Virgin Media Community

[MeNameIsDan]

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?

[Tudor]

Please post your downstream and upstream stats.

[MeNameIsDan]

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

[-tony- · Accepted solution]

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

[Tudor]

Also those upstream stats are way too high. I would suspect a loose connection or a cable fault.

[Beth_G]

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

[Beth_G]

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

[MeNameIsDan]

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.

[legacy1]

VM fixing one thing at a time your downstream was never the problem how does your upstream look now?

[MeNameIsDan]

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.