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Losing connection (LE4 area with HUB 4)

boddyr
On our wavelength

on ‎21-12-2022 14:48

Hi all,

For the last 3 or so days I have been constantly losing connection throughout the day.

No status checks in the area ever come back with any issues.

I can get the connection back by turning the hub off and on, but it will stop again anywhere between 10 mins and 2 hours later.

It sounds like the hub is on its last legs, unless there are issues in the area

Checked all the connections etc

Any help greatly appreciated.

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26 REPLIES 26

Tudor
Very Insightful Person
Very Insightful Person

on ‎21-12-2022 15:38

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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boddyr
On our wavelength
In response to Tudor

on ‎21-12-2022 15:50

I've checked with area faults and there are not any issues in my area.

I think I will wait for someone to post here, as my last interractions with ringing customer service were terrible.

0 Kudos

boddyr
On our wavelength
In response to boddyr

on ‎23-12-2022 18:26

Some Network errors if it helps...

 

Time Priority Description

Wed Dec 21 14:41:15 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:41:48 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:41:56 20225RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:42:01 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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;
Wed Dec 21 14:53:18 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:01 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:01 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:02 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:11 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:11 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:54:11 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:58:07 20223Received 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;
Wed Dec 21 14:59:00 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:59:31 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:03:38 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:17:09 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:17:13 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; 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;
Wed Dec 21 15:17:14 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:17:52 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:17:52 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:18:13 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:18:15 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:18:15 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:18:16 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:22:31 20223Received 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;
Wed Dec 21 15:23:16 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:24:52 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:25:00 20225RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:25:25 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 15:15:34 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:29:36 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:29:37 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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;
Fri Dec 23 17:29:38 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:29:53 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:29:54 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:30:20 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:30:20 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:30:39 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:35:17 20223Received 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;
Fri Dec 23 17:35:26 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:35:32 20223Received 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;
Fri Dec 23 17:35:38 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:36:04 20223Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:36:04 20223Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:36:33 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 23 17:37:46 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Megan_L
Forum Team
Forum Team
In response to boddyr

on ‎23-12-2022 18:26

Hi Boddyr, 

Thanks for using the forums to get this issue with your broadband connection looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I'd like to just ask a few questions about the issue if you don't mind 🙂 

  • Does the issue affect WIFI devices only or Ethernet as well?
  • When the connection drops, do all devices disconnect at the same time? 
  • Can you double check all wires and cables are tightly connected please? 

Thanks,

Megan_L

 

 

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boddyr
On our wavelength
In response to Megan_L

on ‎23-12-2022 20:14

  • Does the issue affect WIFI devices only or Ethernet as well? - Both
  • When the connection drops, do all devices disconnect at the same time? Yes
  • Can you double check all wires and cables are tightly connected please? All cabling is tight
0 Kudos

boddyr
On our wavelength
In response to boddyr

on ‎24-12-2022 14:53

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0
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boddyr
On our wavelength
In response to boddyr

on ‎24-12-2022 14:53

3.0 Downstream channels

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

5171000000-3.59999837.636276QAM2565
1139000000-6.40000236.609653QAM2561
2147000000-5.20000136.609653QAM2562
3155000000-5.00000037.355988QAM2563
4163000000-6.40000236.609653QAM2564
6179000000-4.00000037.636276QAM2566
7187000000-4.90000237.636276QAM2567
8195000000-3.79999937.355988QAM2568
9203000000-2.00000038.605377QAM2569
10211000000-4.29999937.636276QAM25610
11219000000-2.70000138.605377QAM25611
12227000000-2.29999938.605377QAM25612
13235000000-1.79999938.983261QAM25613
14243000000-2.09999838.605377QAM25614
15251000000-0.79999938.983261QAM25615
16259000000-1.59999838.605377QAM25616
17267000000-1.40000238.983261QAM25617
18275000000-1.40000238.605377QAM25618
192830000000.79999938.605377QAM25619
20291000000-0.20000138.605377QAM25620
21299000000-0.20000138.605377QAM25621
223070000000.79999938.983261QAM25622
233150000000.79999938.605377QAM25623
24323000000-1.20000138.605377QAM25624
253310000000.40000238.605377QAM25625
263390000001.59999838.983261QAM25626
273470000001.20000138.983261QAM25627
283550000000.50000038.605377QAM25628
293630000001.59999838.605377QAM25629
303710000002.09999838.983261QAM25630
313790000001.09999838.983261QAM25631



3.0 Downstream channels

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

5Locked37.6362762239609
1Locked36.6096537713577
2Locked36.6096532508591
3Locked37.3559882258409
4Locked36.6096532989647
6Locked37.6362762355631
7Locked37.6362762708576
8Locked37.3559882493620
9Locked38.6053772171522
10Locked37.6362762730620
11Locked38.60537723831966
12Locked38.6053772508544
13Locked38.9832612321501
14Locked38.6053772333730
15Locked38.9832612179759
16Locked38.60537722612202
17Locked38.9832612127602
18Locked38.6053772403515
19Locked38.6053771894410
20Locked38.6053771767420
21Locked38.6053771972461
22Locked38.9832611631249
23Locked38.6053771469216
24Locked38.6053772010433
25Locked38.6053771772304
26Locked38.9832611400215
27Locked38.9832611535203
28Locked38.6053771695364
29Locked38.6053771628232
30Locked38.9832611537232
31Locked38.9832611521236



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
39964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
39Locked422.0236858052604
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boddyr
On our wavelength
In response to boddyr

on ‎24-12-2022 14:54

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000048.0205995120 KSym/sec64QAM4
24620000047.2705995120 KSym/sec64QAM1
33940000047.7705995120 KSym/sec64QAM2
43260000047.7705995120 KSym/sec64QAM3


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA00211
2US_TYPE_STDMA00523
3US_TYPE_STDMA00523
4US_TYPE_STDMA00690


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boddyr
On our wavelength
In response to boddyr

on ‎24-12-2022 14:54

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt060-b.cm


Primary Downstream Service Flow

SFID
67086
Max Traffic Rate
287500061
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow

SFID
67085
Max Traffic Rate
27500061
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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