally zero.  Check all your connections are at least "finger" tight.  

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

A VM Mod should pick this up in a day or two and discuss directly with you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Solarwind
Dialled in

2 weeks ago

Hi - thank you for taking the time to reply.  Apologies - the reason I raised a duplicate post is because my first post was marked as "spam" for some reason (probably all the log files I had pasted in). Hence why I raised a new post with images instead.

I will try the above guidance and await a VM mod.

Thanks again! 😊

Regards


SW.

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Solarwind
Dialled in

2 weeks ago

(Just checked the service line as advised - and there are no service issues in the area apparently)

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jbrennand
Very Insightful Person
Very Insightful Person
In response to Solarwind

2 weeks ago

Do you have a BQM running...

See this

__________

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alex_RM
Forum Team
Forum Team
In response to Solarwind

2 weeks ago

Hi Solarwind,

Thanks for posting, and sorry to see you've had some connection issues. I've had a look from our side and it looks like we're aware of an ongoing connectivity issue, and I'll need to arrange an engineer visit.

I've popped you over a private message to confirm a few details before I do this.

Alex_Rm

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Solarwind
Dialled in
In response to Alex_RM

2 weeks ago

Hey Alex

Thanks for the reply - and message responded to. 

SW

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