Virgin Media Community

[Turin]

I've had VM for up to 10 years, usually no problems. but lately I've been having horrible issues with my equipment, it seems to be restarting itself every few minutes or the connection on the line is noisy.

I'm posting my logs here to speed things up. any help is appreciated.

I'm on superhub 2aC.

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	6	3	4	5
Frequency (Hz)	25800000	46200000	39400000	32600000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	41.75	43.25	43.00	42.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	1	0	0	0
T4 Timeouts	0	0	0	0

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	139000000	147000000	155000000	163000000	171000000	179000000	187000000	195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	4.26	4.19	3.93	3.57	3.20	3.15	2.78	2.43
RxMER (dB)	36.84	34.48	32.32	34.93	38.61	38.98	38.61	38.61
Pre RS Errors	342149	1505996	7201163	3594883	683	1680	672	425
Post RS Errors	4346	183339	2597198	452982	297	303	303	324

Network Log

First Time	Last Time	Priority	Error Number	Description
23/10/2019 19:15:55 GMT	23/10/2019 19:15:55 GMT	Warning (5)	84020200	Lost MDD Timeout
23/10/2019 19:15:55 GMT	23/10/2019 19:15:55 GMT	Warning (5)	84020200	Lost MDD Timeout
23/10/2019 19:15:51 GMT	23/10/2019 19:15:51 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:50 GMT	23/10/2019 19:15:50 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:47 GMT	23/10/2019 19:15:47 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:47 GMT	23/10/2019 19:15:47 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:44 GMT	23/10/2019 19:15:44 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:43 GMT	23/10/2019 19:15:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:27 GMT	23/10/2019 19:15:27 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:26 GMT	23/10/2019 19:15:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:23 GMT	23/10/2019 19:15:23 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:23 GMT	23/10/2019 19:15:23 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:20 GMT	23/10/2019 19:15:20 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:20 GMT	23/10/2019 19:15:20 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:18 GMT	23/10/2019 19:15:18 GMT	Warning (5)	84020200	Lost MDD Timeout
23/10/2019 19:15:03 GMT	23/10/2019 19:15:03 GMT	Warning (5)	84020200	Lost MDD Timeout
23/10/2019 19:15:01 GMT	23/10/2019 19:15:01 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:01 GMT	23/10/2019 19:15:01 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:14:58 GMT	23/10/2019 19:14:58 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:14:58 GMT	23/10/2019 19:14:58 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync

I've been reluctant to upgrade to SH3 because of the bad reputation with gaming.

[SCA1972 · Accepted solution]

Low SNR on three downstream channels and those three channels have a high number of Post RS errors.

You will probably need a VM technician to visit and check your connection.  You can call VM and try to book a visit or wait for the forum team to get to this thread and they can help you book a visit.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[Turin]

[Turin]

I'm on the phone now as its become a bit too unbearable. hoping I don't have to go through all the troubleshooting steps.

[Turin]

@SCA1972 Would putting the router in modem mode and buying my own router fix this issue or does this mean there's a problem with the line?

[SCA1972]

---

@Turin wrote:
@SCA1972 Would putting the router in modem mode and buying my own router fix this issue or does this mean there's a problem with the line?

---

There is a problem with the line, which is why it is cutting out.  Getting your own router might improve your WiFi range though, as the line fault has no bearing on WiFi range.

Fingers crossed you get through to a decent person at the call centre 🤞.  Probably best not to mention the WiFi range, they will fob you off, just concentrate on the connection dropping out. 

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[John_GS]

Hi Turin,

Thanks for posting. I am sorry to hear of the broadband issues. 

I have checked the account and the hub is showing offline. I've therefore ran a diagnostic check, and it's asking me to ask, have you received a calling card to call us and quote RP Block? If not, are there any lights showing on the hub?

Kind regards,

[Turin]

The guy on the line was great. he ran a test on the line then booked me a technician for tomorrow. Thanks for the advice on the wifi it's much appreciated. I think I will get the same set up as you. The VM hub in modem mode with Netgear R7000 as a router. I've never done that before but I presume it's pretty straight forward. 

Thanks again for the quick replies SCA1972.

Edit:  John, I just went through that with support on the phone. They have booked me a technician for tomorrow. I'm sure he will be able to get things working again. Thank you two, very quick replies, it's appreciated.