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JordanJ
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Broadband Dropouts

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

1234750000-3.230256 qam13
2242750000-430256 qam14
3250750000-4.931256 qam15
4258750000-5.230256 qam16
5266750000-5.230256 qam17
6274750000-5.432256 qam18
7282750000-4.931256 qam19
8290750000-4.232256 qam20
9298750000-3.733256 qam21
10306750000-433256 qam22
11314750000-533256 qam23
12322750000-5.532256 qam24
13330750000-5.732256 qam25
14338750000-6.432256 qam26
15346750000-6.432256 qam27
16354750000-5.933256 qam28
17362750000-532256 qam29
18370750000-4.533256 qam30
19378750000-433256 qam31
20386750000-432256 qam32
21394750000-4.231256 qam34
22402750000-4.732256 qam35
23410750000-5.232256 qam36
24418750000-632256 qam37


Downstream bonded channels

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

1Locked30.71506934354231820808
2Locked30.4182831611124254687
3Locked31-72812330724605376
4Locked30.8-69283822274568452
5Locked30.9-1441922497196423709
6Locked32.3-1080006260272895856
7Locked31.9-1710995096123928878
8Locked32.9-159005973293709778
9Locked33.3-195856216760954973
10Locked33.3206794816633030925
11Locked33.49793652577986828
12Locked32.91115514891203281
13Locked32.6-1960130082727361
14Locked32.6-5550977944013337
15Locked331130532303130666
16Locked33470090598110901
17Locked32.6365863921110750
18Locked33.4330481245114606
19Locked32.9385382864111465
20Locked32.5590684338167234
21Locked31.91481476873139340
22Locked32.6896672730110459
23Locked32.51278222870345098
24Locked32.32077091169195625

Upstream bonded channels

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

12579997251512064 qam4
24620072351512064 qam1
33939930049.8512064 qam2
43259998349.5512064 qam3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00880
2ATDMA00730
3ATDMA00900
4ATDMA00910

 

Continued in next post

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JordanJ
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Re: Broadband Dropouts

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

SFID135140
Max Traffic Rate115000000
Max Traffic Burst10000
Min Traffic Rate0



Primary Upstream Service Flow

SFID135139
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

08/09/2021 06:12:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 06:04:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 06:04:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:58:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:58:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:57:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:56:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:53:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:53:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:51:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:46:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:45:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:42:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:42:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:36:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 05:33:7criticalNo 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
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lotharmat
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Re: Broadband Dropouts

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Kath_F
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Re: Broadband Dropouts

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
Forum Team




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Kath_F
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Re: Broadband Dropouts

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.

Kath_F
Forum Team




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JordanJ
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Message 6 of 10
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Re: Broadband Dropouts

What a gem! Thank you for your help!

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JordanJ
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Re: Broadband Dropouts

All fixed and running again!

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

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lotharmat
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Re: Broadband Dropouts

You can do it on here!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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JordanJ
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Re: Broadband Dropouts

Link?

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Akua_A
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Re: Broadband Dropouts

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,

Akua_A
Forum Team



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