Virgin Media Community

[Benj0s]

Hi,

Over the past 12 months I have been getting issues where the internet is dropping and the modem (Hub 3 in modem mode) appears to reboot.  It doesn't seem that consistent, some times it will happen twice a week and other times it will have once or twice daily.

I've posted my current modem logs below but any help on this would be much appreciated.

Thanks

Network Log

Time Priority Description

08/06/2021 10:48:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 08:08:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 20:47:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 23:28:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 10:22:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 19:05:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 05:02:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 17:18:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:06:20	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=3.0;
25/05/2021 22:04:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:03:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:03:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:03:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:03:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 22:03:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:35:45	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=3.0;
24/05/2021 12:33:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:33:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:33:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:33:30	Warning!	RCS Partial Service;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	323000000	4	40	256 qam	24
2	235000000	5	40	256 qam	13
3	243000000	4.8	40	256 qam	14
4	251000000	5	40	256 qam	15
5	259000000	5	40	256 qam	16
6	267000000	4.9	40	256 qam	17
7	275000000	4.6	40	256 qam	18
8	283000000	4.5	40	256 qam	19
9	291000000	4.5	40	256 qam	20
10	299000000	4.5	40	256 qam	21
11	307000000	3.4	38	256 qam	22
12	315000000	4.1	40	256 qam	23
13	331000000	4	40	256 qam	25
14	339000000	3.5	38	256 qam	26
15	347000000	3.7	40	256 qam	27
16	355000000	3.5	40	256 qam	28
17	363000000	3.4	40	256 qam	29
18	371000000	3.2	40	256 qam	30
19	379000000	3	38	256 qam	31
20	387000000	3	38	256 qam	32
21	395000000	3.2	40	256 qam	33
22	403000000	3.4	40	256 qam	34
23	411000000	3.5	40	256 qam	35
24	419000000	3.7	40	256 qam	36

Downstream bonded channels

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

1	Locked	40.3	6	0
2	Locked	40.3	5	0
3	Locked	40.9	6	0
4	Locked	40.9	21	0
5	Locked	40.3	16	0
6	Locked	40.3	6	0
7	Locked	40.3	1	0
8	Locked	40.3	6	0
9	Locked	40.3	4	0
10	Locked	40.3	7	0
11	Locked	40.3	5	0
12	Locked	40.3	7	0
13	Locked	40.3	5	0
14	Locked	38.9	8	0
15	Locked	40.9	6	0
16	Locked	40.3	4	0
17	Locked	40.9	8	0
18	Locked	40.3	13	0
19	Locked	38.9	10	0
20	Locked	38.6	2	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	46200000	47	5120	64 qam	3
2	39400000	46.3	5120	64 qam	4
3	53700000	48.8	5120	64 qam	2
4	60300000	49.8	5120	64 qam	1

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

[Adduxi]

Power levels are all within limits.  However the SYNC issues in the log are not good.  You will have to wait for a while until a VM Mod picks this up and runs additional tests on your Hub.

[Benj0s]

Thanks Adduxi, I thought that might be the case - time to wait for a VM Mod 🙂

[Tudor]

For your info it will be a VM staff member who picks up your post, mods only look after the board.

[Paul_DN]

Hi Benj0s,

Thanks for reaching out to us in our community and welcome, I am sorry to hear you have been having issues with the router in Modem Mode.

I have been unable to find your account with the details we have far you, so I can do more checks and arrange a tech if required I will send you a invite into a private chat, I will need you to put out router in Router mode and remove yours while we do this as there is inly so much we can see in Modem mode.

I will send a invite shortly, please click on the purple envelope to accept.

Regards

Paul.

[Paul_DN]

Hi Ben,

Thanks for coming back to me, I wasn't able to see the last BQM you sent me, I have had a look your end and everything looks fine no issues at all, your kevels are all where expected.

Regards

Paul.

[Benj0s]

Hi Paul,

I had another disconnect and router reboot last night (lost internet connection then a 5 minute wait for the router to reboot and re-establish a connection) - same error message in the logs too:

18/06/2021 21:47:6

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/m-p/47...

[Benj0s]

Hello again,

Just an update on this one.  I've still been getting router freezes and reboots with with a corresponding `Lost MDD Timeout` error to match (4 in the last 2 weeks that I know of).  Tonight I had a particularly bad one where the router froze for at least 5 minutes (the lights were on but the router web ui was unresponsive and there was no internet - normally it reboots almost as soon as I notice the internet is down).  I did get another `Lost MDD Timeout` error but this time it was accompanied by a variety of other error messages.

14/07/2021 19:14:36	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=3.0;
14/07/2021 19:12:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 19:12:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 19:12:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 19:12:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 19:12:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help on this about how to get this resolved would be much appreciated.

Thanks,

Ben.

[Travis_M]

Hi @Benj0s 

Thanks for posting on our community forum!

Has the issue been ongoing since you first posted or has it cropped back up again? 

Are you experiencing the same issues daily / weekly or? 

Regards