Virgin Media Community

[BCEly]

Hi folks,

Could a moderator or fellow user give me some advice please?

For about the last 2 weeks my Hub3 keeps rebooting/disconnecting several times a day.

The VM Status page show no area issues (Area 07).

I run my VM Router in "Modem Mode" as I prefer to use my own router.

I just haven't got the strength to talk to the 'help' desk as they just aren't geared up to help on the more technical issues. They will do a test and say everything is OK

I had the exact same fault in both Spring 2020 and Sept 2020 when the hub was replaced for the 2nd time that year.

Logs to follow - Can anyone see a likely fault?

Any help or advice appreciated

Brian.

[BCEly]

Downstream bonded channels

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

1	203000000	1.5	40	256 qam	9
2	139000000	-0.2	40	256 qam	1
3	147000000	0	40	256 qam	2
4	155000000	-0.2	38	256 qam	3
5	163000000	0	39	256 qam	4
6	171000000	0.4	38	256 qam	5
7	179000000	0.5	40	256 qam	6
8	187000000	1.2	40	256 qam	7
9	195000000	1.7	40	256 qam	8
10	211000000	1.9	40	256 qam	10
11	219000000	2	40	256 qam	11
12	227000000	2	40	256 qam	12
13	235000000	2.2	40	256 qam	13
14	243000000	2.2	40	256 qam	14
15	251000000	1.7	40	256 qam	15
16	259000000	1.7	40	256 qam	16
17	267000000	2	40	256 qam	17
18	275000000	1.7	38	256 qam	18
19	283000000	1.5	40	256 qam	19
20	291000000	1.7	40	256 qam	20
21	299000000	1.7	38	256 qam	21
22	307000000	1.7	40	256 qam	22
23	315000000	2	40	256 qam	23
24	323000000	1.7	40	256 qam	24

[BCEly]

Downstream bonded channels

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

1	Locked	40.3	7962	2234
2	Locked	40.3	1531913	459565
3	Locked	40.3	202698	169878
4	Locked	38.9	662409	279509
5	Locked	39.3	1681523	521936
6	Locked	38.9	63354	82720
7	Locked	40.3	1449249	354428
8	Locked	40.3	461946	79380
9	Locked	40.3	10697	2749
10	Locked	40.3	6301	1872
11	Locked	40.3	6366	2087
12	Locked	40.3	7153	1866
13	Locked	40.3	7546	1416
14	Locked	40.9	7171	2442
15	Locked	40.3	6694	2034
16	Locked	40.9	7434	1765
17	Locked	40.3	9426	1922
18	Locked	38.9	7071	1771
19	Locked	40.3	5286	755
20	Locked	40.3	4148	1903
21	Locked	38.9	4772	1774
22	Locked	40.3	3181	562
23	Locked	40.3	2454	1724
24	Locked	40.3	2498	1129

[BCEly]

Upstream bonded channels

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

1	53700000	49.5	5120	64 qam	2
2	60300000	50	5120	64 qam	1
3	46200000	48.5	5120	64 qam	3
4	39400000	48	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	10	0

[BCEly]

Network Log

Time	Priority	Description
06/06/2021 07:57:41	notice	LAN login Success;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 20:51:48	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 20:49:24	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 19:58:6	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 19:58:4	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:44:25	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:38:40	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:21:49	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:20:53	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:19:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:14:16	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 11:55:48	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 11:40:14	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 11:19:31	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 11:17:2	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 10:28:57	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 10:22:58	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 22:36:37	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 21:27:15	critical	No Ranging Response received - T3 time-out;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 20:30:4	Warning!	RCS Partial Service;CM-MAC=ac:f8:cc:XX:XX:XX;CMTS-MAC=00:01:5c:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

US power levels near top of range and noise on your circuit (PostRS errors). You will need an engineer to sort this out. 
Setup a BQM here to monitor your circuit. www.thinkbroadband.com/ping 

[BCEly]

Thanks Adduxi

I already do have the monitoring set up at ThinkBroadband which is partly how I'm away of the outages but I also have my own Powershell script which drags the stats off of the router and alerts me to any outbound outage.

I'll book an engineer.

[BCEly]

Unfortunately, VM Support are about a useful as a Chocolate Teapot!!

'Martin' the engineer from the Indian call centre was trying to convince me that these errors are related to the WiFi and not the Coax/Docsys connection to my VMHub3.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	0	40	256 qam	1
2	147000000	0.5	40	256 qam	2
3	155000000	0.2	38	256 qam	3
4	163000000	0.2	40	256 qam	4
5	171000000	0.7	38	256 qam	5
6	179000000	1	38	256 qam	6

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	516637	138864
2	Locked	40.3	237625	234655
3	Locked	38.9	303564	196152
4	Locked	40.3	615745	138062
5	Locked	38.6	173500	114226
6	Locked	38.9	324183	907

He was unable to grasp the notion that when in 'Modem Mode', the WiFi is disabled.  He said there was absolutely, categorically NO fault on my Hub. He refused to help me book an engineer to look into the noise and lack of power on channels 1 thru 6.

VM need to employ better technical staff and stop having call centre staff that just work from a script.

Shame on you VM.

[John_GS]

Hi BCEly

Thanks for posting. Apologies for the broadband issues, though I can see we have booked in a technician. 

You can track this here

Let us know how the visit goes

Best,

[BCEly]

Hi John_GS

The hoops I have had to jump thru are outrageous. Getting anyone at VM to engage in the issue has been a massive struggle and as a customer of 20 years, I think VMs customer service is extremely poor.

I would take my business else where if there was viable competition in my area.