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Virgin Media Broadband Issue

Mc_Jordan2000
Joining in

Hi All,

This is a last ditch effort to get to any conclusion on what is currently happening with my broadband,

It all started around the 7th/8th of this month, i would just randomly have hundreds of disconnects throughout the day, i contacted virgin media customer services and eventually an engineer was booked for the 12th June, When the engineer arrived he could clearly see that there was an issue, he went to make a phone call and came back and said leave it with us.

 

I then waited over a week and the issue didnt seem to be fixed and nothing was different, no contact from virgin media, at this point i raised an complain with virgin media and rang them up on Friday 21st, I got another engeineer to come out and he said the problem was still there, which i believe the first engineer just up and left and did nothing, he cleaned the outside cables and all seemed to be fine for a day or two, on Thursday the 27th the issue came back and it was doing the exact same thing, i rang virgin media on Friday 28th and got another engineer to come out this morning (29th), He checked the cables and they were all fine so this time he replaced the router, however now the problem is worse and seems to be happening more often than before, i feel like i am at a dead end and minght have to cancel my contract and go somewhere else as my issue seems impossible to resolve.

 

Below is the logs i keep getting which are a bunch of error codes, these appear when the issue happens every time.

 

29-06-2024 18:58:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:58:14noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:58:14noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:44noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:24noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 33 35 43 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:14noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 33 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:57:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:54noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 33 35 43 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:49warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:49noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:24noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 26 35 43 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:19noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 26 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:56:17warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:54:07noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 43 46 47; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:54:04noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 35 43 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:54:00noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 43 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:53:55warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:53:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:48noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 35 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:48noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 35 46; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:26noticeREGISTRATION COMPLETE - Waiting for Operational status
29-06-2024 18:52:20warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:20warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:14noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:06warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-06-2024 18:52:04noticeHonoring MDD; IP provisioning mode = IPv4
29-06-2024 18:50:48noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:40:13noticeGUI Login Status - Login Success from LAN interface
29-06-2024 18:39:25notice

GUI Login Status - Login Success from LAN interface

J.Best
6 REPLIES 6

Client62
Legend

The log tab of the VM Hub's often contains lots of entries. It would help to also see the info from the Upstream and Downstream tabs of the VM Hub to see if there are any obvious signal level or error issues

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14590000003.438QAM 25641
22670000003.339QAM 25617
32750000003.339QAM 25618
42830000003.339QAM 25619
52910000003.339QAM 25620
62990000003.138QAM 25621
73070000002.138QAM 25622
83150000002.238QAM 25623
93230000003.238QAM 25624
103310000003.239QAM 25625
11339000000337QAM 25626
123470000003.439QAM 25627
133550000003.539QAM 25628
143630000003.539QAM 25629
153710000003.639QAM 25630
163790000003.437QAM 25631
173870000003.339QAM 25632
183950000003.337QAM 25633
194030000003.439QAM 25634
204110000003.738QAM 25635
214190000003.939QAM 25636
224270000003.939QAM 25637
234350000003.839QAM 25638
244430000003.539QAM 25639
254510000003.440QAM 25640
264670000003.339QAM 25642
274750000003.237QAM 25643
284830000003.138QAM 25644
294910000003.139QAM 25645
304990000002.938QAM 25646
315070000002.739QAM 25647
325150000002.638QAM 25648

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38501730664
2Locked39696248603
3Locked39628141243
4Locked39694047508
5Locked39706046773
6Locked38706645783
7Locked38692943381
8Locked38667845222
9Locked38522333549
10Locked39703946512
11Locked37656142949
12Locked39523532520
13Locked39591937771
14Locked39581037725
15Locked39583236263
16Locked37503932478
17Locked39587538398
18Locked37610539948
19Locked39549533561
20Locked38448428655
21Locked39590635301
22Locked39656439844
23Locked39474730149
24Locked39478628627
25Locked40535731889
26Locked39430226391
27Locked37448328552
28Locked38478027958
29Locked39458226284
30Locked38515433300
31Locked39429625831
32Locked38465227362

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked415.1729940367120382
J.Best

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000032.35120QAM 641
15370000033.35120QAM 642
24620000033.35120QAM 643
33940000033.35120QAM 644
43260000033.85120QAM 645
52360000033.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA03140
1ATDMA0300
2ATDMA03150
3ATDMA03160
4ATDMA03170
5ATDMA0330
J.Best

Client62
Legend

These signal issues if persisting are of concern...

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38501730664
2Locked39696248603
3Locked39628141243
4Locked39694047508
5Locked39706046773
6Locked38706645783
7Locked38692943381
8Locked38667845222
9Locked38522333549
10Locked39703946512

Errors are seen across all 32 channels.


3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable   errors (Active Profile)
159Locked415.1729940367120382

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA03140
1ATDMA0300
2ATDMA03150
3ATDMA03160
4ATDMA03170
5ATDMA0330

What would you recommend I do next?

J.Best

Hello Mc_Jordan2000.

Thanks for your first post and welcome to our community.

First of all we're sorry to hear you're still having the same issue after 2 engineers visits.

We're able to run basic checks on your signal from here and can see the upstream levels are not right at all. 

It was also possible to see another appointment has been raised for an engineers visit. As this falls within 30 days of the last visit we automatically assign the work out to a senior engineer, who will have a thorough look at everything.

When you got installed was this a self install? If so, it come come down to what we call a repull being needed, The cable from the green cabinet to your property might need replacing.

Can you please let us know how the visit goes.

Gareth_L