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Need to restart modem about once a day - is it dying?

Our home connection keeps on dropping and the only way to resolve it is to restart the Modem. Is there anything I can do to analyse the problem?  My suspicion is that the modem is just getting old and locking up, so needs a re-boot which is not great service - should it be replaced?

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Re: Need to restart modem about once a day - is it dying?

Sometimes it indeed a hub ageing, but a more likely culprit is a noise or power issue with your cable connection.  Connect to the hub, don't bother to login, but click on the link for "Check router status" and a window with five tabs will appear, select, copy and paste in replies here the contents of the three tabs titled Downstream, Usptream and Network log.   Do this as text, not screenshots as that's much easier for everybody.

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Re: Need to restart modem about once a day - is it dying?

The values are below - one additional question/point on Modem behaviour, once the connection goes it never seems to re-establish without a restart - surely the purpose of a modem is to keep trying to connect, or does it not know it has dropped?

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)579000000539000000547000000555000000563000000571000000587000000595000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2217181920212324
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)3.333.543.753.924.303.863.022.78
RxMER (dB)36.8436.3936.6136.8437.6437.3637.0937.09
Pre RS Errors79217380747681815029485153656244
Post RS Errors9599499389981002998905978

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID1432
Frequency (Hz)60300000394000004620000053700000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)41.0041.0041.0041.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
21/10/2020 10:30:16 GMT21/10/2020 10:30:16 GMTWarning (5)66050310Auth Success - Web login successful.
20/10/2020 05:53:48 GMT20/10/2020 05:53:48 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
20/10/2020 00:34:59 GMT20/10/2020 00:34:59 GMTNotice (6)68010600DHCP Renew - lease parameters tftp file-******** modified
20/10/2020 00:34:59 GMT20/10/2020 00:34:59 GMTError (4)68010300DHCP RENEW WARNING - Field invalid in response v4 option
20/10/2020 00:05:08 GMT20/10/2020 00:05:08 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/10/2020 00:04:59 GMT20/10/2020 00:04:59 GMTError (4)68000407TOD established
20/10/2020 00:04:44 GMT20/10/2020 00:04:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/10/2020 00:04:42 GMT20/10/2020 00:04:42 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/10/2020 00:04:32 GMT20/10/2020 00:04:32 GMTNotice (6)84000510Downstream Locked Successfully
20/10/2020 00:04:32 GMT20/10/2020 00:04:32 GMTWarning (5)84020200Lost MDD Timeout
20/10/2020 00:03:22 GMT20/10/2020 00:03:22 GMTError (4)68000409TOD not Established
20/10/2020 00:03:11 GMT20/10/2020 00:03:11 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
20/10/2020 00:02:51 GMT20/10/2020 00:02:51 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
20/10/2020 00:02:31 GMT20/10/2020 00:02:31 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
20/10/2020 00:02:11 GMT20/10/2020 00:02:11 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
20/10/2020 00:01:23 GMT20/10/2020 00:01:23 GMTWarning (5)84020200Lost MDD Timeout
20/10/2020 00:01:23 GMT20/10/2020 00:01:23 GMTWarning (5)84020200Lost MDD Timeout
20/10/2020 00:01:23 GMT20/10/2020 00:01:23 GMTWarning (5)84020200Lost MDD Timeout
20/10/2020 00:01:23 GMT20/10/2020 00:01:23 GMTWarning (5)84020200

Lost MDD Timeout

 

 

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Re: Need to restart modem about once a day - is it dying?

OK, regarding the figures, power and SNR are all adequate, but there's a lot of timeouts in the log.  Can you reset the error counters and see how quickly they rise?  All cable hubs collect errors, but it's usually only a problem if they're racking up a fair few post-RS errors.

In terms of the modem and renegotiating the connection, you're right that is how it would normally work, but I don't think from the log that the hub is seeing disconnects - these normally show up as persistent Synch and/or Partial Service flags.  So maybe it is indeed the hub.  

I don't think we'll get much further on this but when the forum staff pick this up they can hopefully advise on a solution.  In the meanwhile, it may be worth setting up a Broadband Quality Monitor, which will check your connection on a rolling basis.  Until you've got a full 24 hours of data it won't normally tell us much, but this can be a useful tool if there's any VM response of "looks good from our side".

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Re: Need to restart modem about once a day - is it dying?

Thanks,

I have reset the counters and setup the monitoring - only time will tell...

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Re: Need to restart modem about once a day - is it dying?

So these are the counter results after about 24hrs.  

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)579000000539000000547000000555000000563000000571000000587000000595000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2217181920212324
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)3.403.523.803.974.283.853.022.82
RxMER (dB)36.8436.3936.3936.8437.3637.6437.0937.09
Pre RS Errors53224770483653662833270432784025
Post RS Errors00000000
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Re: Need to restart modem about once a day - is it dying?

So, this issue still persists - is this an official support channel or do I need to face up to calling customer support?

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Re: Need to restart modem about once a day - is it dying?

Your pre-RS errors are a bit on the high side, but they are automatically corrected by the hub, so at that level should make too much difference to the service.  All of which says that the hub may be on its last legs.  There is an "upgrade my hub" page somewhere on the VM site, but it is outstandingly well hidden even from the site search engine, and even when found it generally doesn't work.

I'll flag your post for the forum staff to pick up, and they may be able to get a new hub posted out, but be aware that the response time could be a couple of days (the forum isn't setup as first line support, so isn't staffed for rapid response).  You could try phoning it in, but I suspect the farm workers employed offshore will fail to sort the matter out for you, so I'd wait if in your shoes.

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Re: Need to restart modem about once a day - is it dying?

Hi KevskiTheBrick, thanks for the message and sorry to hear that you are having issues with the hub, I have checked the area and there is no outages and will send you a private message so that this can be looked into further for you. Chris 

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Re: Need to restart modem about once a day - is it dying?

Hi KevskiTheBrick, we are glad to see that this is on the way to getting resolved. Please let us know how it goes and if you have any issues. Chris 

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