Intermittent Outages

[intgom]

New customer here.

Broadband up since I got it last Thursday then had 5 intermittent outages this afternoon (Monday), each lasting between 10 and 30 minutes - a real pain during an afternoon of Teams calls!

Website said service status green in my area but when I asked for a 'line test' I got a message say that there were 'intermittent issues in your area' but no further detail.

Webchat said same but also said they'd 'done something' to my hub. Guess what - another outage shortly after that.

Virgin Media on Twitter sent me here cos they don't do DMs (really?) and are adamant that someone will be able to help. Do Virgin Media folk really look at these forums? Let's see. Apols for the distraction to everyone else.

My questions:  what caused the outages and how can I avoid them in future?

For context, my hub is set to modem-only and all else in my home is good (Orbi mesh wifi). Confirmed the outages by plugging laptop into hub via LAN cable and internet was, indeed, well and truly down.

[japitts]

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[intgom]

Hi japitts and thanks for the very quick reply.

Here you go...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81059705d70f4bed486429a063863004fc... 

[japitts]

Copying & pasting as requested, is a lot easier to read & digest, than screenshots.

Also your TBB is showing 100% packet loss so you'll need to enable the "respond to ICMP pings" option in your router.

[intgom]

Will copy and paste in due course. TBB won't work because I can't find the "respond to ICMP pings" setting on the hub.  Put hub back into 'router' mode, followed the instructions on TBB site ('Advanced' then 'Tools' then 'Ping') but the ICMP option has gone on my version of the firmware. 

[intgom]

Status

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[intgom]

3.0 Downstream channels

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

9	203000000	15.300003	38.605377	QAM256	9
1	139000000	15.699997	37.636276	QAM256	1
2	147000000	15.500000	37.355988	QAM256	2
3	155000000	15.400002	37.636276	QAM256	3
4	163000000	15.500000	38.605377	QAM256	4
5	171000000	15.500000	38.983261	QAM256	5
6	179000000	15.400002	38.983261	QAM256	6
7	187000000	15.199997	38.983261	QAM256	7
8	195000000	15.199997	38.983261	QAM256	8
10	211000000	15.599998	38.983261	QAM256	10
11	219000000	15.900002	38.605377	QAM256	11
12	227000000	16.400002	38.605377	QAM256	12
13	235000000	16.599998	38.983261	QAM256	13
14	243000000	17.300003	38.983261	QAM256	14
15	251000000	17.400002	38.983261	QAM256	15
16	259000000	17.800003	38.605377	QAM256	16
17	267000000	17.400002	38.983261	QAM256	17
18	275000000	17.000000	40.946209	QAM256	18
19	283000000	16.900002	40.366287	QAM256	19
20	291000000	17.099998	40.366287	QAM256	20
21	299000000	17.800003	40.366287	QAM256	21
22	307000000	17.900002	40.366287	QAM256	22
23	315000000	17.800003	40.366287	QAM256	23
24	323000000	17.699997	40.366287	QAM256	24
25	331000000	17.599998	40.946209	QAM256	25
26	339000000	17.699997	38.983261	QAM256	26
27	347000000	17.599998	38.983261	QAM256	27
28	355000000	17.599998	40.366287	QAM256	28
29	363000000	18.099998	40.366287	QAM256	29
30	371000000	18.000000	40.366287	QAM256	30
31	379000000	18.000000	38.983261	QAM256	31

3.0 Downstream channels

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

9	Locked	38.605377	0	0
1	Locked	37.636276	0	0
2	Locked	37.355988	7	0
3	Locked	37.636276	0	0
4	Locked	38.605377	7	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.605377	0	0
17	Locked	38.983261	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	7	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.946209	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

43

16.4

1010725

0

[intgom]

3.0 Upstream channels

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

1	39400000	25.020599	5120 KSym/sec	64QAM	4
2	46200000	25.020599	5120 KSym/sec	64QAM	3
3	53700000	25.520599	5120 KSym/sec	64QAM	2
4	60300000	25.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[intgom]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	;kfoA,.iyewrkldJKDHSUBsgvca69

Primary Downstream Service Flow

SFID	31996
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	31993
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[intgom]

Network Log

Time Priority Description

Thu Oct 27 18:41:37 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:41:37 2022	3	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:41:37 2022	4	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:41:37 2022	3	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:42:03 2022	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:42:53 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:43:04 2022	6	SW Download INIT - Via Config file dsfd;kfoA,.iyewrkldJKDHSUBsgv
Thu Oct 27 18:44:23 2022	6	SW download Successful - Via Config file
Thu Oct 27 18:47:03 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 18:59:20 2022	5	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;
Thu Oct 27 19:01:51 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:01:55 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:02:41 2022	3	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;
Thu Oct 27 19:05:34 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:06:07 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:06:11 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:18:21 2022	5	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;
Thu Oct 27 19:18:22 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:23:35 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 19:23:35 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 20:02:07 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 20:14:23 2022	5	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;
Thu Oct 27 20:45:36 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 27 20:57:53 2022	5	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;
Fri Oct 28 06:02:11 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 28 06:03:02 2022	3	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;
Fri Oct 28 06:05:51 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 28 06:06:43 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 28 06:18:56 2022	5	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;
Sun Oct 30 09:09:19 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 11:44:59 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 11:44:59 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 13:34:36 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 13:35:15 2022	3	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;
Mon Oct 31 13:39:14 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 13:51:29 2022	5	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;
Mon Oct 31 13:51:30 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 14:32:07 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 14:32:11 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 14:33:05 2022	3	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;
Mon Oct 31 14:36:59 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 14:49:14 2022	5	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;
Mon Oct 31 14:49:16 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 17:28:30 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 31 17:40:47 2022	5	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;
Mon Oct 31 20:31:19 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;