Virgin Media Community

[owen_a]

Hi all,

This place is really my last resort right now. I've been having constant random network dropouts all this year, and despite having atleast 6 engineers out, they've all failed to resolve the issue which has given me no choice but to raise a formal complaint. However, I'd still like to know what you all think, and whether you can see anything in the logs that I'm not seeing (still learning to read these logs). I'm pretty technical, I'm a senior software engineer with somewhat of a good understanding of networking, but when it comes to modem's and internally how they work, i'm out 🙂

Anyways, this is what each engineer has done so far when they have come out in somewhat of an order I remember;

1. Swapped Superhub.
2. Swapped Superhub again.
3. Swapped Superhub again.
4. Installed a signal booster
5. Removed signal booster - was told you only need that when you're quite far away from the cabinet which I am not.
6. Checked the wires and they were fine. Also replaced each cable end connector coming into and out of the property.
7. Swapped superhub.

You can clearly see the process is to swap stuff until it works and they can call it a day. This issue needs a proper network engineer which is why I raised the formal complaint recently because a year of this is just a p*** take.

Anyways, with the new superhub now installed from a couple days ago, this is its current logs;

Time	Priority	Description
12/12/2022 18:18:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC= **:**:**:**:**:**;CMTS-MAC= **:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2022 18:18:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= **:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:12:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:11:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:11:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:11:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:11:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 11:11:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 19:35:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 12:19:39	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 12:19:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 11:26:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 11:26:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 11:07:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 11:04:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:49	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:49	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

This is my thinkbroadband bandwidth quality monitor;
13/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a2dcb6ad5110aa052a28c231d1d465f1d...

11/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/2acdce616f8c2ceb12cd9515e37780f62f...

10/12/220 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/9238709e91015c22f70f5ed6131f1bf8b9...

09/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/9cb3e898e73c35a3ae35086ee662590aea...

08/12/2022 - https://www.thinkbroadband.com/broadband/monitoring/quality/share/a40fe05b8a67e2f37a5b5a5dce6715a36b...

Etc, you get the idea. Some days are worse than others, i've had about 5-6 drop outs before.

What do you all think?

Thanks,

Owen

[owen_a]

Forgot to add my Downstream and Upstream info;

Downstream bonded channels

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

1	331000000	5.1	40	256 qam	25
2	339000000	5	40	256 qam	26
3	347000000	5.1	40	256 qam	27
4	355000000	5.3	40	256 qam	28
5	363000000	5.3	40	256 qam	29
6	371000000	5	40	256 qam	30
7	379000000	5.3	40	256 qam	31
8	387000000	5.3	40	256 qam	32
9	395000000	5.5	40	256 qam	33
10	403000000	5.5	40	256 qam	34
11	411000000	5.5	40	256 qam	35
12	419000000	5.5	40	256 qam	36
13	427000000	5.3	40	256 qam	37
14	435000000	5.1	40	256 qam	38
15	443000000	5	40	256 qam	39
16	451000000	5	40	256 qam	40
17	459000000	5.3	40	256 qam	41
18	467000000	5.4	40	256 qam	42
19	475000000	5.6	40	256 qam	43
20	483000000	5.9	40	256 qam	44
21	491000000	5.9	40	256 qam	45
22	499000000	5.8	40	256 qam	46
23	507000000	5.9	40	256 qam	47
24	515000000	6	40	256 qam	48

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.3	1	0
3	Locked	40.9	7	0
4	Locked	40.3	3	0
5	Locked	40.3	5	0
6	Locked	40.3	6	0
7	Locked	40.3	6	0
8	Locked	40.9	6	0
9	Locked	40.9	5	0
10	Locked	40.3	8	0
11	Locked	40.3	6	0
12	Locked	40.3	6	0
13	Locked	40.3	8	0
14	Locked	40.3	5	0
15	Locked	40.3	9	0
16	Locked	40.9	7	0
17	Locked	40.3	5	0
18	Locked	40.3	18	0
19	Locked	40.3	4	0
20	Locked	40.3	7	0
21	Locked	40.3	6	0
22	Locked	40.3	7	0
23	Locked	40.9	6	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	49599981	45.5	5120	64 qam	1
2	23600021	45.5	5120	64 qam	5
3	30099986	45.5	5120	64 qam	4
4	36600002	45.5	5120	64 qam	3
5	43099991	45.5	5120	64 qam	2

Upstream bonded 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

[Tom_W1]

Hi @owen_a thanks for your post, although I'm sorry to hear of your concerns raised regarding your connectivity issues.

I've ran some checks for you, and I can see that all the logs are within specifications such as upstream/downstream levels, so there's no signs of any problems as things stand.

How have things been over the last few days for you?

Many thanks

[owen_a]

Hi Tom,

It's dropped 3-4 times a day since I wrote my original post. It has to be something more deeper within the network within my area. I'm sure others have complained of the same thing. It'll appear fine, but then drop. The superhub literally restarts.

This is the BQM from the 15th;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1ebe80061e9a05cac03711aa08f6231a63...

This is the 14th;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4e1859e092c7fd0c6cca5dd2c4018f582f...

This is the 13th;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a2dcb6ad5110aa052a28c231d1d465f1d...

Thanks,

Owen

[Molly_T]

Hi Owen, thanks for getting back to us! Sorry to hear you are still having issues. 

I'm going to send you a PM so I can confirm a few account details and look into this further for you. 

You can find the PM in the top right corner of the page in your Inbox. 

We can then return to this public thread with an update when possible. 

All the best!