Virgin Media Community

[Zak_M]

Thank you for coming back to us. 

We need a minimum of 24 hours data collated on the BQM.

Kind regards,

Zak_M

[adamparker]

*BQM status graph looks exceptionally well, and normal based on guidance of the examples. Is around 20-22 hours worth of data compiled currently. 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also post a link to the live share of the BQM

Somebody may be able to spot something!

[adamparker]

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	3.4	40	256 qam	9
2	211000000	3.2	40	256 qam	10
3	219000000	3	40	256 qam	11
4	227000000	3.2	40	256 qam	12
5	235000000	2.9	40	256 qam	13
6	243000000	2.5	40	256 qam	14
7	251000000	2	40	256 qam	15
8	259000000	1.7	40	256 qam	16
9	267000000	1.4	40	256 qam	17
10	275000000	1.4	40	256 qam	18
11	283000000	2.2	40	256 qam	19
12	291000000	2.5	40	256 qam	20
13	299000000	3	40	256 qam	21
14	307000000	2.7	40	256 qam	22
15	315000000	2.7	40	256 qam	23
16	323000000	2.9	40	256 qam	24
17	331000000	3	40	256 qam	25
18	371000000	3.2	40	256 qam	26
19	379000000	3.2	40	256 qam	27
20	387000000	3	40	256 qam	28
21	395000000	3	40	256 qam	29
22	403000000	2.4	40	256 qam	30
23	411000000	2.2	40	256 qam	31
24	419000000	2.2	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	180	0
2	Locked	40.3	252	0
3	Locked	40.9	293	0
4	Locked	40.9	205	0
5	Locked	40.3	228	0
6	Locked	40.9	234	0
7	Locked	40.9	792	0
8	Locked	40.3	274	0
9	Locked	40.9	390	0
10	Locked	40.3	543	12
11	Locked	40.3	596	24
12	Locked	40.3	695	28
13	Locked	40.3	538	22
14	Locked	40.9	250	0
15	Locked	40.9	313	0
16	Locked	40.9	330	0
17	Locked	40.3	300	0
18	Locked	40.3	142	0
19	Locked	40.3	134	0
20	Locked	40.3	207	0
21	Locked	40.3	171	0
22	Locked	40.3	285	0
23	Locked	40.3	171	0
24	Locked	40.3	355	0

[adamparker]

Upstream bonded channels

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

1	46200000	44.3	5120	64 qam	1
2	25800043	43.3	5120	64 qam	4
3	39400000	43.8	5120	64 qam	2
4	32600000	43.3	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	3	0

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	549154
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	549153
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[adamparker]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d814d8f9e2154640c756fc1c2e94d77c91...

Please review above for the BQM graph. 

[Zak_M]

Thank you for coming back to us. 

Having taken a look over your account I can see that you hub hasn't been rebooted for 31 days,  please could you preform a pinhole rest on the hub for me. 

Kind regards,

Zak_M

[adamparker]

Hi Zak,

I've given a power cycle of all devices. 

Kind regards,
Adam.

[adamparker]

*To note, issues are still not fixed, same rate of occurence. 

[Katie_WT]

Afternoon @adamparker

Thanks so much for popping back to us - we can see that the Hub was rebooted around 3 days ago now so thanks for giving that a go. 

Your BQM isn't showing any drop outs at all and is looking very healthy and it shows that your are not loosing connection to the broadband when you experience the drop outs.

I have also taken a fresh look at your hub stats from this end; they are all within the parameters we would expect for your package and equipment. We have no errors showing and no known area issues. 

We can see that you are currently in Modem mode which means we are a bit restricted on what further checks we can run from here; I see from your original post that the same issues happened in Hub mode? 

Do you have many devices connected currently? Usually we can check that from here but with you being in Modem mode we can't I'm afraid. Are you able to change back to Hub mode so we can run through some more diagnostics for you? 

Cheers