Virgin Media Community

[Punisher]

Getting lots of timeouts and dropped connections, need to get this fixed.

Network LogTime Priority Description

17/01/2021 21:51:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 14:58:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 03:40:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 14:12:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 12:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:48:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:18:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:13:4	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:10:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:10:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:10:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:10:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 11:09:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 22:23:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 12:31:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 06:05:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 12:31:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	0	40	256 qam	9
2	211000000	0	40	256 qam	10
3	219000000	-0.2	40	256 qam	11
4	227000000	-0.2	40	256 qam	12
5	235000000	-0.7	40	256 qam	13
6	243000000	-0.9	40	256 qam	14
7	251000000	-1.2	40	256 qam	15
8	259000000	-1.5	40	256 qam	16
9	267000000	-1.7	40	256 qam	17
10	275000000	-2	40	256 qam	18
11	283000000	-1.9	40	256 qam	19
12	291000000	-1.5	40	256 qam	20
13	299000000	-1.2	40	256 qam	21
14	307000000	-1.4	40	256 qam	22
15	315000000	-1.5	40	256 qam	23
16	323000000	-1.9	40	256 qam	24
17	331000000	-1.7	40	256 qam	25
18	339000000	-1.4	40	256 qam	26
19	347000000	-1	40	256 qam	27
20	355000000	-0.5	40	256 qam	28
21	363000000	-0.5	40	256 qam	29
22	371000000	-0.7	40	256 qam	30
23	379000000	-0.7	40	256 qam	31
24	387000000	-1.2	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	556	0
2	Locked	40.3	567	0
3	Locked	40.9	513	0
4	Locked	40.9	535	0
5	Locked	40.3	600	0
6	Locked	40.9	638	0
7	Locked	40.9	607	0
8	Locked	40.9	508	0
9	Locked	40.3	557	0
10	Locked	40.9	635	0
11	Locked	40.3	621	0
12	Locked	40.3	644	0
13	Locked	40.9	682	0
14	Locked	40.3	677	0
15	Locked	40.3	677	0
16	Locked	40.3	1059	1
17	Locked	40.3	1547	1
18	Locked	40.3	738	0
19	Locked	40.3	666	1
20	Locked	40.3	747	3
21	Locked	40.9	714	0
22	Locked	40.9	572	0
23	Locked	40.9	435	0
24	Locked	40.3	380	0

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

1	25800128	51	5120	64 qam	12
2	46199702	51	5120	64 qam	7
3	39399881	51	5120	64 qam	8
4	32600380	51	5120	64 qam	11

Upstream bonded channelsChannel 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	1	0
4	ATDMA	0	0	1	0

[Punisher]

What can be done about this crappy connection?

[jbrennand]

Not looking great, up powers are very high, but it needs VM to take a look.

Try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection - the call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” option (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality