intermittent broadband connection

[Dizzzy]

Hi,

I am having problems with an intermittent broadband connection that has been happening on and off for a month or so. 

An engineer visited and replaced our modem, replaced the cable from the wall box to the modem and changed the port on the street box.  The issue connection was a bit intermittent for a few days following then the issue went away.

Since the heat wave a few days ago the issues appears to have come back

Thanks Matty

I will post the connection status info in the following replies

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	2.9	40	256 qam	9
2	139000000	4.6	40	256 qam	1
3	147000000	4.5	40	256 qam	2
4	155000000	4.5	40	256 qam	3
5	163000000	4	40	256 qam	4
6	171000000	3.9	40	256 qam	5
7	179000000	3.5	40	256 qam	6
8	187000000	3.5	40	256 qam	7
9	195000000	3	40	256 qam	8
10	211000000	2.7	40	256 qam	10
11	219000000	2.5	40	256 qam	11
12	227000000	2.2	40	256 qam	12
13	235000000	2.2	40	256 qam	13
14	243000000	2.2	40	256 qam	14
15	251000000	2.5	40	256 qam	15
16	259000000	2.7	40	256 qam	16
17	267000000	3.2	40	256 qam	17
18	275000000	3	40	256 qam	18
19	283000000	3.5	40	256 qam	19
20	291000000	3.4	40	256 qam	20
21	299000000	4	40	256 qam	21
22	307000000	3.7	40	256 qam	22
23	315000000	3.4	40	256 qam	23
24	323000000	3.5	40	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	36	0
2	Locked	40.3	42	0
3	Locked	40.9	41	0
4	Locked	40.9	63	0
5	Locked	40.9	79	0
6	Locked	40.9	63	0
7	Locked	40.9	68	0
8	Locked	40.3	55	0
9	Locked	40.3	40	0
10	Locked	40.3	28	0
11	Locked	40.3	38	0
12	Locked	40.3	29	0
13	Locked	40.9	32	0
14	Locked	40.3	48	0
15	Locked	40.3	30	0
16	Locked	40.3	44	0
17	Locked	40.9	36	0
18	Locked	40.9	31	0
19	Locked	40.3	30	0
20	Locked	40.3	30	0
21	Locked	40.3	29	0
22	Locked	40.3	40	0
23	Locked	40.9	56	0
24	Locked	40.3	37	0

[Dizzzy]

Upstream bonded channels

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

1	32600000	46.3	5120	64 qam	3
2	46200000	46.5	5120	64 qam	1
3	25800000	45.8	5120	64 qam	4
4	39400000	46.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	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	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	196552
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	196551
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Dizzzy]

Network Log

Time Priority Description

24/07/2022 07:57:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 01:07:5	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2022 21:50:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2022 20:55:20	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2022 20:55:2	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;
22/07/2022 10:13:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2022 09:50:22	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2022 09:49:57	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;
17/07/2022 15:28:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 14:47:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 13:19:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2022 23:14:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2022 13:47:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 21:18:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:52:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 15:42:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 15:15:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 13:26:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 09:39:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2022 18:11:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Dizzzy]

I thought I would add a quality map for more info

https://www.thinkbroadband.com/broadband/monitoring/quality/share/569d9fe7c9094b44e6071137dcfdea4f5db367a6

Matty 

[Kath_F]

Hi Dizzy, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having issues with your broadband. Taking a look at things from here, I can see there are no open faults affecting you. The power levels are a little out though. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Dizzzy,

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Dizzzy]

Thanks for booking the appointment for but unfortunately I can't see it in the my appointments section of the myVM Web page or app.

Would you mind confirming the details for me please.

Thanks

Matty 

[Dizzzy]

I have msnaged to get access now, thanks

[Beth_G]

Pleased to hear that Dizzzy 🙂 apologies for our delayed response.

Let us know how the visit goes and if you need anything else.

All the best,

[Dizzzy]

Morning,

The Engineer visited yesterday as scheduled.  He was very helpful and tried his best and when he left the Broadband was working fine. Unfortunately an hour and half to 2 hours after he left it was playing up again. He did say he will give me a call in a couple of days to confirm the issue has been resolved.

This is todays BQM graph, the engineers visit was at 9am yesterday so just off the left hand side of the graph.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e50708c57119b338fff171b8b913104e86... 

Between the two engineer visits for following has been completed to try and fix the issue.

Fist engineer:

• New Modem,
• New cable from brown box out side to splitter,
• New attenuator (I think that's what it is),
• Changed the port in the cab at the end of the street.
• Result of visit: Broad band worked OK for about a week.

Second Engineer:

• New Modem power supply,
• New Splitter and cables to modem on VM TV box,
• Changed the port in the Cab at the end of the street (hopefully not back to the original port),
• Result of visit: Broad band worked OK for two to three hours then started playing up again.

My understanding no is that everything except the cable from my house to the cab at the end of the street has been replaced and the issue still persists. I have a couple of questions

What is next, replace the cable to the cab maybe? 

Where do I stand with regards to my contract as I have just renewed and I am in locked into a contract for a service I cannot rely on?

Regards

Matty