Virgin Media Community

[rdpage]

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	5	MIMO 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	3	No 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	4	DHCP 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	3	No 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	6	US 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	3	No 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	6	US 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	3	No 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	6	US 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	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Any help appreciated

[Adduxi · Accepted solution]

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.

[rdpage]

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

25	330750000	4.5	40.4	QAM256	25
8	194750000	4.8	38.6	QAM256	8
9	202750000	4.4	39	QAM256	9
10	210750000	3.7	39	QAM256	10
11	218750000	3.5	39	QAM256	11
12	226750000	3.6	39	QAM256	12
13	234750000	3.6	39	QAM256	13
14	242750000	3.9	38.6	QAM256	14
15	250750000	3.9	39	QAM256	15
16	258750000	4.3	39	QAM256	16
17	266750000	4.5	38.6	QAM256	17
18	274750000	5	40.4	QAM256	18
19	282750000	4.7	40.4	QAM256	19
20	290750000	4.5	40.4	QAM256	20
21	298750000	4.6	39	QAM256	21
22	306750000	5.1	40.4	QAM256	22
23	314750000	5.4	40.4	QAM256	23
24	322750000	4.8	40.4	QAM256	24
26	338750000	4.3	40.4	QAM256	26
27	346750000	4.1	40.9	QAM256	27
28	354750000	4.1	40.4	QAM256	28
29	362750000	3.4	40.4	QAM256	29
30	370750000	3.4	40.4	QAM256	30
31	378750000	2.9	40.4	QAM256	31
32	386750000	3.4	40.4	QAM256	32
33	394750000	3.5	40.9	QAM256	33
34	402750000	3.5	40.4	QAM256	34
35	410750000	4.1	40.9	QAM256	35
36	418750000	4	40.4	QAM256	36
37	522750000	2	40.4	QAM256	37
38	530750000	1.8	40.4	QAM256	38

3.0 Downstream channels

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

25	Locked	40.366287	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.946209	0	0
34	Locked	40.366287	0	0
35	Locked	40.946209	0	0
36	Locked	40.366287	0	0
37	Locked	40.366287	0	0
38	Locked	40.366287	0	0

3.1 Downstream channels

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

39

94

4K

1800

QAM4096

424

3.1 Downstream channels

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

39

Locked

42

4.1

70440655

5

[rdpage]

And the upstream power levels

3.0 Upstream channels

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

1	49600000	42.3	5120 KSym/sec	QAM64	1
2	23600000	40.8	5120 KSym/sec	QAM32	9
3	30100000	41	5120 KSym/sec	QAM64	4
4	36600000	41.3	5120 KSym/sec	QAM64	3
5	43100000	41.3	5120 KSym/sec	QAM64	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

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

10

10.4

38.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

53.4

0

0

[Adduxi]

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. 

[Paul_DN]

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.

[rdpage]

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

[Chris_W1]

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.