Virgin Media Community

[Nicholasc1234]

We keep getting random disconnects on our internet engineer has replaced hub, changed cabling and still have the fault, it’s litterally about 30 seconds or so almost like a dns error, comes up on phone router isn’t connected to the internet. This is the same on Ethernet and wifi.  Can anyone advise? 

[jpeg1 · Accepted solution]

The first thing to do is set up a free BQM, and follow the instructions to set up a live link which you can post here. 

This will monitor your connection and display what is going on. 

https://www.thinkbroadband.com/broadband/monitoring/quality

[Nicholasc1234]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4a51b8f26d614567d4168b9fde8ad787433a0c1]My Broadband Ping[/url]

[Nicholasc1234]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4a51b8f26d614567d4168b9fde8ad787433a0c1

 or try this link  

[jpeg1]

Yes there have been a couple of very brief dropouts so far.  See what happens over a day or so. 

[Nicholasc1234]

Looks pretty obvious that I’ve got issues but Virgin have not been able to sort it 😐

[jpeg1]

OK. Next step is to get the Hub stats. Copy and post here, as text not screenshots, the downstream, upstream and network logs. 

[Martin_N]

Hi Nicholasc1234,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've had with the broadband service. 

I have taken a look on our side and I am unable to see anything that could be affecting this. 

To confirm, when you have said they replaced the cabling. Which exact cables have they replaced?

^Martin

[Nicholasc1234]

Just the internal cables. Not the fibre.  But as you can see I still have a rubbish unreliable connection. 

[Nicholasc1234]

• Downstream bonded channels

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

1	306000000	2.1	41	QAM 256	22
2	138000000	2.8	41	QAM 256	1
3	146000000	2.7	41	QAM 256	2
4	154000000	2.8	41	QAM 256	3
5	162000000	2.8	41	QAM 256	4
6	170000000	2.8	41	QAM 256	5
7	178000000	2.8	41	QAM 256	6
8	186000000	3.2	41	QAM 256	7
9	194000000	3.2	41	QAM 256	8
10	202000000	3.3	41	QAM 256	9
11	210000000	3.5	41	QAM 256	10
12	218000000	3.5	41	QAM 256	11
13	226000000	3.5	41	QAM 256	12
14	234000000	3.4	42	QAM 256	13
15	242000000	3	42	QAM 256	14
16	250000000	3	42	QAM 256	15
17	258000000	2.6	41	QAM 256	16
18	266000000	2.3	41	QAM 256	17
19	274000000	2.2	41	QAM 256	18
20	282000000	2.3	41	QAM 256	19
21	290000000	2.3	41	QAM 256	20
22	298000000	2.4	41	QAM 256	21
23	314000000	2.2	41	QAM 256	23
24	322000000	2.3	41	QAM 256	24
25	330000000	2.2	41	QAM 256	25
26	338000000	2.1	41	QAM 256	26
27	346000000	2.6	41	QAM 256	27
28	354000000	2.2	41	QAM 256	28
29	362000000	2.5	41	QAM 256	29
30	370000000	2.2	41	QAM 256	30
31	378000000	2.2	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	16	0
2	Locked	41	1	0
3	Locked	41	1	0
4	Locked	41	3	0
5	Locked	41	1	0
6	Locked	41	2	0
7	Locked	41	1	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	1	0
14	Locked	42	0	0
15	Locked	42	1	0
16	Locked	42	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	41	5	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

Upstream bonded channels

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

0	60300000	37.8	5120	QAM 64	9
1	53700000	37.8	5120	QAM 64	10
2	46200000	37.8	5120	QAM 64	11
3	39400000	37.8	5120	QAM 64	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	1	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0

01-02-2023 17:13:01	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 10:58:26	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
01-02-2023 10:57:25	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 10:57:03	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 09:15:33	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
01-02-2023 09:14:17	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 09:13:51	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 00:45:25	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
01-02-2023 00:44:12	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 00:44:12	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 20:41:01	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 20:39:27	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 20:39:16	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 15:51:11	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 15:45:56	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 15:45:49	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 15:11:31	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 15:10:07	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 15:09:56	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 14:54:35	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 14:53:26	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 14:52:56	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:33:53	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 11:32:55	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:32:42	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 10:09:37	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 10:08:07	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 10:08:00	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:39:35	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
31-01-2023 09:38:01	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:37:56	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 01:09:18	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.