Virgin Media Community

[Neato]

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

[Andrew-G · Accepted solution]

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.

[Roger_Gooner]

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.

[Robert_P]

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

[Neato]

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

[Neato]

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

[Roger_Gooner]

Your power levels are too low on several downstream channels, so a tech needs to be sent round to investigate.

[Robert_P]

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

[Neato]

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

[Zach_R]

Hi @Neato,

I'm just checking in to see how your services have been? Have you seen an improvement?

Thanks,