27-08-2021 20:31 - edited 27-08-2021 20:42
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 😞
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;
on 28-08-2021 05:37
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.
on 28-08-2021 14:44
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
on 28-08-2021 18:32
I've put this into modem only mode and will PM you my address.
on 29-08-2021 13:03
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
01-09-2021 12:02 - edited 01-09-2021 12:07
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.
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
on 03-09-2021 12:15
Good afternoon @Poverty.
How are things shaping up after your last post? Have there been any improvements?
Kind regards,
Zak_M
06-09-2021 10:22 - edited 06-09-2021 10:30
It's much better only 1 issue (dropped connection) since the engineer visit. I'll keep an eye on it.
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
on 06-09-2021 13:50
Upstream QAM has dropped to 32 on one channel - one to keep your eye on if disconnects happen!
on 08-09-2021 08:16
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!
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;