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Not the most stable broadband service

rdpage
Joining in

Hi, I know enough about home networks to get around but over the last two months the service from virgin has been poor.  It feels like a lot of micro drop outs where the hub WiFi recovers very quickly but anything connected to the Etherley takes an age to recover or doesn't until I reboot the hub.  I did run a mesh Network using BT discs (couldn't get virgin one to work at all) and now that simply does not work at all.  I'm really at the point of leaving even though the speed will be a lot lower it will be worth for the stability.

This is what I see in the log

Time Priority Description

Fri 17/03/2023
09:02:56
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970
00:01:21
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/03/2023
08:59:51
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
19:12:45
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
17:58:25
6US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
16:47:52
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
15:29:01
6US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
15:18:49
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
14:36:22
6US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/03/2023
14:24:37
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

Any help appreciated

1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

Some things to try;

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

Once done we can comment.  The BT discs should work with the VM kit, there are several users here who have reported success with them.

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See where this Helpful Answer was posted

7 REPLIES 7

Adduxi
Very Insightful Person
Very Insightful Person

Some things to try;

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

Once done we can comment.  The BT discs should work with the VM kit, there are several users here who have reported success with them.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Thanks, Adduxi I will look at the items suggested.

Here are the downstream power levels

3.0 Downstream channels

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

253307500004.540.4QAM25625
81947500004.838.6QAM2568
92027500004.439QAM2569
102107500003.739QAM25610
112187500003.539QAM25611
122267500003.639QAM25612
132347500003.639QAM25613
142427500003.938.6QAM25614
152507500003.939QAM25615
162587500004.339QAM25616
172667500004.538.6QAM25617
18274750000540.4QAM25618
192827500004.740.4QAM25619
202907500004.540.4QAM25620
212987500004.639QAM25621
223067500005.140.4QAM25622
233147500005.440.4QAM25623
243227500004.840.4QAM25624
263387500004.340.4QAM25626
273467500004.140.9QAM25627
283547500004.140.4QAM25628
293627500003.440.4QAM25629
303707500003.440.4QAM25630
313787500002.940.4QAM25631
323867500003.440.4QAM25632
333947500003.540.9QAM25633
344027500003.540.4QAM25634
354107500004.140.9QAM25635
36418750000440.4QAM25636
37522750000240.4QAM25637
385307500001.840.4QAM25638



3.0 Downstream channels

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

25Locked40.36628700
8Locked38.60537700
9Locked38.98326100
10Locked38.98326100
11Locked38.98326100
12Locked38.98326100
13Locked38.98326100
14Locked38.60537700
15Locked38.98326100
16Locked38.98326100
17Locked38.60537700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked38.98326100
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.94620900
34Locked40.36628700
35Locked40.94620900
36Locked40.36628700
37Locked40.36628700
38Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
39944K1800QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
39Locked424.1704406555
 

And the upstream power levels

3.0 Upstream channels

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

14960000042.35120 KSym/secQAM641
22360000040.85120 KSym/secQAM329
330100000415120 KSym/secQAM644
43660000041.35120 KSym/secQAM643
54310000041.35120 KSym/secQAM642



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1010.438.02KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
10OFDMA20853.400

Adduxi
Very Insightful Person
Very Insightful Person

US channels should all be 64 QAM. If they are not, it’s indicative of noise on the circuit and will need VM to investigate and fix. 
The rest of the power levels are okay. 

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Hi Adduxi,

Thank you for reaching out to us in our community and welcome, sorry to hear your connection has been unstable, I was able to locate you on our system with the details we have for you and cannot see any issues other than a reset needed, as some issues can occur with the software please do a reset on the Hub, push a pin/ paper clip in the reset hole at the back of the Hub and keep pressed in for a full timed 1 minute.

Regards

Paul.

Hi Paul

I chatted with one of your colleagues online and did the reset, he also supposedly did something and after 30 mins I did another restart.  The problem I have is that I still see one of the upstream channels (channel 2) set at QAM32 which I have read in these communities is not correct and the same was said in this thread

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID14960000041.85120 KSym/secQAM64122360000040.55120 KSym/secQAM32933010000040.85120 KSym/secQAM644436600000415120 KSym/secQAM643543100000415120 KSym/secQAM642

I also run a mesh network using BT discs and no matter what I do I cannot get this stable, it worked fine until you developed a fault in January that was not fixed until March, again reading in the community and this thread there should be no issue using the bt discs, but mine drop out almost every 10-15 mins and unless I restart take 5+ mi s to recover, I don't know what is causing this the hub or the discs.  

What I do know this is taking up far to much of my time to try and resolve.

Regards

Robert

Hi rdpage, thanks for the message and welcome back to the forums. 

I have looked at the area and can see that there are no outages affecting you. 

I have run a test on Samknows and can see that you are getting the correct speed and there has been no drops over the last week .

Can you confirm if you are still having issues with the service since posting?

Kind regards, Chris.