Virgin Media Community

[MarkyMark71]

Hi,

Could someone have a look and advise please, I have been getting intermittent signal dropouts since install a few weeks ago.

Thanks in advance

Downstream bonded channels

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

1	331000000	3.9	37	256 qam	25
2	203000000	4.6	36	256 qam	9
3	211000000	4.5	37	256 qam	10
4	219000000	4.5	37	256 qam	11
5	227000000	4.5	37	256 qam	12
6	235000000	4.5	37	256 qam	13
7	243000000	4.3	37	256 qam	14
8	251000000	4.3	37	256 qam	15
9	259000000	4	37	256 qam	16
10	267000000	4	37	256 qam	17
11	275000000	3.7	37	256 qam	18
12	283000000	3.5	37	256 qam	19
13	291000000	3.5	37	256 qam	20
14	299000000	3.5	37	256 qam	21
15	307000000	3.5	37	256 qam	22
16	315000000	3.7	37	256 qam	23
17	323000000	3.7	37	256 qam	24
18	339000000	4	37	256 qam	26
19	347000000	4.1	37	256 qam	27
20	355000000	4	37	256 qam	28
21	363000000	4	37	256 qam	29
22	371000000	4.1	37	256 qam	30
23	379000000	4.1	37	256 qam	31
24	387000000	4.1	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	5	0
2	Locked	36.6	4	0
3	Locked	37.3	6	0
4	Locked	37.3	5	0
5	Locked	37.3	6	0
6	Locked	37.3	5	0
7	Locked	37.3	5	0
8	Locked	37.3	4	0
9	Locked	37.3	5	0
10	Locked	37.3	5	0
11	Locked	37.3	5	0
12	Locked	37.3	4	0
13	Locked	37.3	9	0
14	Locked	37.3	8	0
15	Locked	37.3	6	0
16	Locked	37.6	4	0
17	Locked	37.3	8	0
18	Locked	37.3	3	0
19	Locked	37.3	6	0
20	Locked	37.3	6	0
21	Locked	37.6	5	0
22	Locked	37.6	5	0
23	Locked	37.6	6	0
24	Locked	37.3	0	0

[MarkyMark71]

---

@MarkyMark71 wrote:

Hi,

Could someone have a look and advise please, I have been getting intermittent signal dropouts since install a few weeks ago.

Thanks in advance

Downstream bonded channels

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

1	331000000	3.9	37	256 qam	25
2	203000000	4.6	36	256 qam	9
3	211000000	4.5	37	256 qam	10
4	219000000	4.5	37	256 qam	11
5	227000000	4.5	37	256 qam	12
6	235000000	4.5	37	256 qam	13
7	243000000	4.3	37	256 qam	14
8	251000000	4.3	37	256 qam	15
9	259000000	4	37	256 qam	16
10	267000000	4	37	256 qam	17
11	275000000	3.7	37	256 qam	18
12	283000000	3.5	37	256 qam	19
13	291000000	3.5	37	256 qam	20
14	299000000	3.5	37	256 qam	21
15	307000000	3.5	37	256 qam	22
16	315000000	3.7	37	256 qam	23
17	323000000	3.7	37	256 qam	24
18	339000000	4	37	256 qam	26
19	347000000	4.1	37	256 qam	27
20	355000000	4	37	256 qam	28
21	363000000	4	37	256 qam	29
22	371000000	4.1	37	256 qam	30
23	379000000	4.1	37	256 qam	31
24	387000000	4.1	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	5	0
2	Locked	36.6	4	0
3	Locked	37.3	6	0
4	Locked	37.3	5	0
5	Locked	37.3	6	0
6	Locked	37.3	5	0
7	Locked	37.3	5	0
8	Locked	37.3	4	0
9	Locked	37.3	5	0
10	Locked	37.3	5	0
11	Locked	37.3	5	0
12	Locked	37.3	4	0
13	Locked	37.3	9	0
14	Locked	37.3	8	0
15	Locked	37.3	6	0
16	Locked	37.6	4	0
17	Locked	37.3	8	0
18	Locked	37.3	3	0
19	Locked	37.3	6	0
20	Locked	37.3	6	0
21	Locked	37.6	5	0
22	Locked	37.6	5	0
23	Locked	37.6	6	0
24	Locked	37.3	0	0

---

Upstream bonded channels

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

1	53700000	28.3	5120	64 qam	2
2	39400000	28.5	5120	64 qam	4
3	46200000	28.3	5120	64 qam	3
4	60300000	28.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[MarkyMark71]

data

Network Log

Time Priority Description

13/06/2022 20:52:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 20:46:57	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 00:34:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 23:12:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 23:08:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 23:01:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 16:53:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 08:25:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2022 04:34:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2022 01:30:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2022 05:53:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2022 05:15:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2022 05:15:11	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 09:09:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 08:11:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

All your upstream power levels are too low. Recommended minimum is +35 dBmV yours are in the 20's.

It will require a tech visit to investigate, Try calling it in as a fault but if they dont want to do anything, wait till a VM person responds on here in a day or two and can sort it for you

[MarkyMark71]

Thank you John, I really appreciate your help

[MarkyMark71]

Still looking for assistance if VM mod is available please. Spoke to tech who first said there was no issue but then agreed there was. They said they were fixing it remotely and to monitor for 24 hours but 48 hours on it us as bad as ever. Please help!

[David_Bn]

Good Afternoon @MarkyMark71, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the intermittent drop outs you're experiencing.

How are things looking today?

I've looked into the stats of the hub, and everything appears to be within spec. 

We do however notice that a Wi-Fi connection may be problematic at the moment, with some interference being detected. 

Can you please advise me if any devices close to the hub can be placed on a wired connection?

Do you notice any connection issues when using Ethernet cables?

Kindest regards.

David_Bn

[MarkyMark71]

Hi David,

The VM stream box is connected via ethernet and when the signal drops out so does the stream box.

[MarkyMark71]

Also, it went off last night numerous times and has done so again this afternoon.

[jbrennand]

Post the Upstream power levels again. David is saying they are back in range.