Could I get a quick diagnosis based on these logs? Lost MDD Timeout

[gvh1234]

Hi there

I've woken up to no connection from my Hub3 here in Southampton.
I've rebooted, then done a Reset button. Still no good.

I've had this Hub and M200 for over a year and have woken up about 5 times to no connection. A reboot has always solved it but this time I'm dead in the water.
Hopefully I've pasted everything an expert would need.
Many Many thanks for any help

Gareth

Lost MDD Timeout

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	2.2	35	256 qam	25
2	218750000	4.1	33	256 qam	11
3	226750000	4	33	256 qam	0
4	234750000	3.9	34	256 qam	13
5	242750000	3.5	33	256 qam	14
6	250750000	3.2	32	256 qam	15
7	258750000	3	34	256 qam	16
8	266750000	3	32	256 qam	17
9	274750000	2.9	32	256 qam	18
10	282750000	3	33	256 qam	19
11	290750000	3	32	256 qam	20
12	298750000	2.7	32	256 qam	21
13	306750000	2	33	256 qam	22
14	314750000	1.7	32	256 qam	23
15	322750000	2	33	256 qam	24
16	370750000	2.4	34	256 qam	26
17	378750000	2.4	33	256 qam	27
18	386750000	2.5	32	256 qam	28
19	394750000	2.9	32	256 qam	29
20	402750000	2.9	33	256 qam	30
21	410750000	2.9	32	256 qam	31
22	418750000	2.4	32	256 qam	0
23	426750000	2.2	33	256 qam	33
24	434750000	2	34	256 qam	34

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	35	83841750	2321424
2	Locked	33.3	798533	84223695
3	Locked	33.4	554858	84468583
4	Locked	34.4	76176508	8693359
5	Locked	33	960783	84071075
6	Locked	32.9	463389	84569609
7	Locked	34.3	71137876	13793705
8	Locked	32.6	1966330	83067433
9	Locked	32.5	204979	84824489
10	Locked	33.9	68991531	14489211
11	Locked	32.5	270989	84765597
12	Locked	32.6	193483	84844133
13	Locked	33.8	65049654	18592516
14	Locked	32.6	230273	84808773
15	Locked	33.8	71864604	11066947
16	Locked	34.3	24533893	3144109
17	Locked	33.8	69829106	14713612
18	Locked	32.6	235706	84789421
19	Locked	32.6	178192	84863876
20	Locked	33.8	64988139	19124272
21	Locked	32.6	264288	84768392
22	Locked	32.5	156294	84888440
23	Locked	33.8	55245460	21891870
24	Locked	34.3	74978384	8397521

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400000	41	5120	64 qam	4
2	53700000	42	5120	64 qam	2
3	46200000	41.5	5120	64 qam	3
4	32600000	41.3	5120	64 qam	5

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	2	0
4	ATDMA	0	0	0	0

[jpeg1]

The pwer variations aren't significant and the BQM is OK.   It's the uncorrected errors that are the problem.  There is too much noise getting in, eithet on the feed from outside or the inside wiring.

Do you have a splitter and TV feed?  If so it would be an interesting test to remove the splitter and connect the incoming feed straight into the hub. It would eliminate some of the locations of possible cable or connection faults.  Do a reset to clear the error log and then leave it for a few hours to see if the errors return. .This would lose the TV feeds so best to do it overnight. 

[gvh1234]

We still have the phone landline and relics of various moves in there. It's all old connections but everything looks clean. I've no ability to measure anything.

I had a wiggle of the coax in the house from the inside box to the router and that sent it offline, so I've straightened that cable out we'll see if that makes a difference. I've got a note of all the numbers in Google Sheets.

I have a spare run of coax in the loft somewhere, that might need to come out.

Thanks for your advice

[jpeg1]

You should be able to simply remove the wall cable from the splitter and plug it straight into the Hub.  Old bits of coax will only confuse the issue.

[Corey_C]

Thanks for your post and welcome to the Community Forums, gvh1234,

Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C

[gvh1234]

The only issue in the last 24 hours was one instance of
DHCP RENEW WARNING - Field invalid in response v4 option;

I've had no new connections issues since I straightened out the coax from the wall to the router. One of the BNC connectors is loose and allows too much play. We are doing some DIY at the moment and once that's over in a few days I will swap to another cable, assuming things stay stable.

[Andrew-G]

If the post-RS error count is rising, then there's a problem which may be connectors or the cable, but everything involved is VM's responsibility, and I'd say make them come and fix it rather than trying to make up or alter the cables yourself.  Because cable TV+ internet uses a much wider RF spectrum than most normal coax cables there's unwelcome but hidden complexities in trying to DIY unless you're an experienced RF technician or have equivalent knowledge.   

Do a restart of the hub, that should zero the error counters, if the post-RS numbers are going up again, that needs fixing and VM should send out a technician - don't stand for any "all looks good to use" replies.

[Travis_M]

Hi @gvh1234

Thanks for posting on our community forum!

I can see your experiencing issues with your broadband and i'm going to private message you to collect a few more details, please keep an eye on your inbox. 

Regards