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robcatherall
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0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Everything was working fine. And suddenly it wasn't. Currently have <1Mbps downstream and 4Mbps upstream. Almost unusable of course, just enough to post this message 😕

Tried resetting box a couple of times, no difference. Connections seem okay and nothing has been changed.

Network Log

Time Priority Description

25/06/2020 13:12:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:12:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Not obvious how to contact VM. People seem to have been able to help here with similar problems. Thanks in advance.

Rob

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robcatherall
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Re: 0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Downstream bonded channels

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

1483000000-17.530256 qam32
2203000000-22.226256 qam9
3211000000-2127256 qam10
4219000000-2225256 qam0
5227000000-21.226256 qam12
6235000000-22.226256 qam13
7243000000-21.727256 qam14
8251000000-21.727256 qam15
9259000000-2226256 qam16
10267000000-21.727256 qam17
11275000000-21.827256 qam18
12283000000-20.528256 qam19
13291000000-20.828256 qam20
14299000000-1928256 qam21
15307000000-19.728256 qam22
16315000000-1829256 qam23
17323000000-18.729256 qam24
18427000000-18.529256 qam25
19435000000-19.229256 qam26
20443000000-18.530256 qam27
21451000000-18.729256 qam28
22459000000-17.530256 qam29
23467000000-18.430256 qam30
24475000000-17.730256 qam31



Downstream bonded channels

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

1Locked30.811989880
2Locked26.774190755969794
3Locked27.413007723307789
4Locked25.3270013384824
5Locked26.763003977090512
6Locked26.770189486370220
7Locked27.1117217801656810
8Locked27105006702888727
9Locked26.891102084281185
10Locked27111760872213088
11Locked27.1120871591293597
12Locked28126261433645
13Locked28126452433849
14Locked28.989418660
15Locked28.798204721
16Locked29.840781260
17Locked29.649980020
18Locked29.839235160
19Locked29.552837730
20Locked3031079130
21Locked29.842437980
22Locked30.812102550
23Locked30.322649680
24Locked30.513281500
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DJ_Shadow1966
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Re: 0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Hello

Yep that is a very bad connection your power levels are too low and your SNR is all over the place, this could be down too noise, so I would go around and make sure that all coaxial connections to all VM equipment are fingertight, power off hub for 30 secs and then back on, if the power level are still show those figures then an engineer will be  need to resolve the problem.

Regards Mike

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robcatherall
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Re: 0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Mike,

Thanks for your reply. Is there any trick to getting someone out other than sitting on the phone in the customer services queue on the 0345 number?

Rob

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DJ_Shadow1966
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Re: 0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Hello

If you hang around a VM staff member will get to the post (can take a few days) and sort that for you or alternatively you can use the text service 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you. 

Regards Mike

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Katie_WT
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Re: 0.6 Mbps downstream: RCS Partial Service and Lost MDD Timeout messages in Network Log

Hay there @robcatherall

 

Welcome to our Community and for your first posts to our Forums - sorry that you've been having some issues with your broadband service recently. Thanks so much to @DJ_Shadow1966 for interpreting your network logs and taking a look for us all. 

 

I have been able to locate your account from your Forum information and can see that your power levels are lower than we'd expect and are out of the parameters we would like. This would require a technician and I can see that you have since been in touch, chatting with Tech Support and have once scheduled 🙂 

 

You can check the date and time of this via your online account - you can even reschedule it if you need to - virg.in/myVM

 

Please do pop back once you've had your visit to let us now how things have gone. 

 

Cheers

 

 

Katie - Forum Team


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