Virgin Media Community

[Andaron]

Hi.

Just created an account to ask about an issue I have had with a virgin since installation in December.

Every day there's a drop or two, the modem is in modem mode as I use my own router (ASUS RT-AX82U)

I still have my 5G three working stable and fine so it's not a router problem.

The engineer was visiting me this week and couldn't help, just replaced cables.

Modem log shows the following errors, it's only from 1-2 day as its so many of it it just deletes the old one.

Calling virgin is almost impossible, chat as well, waiting all the time.

From what I can see the time before reset was 10:15:59, while it was 10:05, so modem have clock desync with the server which can cause issues. As you can't really adjust the time on the modem in settings it must be a firmware issue.

13-01-2023 10:18:01	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:18:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:15:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:06:57	notice	REGISTRATION COMPLETE - Waiting for Operational status
13-01-2023 10:06:52	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:06:45	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;
13-01-2023 10:06:42	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:06:39	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:06:37	notice	Honoring MDD; IP provisioning mode = IPv4
13-01-2023 10:06:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 10:06:12	critical	Cable Modem Reboot due to power button reset
12-01-2023 10:15:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 10:14:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 10:14:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 10:14:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 10:13:01	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 08:51:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 08:51:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 08:39:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:55:19	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:55:15	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:09:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:07:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:07:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 07:05:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 06:57:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 06:57:37	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 06:49:25	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 06:49:21	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2023 05:46:43	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2023 00:29:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2023 00:28:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

Can we please have the full set of stats. 

[Andaron]

What exactly?

As I have said, Virgin hub works in modem mode, there's not much to set there. Speeds are ok, it just drops connection from time to time. My router gets a DHCP error randomly. But most of the time I just get disconnected for 1-5 min. Sometimes it's until reboot. Annoying as I can't access cameras or home server remotely. Also, my wife can't connect one of the clients in USA remotely, it's Virgin stuff as her co-worker has the same issue, she needs to swap for Three to connect to him. But it's a different topic.

Status:

Item Status Comments

Acquired Downstream Channel(Hz)	259000000	Locked
Ranged Upstream Channel(Hz)	60300000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	259000000	3.7	39	QAM 256	16
2	139000000	3.6	39	QAM 256	1
3	147000000	3.5	38	QAM 256	2
4	155000000	3.5	39	QAM 256	3
5	163000000	3.5	39	QAM 256	4
6	171000000	3.6	39	QAM 256	5
7	179000000	3.5	39	QAM 256	6
8	187000000	3.5	39	QAM 256	7
9	195000000	3.8	39	QAM 256	8
10	203000000	3.8	39	QAM 256	9
11	211000000	4	40	QAM 256	10
12	219000000	4	40	QAM 256	11
13	227000000	4	39	QAM 256	12
14	235000000	4	40	QAM 256	13
15	243000000	3.9	39	QAM 256	14
16	251000000	3.7	39	QAM 256	15
17	267000000	3.9	40	QAM 256	17
18	275000000	3.9	39	QAM 256	18
19	283000000	3.9	40	QAM 256	19
20	291000000	4	39	QAM 256	20
21	299000000	4	40	QAM 256	21
22	307000000	4	40	QAM 256	22
23	315000000	3.9	40	QAM 256	23
24	323000000	3.9	40	QAM 256	24
25	331000000	3.9	40	QAM 256	25
26	339000000	4.1	40	QAM 256	26
27	347000000	4.1	40	QAM 256	27
28	355000000	4	40	QAM 256	28
29	363000000	4.2	40	QAM 256	29
30	371000000	4.3	40	QAM 256	30
31	379000000	4.4	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	0	0
2	Locked	39	0	0
3	Locked	38	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	1	0
10	Locked	39	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	39	0	0
14	Locked	40	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	40	0	0
18	Locked	39	0	0
19	Locked	40	0	0
20	Locked	39	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	40	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	0	0

Upstream bonded channels

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

0	60300000	30.3	5120	QAM 64	1
1	53700000	29.8	5120	QAM 64	2
2	46200000	29.8	5120	QAM 64	3
3	39400000	29.8	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	1	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

dJKDHSUBsgvca69834ncxv987

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

112

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

111

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

[Tudor]

All your upstream channels are have way too low power levels. You need a technician’s visit to rectify, probably need moving to a higher attenuated tap on the street cabinet.

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Andaron]

I have fiber in the house connected to these new powered sockets.

Light cannot really be too weak, so it must be socked installed faulty or come interfaces

[Tudor]

Ah, fibre can have a lower power level for upstream, as long as it’s 29 or higher. Next thing to do is set up a BQM.

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

[Andaron]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c2a8903a1fcfe6e2588a1997b3d029b57798291

Had to enable ping respond in router firewall, slightly after starting monitor

[Andaron]

and thats only from today in log

14-01-2023 10:30:22	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 19 20 21 22 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
14-01-2023 10:30:22	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 19 20 21 22 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
14-01-2023 10:30:22	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; 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;
14-01-2023 10:30:22	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
14-01-2023 10:30:22	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 10:29:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 10:29:39	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 10:29:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 10:29:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:59:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:59:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:50:27	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:48:43	notice	REGISTRATION COMPLETE - Waiting for Operational status
14-01-2023 07:48:37	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:48:32	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;
14-01-2023 07:48:31	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:48:27	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:48:25	notice	Honoring MDD; IP provisioning mode = IPv4
14-01-2023 07:48:12	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;
14-01-2023 07:45:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:20:50	warning	Dynamic Range Window violation
14-01-2023 07:20:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:20:50	warning	Dynamic Range Window violation
14-01-2023 07:20:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:20:50	warning	Dynamic Range Window violation
14-01-2023 07:20:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:20:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:20:50	warning	Dynamic Range Window violation
14-01-2023 07:20:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:17:20	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:17:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-01-2023 07:06:17	notice	REGISTRATION COMPLETE - Waiting for Operational status

[Reece_MH]

Hi Andaron,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you're experiencing problems with your service and having some dropouts. I've had a look on my end and can see that some of your levels are out of specification, so we will have to get somebody out to take a look into this.

Please look out for my PM in the top-right, purple envelope.

Thanks,