Virgin Media Virgin Media Community

Poverty · ‎27-08-2021

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;

lotharmat · ‎08-09-2021

That u/s channel is still on 32 QAM - That could be part of it!

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

Poverty · ‎10-09-2021

How do I fix that?

09/09/2021 12:40:17	critical	No Ranging Response received - T3 time-out;CM

Refresh data
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	4.1	38	256 qam	9
3	211000000	3.9	40	256 qam	10
4	219000000	3.5	40	256 qam	11
5	227000000	3.2	38	256 qam	12
6	235000000	2.7	38	256 qam	13
7	243000000	1.7	38	256 qam	14
8	251000000	2.7	38	256 qam	15
9	259000000	3.4	38	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	4.4	40	256 qam	21
15	307000000	4.3	40	256 qam	22
16	315000000	4.3	40	256 qam	23
17	323000000	4.4	40	256 qam	24
18	331000000	4.5	40	256 qam	25
19	371000000	4.5	40	256 qam	26
20	379000000	4.5	40	256 qam	27
21	387000000	4.4	40	256 qam	28
22	395000000	4.4	40	256 qam	29
23	403000000	4.5	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	40.3	16	0
2	Locked	38.9	16	0
3	Locked	40.3	15	0
4	Locked	40.3	13	0
5	Locked	38.6	17	0
6	Locked	38.9	19	0
7	Locked	38.9	11	0
8	Locked	38.6	29	0
9	Locked	38.9	31	0
10	Locked	40.3	29	0
11	Locked	40.3	33	0
12	Locked	40.3	23	0
13	Locked	40.3	32	0
14	Locked	40.3	34	0
15	Locked	40.3	38	0
16	Locked	40.9	33	0
17	Locked	40.9	34	0
18	Locked	40.3	14	0
19	Locked	40.9	23	0
20	Locked	40.3	16	0
21	Locked	40.3	16	0
22	Locked	40.9	16	0
23	Locked	40.9	12	0
24	Locked	40.3	27	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	32600000	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	1	0
3	ATDMA	0	0	1	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

Andrew-G · ‎10-09-2021

Slightly lower QAM on a single channel can be a sign of trouble, but in terms of theoretical bandwidth and reliability it OUGHT to cope with a single channel at 32 QAM, particularly since the power level on that channel isn't obviously ramped up.

Latest stats show downstream power levels that make me wonder whether the "slope" is out of spec? That's largely beyond my knowledge to really comment on, but if you look, other than the primary downstream channel, they're ranked in order of ascending frequency, and power levels should ideally drop off steadily as the frequencies rise. That's not happening, with little or no difference between power levels for the lowest frequency and the highest, and a pronounced dip around 243 MHz. That could indicate that the amplifier in a street cabinet is incorrectly setup.

Forum staff: Any chance of asking the field technicians to take a further look at that?

Poverty · ‎10-09-2021

Went offline few minutes ago...

Nothing shown in the logs, but the router seems to have cleared itself again!

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
419000000
Locked
Ranged Upstream Channel (Hz)	
39399988
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	3.5	40	256 qam	32
2	203000000	3.7	38	256 qam	9
3	211000000	3.4	38	256 qam	10
4	219000000	3	40	256 qam	11
5	227000000	2.7	38	256 qam	12
6	235000000	1.9	38	256 qam	13
7	243000000	1.7	38	256 qam	14
8	251000000	2.7	38	256 qam	15
9	259000000	3	38	256 qam	16
10	267000000	3.4	40	256 qam	17
11	275000000	3.5	40	256 qam	18
12	283000000	3.7	40	256 qam	19
13	291000000	3.7	40	256 qam	20
14	299000000	4	40	256 qam	21
15	307000000	3.9	40	256 qam	22
16	315000000	3.9	40	256 qam	23
17	323000000	4	40	256 qam	24
18	331000000	4.1	40	256 qam	25
19	371000000	4.1	40	256 qam	26
20	379000000	4	40	256 qam	27
21	387000000	3.9	40	256 qam	28
22	395000000	3.9	40	256 qam	29
23	403000000	4	40	256 qam	30
24	411000000	4	40	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	12	0
2	Locked	38.9	5	0
3	Locked	38.9	5	0
4	Locked	40.3	5	0
5	Locked	38.9	5	0
6	Locked	38.6	6	0
7	Locked	38.9	7	0
8	Locked	38.6	12	0
9	Locked	38.9	6	0
10	Locked	40.3	6	0
11	Locked	40.3	6	0
12	Locked	40.3	5	0
13	Locked	40.3	5	0
14	Locked	40.3	4	0
15	Locked	40.3	5	0
16	Locked	40.3	5	0
17	Locked	40.3	0	0
18	Locked	40.3	5	0
19	Locked	40.3	0	0
20	Locked	40.9	0	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.9	5	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39399988	43.3	5120	64 qam	10
2	25800053	43.3	5120	64 qam	12
3	32599959	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	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	
sfd;kfoA,.iyewrkldJKDHSUB


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

Lee_R · ‎12-09-2021

Hi @Poverty thanks for posting and welcome back to our community.

I am sorry to hear you're experiencing frequent internet drop outs. I would like to take a closer look at this for you. I am going to send you a private message.

Regards

Lee_R

Poverty · ‎14-09-2021

Still happening, nothing logged in the router now! Offline again this morning.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
419000000
Locked
Ranged Upstream Channel (Hz)	
39399969
Locked
Provisioning State	
Online

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	4.3	40	256 qam	32
2	203000000	4.5	40	256 qam	9
3	211000000	4.4	40	256 qam	10
4	219000000	4	40	256 qam	11
5	227000000	3.9	40	256 qam	12
6	235000000	3.9	40	256 qam	13
7	243000000	3.7	40	256 qam	14
8	251000000	3.9	40	256 qam	15
9	259000000	4	40	256 qam	16
10	267000000	4.1	40	256 qam	17
11	275000000	4.4	40	256 qam	18
12	283000000	4.4	40	256 qam	19
13	291000000	4.5	40	256 qam	20
14	299000000	4.6	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	5	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	40.3	0	0
2	Locked	40.9	5	0
3	Locked	40.3	7	0
4	Locked	40.9	6	0
5	Locked	40.3	4	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	40.3	4	0
11	Locked	40.9	5	0
12	Locked	40.3	6	0
13	Locked	40.3	4	0
14	Locked	40.9	6	0
15	Locked	40.3	5	0
16	Locked	40.3	4	0
17	Locked	40.9	0	0
18	Locked	40.9	5	0
19	Locked	40.3	0	0
20	Locked	40.9	3	0
21	Locked	40.9	6	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	6	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39399969	43.3	5120	64 qam	10
2	25800000	43.3	5120	32 qam	12
3	32599969	43.3	5120	64 qam	11
4	46200007	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	
,.iyewrkldJKDHSUBsgvca698


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

Zach_R · ‎16-09-2021

Hi @Poverty,

I am sorry to hear that this issue is ongoing. I can see that my colleague has invited you to discuss matters further via private message where they can investigate further.

Please respond to them there for further support.

Thanks,

Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

Poverty · ‎16-09-2021

They contacted me 4 days ago and advised the following:

I have forwarded this case the field based manager to see what can be done.  When I have a response, I will get back to you.

I've had no further contact!

Akua_A · ‎18-09-2021

Thank you for letting us know @Poverty and sorry for the delay.

I will chase this us with them for an update.

Thanks,

Akua_A
Forum Team
New around here? Check out the do's and don'ts, in our Community FAQs

Poverty · ‎22-09-2021

Someone called me and booked in an engineer for Monday Afternoon from the Executive Team.

They didn’t turn up, neither did they turn up on the Tuesday if they were too busy.

Not sure what’s happening with this case as I’ve had no further contact.

Virgin Media Virgin Media Community

Virgin Media Virgin Media Community

Awful Unreliable Connection with Dropouts (Modem Only Mode)