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andyhayman1969
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broadband and tv issues

Been having broadband problems since before christmas and when I phone up normally get an automated message to say the box needs rebooting so allow virgin to do that but guess what problem starts again soon after the router starts up!. Various calls to 150 only to be fobbed off - last one said my wifi was disabled - don't know how as was connected to it at the time. Checked the router and sure enough it says wifi is disabled but all the wifi devices are shown as connected!
To add to that one of our tv box is playing up - picture constantly breaking up but the support people say its probably because of the broadband problems! Thanks not!
I have 4 kids trying to do their school work and I'm trying to study for a degree - all of which is proving impossible.
I'm paying for a service that I am not getting - not happy! Send an engineer to investigate please - or get your disconnections people to get in touch as I have had enough!
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gary_dexter
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Alessandro Volta
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Re: broadband and tv issues

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 


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andyhayman1969
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Re: broadband and tv issues

Downstream
***************************************************
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 -2.7 40 256 qam 25
2 258750000 -3.2 38 256 qam 16
3 266750000 -3 40 256 qam 17
4 274750000 -3.2 38 256 qam 18
5 282750000 -2.9 40 256 qam 19
6 290750000 -3 38 256 qam 20
7 298750000 -3 38 256 qam 21
8 306750000 -3 40 256 qam 22
9 314750000 -3 38 256 qam 23
10 322750000 -3.2 38 256 qam 24
11 370750000 -2.7 40 256 qam 26
12 378750000 -2.7 38 256 qam 27
13 386750000 -2.7 40 256 qam 28
14 394750000 -2.2 40 256 qam 29
15 402750000 -2 40 256 qam 30
16 410750000 -1.9 38 256 qam 31
17 418750000 -1.7 40 256 qam 32
18 426750000 -1.7 40 256 qam 33
19 434750000 -2 38 256 qam 34
20 442750000 -2 38 256 qam 35
21 450750000 -1.9 38 256 qam 36
22 458750000 -1.7 38 256 qam 37
23 466750000 -1.9 40 256 qam 38
24 474750000 -1.9 40 256 qam 39

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 0 0
2 Locked 38.9 7 0
3 Locked 40.3 9 0
4 Locked 38.9 11 0
5 Locked 40.3 7 0
6 Locked 38.9 6 0
7 Locked 38.9 5 0
8 Locked 40.3 6 0
9 Locked 38.9 5 0
10 Locked 38.9 0 0
11 Locked 40.3 0 0
12 Locked 38.9 5 0
13 Locked 40.3 4 0
14 Locked 40.9 3 0
15 Locked 40.3 18 0
16 Locked 38.9 6 0
17 Locked 40.3 5 0
18 Locked 40.9 7 0
19 Locked 38.9 5 0
20 Locked 38.9 5 0
21 Locked 38.9 5 0
22 Locked 38.6 17 0
23 Locked 40.3 5 0
24 Locked 40.3 0 0

**************************************************

Upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200007 51 5120 64 qam 3
2 32599976 51 5120 64 qam 5
3 39400036 51 5120 64 qam 4
4 53699920 51 5120 64 qam 2

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

Network Logs

**************************************************

21/01/2021 17:42:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 17:42:24 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 10:19:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 15:06:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 15:06:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 08:10:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 14:35:17 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 14:35:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 17:45:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 02:30:42 notice SW download Successful - Via NMS
15/01/2021 02:27:36 notice SW Download INIT - Via NMS
13/01/2021 05:40:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 02:37:32 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 02:37:32 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 04:17:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 14:37:31 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 14:37:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 22:11:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 19:48:17 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 19:48:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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