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Poverty
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Awful Unreliable Connection with Dropouts (Modem Only Mode)

Can someone take a look at these logs and provide what's happening here?

Today had far too many outages. HUB3 in modem only mode. Devices are wired. Router seems to reboot every few minutes.

Never really had any reliable service from Virgin Media and even switched to Virgin Media Business but they never fixed anything (horrendous customer service and held me to their 2 year contract) and just keep saying area faults and left back for residential (100MB). I've had 5 years of this and now as 4G has got a lot cheaper I'll have to attempt to try a failover with 4G on 02 & this 100MB connection.

Virgin media for home don't offer 4G backup services, and I don't want to try a business connection again with the 4G backup as i'll be forced into a 2 year contract even if their service is constantly offline and no amount of complaining will fix the problem.

The area must be over capacity and the network just can't handle the volume of customers.

Unfortunately got no Fibre to go down the BT route 😞

bb.JPG

 

 

 

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	1.5	40	256 qam	25
2	203000000	0.7	38	256 qam	9
3	211000000	0.2	38	256 qam	10
4	219000000	0.2	40	256 qam	11
5	227000000	-0.2	38	256 qam	12
6	235000000	-0.5	38	256 qam	13
7	243000000	-1.4	38	256 qam	14
8	251000000	-1.5	38	256 qam	15
9	259000000	-0.2	38	256 qam	16
10	267000000	0.2	38	256 qam	17
11	275000000	0.5	40	256 qam	18
12	283000000	0.9	40	256 qam	19
13	291000000	0.7	40	256 qam	20
14	299000000	1	40	256 qam	21
15	307000000	1.2	40	256 qam	22
16	315000000	1	40	256 qam	23
17	323000000	1.2	40	256 qam	24
18	371000000	1.7	40	256 qam	26
19	379000000	1.5	40	256 qam	27
20	387000000	1.4	40	256 qam	28
21	395000000	1.7	40	256 qam	29
22	403000000	1.5	40	256 qam	30
23	411000000	1.5	40	256 qam	31
24	419000000	1.2	40	256 qam	32



Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	11042926	3307936
2	Locked	38.9	7877602	24436111
3	Locked	38.9	11414586	18666292
4	Locked	40.3	11155682	22584645
5	Locked	38.9	8868585	25782832
6	Locked	38.6	9327179	23870956
7	Locked	38.6	12124718	15954441
8	Locked	38.6	6354247	11661015
9	Locked	38.9	3747562	10118425
10	Locked	38.9	7566230	10139458
11	Locked	40.3	4526289	13700822
12	Locked	40.3	10717993	8535984
13	Locked	40.3	7449918	7559393
14	Locked	40.9	5526519	7236264
15	Locked	40.3	4566592	7045256
16	Locked	40.3	9356652	6793769
17	Locked	40.3	10271011	6374777
18	Locked	40.9	6066464	973323
19	Locked	40.9	6139777	1130106
20	Locked	40.3	5806534	1015403
21	Locked	40.3	5371990	450549
22	Locked	40.3	5022674	131304
23	Locked	40.3	3867500	69832
24	Locked	40.9	2711444	37094


Refresh data
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199847	47.5	5120	64 qam	9
2	25800000	47.5	5120	64 qam	12
3	32600000	47.5	5120	64 qam	11
4	39399925	47.5	5120	64 qam	10


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


General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
9834ncxv9873254k;fg87dsfd



Primary Downstream Service Flow
SFID	626
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0



Primary Upstream Service Flow
SFID	625
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	
BestEffort





Network Log

Time

Priority

Description

27/08/2021 16:40:52

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:39:16

notice

LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:38:16

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:38:15

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:44

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:42

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:30

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:30

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:26

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:26

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:2

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:0

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:35:42

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:35:42

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:34:56

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:34:55

Error

Service Change Response rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:33:2

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:33:2

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:32:58

Warning!

RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:32:57

critical

No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

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Andrew-G
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Message 2 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

In terms of the log entries, read this.  Suffice to say here that your network log is as bad as you think it is.

Power levels are just about OK, a bit wide for my liking on the downstream, but otherwise power, SNR and modulation don't appear to be the root of your problem.  Massive post-RS (uncorrectable) errors on the downstream show an appalling connection, as does the BQM and the network log.

If you've had long standing problems, then see what the forum staff can advise - I'd suggest given the history that they should book a principal technician.  I'd also not expect a quick fix.  Whatever is causing this has eluded VM for some considerable while, and (unless already tried) it may involve a re-pull of your cable, or other work that's more involved than remaking a coax connection or changing cable fittings.

Also, staff will usually want your hub in router mode to be able to collect data from the hub.  If you need to do that, keep your existing router on as normal, but set it to access point mode.  That avoids having to reconnect every device individually, and ensures you have the connectivity and wifi of your router.  When/if the problem gets fixed, then put the hub back in modem mode, as it's pretty feeble even just managing DHCP.  No point turning the hub's wifi off in router mode - due to VM's quality firmware the hub turns it back on of its own accord.

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

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Alex_RM
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Message 3 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Hi Poverty,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you've had some issues with your connection. 

 

As Andrew-G has advised it's best for us to have the hub in router mode so we can run through diagnostics, are you able to do this so we can check?

 

Alex_Rm

 

 

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Poverty
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Message 4 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

I've put this into modem only mode and will PM you my address.

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Laurie_C
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Message 5 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Hi,

 

Thanks for doing that. I'll just need to send you a Private Message to confirm a few details. Please look out for a purple envelope in the top right corner of your screen.

 

Kind regards,

Laurie

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Poverty
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Message 6 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Engineer has been, they re-terminated the connection outside and this is the current stats from the modem.

Will keep an eye out for any further dropouts.

bb.png

 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
419000000
Locked
Ranged Upstream Channel (Hz)	
39400009
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	4.4	40	256 qam	32
2	203000000	4.5	38	256 qam	9
3	211000000	4.1	40	256 qam	10
4	219000000	3.9	40	256 qam	11
5	227000000	3.5	38	256 qam	12
6	235000000	3.5	38	256 qam	13
7	243000000	3.4	38	256 qam	14
8	251000000	3	40	256 qam	15
9	259000000	3	38	256 qam	16
10	267000000	3.2	38	256 qam	17
11	275000000	3.7	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4.1	40	256 qam	20
14	299000000	4.5	40	256 qam	21
15	307000000	4.5	40	256 qam	22
16	315000000	4.5	40	256 qam	23
17	323000000	4.6	40	256 qam	24
18	331000000	4.9	40	256 qam	25
19	371000000	5	40	256 qam	26
20	379000000	4.9	40	256 qam	27
21	387000000	4.6	40	256 qam	28
22	395000000	4.6	40	256 qam	29
23	403000000	4.9	40	256 qam	30
24	411000000	4.8	40	256 qam	31


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


Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400009	43.3	5120	64 qam	10
2	25800000	43.3	5120	64 qam	12
3	32599993	43.3	5120	64 qam	11
4	46200029	43.3	5120	64 qam	9


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

General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
A,.iyewrkldJKDHSUBsgvca69


Primary Downstream Service Flow
SFID	626
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	625
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

 

 

 

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Zak_M
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Message 7 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Good afternoon @Poverty

 

How are things shaping up after your last post?  Have there been any improvements? 

 

Kind regards,

Zak_M

 

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Poverty
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Message 8 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

It's much better only 1 issue (dropped connection) since the engineer visit. I'll keep an eye on it.

bb2.png

 

04/09/2021 09:20:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
419000000
Locked
Ranged Upstream Channel (Hz)	
39400000
Locked
Provisioning State	
Online


Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	3.7	40	256 qam	32
2	203000000	4	40	256 qam	9
3	211000000	3.9	38	256 qam	10
4	219000000	3.7	40	256 qam	11
5	227000000	3.5	38	256 qam	12
6	235000000	3.4	40	256 qam	13
7	243000000	3.4	40	256 qam	14
8	251000000	3.4	40	256 qam	15
9	259000000	3.5	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	4	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4	40	256 qam	20
14	299000000	4.1	40	256 qam	21
15	307000000	4.1	40	256 qam	22
16	315000000	4.1	40	256 qam	23
17	323000000	4.3	40	256 qam	24
18	331000000	4.4	40	256 qam	25
19	371000000	4.5	40	256 qam	26
20	379000000	4.5	40	256 qam	27
21	387000000	4.1	40	256 qam	28
22	395000000	4.1	40	256 qam	29
23	403000000	4.3	40	256 qam	30
24	411000000	4.1	40	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	29	0
2	Locked	40.3	21	0
3	Locked	38.9	31	0
4	Locked	40.3	26	0
5	Locked	38.9	29	0
6	Locked	40.3	22	0
7	Locked	40.9	29	0
8	Locked	40.3	37	0
9	Locked	40.3	69	0
10	Locked	40.3	23	0
11	Locked	40.3	26	0
12	Locked	40.3	26	0
13	Locked	40.3	36	0
14	Locked	40.3	56	0
15	Locked	40.3	40	9
16	Locked	40.9	33	0
17	Locked	40.3	57	0
18	Locked	40.3	35	0
19	Locked	40.9	26	0
20	Locked	40.9	23	0
21	Locked	40.3	29	0
22	Locked	40.3	29	0
23	Locked	40.9	26	0
24	Locked	40.3	17	0
Refresh data
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	43.3	5120	64 qam	10
2	25800000	43.3	5120	32 qam	12
3	32600000	43.3	5120	64 qam	11
4	46200000	43.3	5120	64 qam	9


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	2	0
4	ATDMA	0	0	0	0
Refresh data
General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
73254k;fg87dsfd;kfoA,.iye


Primary Downstream Service Flow
SFID	626
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	625
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

 

 

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lotharmat
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Message 9 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

Upstream QAM has dropped to 32 on one channel - one to keep your eye on if disconnects happen!




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

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Poverty
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Message 10 of 33
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Re: Awful Unreliable Connection with Dropouts (Modem Only Mode)

So disconnects are still happening, there was one this morning but then when I logged into the router to get the stats out it's not logged the fault & it's reset all counters!

bb3.JPG

 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
419000000
Locked
Ranged Upstream Channel (Hz)	
39399986
Locked
Provisioning State	
Online

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	4	40	256 qam	32
2	203000000	4.4	40	256 qam	9
3	211000000	4	40	256 qam	10
4	219000000	4	40	256 qam	11
5	227000000	3.7	38	256 qam	12
6	235000000	3.7	40	256 qam	13
7	243000000	3.5	40	256 qam	14
8	251000000	3.5	40	256 qam	15
9	259000000	3.7	40	256 qam	16
10	267000000	4	40	256 qam	17
11	275000000	4.3	40	256 qam	18
12	283000000	4.3	40	256 qam	19
13	291000000	4.3	40	256 qam	20
14	299000000	4.5	40	256 qam	21
15	307000000	4.4	40	256 qam	22
16	315000000	4.4	40	256 qam	23
17	323000000	4.5	40	256 qam	24
18	331000000	4.6	40	256 qam	25
19	371000000	4.8	40	256 qam	26
20	379000000	4.8	40	256 qam	27
21	387000000	4.5	40	256 qam	28
22	395000000	4.5	40	256 qam	29
23	403000000	4.6	40	256 qam	30
24	411000000	4.5	40	256 qam	31


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


Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39399986	43.3	5120	64 qam	10
2	25800000	43.3	5120	32 qam	12
3	32600007	43.3	5120	64 qam	11
4	46200029	43.3	5120	64 qam	9


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

General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
k;fg87dsfd;kfoA,.iyewrkld


Primary Downstream Service Flow
SFID	626
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	625
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort


07/09/2021 17:28:22	critical	No Ranging Response received - T3 time-out;CM-MAC=
06/09/2021 12:39:26	critical	No Ranging Response received - T3 time-out;
04/09/2021 09:20:58	critical	No Ranging Response received - T3 time-out;
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