Virgin Media Community

[NondescriptUN]

New to the forums, but taking comfort in the fact I'm not the only one having this problem.

I didn't want to spend 2hrs doing basic support with the voice team, so here I am attempting to post logs that others have.

My internet has been dropping out all the time for the last week, it's driving me completely up the wall. Also like many others, my Asus AC86U router has been complaining about the DHCP.

I just rebooted a short while ago so here's a few logs. If anything else is needed, I can provide

[NondescriptUN]

Item Status Comments

Acquired Downstream Channel (Hz)	298750000	Locked
Ranged Upstream Channel (Hz)	39399998	Locked
Provisioning State	Online

Upstream

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

1	298750000	-3.7	38	256 qam	21
2	138750000	3.2	40	256 qam	1
3	146750000	2.7	40	256 qam	2
4	154750000	2.4	40	256 qam	3
5	162750000	1.7	40	256 qam	4
6	170750000	1	40	256 qam	5
7	178750000	0.7	40	256 qam	6
8	186750000	0.2	40	256 qam	7
9	194750000	-0.2	40	256 qam	8
10	202750000	-0.7	40	256 qam	9
11	210750000	-1.4	38	256 qam	10
12	218750000	-1.9	33	256 qam	11
13	226750000	-2.5	27	256 qam	12
14	234750000	-3.4	40	256 qam	13
15	242750000	-4.7	40	256 qam	14
16	250750000	-5.7	38	256 qam	15
17	258750000	-7.2	38	256 qam	16
18	266750000	-8.4	38	256 qam	17
19	274750000	-7.4	38	256 qam	18
20	282750000	-6	38	256 qam	19
21	290750000	-4.7	40	256 qam	20
22	306750000	-3	40	256 qam	22
23	314750000	-2.5	40	256 qam	23
24	322750000	-2.2	40	256 qam	24

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

1	Locked	38.9	5	0
2	Locked	40.9	5	0
3	Locked	40.3	6	0
4	Locked	40.9	6	0
5	Locked	40.9	20	0
6	Locked	40.9	0	0
7	Locked	40.9	4	0
8	Locked	40.3	5	0
9	Locked	40.3	13	0
10	Locked	40.9	5	0
11	Locked	38.9	0	0
12	Locked	33.3	81393	4427
13	Locked	27.9	6943476	4114935
14	Locked	40.9	3	0
15	Locked	40.3	6	0
16	Locked	38.9	0	0
17	Locked	38.6	0	0
18	Locked	38.6	1	0
19	Locked	38.9	12	0
20	Locked	38.9	5	0
21	Locked	40.3	4	0
22	Locked	40.3	5	0
23	Locked	40.9	5	0
24	Locked	40.9	18	0

Time	Priority	Description
10/10/2021 12:33:58	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:33:57	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:33:00	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:32:56	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:31:29	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:31:29	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:31:08	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:31:07	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:58	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:58	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:36	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:35	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:28	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:27	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:05	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:30:03	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:29:51	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:29:51	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:28:53	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 12:28:53	Warning!	Lost MDD Timeout;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

[Tudor · Accepted solution]

SNR problems on downstream channels 11 & 12.

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[NondescriptUN]

Thanks a lot.

I rang customer services, who were really great actually, and they're sending an engineer.

It turns out the cable outside the house was damaged a few years ago but taped up, so perhaps worth just replacing it and seeing if that improves things.

[David_Bn]

Thanks for your post on our Community Forums, and a very warm welcome to you @NondescriptUN.

Pleased to hear that we've been able to assign you an engineer.

Do feel free to update us on the visit

Kindest regards,

David_Bn