on 15-08-2021 22:03
Hiya all!
We've had intermittent broadband service the past 2 days. The modem connection drops every 10 minutes or so for about 5 minutes each time. Service is fine for other Virgin Media user in our street, so the problem is likely to do with our house connection.
Below is a snapshot of our current error logs on the modem (Hub 3):
Time Priority Description
15/08/2021 20:44:21 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:41:37 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:32:10 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:31:40 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:19:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:17:14 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:12:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:03:13 | Error | Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:03:0 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:02:44 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:02:25 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:02:21 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:01:55 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:01:42 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:01:39 | Error | DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:01:22 | Error | DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:00:54 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:00:37 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 20:00:10 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2021 19:59:27 | Error | Service Add rejected - Required parameter not present;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
|
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -0.7 | 37 | 256 qam | 25 |
2 | 202750000 | -0.9 | 31 | 256 qam | 9 |
3 | 210750000 | -1.5 | 31 | 256 qam | 10 |
4 | 218750000 | -0.2 | 31 | 256 qam | 11 |
5 | 226750000 | -0.5 | 28 | 256 qam | 12 |
6 | 234750000 | -1.2 | 31 | 256 qam | 13 |
7 | 242750000 | -2.2 | 31 | 256 qam | 14 |
8 | 250750000 | -1.5 | 33 | 256 qam | 15 |
9 | 258750000 | -1.7 | 35 | 256 qam | 16 |
10 | 266750000 | -2.5 | 32 | 256 qam | 17 |
11 | 274750000 | -2.4 | 34 | 256 qam | 18 |
12 | 282750000 | -2.2 | 34 | 256 qam | 19 |
13 | 290750000 | -1.4 | 34 | 256 qam | 20 |
14 | 298750000 | -1.5 | 30 | 256 qam | 21 |
15 | 306750000 | -1.9 | 36 | 256 qam | 22 |
16 | 314750000 | -2.2 | 37 | 256 qam | 23 |
17 | 322750000 | -1.4 | 35 | 256 qam | 24 |
18 | 338750000 | -0.5 | 36 | 256 qam | 26 |
19 | 346750000 | -0.5 | 36 | 256 qam | 27 |
20 | 354750000 | -1.7 | 36 | 256 qam | 28 |
21 | 362750000 | -1.9 | 37 | 256 qam | 29 |
22 | 370750000 | -2.4 | 37 | 256 qam | 30 |
23 | 378750000 | -1.5 | 38 | 256 qam | 31 |
24 | 386750000 | -1.5 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 1129 | 282 |
2 | Locked | 31 | 18691596 | 2022106 |
3 | Locked | 30.5 | 18911663 | 1419917 |
4 | Locked | 30.8 | 10639158 | 4290 |
5 | Locked | 28.7 | 22189813 | 3360 |
6 | Locked | 31.1 | 7120969 | 320 |
7 | Locked | 31.3 | 17330715 | 968 |
8 | Locked | 33.9 | 16841916 | 1183 |
9 | Locked | 35 | 6063178 | 1571 |
10 | Locked | 32.3 | 2069535 | 2753 |
11 | Locked | 34.3 | 790647 | 1723 |
12 | Locked | 34.9 | 8696252 | 1502 |
13 | Locked | 34.3 | 1372816 | 668 |
14 | Locked | 30.8 | 9362890 | 155000 |
15 | Locked | 36.3 | 2159 | 155 |
16 | Locked | 37.3 | 34710 | 207 |
17 | Locked | 35.7 | 142241 | 284 |
18 | Locked | 36.6 | 813 | 227 |
19 | Locked | 36.6 | 4063 | 147 |
20 | Locked | 36.6 | 39690 | 100 |
21 | Locked | 37.6 | 5648 | 118 |
22 | Locked | 37.3 | 5219 | 182 |
23 | Locked | 38.9 | 1169 | 159 |
24 | Locked | 38.9 | 395 | 152 |
Can anyone shed some light on what the issue is so I can provide the service team with some concise information to troubleshoot it with?
Many thanks, Neato
Answered! Go to Answer
on 15-08-2021 22:29
Yep. Signal to noise ratio is too low on half of the downstream channels. Could be an area SNR fault that will have a fix date/time already arranged, or may be that something's been changed relating to your particular connection. I'll mark for the forum staff to advise, and they'll book a technician if one is needed and you haven't already got on booked.
If you're planning to phone this in then feel free, but it could be a long winded and not very satisfying experience; personally I'd wait for the forum staff to take a look.
on 15-08-2021 22:29
Yep. Signal to noise ratio is too low on half of the downstream channels. Could be an area SNR fault that will have a fix date/time already arranged, or may be that something's been changed relating to your particular connection. I'll mark for the forum staff to advise, and they'll book a technician if one is needed and you haven't already got on booked.
If you're planning to phone this in then feel free, but it could be a long winded and not very satisfying experience; personally I'd wait for the forum staff to take a look.
on 16-08-2021 00:18
Your modem is struggling to maintain a network lock. In order to rule out a problem with your equipment power off the hub, check that all coaxial connections are tight between the hub and wall socket, and power on the hub again. Post your stats and log again.
on 16-08-2021 08:24
Hi Neato,
Sorry to hear of the problems experienced with your broadband connection and the errors, we appreciate you taking the time to raise this via the forums and welcome to the community!
From looking at the connection and equipment there are some problems at the moment, there aren't any reported area issues in regards to SNR but there are issues showing in the level's which will require a technician.
I'm going to send you a Private Message to get some more details from you to arrange a visit. Looking forward to hearing back from you.
Rob
on 17-08-2021 20:38
Thanks Roger, following your advice...
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 0.4 | 40 | 256 qam | 25 |
2 | 202750000 | 2 | 38 | 256 qam | 9 |
3 | 210750000 | 2 | 38 | 256 qam | 10 |
4 | 218750000 | 1.7 | 38 | 256 qam | 11 |
5 | 226750000 | 1.5 | 38 | 256 qam | 12 |
6 | 234750000 | 1 | 38 | 256 qam | 13 |
7 | 242750000 | 1 | 40 | 256 qam | 14 |
8 | 250750000 | 1.2 | 40 | 256 qam | 15 |
9 | 258750000 | 1.2 | 38 | 256 qam | 16 |
10 | 266750000 | 1 | 40 | 256 qam | 17 |
11 | 274750000 | 0.5 | 38 | 256 qam | 18 |
12 | 282750000 | 0.4 | 38 | 256 qam | 19 |
13 | 290750000 | 0.4 | 38 | 256 qam | 20 |
14 | 298750000 | 0.9 | 38 | 256 qam | 21 |
15 | 306750000 | 0.7 | 38 | 256 qam | 22 |
16 | 314750000 | 0.5 | 38 | 256 qam | 23 |
17 | 322750000 | 0.5 | 38 | 256 qam | 24 |
18 | 338750000 | 0.4 | 38 | 256 qam | 26 |
19 | 346750000 | 0.5 | 38 | 256 qam | 27 |
20 | 354750000 | 0.4 | 40 | 256 qam | 28 |
21 | 362750000 | 0 | 38 | 256 qam | 29 |
22 | 370750000 | -0.2 | 40 | 256 qam | 30 |
23 | 378750000 | -0.2 | 38 | 256 qam | 31 |
24 | 386750000 | -0.4 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 1129 | 282 |
2 | Locked | 31 | 18691596 | 2022106 |
3 | Locked | 30.5 | 18911663 | 1419917 |
4 | Locked | 30.8 | 10639158 | 4290 |
5 | Locked | 28.7 | 22189813 | 3360 |
6 | Locked | 31.1 | 7120969 | 320 |
7 | Locked | 31.3 | 17330715 | 968 |
8 | Locked | 33.9 | 16841916 | 1183 |
9 | Locked | 35 | 6063178 | 1571 |
10 | Locked | 32.3 | 2069535 | 2753 |
11 | Locked | 34.3 | 790647 | 1723 |
12 | Locked | 34.9 | 8696252 | 1502 |
13 | Locked | 34.3 | 1372816 | 668 |
14 | Locked | 30.8 | 9362890 | 155000 |
15 | Locked | 36.3 | 2159 | 155 |
16 | Locked | 37.3 | 34710 | 207 |
17 | Locked | 35.7 | 142241 | 284 |
18 | Locked | 36.6 | 813 | 227 |
19 | Locked | 36.6 | 4063 | 147 |
20 | Locked | 36.6 | 39690 | 100 |
21 | Locked | 37.6 | 5648 | 118 |
22 | Locked | 37.3 | 5219 | 182 |
23 | Locked | 38.9 | 1169 | 159 |
24 | Locked | 38.9 | 395 | 152 |
on 17-08-2021 20:40
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 44 | 5120 | 64 qam | 6 |
2 | 32599974 | 44 | 5120 | 64 qam | 5 |
3 | 39400004 | 44 | 5120 | 64 qam | 4 |
4 | 46199976 | 44 | 5120 | 64 qam | 3 |
Upstream bonded channels
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 17-08-2021 20:42
on 18-08-2021 09:21
Thanks for providing the requested details Neato, I've looked again this morning and can see you have rebooted the Hub recently. The issues that were present previously appear to have cleared up, has the connection improved?
If not, let me know and I will arrange the technician for you.
Rob
on 18-08-2021 09:54
Thanks Rob, I'll monitor the performance through the first part of the day and let you know. The issue tends to happen around 6pm onwards, so it might be nice to have an engineer to possibly take a look if they are available. I don't think we've had an engineer check us out since we were initially hooked up over 10 years ago.
Here is the latest status:
18/08/2021 06:37:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Many thanks, Neato
on 20-08-2021 10:10
Hi @Neato,
I'm just checking in to see how your services have been? Have you seen an improvement?
Thanks,