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;
22-09-2021 16:39 - edited 22-09-2021 16:45
Its happening not often that they likely can't find the fault short from replacing your whole line. But you could replace your Ethernet line and port to the hub should the cable be bad or port on the hub.
on 24-09-2021 18:21
Hi @Poverty,
Thank you for the update. I'm really sorry to hear that the scheduled visit didn't go ahead.
Do you still need our help with this, or has it been resolved since your post?
Thanks,
on 24-09-2021 18:30
Apparently there is an upstream problem (SNR) issue at the cabinet now. So it's been offline quite a lot today. Awaiting a cabinet fix...
on 27-09-2021 09:10
Hi Poverty,
Thanks for posting and sorry to hear you've been advised of an area issue.
Just in case you weren't given any details, I've been able to locate your account using your forum information, and can see it's an area SNR problem.
The estimated fix date for this is 1st October 9am.
Please let us know if you're still experiencing problems with the connection after this date.
Alex_Rm
on 16-10-2021 21:07
Still dropping the connection as of today!
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 40 5120 64 qam 10
2 25800000 40 5120 32 qam 12
3 32600000 40 5120 64 qam 11
4 46200012 40 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
on 19-10-2021 08:50
Hi @Poverty,
Thank you for getting back to us and for updating us about this ongoing issue. Apologies that you're still impacted by this. I can understand that this is very frustrating.
I have taken a look over your account and I cannot see any area issues that are impacting your service at the moment. However, I can see that your upstream and downstream power levels are out of spec, and are most likely causing this issue.
I can have another engineer appointment scheduled for you to look into this issue further. I will send you a Private Message to confirm a few details.
Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.
Thank you,
on 09-11-2021 22:16
Still having issues, after the last engineer visit...
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 4.9 40 256 qam 25
2 203000000 4.5 40 256 qam 9
3 211000000 4.4 38 256 qam 10
4 219000000 4.1 40 256 qam 11
5 227000000 4 38 256 qam 12
6 235000000 3.9 38 256 qam 13
7 243000000 3.7 40 256 qam 14
8 251000000 3.9 40 256 qam 15
9 259000000 4 38 256 qam 16
10 267000000 4.4 40 256 qam 17
11 275000000 4.6 40 256 qam 18
12 283000000 4.6 40 256 qam 19
13 291000000 4.6 40 256 qam 20
14 299000000 4.9 40 256 qam 21
15 307000000 4.8 40 256 qam 22
16 315000000 4.6 40 256 qam 23
17 323000000 4.8 40 256 qam 24
18 339000000 5.3 40 256 qam 26
19 347000000 5.3 40 256 qam 27
20 355000000 5.1 40 256 qam 28
21 363000000 5.4 40 256 qam 29
22 371000000 5.5 40 256 qam 30
23 379000000 5.5 40 256 qam 31
24 387000000 5.3 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 210 386
2 Locked 40.3 137 473
3 Locked 38.6 145 473
4 Locked 40.3 138 484
5 Locked 38.9 169 567
6 Locked 38.9 146 477
7 Locked 40.3 157 468
8 Locked 40.3 155 654
9 Locked 38.9 179 538
10 Locked 40.3 205 542
11 Locked 40.3 164 473
12 Locked 40.3 203 454
13 Locked 40.3 168 643
14 Locked 40.3 196 645
15 Locked 40.3 210 458
16 Locked 40.3 209 566
17 Locked 40.3 199 507
18 Locked 40.9 188 707
19 Locked 40.9 245 559
20 Locked 40.3 243 680
21 Locked 40.3 219 575
22 Locked 40.3 216 569
23 Locked 40.3 221 457
24 Locked 40.9 225 669
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43 5120 32 qam 10
2 25800000 43 5120 64 qam 12
3 32600000 42.8 5120 32 qam 11
4 46200000 43 5120 64 qam 9
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 6 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 2 0
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87ds
Primary Downstream Service Flow
SFID 31988
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 31985
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort
on 12-11-2021 09:15
Thanks for updating us about this @Poverty, I have been able to look into your account and can see that all the power levels from your connection are within specification for a good and stable connection.
How has your connection been since you last posted on Tuesday?
Regards,
Steven_L
on 12-11-2021 14:32
Offline this morning...
on 14-11-2021 15:09
Hey Poverty,
Thanks for coming back, it looks like there may have been some issues causing your previous issue however there is nothing showing now, how is your connection now?
Regards
Paul.