on 17-02-2022 11:29
I got upgraded from a Hub3 to Hub5 a couple of weeks ago. Since then I've had frequent connection issues. This is NOT a wifi problem - it's the Hub connecting to broadband. Here's the network log for the last hours or so, when I've had three separate outages:
Time | Priority | Description |
10:44:19 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:51 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10:43:45 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:41 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:39 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10:43:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:21 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:16 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:04 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:03 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:42:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:42:57 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:42:04 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:54 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:53 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 25 26 27 28 29 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:53 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:34 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:31 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:16 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:53 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:44 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 25 26 27; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:35 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:30 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:52 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:24 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10:35:18 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:15 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:13 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10:35:06 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:01 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:34:55 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:34:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
How do I determine if this is a problem with the Hub or my installation (maybe the cables or splitter) or with the Virgin Media service?
Answered! Go to Answer
on 17-02-2022 14:48
where to start - downstream levels are too high +10 is the max - there are pre and post rs errors both should be near zero and the upstream levels are also high - 50/51 is the max
i cannot see it being a coax connection problem but chech they are tight
you need a tech to sort that - wait here for VM or ring
on 17-02-2022 12:34
Please post your downstream and upstream stats.
on 17-02-2022 14:42
Hi Tudor, is this what you need?
Downstream bonded channels:
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 194000000 | 9.3 | 39 | QAM 256 | 8 |
2 | 202000000 | 9.7 | 39 | QAM 256 | 9 |
3 | 210000000 | 10.1 | 39 | QAM 256 | 10 |
4 | 218000000 | 9.9 | 39 | QAM 256 | 11 |
5 | 226000000 | 9.5 | 39 | QAM 256 | 12 |
6 | 234000000 | 9.6 | 39 | QAM 256 | 13 |
7 | 242000000 | 10.4 | 39 | QAM 256 | 14 |
8 | 250000000 | 11.1 | 40 | QAM 256 | 15 |
9 | 258000000 | 11.4 | 40 | QAM 256 | 16 |
10 | 266000000 | 11.3 | 40 | QAM 256 | 17 |
11 | 274000000 | 11 | 40 | QAM 256 | 18 |
12 | 282000000 | 11 | 40 | QAM 256 | 19 |
13 | 290000000 | 11.2 | 40 | QAM 256 | 20 |
14 | 298000000 | 11.2 | 40 | QAM 256 | 21 |
15 | 306000000 | 11.2 | 40 | QAM 256 | 22 |
16 | 314000000 | 11 | 40 | QAM 256 | 23 |
17 | 322000000 | 11 | 40 | QAM 256 | 24 |
18 | 330000000 | 11.2 | 40 | QAM 256 | 25 |
19 | 338000000 | 11.8 | 40 | QAM 256 | 26 |
20 | 346000000 | 12.1 | 40 | QAM 256 | 27 |
21 | 354000000 | 11.8 | 40 | QAM 256 | 28 |
22 | 362000000 | 11.3 | 40 | QAM 256 | 29 |
23 | 370000000 | 10.9 | 40 | QAM 256 | 30 |
24 | 378000000 | 11 | 40 | QAM 256 | 31 |
25 | 386000000 | 11.2 | 40 | QAM 256 | 32 |
26 | 394000000 | 11.6 | 40 | QAM 256 | 33 |
27 | 402000000 | 11.7 | 40 | QAM 256 | 34 |
28 | 410000000 | 11.4 | 40 | QAM 256 | 35 |
29 | 418000000 | 11 | 40 | QAM 256 | 36 |
30 | 522000000 | 10.2 | 40 | QAM 256 | 37 |
31 | 530000000 | 10.1 | 40 | QAM 256 | 38 |
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 39 | 1368 | 5456 |
2 | Locked | 39 | 1874 | 5621 |
3 | Locked | 39 | 3448 | 8807 |
4 | Locked | 39 | 3187 | 8164 |
5 | Locked | 39 | 2901 | 6651 |
6 | Locked | 39 | 2748 | 5369 |
7 | Locked | 39 | 2865 | 4348 |
8 | Locked | 40 | 3903 | 4423 |
9 | Locked | 40 | 3770 | 3905 |
10 | Locked | 40 | 3503 | 3313 |
11 | Locked | 40 | 3882 | 3628 |
12 | Locked | 40 | 3884 | 3831 |
13 | Locked | 40 | 3445 | 3525 |
14 | Locked | 40 | 2008 | 2818 |
15 | Locked | 40 | 1912 | 2280 |
16 | Locked | 40 | 504 | 753 |
17 | Locked | 40 | 1010 | 969 |
18 | Locked | 40 | 1492 | 1529 |
19 | Locked | 40 | 1278 | 1226 |
20 | Locked | 40 | 1069 | 839 |
21 | Locked | 40 | 1061 | 862 |
22 | Locked | 40 | 1535 | 1048 |
23 | Locked | 40 | 867 | 738 |
24 | Locked | 40 | 812 | 699 |
25 | Locked | 40 | 2007 | 1624 |
26 | Locked | 40 | 3008 | 1716 |
27 | Locked | 40 | 3241 | 1749 |
28 | Locked | 40 | 2302 | 1116 |
29 | Locked | 40 | 1456 | 815 |
30 | Locked | 40 | 1863 | 1008 |
31 | Locked | 40 | 2924 | 1223 |
Upstream bonded channels:
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 56.5 | 5120 | QAM 64 | 3 |
2 | 39400000 | 57.3 | 5120 | QAM 64 | 4 |
3 | 32600000 | 58.5 | 5120 | QAM 64 | 5 |
4 | 25800000 | 59 | 5120 | QAM 64 | 6 |
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 17-02-2022 14:48
where to start - downstream levels are too high +10 is the max - there are pre and post rs errors both should be near zero and the upstream levels are also high - 50/51 is the max
i cannot see it being a coax connection problem but chech they are tight
you need a tech to sort that - wait here for VM or ring
on 17-02-2022 16:04
Also those upstream stats are way too high. I would suspect a loose connection or a cable fault.
on 21-02-2022 11:06
Hi Dan,
Thanks for posting on the Community Forums, I'm sorry to hear you've been having some issues with your broadband connection. Tudor is right, your stats don't look quite right and there doesn't seem to be any known outages affecting your area which could be the cause, so I'll pop you over a PM so I can arrange an engineer visit for you
Please look out for my PM over at the purple envelope
on 21-02-2022 11:27
Hi Dan,
Thank you for supplying the requested details via PM.
I've now booked in the next available engineer slot for you - to view the appointment time slot or rearrange, please head over and sign into your My Virgin Media account here
Please do let us know how the visit goes and if you need anything else from us in the meantime.
Kind regards
on 27-02-2022 21:50
The engineer came, explained the problem was with changes they'd made to the street box and made some adjustments. Power levels are all now below 10dBmV; however this doesn't seem to have sorted the problem. We've had multiple outages since he made the changes.
I can post the downstream and upstream stats or then network logs if they help, but since the logs only seems to store the latest 30 or so messages they don't show many of the outages.
Thanks for any advice you can offer.
Dan.
on 27-02-2022 22:22
on 28-02-2022 11:15
Hi, thanks for the reply. This morning the broadband has been down almost continuously. Here are the upstream stats.
Upstream bonded channels:
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 47 | 5120 | QAM 64 | 3 |
2 | 39400000 | 46.8 | 5120 | QAM 64 | 4 |
3 | 32600000 | 46.3 | 5120 | QAM 64 | 5 |
4 | 25800000 | 47 | 5120 | QAM 64 | 6 |
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 |
Dan.