on 19-12-2022 16:58
We have on-going issues since beginning of November 2022 which, coincidentally, was when we had our Volt speed upgrade to 125Mbs from 100Mbs. Our hub seems to freeze and stop working several times a day. There is an orange light on the Hub3 but our broadband connection disappears and we lose internet connectivity. In most cases the only thing that works is to re-boot the Hub - it rarely reconnects the broadband without intervention. We have had 3 hub replacements, cabling checked and tested and VM report that there are no issues in the area. We are due our 4th hub in 4 days again. We keep getting told it's because of IoT devices and we have "too many devices" connected. Including our laptops, phones, TVs, firesticks, Hive etc we have 30 devices registered on the hub. I can't believe that we are the only uses of IoT on Virgin Media???? Also, we have always had this many devices without any issues previously.
We've also recently moved DHCP off the Hub in an effort to ease any load on the Hub although this was never a problem previously. We have just recently signed a new contract for another 18months with VM in the hope that this would change something. Prior to this period we've been with VM for 16months without any issues.
I've raised a complaint and received an email being told that the resolution is
Here's what we offer as a resolution:
Billing ->Extra guidance on billing
We had our 3rd hub replacement about 5 days ago. Unfortunately I didn't download any logs till today but as you can see we are having reports of
RCS Partial Service
SYNC Timing Synchronization failure
No Ranging Response received - T3 time-out
NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism
I'm at my wits end. Please can anyone point us in the right direction. I've included my logs below.
TIA
Network Log
Time | Priority | Description |
19/12/2022 12:58:18 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2022 10:47:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/12/2022 21:43:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/12/2022 18:33:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/12/2022 11:48:20 | notice | NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/12/2022 16:08:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2022 17:43:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2022 17:43:7 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2022 17:31:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2022 00:48:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2022 13:28:48 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2022 13:26:33 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2022 13:26:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2022 12:26:49 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 19-12-2022 16:59
Cable Modem Status | ||
Item | Status | Comments |
Acquired Downstream Channel (Hz) | 290750000 | Locked |
Ranged Upstream Channel (Hz) | 46200024 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 290750000 | 6 | 40 | 256 qam | 20 |
2 | 202750000 | 7.9 | 40 | 256 qam | 9 |
3 | 210750000 | 7.8 | 40 | 256 qam | 10 |
4 | 218750000 | 8 | 40 | 256 qam | 11 |
5 | 226750000 | 7.8 | 40 | 256 qam | 12 |
6 | 234750000 | 7.5 | 40 | 256 qam | 13 |
7 | 242750000 | 7.1 | 40 | 256 qam | 14 |
8 | 250750000 | 7 | 40 | 256 qam | 15 |
9 | 258750000 | 6.8 | 40 | 256 qam | 16 |
10 | 266750000 | 6.6 | 40 | 256 qam | 17 |
11 | 274750000 | 6.3 | 40 | 256 qam | 18 |
12 | 282750000 | 6 | 40 | 256 qam | 19 |
13 | 298750000 | 6 | 40 | 256 qam | 21 |
14 | 306750000 | 5.8 | 40 | 256 qam | 22 |
15 | 314750000 | 5.9 | 40 | 256 qam | 23 |
16 | 322750000 | 6 | 40 | 256 qam | 24 |
17 | 330750000 | 6 | 40 | 256 qam | 25 |
18 | 338750000 | 6.3 | 40 | 256 qam | 26 |
19 | 346750000 | 6.3 | 40 | 256 qam | 27 |
20 | 354750000 | 6.4 | 40 | 256 qam | 28 |
21 | 362750000 | 6.4 | 40 | 256 qam | 29 |
22 | 370750000 | 6.4 | 40 | 256 qam | 30 |
23 | 378750000 | 6.5 | 40 | 256 qam | 31 |
24 | 386750000 | 6.5 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 15 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.9 | 6 | 0 |
4 | Locked | 40.9 | 4 | 0 |
5 | Locked | 40.9 | 21 | 0 |
6 | Locked | 40.9 | 5 | 0 |
7 | Locked | 40.3 | 4 | 0 |
8 | Locked | 40.3 | 5 | 0 |
9 | Locked | 40.9 | 6 | 0 |
10 | Locked | 40.9 | 7 | 0 |
11 | Locked | 40.9 | 7 | 0 |
12 | Locked | 40.9 | 8 | 0 |
13 | Locked | 40.3 | 10 | 0 |
14 | Locked | 40.9 | 10 | 0 |
15 | Locked | 40.9 | 10 | 0 |
16 | Locked | 40.9 | 11 | 0 |
17 | Locked | 40.3 | 10 | 0 |
18 | Locked | 40.3 | 7 | 0 |
19 | Locked | 40.3 | 12 | 0 |
20 | Locked | 40.3 | 11 | 0 |
21 | Locked | 40.3 | 13 | 0 |
22 | Locked | 40.9 | 16 | 0 |
23 | Locked | 40.3 | 9 | 0 |
24 | Locked | 40.3 | 8 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200024 | 32.5 | 5120 | 64 qam | 11 |
2 | 23600000 | 32.5 | 5120 | 64 qam | 14 |
3 | 32600000 | 32.5 | 5120 | 64 qam | 13 |
4 | 39399979 | 32.5 | 5120 | 64 qam | 12 |
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 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | g87dsfd;kfoA,.iyewrkldJKD |
Primary Downstream Service Flow
SFID | 26390 |
Max Traffic Rate | 143750047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 26387 |
Max Traffic Rate | 22000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 21-12-2022 17:12
Hi TR1,
Thank you for your post and welcome to the forums.
I apologise for the issues you've been faced with here! Thank you also for the information you've provided, it's most helpful when looking into any issues. I have seen enough to know that it would be best to send you a private message so I can confirm some details with you.
Cheers,
Ryan.
on 27-12-2022 10:21
Thanks, Ryan, fantastic service! Our connection is stable again. Your resolution to our problem to increase power levels worked.
on 29-12-2022 11:11
Thanks for the update TR1,
We're really pleased that the engineers visit resolved the issue for you. We'll pass your thanks on to Ryan for you. If you have any further issues, please come back to us through this channel.
Kind regards Jodi.
on 08-01-2023 18:33
Soooo. it's January 2023 now and the changes that the engineer made to our Hub3 that stabilised our Hub3 lasted for 7 days over Christmas then we were back to where we were before. From 2 January things got even worse and we were re-booting the VM Hub about 5-6 times a day. After installing a BQM we could see that the external WAN port remained up and active and the internal LAN port was forwarding data but somewhere in between, in the Hub, there was a failure that we can't explain that was causing our VM Hub to halt and us having to re-boot the device to kick it back into service. Obviously not acceptable. VM agreed to release us penalty free from our recently signed contract. But no other broadband providers have the speeds that we get from VM fibre so we needed to find a solution. We did some more research and bought a Draytek Vigor router, changed our VM Hub3 to modem mode and since installation haven't had to re-boot once. We are getting our full bandwidth download speeds and the broadband connection is stable.
on 10-01-2023 20:05
Hi TR1,
Thank you for updating the thread.
We are sorry to hear the issues you have experienced but it sounds like you have been able to resolve the issue with the new equipment.
If we can assist with anything in the future, please do not hesitate to get in touch.
Thanks,