Broadband Dropouts

[JordanJ]

Hi,

I hope this is the right information:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	234750000	Locked
Ranged Upstream Channel (Hz)	25799972	Locked
Provisioning State	Online

Downstream bonded channels

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

1	234750000	-3.2	30	256 qam	13
2	242750000	-4	30	256 qam	14
3	250750000	-4.9	31	256 qam	15
4	258750000	-5.2	30	256 qam	16
5	266750000	-5.2	30	256 qam	17
6	274750000	-5.4	32	256 qam	18
7	282750000	-4.9	31	256 qam	19
8	290750000	-4.2	32	256 qam	20
9	298750000	-3.7	33	256 qam	21
10	306750000	-4	33	256 qam	22
11	314750000	-5	33	256 qam	23
12	322750000	-5.5	32	256 qam	24
13	330750000	-5.7	32	256 qam	25
14	338750000	-6.4	32	256 qam	26
15	346750000	-6.4	32	256 qam	27
16	354750000	-5.9	33	256 qam	28
17	362750000	-5	32	256 qam	29
18	370750000	-4.5	33	256 qam	30
19	378750000	-4	33	256 qam	31
20	386750000	-4	32	256 qam	32
21	394750000	-4.2	31	256 qam	34
22	402750000	-4.7	32	256 qam	35
23	410750000	-5.2	32	256 qam	36
24	418750000	-6	32	256 qam	37

Downstream bonded channels

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

1	Locked	30.7	1506934354	231820808
2	Locked	30.4	182831611	124254687
3	Locked	31	-728123307	24605376
4	Locked	30.8	-692838222	74568452
5	Locked	30.9	-1441922497	196423709
6	Locked	32.3	-1080006260	272895856
7	Locked	31.9	-1710995096	123928878
8	Locked	32.9	-1590059732	93709778
9	Locked	33.3	-1958562167	60954973
10	Locked	33.3	2067948166	33030925
11	Locked	33.4	979365257	7986828
12	Locked	32.9	111551489	1203281
13	Locked	32.6	-196013008	2727361
14	Locked	32.6	-555097794	4013337
15	Locked	33	1130532303	130666
16	Locked	33	470090598	110901
17	Locked	32.6	365863921	110750
18	Locked	33.4	330481245	114606
19	Locked	32.9	385382864	111465
20	Locked	32.5	590684338	167234
21	Locked	31.9	1481476873	139340
22	Locked	32.6	896672730	110459
23	Locked	32.5	1278222870	345098
24	Locked	32.3	2077091169	195625

Upstream bonded channels

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

1	25799972	51	5120	64 qam	4
2	46200723	51	5120	64 qam	1
3	39399300	49.8	5120	64 qam	2
4	32599983	49.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	88	0
2	ATDMA	0	0	73	0
3	ATDMA	0	0	90	0
4	ATDMA	0	0	91	0

Continued in next post

[JordanJ]

Continued....

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	135140
Max Traffic Rate	115000000
Max Traffic Burst	10000
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	135139
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

08/09/2021 06:12:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 06:04:38	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 06:04:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:58:14	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:58:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:57:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:56:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:53:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:53:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:46:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:45:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:42:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:42:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:36:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:33:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I'm using a Windows 10 laptop with 8GB Ram, 500GB SSD, fully updated.

VM recommended speed test shows this: 

PING ms

14

 DOWNLOAD Mbps

20.24

 UPLOAD Mbps

9.54

Up till a few weeks ago, I was getting 110Mbps

[lotharmat]

That is a very poorly connection.

Are there any issues listed if you call 0800 561 0061?

If not - call 0345 454 1111 (or 150 from a VM phone) and report it as a broadband fault:

It'll ask you to reboot the hub (if you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person! - They will hopefully be able to see what a mess the connection is and schedule a tech visit to rectify it!

[Kath_F]

Hi JordanJ, 

Thanks for your post and apologies to hear that you are having an issue with your broadband dropping out. 

Taking a look at things at this end, there appears to be a pro longed signal level issue. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi JordanJ,

 
Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.

[JordanJ]

What a gem! Thank you for your help!

[JordanJ]

All fixed and running again!

How do I contact VM to let them know how nice the guy was?

[lotharmat]

You can do it on here!

[JordanJ]

Link?

[Akua_A]

Glad to hear the issue was resolved @JordanJ.

To send appreciation to our staff, you can make a post here as you have done prior and we will pass this on to the relevant person or team. 

Thanks,