Virgin Media Virgin Media Community

sitereportuk · ‎29-06-2021

Throughout today, I've been having issues with the TV glitching and broadband dropping out (no internet). I've rebooted the router, TV box, etc multiple times and run a test via the VM website and an appointment was made for Thursday am. However, I've received no confirmation of the appointment and I'm unsure whether the engineer will turn up or not. As I'm working from home, stable internet connection is vital. This isn't a wifi issue... I'm fully aware of the issue with the hub so use that in modem mode and have some Deco M5s to ensure wifi is good throughout my house. How can I check if there's my appointment has been made please? Thanks in advance.

sitereportuk · ‎12-07-2021

Will do. Thanks.

sitereportuk · ‎13-07-2021

The VM engineer, Chris, found the issue. A squashed cable! Replacing it seems to have fixed the issue.

I've set up a BQM but it's still showing l00% packet loss and am wondering whether this is due to me using Modem Mode now that I've re-set up my mesh system.

Here are the logs...

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 4 40 256 qam 9
2 210750000 3.9 40 256 qam 10
3 218750000 3.7 40 256 qam 11
4 226750000 3.7 40 256 qam 12
5 234750000 3.7 40 256 qam 13
6 242750000 3.5 40 256 qam 14
7 250750000 3.7 40 256 qam 15
8 258750000 3.7 40 256 qam 16
9 266750000 3.5 40 256 qam 17
10 274750000 3.2 40 256 qam 18
11 282750000 3.7 40 256 qam 19
12 290750000 3.5 40 256 qam 20
13 298750000 4 40 256 qam 21
14 306750000 4 40 256 qam 22
15 314750000 3.5 40 256 qam 23
16 322750000 3.4 40 256 qam 24
17 330750000 3.5 40 256 qam 25
18 370750000 3.2 40 256 qam 26
19 378750000 3.2 40 256 qam 27
20 386750000 3 40 256 qam 28
21 394750000 3 40 256 qam 29
22 402750000 3 40 256 qam 30
23 410750000 3.2 40 256 qam 31
24 418750000 3.2 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 7 0
2 Locked 40.3 6 0
3 Locked 40.9 6 0
4 Locked 40.3 7 0
5 Locked 40.3 5 0
6 Locked 40.3 4 0
7 Locked 40.3 7 0
8 Locked 40.9 5 0
9 Locked 40.3 6 0
10 Locked 40.9 6 0
11 Locked 40.3 5 0
12 Locked 40.9 6 0
13 Locked 40.3 17 0
14 Locked 40.9 8 0
15 Locked 40.9 5 0
16 Locked 40.9 5 0
17 Locked 40.9 4 0
18 Locked 40.9 0 0
19 Locked 40.9 6 0
20 Locked 40.3 5 0
21 Locked 40.3 5 0
22 Locked 40.3 5 0
23 Locked 40.3 6 0
24 Locked 40.3 8 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 49.5 5120 64 qam 1
2 39400000 48 5120 64 qam 4
3 46200000 48.5 5120 64 qam 3
4 53699985 49 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

No warnings or critical events in the network log.

Are the logs all looking like things are in spec? Thanks in advance.

lotharmat · ‎13-07-2021

Those stats look a lot better - watch the upstream - as they are close to max - but not on or over it!

The wall of red will likely be because you have 'respond to ICMP echo or ping' switched off in the MESH system!

Should be a quick fix as you just need to find it (probably WAN --> Security or something) and enable it!

------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

sitereportuk · ‎13-07-2021

Thank you. That’s much appreciated.

Ayisha_B · ‎13-07-2021

Hi @sitereportuk

Thanks for popping by with an update. Glad to hear the engineer managed to get to the bottom of things.

Please continue to monitor things and if you do have any further issues, give us a shout

Regards

Ayisha_B
Forum Team
New around here? Check out the do's and don'ts, in our Community FAQs

sitereportuk · ‎14-07-2021

GRRRR!! I've been getting some connection issues again this morning.

The engineer did mention that there were intermittent power issues in the cabinet before finding the squashed cable so not sure if that's what's causing the problem.

Here are my logs:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 4 40 256 qam 9
2 210750000 3.9 40 256 qam 10
3 218750000 3.7 40 256 qam 11
4 226750000 3.7 40 256 qam 12
5 234750000 3.9 40 256 qam 13
6 242750000 3.5 40 256 qam 14
7 250750000 3.7 40 256 qam 15
8 258750000 3.7 40 256 qam 16
9 266750000 3.7 40 256 qam 17
10 274750000 3.4 40 256 qam 18
11 282750000 3.7 40 256 qam 19
12 290750000 3.7 40 256 qam 20
13 298750000 4.1 40 256 qam 21
14 306750000 4 40 256 qam 22
15 314750000 3.5 40 256 qam 23
16 322750000 3.5 40 256 qam 24
17 330750000 3.5 40 256 qam 25
18 370750000 3.4 40 256 qam 26
19 378750000 3.2 40 256 qam 27
20 386750000 3.2 40 256 qam 28
21 394750000 3.2 40 256 qam 29
22 402750000 3.2 40 256 qam 30
23 410750000 3.4 40 256 qam 31
24 418750000 3.4 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 18 0
2 Locked 40.9 17 0
3 Locked 40.9 13 0
4 Locked 40.3 13 0
5 Locked 40.3 16 0
6 Locked 40.3 13 0
7 Locked 40.3 28 0
8 Locked 40.3 11 0
9 Locked 40.9 16 0
10 Locked 40.9 20 0
11 Locked 40.3 19 0
12 Locked 40.3 17 0
13 Locked 40.9 34 0
14 Locked 40.9 22 0
15 Locked 40.3 14 0
16 Locked 40.9 17 0
17 Locked 40.9 9 0
18 Locked 40.3 3 0
19 Locked 40.3 30 0
20 Locked 40.9 19 0
21 Locked 40.9 9 0
22 Locked 40.3 25 0
23 Locked 40.3 15 0
24 Locked 40.3 10 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 49 5120 64 qam 1
2 39400000 47.5 5120 64 qam 4
3 46200000 46.8 5120 64 qam 3
4 53700000 48.5 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 26 0
2 ATDMA 0 0 8 0
3 ATDMA 0 0 18 0
4 ATDMA 0 0 21 0

Can someone please take a look at these to see if there are any issues that could be causing concern?

sitereportuk · ‎14-07-2021

Network Log
Time Priority Description
14/07/2021 08:26:13 notice LAN login Success;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:14:40 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:09:22 notice LAN login Success;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:08:2 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:07:17 notice LAN login Success;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 07:55:8 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 07:02:29 notice LAN login Success;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 06:00:43 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:40:42 notice LAN login Success;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:33:11 Warning! Lost MDD Timeout;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:33:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:33:8 Warning! RCS Partial Service;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:33:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:33:7 Warning! RCS Partial Service;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:1 Warning! Lost MDD Timeout;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:16:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:16:31 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:43 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:13 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:4 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=XXXXX;CMTS-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.0;

japitts · ‎14-07-2021

How's the BQM looking?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

sitereportuk · ‎14-07-2021

Unfortunately, I can't find out how to allow my Deco M5 to allow pings for the BQM. If the issue remains, I'll revert back to router mode and set up another BQM.

Martin_N · ‎14-07-2021

Hi sitereportuk,

Thank you for keeping us posted with this.

I have taken a look on our side and it is advising you have an engineer visit booked in for today. Is that correct?

^Martin