on 13-01-2023 10:40
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; |
on 13-01-2023 12:12
Can we please have the full set of stats.
on 13-01-2023 12:23
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
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
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
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
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
Allowed |
1 |
Enabled |
3.1 |
dJKDHSUBsgvca69834ncxv987 |
Primary Downstream Service Flow
112 |
1200000450 bps |
42600bytes |
0 bps |
Primary Upstream Service Flow
111 |
55000270 bps |
42600bytes |
0 bps |
16320bytes |
Best Effort |
on 13-01-2023 13:43
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.
on 13-01-2023 14:50
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
on 13-01-2023 16:26
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
13-01-2023 16:40 - edited 13-01-2023 16:44
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c2a8903a1fcfe6e2588a1997b3d029b57798291
Had to enable ping respond in router firewall, slightly after starting monitor
on 14-01-2023 10:31
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 |
on 16-01-2023 11:55
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,