Virgin Media Community

[Dazeasty]

Well i'm definitely getting my money's worth - NOT!!

I've even had an engineer out today saying he can't do anything cos everything's showing up as working.

Any answers please?

[Andrew-G]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screen shots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[Dazeasty]

Downstream bonded channels

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

1	331000000	4.5	40	256 qam	25
2	203000000	4.5	40	256 qam	9
3	211000000	4.4	40	256 qam	10
4	219000000	4.5	40	256 qam	11
5	227000000	4.5	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.6	40	256 qam	14
8	251000000	4.8	40	256 qam	15
9	259000000	4.8	40	256 qam	16
10	267000000	4.9	40	256 qam	17
11	275000000	5	40	256 qam	18
12	283000000	5.5	40	256 qam	19
13	291000000	5.6	40	256 qam	20
14	299000000	6	40	256 qam	21
15	307000000	5.6	40	256 qam	22
16	315000000	5.5	40	256 qam	23
17	323000000	4.6	38	256 qam	24
18	371000000	6	40	256 qam	26
19	379000000	5.8	40	256 qam	27
20	387000000	5.3	40	256 qam	28
21	395000000	5.6	40	256 qam	29
22	403000000	5.6	40	256 qam	30
23	411000000	6	40	256 qam	31
24	419000000	6	40	256 qam	32

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

1	Locked	40.3	67851	28623
2	Locked	40.9	84762	69902
3	Locked	40.3	79786	86704
4	Locked	40.3	76623	91474
5	Locked	40.3	73196	85942
6	Locked	40.3	64071	85413
7	Locked	40.9	59700	85964
8	Locked	40.3	54600	92324
9	Locked	40.9	47254	73839
10	Locked	40.3	56430	62613
11	Locked	40.9	52901	63876
12	Locked	40.9	61207	52429
13	Locked	40.3	70059	31858
14	Locked	40.3	70298	38660
15	Locked	40.9	70448	30728
16	Locked	40.3	70091	35945
17	Locked	40.3	68578	37878
18	Locked	40.9	43622	20259
19	Locked	40.3	39908	27282
20	Locked	40.3	50992	24168
21	Locked	40.9	42158	23484
22	Locked	40.9	28635	21741
23	Locked	40.3	23171	22352
24	Locked	40.3	16269	25998

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

1	60300000	39	5120	64 qam	1
2	39400000	37.5	5120	64 qam	4
3	46200000	37	5120	64 qam	3
4	53700000	39	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	6	0

[Dazeasty]

Network Log

Time Priority Description

07/05/2021 13:53:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:52:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Ooh, that's nasty.  Loads of post-RS (uncorrectable) errors on the downstream, far too many timeout on the upstream and a network log that's rammed full of unpleasantness.  Could you do a pinhole reset of the hub (will lose any custom settings), let it run for about six-12 hours and re-post that data?

Reason for that request is that (a) it will zero the error counters and we can see if they are rising again, and (b) it reloads the firmware of the hub, which will eliminate any corrupt RAM image caused by things like power surges.  I suspect that won't solve the problem because the most probable cause is a noisy cable connection, but if the problem and errors are persisting the staff here can get a technician booked for you.

[Dazeasty]

Will do, thanks

[Dazeasty]

Here are the latest logs

Downstream bonded channels

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

1	331000000	5	40	256 qam	25
2	203000000	4.5	40	256 qam	9
3	211000000	4.4	40	256 qam	10
4	219000000	4.4	40	256 qam	11
5	227000000	4.5	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.6	40	256 qam	14
8	251000000	4.6	40	256 qam	15
9	259000000	4.8	40	256 qam	16
10	267000000	4.9	40	256 qam	17
11	275000000	5	40	256 qam	18
12	283000000	5.4	40	256 qam	19
13	291000000	5.6	40	256 qam	20
14	299000000	5.8	40	256 qam	21
15	307000000	5.5	40	256 qam	22
16	315000000	5.1	38	256 qam	23
17	323000000	4.5	38	256 qam	24
18	371000000	6	40	256 qam	26
19	379000000	5.8	40	256 qam	27
20	387000000	5.1	40	256 qam	28
21	395000000	5.6	40	256 qam	29
22	403000000	5.6	40	256 qam	30
23	411000000	6	40	256 qam	31
24	419000000	6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	40.3	19	0
3	Locked	40.3	7	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.3	4	0
7	Locked	40.3	6	0
8	Locked	40.9	5	0
9	Locked	40.3	3	0
10	Locked	40.9	8	0
11	Locked	40.3	6	0
12	Locked	40.9	6	0
13	Locked	40.9	7	0
14	Locked	40.3	19	0
15	Locked	40.3	8	0
16	Locked	38.9	8	0
17	Locked	38.9	6	0
18	Locked	40.3	0	0
19	Locked	40.3	5	0
20	Locked	40.9	3	0
21	Locked	40.3	5	0
22	Locked	40.9	4	0
23	Locked	40.9	7	0
24	Locked	40.9	7	0

Upstream bonded channels

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

1	60300000	39.2	5120	64 qam	1
2	39400000	37.3	5120	64 qam	4
3	46200000	36.8	5120	64 qam	3
4	53700000	37.8	5120	64 qam	2

Upstream bonded channels

Channel 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

[Dazeasty]

Network Log

Time Priority Description

08/05/2021 10:07:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 19:27:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:53:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:52:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Dazeasty]

Any further info please?

[Robert_P]

Hello Dazeasty

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums and posting all of the requested information.

I can see there are some discrepancies' with the levels, not to the level's they were before though. We aren't seeing any Post RS Errors either since the pin hole reset, has the connection improved at all?

Rob