Virgin Media Community

[Samit_p]

During routine use there is an intermittent loss of all wireless and wired connections to broadband. This can be very frequent sometimes multiple times per hour lasting for up to 10 minutes each time. There are no unusual lights on the super hub 3.0 when this occurs.

Less frequently approximately 5 times per day the main light turns green followed by the wifi and internet connection arrows turning green. This also results in the same loss of connection on all devices.

I have contacted virgin by phone multiple times and engineers have changed the hub twice. Once they changed connectors inside the property and outside to the distribution box mounted on the block of flats. None of this has resolved the problem.

[Samit_p]

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	170750000	1.2	37	256 qam	5
2	138750000	0	37	256 qam	1
3	146750000	0.5	37	256 qam	2
4	154750000	1	37	256 qam	3
5	162750000	1	37	256 qam	4
6	178750000	1.9	38	256 qam	6
7	186750000	1.7	37	256 qam	7
8	194750000	1.5	38	256 qam	8
9	202750000	2	38	256 qam	9
10	210750000	2.4	38	256 qam	10
11	218750000	2	38	256 qam	11
12	226750000	2	37	256 qam	12
13	234750000	2.5	38	256 qam	13
14	242750000	2.2	38	256 qam	14
15	250750000	2.2	38	256 qam	15
16	258750000	2.5	37	256 qam	16
17	266750000	2.7	38	256 qam	17
18	274750000	1.9	37	256 qam	18
19	282750000	2	37	256 qam	19
20	290750000	2.7	38	256 qam	20
21	298750000	2.7	38	256 qam	21
22	306750000	2.7	38	256 qam	22
23	314750000	3.2	38	256 qam	23
24	322750000	3.4	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	7978	44724
2	Locked	37.3	625952	301844
3	Locked	37.3	105603	82817
4	Locked	37.3	383148	84279
5	Locked	37.6	639656	212428
6	Locked	38.9	458131	100968
7	Locked	37.6	218028	60254
8	Locked	38.6	5439	51181
9	Locked	38.6	5272	51863
10	Locked	38.6	5357	44582
11	Locked	38.9	5610	44712
12	Locked	37.6	5661	44374
13	Locked	38.9	5517	41710
14	Locked	38.6	5457	45933
15	Locked	38.6	5209	46925
16	Locked	37.6	5190	43879
17	Locked	38.6	5575	42985
18	Locked	37.6	5724	40803
19	Locked	37.6	5595	37041
20	Locked	38.6	5376	36263
21	Locked	38.6	5622	38383
22	Locked	38.6	5411	38386
23	Locked	38.6	5289	37371
24	Locked	38.6	5225	40887

[Samit_p]

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

1	60300054	4.6	5120	64 qam	1
2	39399981	4.575	5120	64 qam	4
3	46199990	4.575	5120	64 qam	3
4	53699966	4.6	5120	64 qam	2

Upstream bonded channelsChannel 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

[Samit_p]

Network LogTime Priority Description

14/10/2019 16:30:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:53:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:53:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:54:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:56:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:58:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 16:58:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:02:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:06:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 17:06:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Pre & Post errors look high, but they are accumulative since the Hub3 was last power cycled which could have been some time ago. Please power cycle your hub and post a new set of figures after a few hours, be sure to include your upstream power levels as well  

[Samit_p]

Thanks for the help tudor. I will turn the unit off and disconnect the power supply for 90 seconds and then restart. After 2 hours I will post the same stats again.

Is this acceptable or is there further data that I have not included? I am an amateur here these details mean nothing to me.

[griffin]

Although the logs only span 30mins or so, they are showing frequent loss of MAC Layer messages which are an indication of a noisy connection, the RS errors tend to confirm. It would be worth observing the RS error for a steady climb.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

[Samit_p]

Okay so 2 hours after power cycling, results are:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	170750000	7.4	38	256 qam	5
2	178750000	7.9	38	256 qam	6
3	186750000	7.6	38	256 qam	7
4	194750000	7.4	38	256 qam	8
5	202750000	7.6	38	256 qam	9
6	210750000	7.9	38	256 qam	10
7	218750000	7.5	38	256 qam	11
8	226750000	7.4	38	256 qam	12
9	234750000	7.6	38	256 qam	13
10	242750000	7.3	38	256 qam	14
11	250750000	7	38	256 qam	15
12	258750000	7.3	38	256 qam	16
13	266750000	7.5	38	256 qam	17
14	274750000	6.6	38	256 qam	18
15	282750000	6.5	38	256 qam	19
16	290750000	7	38	256 qam	20
17	298750000	7	38	256 qam	21
18	306750000	7	38	256 qam	22
19	314750000	7.4	38	256 qam	23
20	322750000	7.5	38	256 qam	24
21	402750000	8.1	38	256 qam	25
22	410750000	8.5	38	256 qam	26
23	418750000	8.6	38	256 qam	27
24	426750000	8.5	38	256 qam	28

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	5099	47134
2	Locked	38.9	36795	50574
3	Locked	38.9	18935	57096
4	Locked	38.9	4222	65807
5	Locked	38.9	4173	57286
6	Locked	38.6	4371	49467
7	Locked	38.9	4323	53282
8	Locked	38.9	4275	53117
9	Locked	38.9	4250	48779
10	Locked	38.6	4220	52400
11	Locked	38.9	4083	57543
12	Locked	38.6	4071	50923
13	Locked	38.6	4305	47819
14	Locked	38.9	4439	49801
15	Locked	38.9	4518	44495
16	Locked	38.9	4400	44781
17	Locked	38.9	4498	45239
18	Locked	38.9	4242	46257
19	Locked	38.9	4095	43870
20	Locked	38.6	4187	49659
21	Locked	38.6	4208	32061
22	Locked	38.9	4298	28887
23	Locked	38.9	4034	20793
24	Locked	38.6	4339	21427

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

1	60300093	4.55	5120	64 qam	1
2	39400082	4.525	5120	64 qam	4
3	46199961	4.525	5120	64 qam	3
4	53700113	4.55	5120	64 qam	2

Upstream bonded channelsChannel 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

Network LogTime Priority Description

14/10/2019 19:31:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:31:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:31:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:32:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:33:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:55:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 19:56:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Roger_Gooner]

Can you ask other residents if they are having problems as well? If so, I suspect that something's wrong from the lockbox to the distribution cabinet.

[Tudor]

Very definite problems on your circuit. Only a VM technician can resolve, call customer services and report the problems, you may have to be persistent and stress the seriousness of the problem.