MDD message timeout

[Anonymous]

Hello,

I seem to have some issues with my Hub 5 and not sure if I have a noisy line. Here are my stats:

Network Log

Time Priority Description

24-10-2022 13:04:01	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 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;C
24-10-2022 13:03:44	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 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;C
24-10-2022 13:03:39	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 10:07:55	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 10:02:52	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 04:14:02	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 21:36:51	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-V
23-10-2022 21:36:44	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 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;C
23-10-2022 21:36:36	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 21:36:34	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 21:36:34	notice	CM-STATUS message sent. Event Type Code: 2; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-V
23-10-2022 17:04:43	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 17:04:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 17:04:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-10-2022 16:47:34	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 23:46:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 23:46:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 19:15:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 19:15:55	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:53:16	notice	REGISTRATION COMPLETE - Waiting for Operational status
22-10-2022 09:53:09	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:53:07	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:53:01	notice	DS 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;
22-10-2022 09:53:00	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:52:51	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:52:49	notice	Honoring MDD; IP provisioning mode = IPv4
22-10-2022 09:52:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:52:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:52:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-10-2022 09:52:17	critical	Received 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;
22-10-2022 09:52:16	critical	Received 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;
22-10-2022 09:52:15	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Downstream bonded channels

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

1	411000000	11.3	41	QAM 256	1
2	419000000	11.2	41	QAM 256	2
3	427000000	10.9	41	QAM 256	3
4	435000000	10.6	41	QAM 256	4
5	443000000	10.3	40	QAM 256	5
6	451000000	9.8	40	QAM 256	6
7	459000000	9.4	41	QAM 256	7
8	467000000	9.4	41	QAM 256	8
9	475000000	9.8	41	QAM 256	9
10	483000000	10	40	QAM 256	10
11	491000000	10	41	QAM 256	11
12	499000000	10.3	41	QAM 256	12
13	507000000	10.2	41	QAM 256	13
14	515000000	10.2	41	QAM 256	14
15	523000000	10	41	QAM 256	15
16	531000000	10	41	QAM 256	16
17	539000000	10.2	41	QAM 256	17
18	547000000	10	41	QAM 256	18
19	555000000	10.1	41	QAM 256	19
20	563000000	10.1	41	QAM 256	20
21	571000000	10.1	41	QAM 256	21
22	579000000	10.1	41	QAM 256	22
23	587000000	9.9	41	QAM 256	23
24	595000000	9.9	41	QAM 256	24
25	603000000	9.8	41	QAM 256	25
26	611000000	9.5	41	QAM 256	26
27	619000000	9.2	41	QAM 256	27
28	627000000	9.4	41	QAM 256	28
29	635000000	9.4	41	QAM 256	29
30	643000000	9.6	41	QAM 256	30
31	651000000	9.5	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	3792	5522
2	Locked	41	346	13
3	Locked	41	2364	4068
4	Locked	41	1965	3232
5	Locked	40	3453	5328
6	Locked	40	4897	7062
7	Locked	41	4855	6874
8	Locked	41	4740	6966
9	Locked	41	1070	1226
10	Locked	40	4801	6644
11	Locked	41	4893	6503
12	Locked	41	4850	6364
13	Locked	41	279	13
14	Locked	41	3312	4470
15	Locked	41	3373	4444
16	Locked	41	1065	982
17	Locked	41	3491	4014
18	Locked	41	3566	3864
19	Locked	41	1221	846
20	Locked	41	1226	818
21	Locked	41	1258	799
22	Locked	41	3730	3343
23	Locked	41	3819	3346
24	Locked	41	1318	686
25	Locked	41	3981	3141
26	Locked	41	1316	614
27	Locked	41	5686	3531
28	Locked	41	4148	2394
29	Locked	41	4094	2178
30	Locked	41	4078	2066
31	Locked	41	4053	1816

Upstream bonded channels

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

0	49600000	39	5120	QAM 64	1
1	43100000	38.5	5120	QAM 64	2
2	36600000	38	5120	QAM 64	3
3	30100000	37.5	5120	QAM 64	4
4	23600000	37.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Tudor]

Some downstream power levels are too high and out of spec, also lots of errors. You probably need a technician’s visit to rectify unless there is a area problem.

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.

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

If no 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.

[Anonymous]

Thanks for your reply.

I called the 0800 number and there are no faults in the area. I will wait for a VM staff member to get to my post.

[Kath_F]

Hi fibrejay, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

Taking a look at things this end, I can see your downstream power levels are too high. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi fibrejay, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24hours, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Anonymous]

Hi,

Just to let you know that the engineer has resolved this. 

Many thanks for your help.

[Reece_MH]

Hi @Anonymous,

Thanks for coming back to us with an update. I'm glad to hear one of our Technicians have been able to resolve the issue for you.

Please do feel free to make a new post if you need anything else, and our team/community will be happy to help.

Cheers,