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Issues with services

Shwrb
Tuning in

[I apologise for this being long]

I've been having issues with my connection. But no one seems to want to come and visit the house to check the equipment/property.

In August alone, I've had two period of no internet.

Whenever I check the online status checker it just states the internet is fine, even though I do not have any internet. Start of the month - 09/08/2023 to 17/08/2023. I booked an engineer online myself, for 12/08/23 however the system detected it was "fixed" and the appointment was cancelled. 

On the 12/08/23 the network was fixed for approx. 3hrs and then it went down again. Because of this magical 3hrs my appointment was cancelled. I booked another appointment for the 15th which someone came to my property only for them to say “sorry I can’t do anything as this is an area issue” the engineer stated that excluding my property he has been to 4 others within area that do not have internet. He is having to raise this as an area fault rather than a home issue. He also states that he does not know why the customer service team don’t raise it as area and book out engineers to comet o property even though they can see there’s multiple people having same issue.

My internet was finally up and running perfectly from 17th. Only for it to stop working on 20th…

From 20/08/23 to 22/08 I would get network outage between 6pm to 8pm without fail. Then on the 23rd the network disconnected at around 10am and returned around 9:30pm.

I booked an engineer whilst my internet wasn’t working – originally no appointments until 25/08/23, but I had booked one for the 25th anyway.

I got notification on the app saying due to this being an area issue and my internet being fixed my appointment has been cancelled. My internet had been fixed for approximately 45mins.

On the 23rd I spoke to a CS agent who essentially stated along the lines of “if I want an engineer to come to my property when there’s no fault then they will charge me £25 for the visit”

I managed to book another slot for engineer to come on 24th, an 8am top 12pm slot, I got text message in the morning at 08:13 stating someone will come between 8am to 12pm. However, no one came. I called CS around 12:20pm asking for update as my appointment had been cancelled. CS stated that they could not see any appointments on their list, I made the CS agent aware that on 23rd I was told that a “virtual technician” will call me on 24th… She stated that this has been rescheduled for 25th…. Which shocked me as I was no made aware of any changes to appointment. Cancelled nor amendments. All appointments I’ve had to book myself has all CS agents were not helpful. I kept getting told “oh wait 24hrs for connection”.

Whilst on the phone on 24th I managed to find another appointment for 25th 12pm to 4pm slot. Fast forward to 25th and no visit from engineer, I check my app for appointment list and as if my magic it’s been cleared… this was the 4th appointment I’ve had cancelled. At no point was I told my appointments were being cancelled less than 24hrs notice. Every person I spoke to at CS keeps telling me to wait 24hrs, monitor my connection.

The system has no failsafe. If it’s detected an area issue and the issue has been resolved and it just cancels appointments – what if the issue was with equipment / wiring to the house that is causing the issue. Every time I’ve had network disconnection the online status checker states everything is working fine. I’ve had to manually book appointments myself as the CS agents were not helpful.

Whilst on the phone to CS today about my appointment – I had asked about this magical “virtual technician” as I was told on the 24th I will be getting a call. Somehow this has been magically changed to…. I’ll be getting a phone call from sometime between 25/08/2023 to 02/09/23.

I've been using ThinkBroadband's BQM to monitor my connection. 

02/09/23 is when my next appointment is. booked by a CS agent.  I raise it with CS about how on the website it states if appointment is cancelled then I am eligible for credit of £29.15, I raised it that my appointment has been cancelled twice without notice over the last two days. I was told this is not the case for me and that I would have to wait till 02/09/23. If that gets cancelled, then I may be eligible.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation under the heading “We’ve missed your appointment”.

I just had a simple request of – can someone come to my property to make sure it’s not the equipment / wiring that is causing the issue, but no one comes because the system keeps cancelling my appointments. This month I’ve had to rely on my mobile data to get things done whilst at home. My family had to use their mobile data whilst at home due to the unreliability of the home internet.

I’ve been with Virgin since 2015, I’ve lost track of the countless hours I’ve accumulated over the years just being on the phone to CS for my network issues.

Unfortunately, I cannot change to another provider as everyone else has speeds “up to 68mbps” so I am stuck with virgin until a new provider can give me speeds above 70mbps.

Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status

16 REPLIES 16

jbrennand
Very Insightful Person
Very Insightful Person

Post up a link to "share your live BQM"

What Hub model is it and what package are you on?

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT 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.

As requested: Live BQM | thinkbroadband 

I have the Hub5 and as for my package it is the Gig1 Fibre Broadband with Talk More Anytime. Until recently, I have been changed over to VOIP for my phone line, its always been through the typical BT port so at least that way if my internet goes down i still have active phone line.. Not anymore..... 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000002.142QAM 25625
21380000000.841QAM 2561
31460000000.741QAM 2562
41540000000.841QAM 2563
51620000000.941QAM 2564
6170000000142QAM 2565
7178000000142QAM 2566
81860000001.142QAM 2567
91940000001.442QAM 2568
102020000001.542QAM 2569
11210000000242QAM 25610
122180000002.142QAM 25611
132260000002.242QAM 25612
142340000002.342QAM 25613
152420000002.342QAM 25614
162500000002.242QAM 25615
172580000002.342QAM 25616
182660000002.342QAM 25617
192740000002.342QAM 25618
202820000002.342QAM 25619
212900000002.542QAM 25620
222980000002.542QAM 25621
233060000002.642QAM 25622
243140000002.442QAM 25623
253220000002.342QAM 25624
263380000002.342QAM 25626
273460000002.442QAM 25627
283540000002.342QAM 25628
293620000002.442QAM 25629
303700000002.342QAM 25630
313780000002.442QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4218261030
2Locked41240486313
3Locked41129222069
4Locked4198911350
5Locked4188301055
6Locked4290141695
7Locked4276171613
8Locked4269601178
9Locked4257641618
10Locked4245301238
11Locked4269591793
12Locked4239551297
13Locked424008988
14Locked423382825
15Locked4231631009
16Locked4230741384
17Locked422034734
18Locked422018768
19Locked421729989
20Locked4217421031
21Locked4218581586
22Locked421708933
23Locked4220531777
24Locked4218561337
25Locked4221742952
26Locked4225033359
27Locked4216341090
28Locked4223692029
29Locked4220941207
30Locked421798879
31Locked4217801080

 Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
046200000435120QAM 641
139400000435120QAM 642
23260000042.85120QAM 643
32580000042.55120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0400
1ATDMA0400
2ATDMA0400
3ATDMA0410

 

Network Log

Time Priority Description
24-08-2023 17:44:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:37:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:34:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:54noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:46noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 3 6 7 10 13 17 22 23 24 26 27 28 29 30 31; 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;
24-08-2023 17:28:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:19noticeREGISTRATION COMPLETE - Waiting for Operational status
24-08-2023 17:28:12noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:57noticeHonoring MDD; IP provisioning mode = IPv4
24-08-2023 17:27:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:47criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:07criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:12warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:11noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:42warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:22:41noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:14warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:21:23noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:21:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:20:42noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:38noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status

As requested: Live BQM | thinkbroadband 

My package is Volt Gig1 Fibre Broadband with Hub5 & Talk More Anytime phone package.

I have a secondary AP to extend my connection due to dead spots on the other end of the house. this is a Linksys mx4000

Until recently I was still on the old style phone with it being connected via BT port so at least if internet was down I still have a working phone line.. But not anymore.. I've been moved over to the VOIP input. 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000001.842QAM 25625
21380000000.541QAM 2561
31460000000.441QAM 2562
41540000000.541QAM 2563
51620000000.541QAM 2564
61700000000.642QAM 2565
71780000000.742QAM 2566
81860000000.842QAM 2567
91940000001.142QAM 2568
102020000001.242QAM 2569
112100000001.742QAM 25610
122180000001.842QAM 25611
132260000001.942QAM 25612
14234000000242QAM 25613
15242000000242QAM 25614
162500000001.942QAM 25615
17258000000242QAM 25616
18266000000242QAM 25617
19274000000242QAM 25618
20282000000242QAM 25619
212900000002.242QAM 25620
222980000002.242QAM 25621
233060000002.342QAM 25622
243140000002.142QAM 25623
25322000000242QAM 25624
26338000000242QAM 25626
273460000002.142QAM 25627
283540000002.142QAM 25628
29362000000242QAM 25629
30370000000242QAM 25630
313780000002.142QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4218281030
2Locked41240486313
3Locked41129242069
4Locked4198921350
5Locked4188321055
6Locked4290141695
7Locked4276181613
8Locked4269601178
9Locked4257651618
10Locked4245321238
11Locked4269591793
12Locked4239561297
13Locked424010988
14Locked423384825
15Locked4231661009
16Locked4230751384
17Locked422035734
18Locked422018768
19Locked421729989
20Locked4217421031
21Locked4218611586
22Locked421711933
23Locked4220551777
24Locked4218571337
25Locked4221772952
26Locked4225053359
27Locked4216351090
28Locked4223712029
29Locked4220961207
30Locked421798879
31Locked4217811080

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
046200000435120QAM 641
139400000435120QAM 642
23260000042.85120QAM 643
32580000042.55120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0400
1ATDMA0400
2ATDMA0400
3ATDMA041

0

 

 

 

Network Log

Time Priority Description
24-08-2023 17:44:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:37:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:34:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:54noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:46noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 3 6 7 10 13 17 22 23 24 26 27 28 29 30 31; 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;
24-08-2023 17:28:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:19noticeREGISTRATION COMPLETE - Waiting for Operational status
24-08-2023 17:28:12noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:57noticeHonoring MDD; IP provisioning mode = IPv4
24-08-2023 17:27:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:47criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:07criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:12warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:11noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:42warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:22:41noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:14warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:21:23noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:21:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:20:42noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:38noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status

As requested:  Live BQM | thinkbroadband 

My package is Volt Gig1 Fibre Broadband with Hub5 & Talk More Anytime phone package.

I have a secondary AP to extend my connection due to dead spots on the other end of the house. this is a Linksys mx4000

Until recently I was still on the old style phone with it being connected via BT port so at least if internet was down I still have a working phone line.. But not anymore.. I've been moved over to the VOIP input.

Just to add to initial post - my frustration comes as it always blamed on "area" issue however I do not get visits to my property to even check if its my wiring or the equipment. 

This is the third time I've posted... my replies keep disappearing 

Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000001.942QAM 25625
21380000000.641QAM 2561
31460000000.441QAM 2562
41540000000.541QAM 2563
51620000000.641QAM 2564
61700000000.742QAM 2565
71780000000.742QAM 2566
81860000000.842QAM 2567
91940000001.142QAM 2568
102020000001.242QAM 2569
112100000001.742QAM 25610
122180000001.942QAM 25611
13226000000242QAM 25612
142340000002.142QAM 25613
152420000002.142QAM 25614
16250000000242QAM 25615
172580000002.142QAM 25616
182660000002.142QAM 25617
19274000000242QAM 25618
202820000002.142QAM 25619
212900000002.242QAM 25620
222980000002.342QAM 25621
233060000002.342QAM 25622
243140000002.242QAM 25623
25322000000242QAM 25624
263380000002.142QAM 25626
273460000002.142QAM 25627
283540000002.142QAM 25628
29362000000242QAM 25629
30370000000242QAM 25630
313780000002.142QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4218281030
2Locked41240486313
3Locked41129242069
4Locked4198921350
5Locked4188321055
6Locked4290141695
7Locked4276181613
8Locked4269601178
9Locked4257651618
10Locked4245321238
11Locked4269591793
12Locked4239561297
13Locked424011988
14Locked423384825
15Locked4231661009
16Locked4230751384
17Locked422035734
18Locked422019768
19Locked421729989
20Locked4217421031
21Locked4218611586
22Locked421711933
23Locked4220551777
24Locked4218571337
25Locked4221782952
26Locked4225053359
27Locked4216351090
28Locked4223712029
29Locked4220981207
30Locked421799879
31Locked4217811080

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
046200000435120QAM 641
139400000435120QAM 642
23260000042.85120QAM 643
32580000042.55120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0400
1ATDMA0400
2ATDMA0400
3ATDMA0410

 

Network Log

Time Priority Description
24-08-2023 17:44:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:37:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:34:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:54noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:46noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 3 6 7 10 13 17 22 23 24 26 27 28 29 30 31; 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;
24-08-2023 17:28:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:28:19noticeREGISTRATION COMPLETE - Waiting for Operational status
24-08-2023 17:28:12noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:57noticeHonoring MDD; IP provisioning mode = IPv4
24-08-2023 17:27:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:27:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:47criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:26:07criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:25:12warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:11noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:23:03noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:42warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:22:41noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:22:14warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:21:23noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:21:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-08-2023 17:20:42noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:38noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER
24-08-2023 17:20:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status

Client62
Legend

Here is the problem ....

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4218281030
2Locked41240486313
3Locked41129242069
4Locked4198921350
5Locked4188321055
6Locked4290141695
7Locked4276181613
8Locked4269601178
9Locked4257651618

jbrennand
Very Insightful Person
Very Insightful Person

All power levels are fine.

The RS errors whilst high are not increasing over the various posts though.  So they just could represent an historic one-off "event".  Can you do the below to start from a blank sheet.  BQM does look "odd" though.  To interpret Log messages (I cant!) see this post....

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

_________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. Check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.

Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT 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.

Client62
Legend

From the date & time info in the error logs, the 2 snapshots of the logs and DS / US stats appear to be identical.

Yeah apologies, it appears my post was submitted a few times. 

I originally replied back but it didn't show.. so I posted again but that didn't show. so I had to post it a third time.. and this morning i see all 3 other posts were on there lol 

Volt Gig1 + Talk More Anytime
My Broadband Ping - VM Hub5 Status