Virgin Media Community

[shelvock86]

Whenever there is a frost outside, usually early mornings, our TV signal drops out almost entirely and we get the error message 'CS2004 Channel Failedc on all channels until the weather warms up through the day and then the signal comes back fine. This has been happening ever since we had our new 360 box installed and the engineer replaced some of the connections on the Omni Box outside. Yesterday, the broadband signal also dropped out furbto the snow and frost. As it only happens when it's very cold out, by  the time customer service is open it has usually resolved itself and they therefore can't find an issue from their end. Please could someone help as it's getting very troublesome in the mornings and I need it sorting.

[shelvock86]

By the way, I have checked all connections are tight, tried different HDMI cables and rebooted the 360 box and router but nothing has helped.

[japitts]

It might be worth coming at this using the broadband angle, and start pulling stats from the modem...

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs. Do this when you have problems, and when service is ok - it'll make for a long post but might show issues.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying problems.

[shelvock86]

Thanks I'll give that a try to get some more info 👍🏼

[shelvock86]

Hi Japitts,

So this morning we once again have no TV Signal due to the cold weather however broadband is ok. Here is the info from the router as of this morning.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
202750000

Locked
Ranged Upstream Channel (Hz)
53700000

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 0 32 256 qam 9
2 138750000 -1 32 256 qam 1
3 146750000 -0.7 32 256 qam 2
4 154750000 -0.4 32 256 qam 3
5 162750000 -0.2 32 256 qam 4
6 170750000 0 32 256 qam 5
7 178750000 0 32 256 qam 6
8 186750000 0 32 256 qam 7
9 194750000 0 32 256 qam 8
10 210750000 -0.2 31 256 qam 10
11 218750000 -0.4 31 256 qam 11
12 226750000 -0.5 30 256 qam 12
13 234750000 -0.7 30 256 qam 13
14 242750000 -1 30 256 qam 14
15 250750000 -0.5 30 256 qam 15
16 258750000 -0.5 30 256 qam 16
17 266750000 -0.2 30 256 qam 17
18 274750000 -0.5 31 256 qam 18
19 282750000 0 31 256 qam 19
20 290750000 0 31 256 qam 20
21 298750000 0.2 31 256 qam 21
22 306750000 0.2 31 256 qam 22
23 314750000 0.5 31 256 qam 23
24 322750000 0.4 31 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 32.2 71749128 0
2 Locked 32.2 48426780 0
3 Locked 32.5 39750207 0
4 Locked 32.6 29337186 0
5 Locked 32.6 26142158 0
6 Locked 32.9 21852012 0
7 Locked 32.6 23796298 0
8 Locked 32.6 29778893 0
9 Locked 32.5 42420816 0
10 Locked 31.6 132046592 0
11 Locked 31.4 238033280 0
12 Locked 30.8 405451514 0
13 Locked 30.6 578540724 0
14 Locked 30.4 664613435 0
15 Locked 30.6 578732307 0
16 Locked 30.8 507940100 0
17 Locked 30.8 429031777 0
18 Locked 31 417091192 0
19 Locked 31 391336881 0
20 Locked 31.1 375079517 0
21 Locked 31.3 342325990 0
22 Locked 31.6 261097534 0
23 Locked 31.9 198875352 0
24 Locked 31.9 169521381 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 51 5120 64 qam 1
2 32600346 51 5120 64 qam 4
3 39400000 51 5120 64 qam 3
4 46200000 51 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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 52974
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 52973
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
01/04/2022 06:44:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:57 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:10 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:41:36 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:41:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:49 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:39:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:39:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:37:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:36:50 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[shelvock86]

...and here is the router info when the TV signal is good and weather has warmed up

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
202750000

Locked
Ranged Upstream Channel (Hz)
53699951

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 1.4 38 256 qam 9
2 138750000 0.5 38 256 qam 1
3 146750000 0.7 38 256 qam 2
4 154750000 0.9 40 256 qam 3
5 162750000 1.2 38 256 qam 4
6 170750000 1.4 40 256 qam 5
7 178750000 1.5 38 256 qam 6
8 186750000 1.5 38 256 qam 7
9 194750000 1.5 40 256 qam 8
10 210750000 1.2 38 256 qam 10
11 218750000 1 38 256 qam 11
12 226750000 0.7 38 256 qam 12
13 234750000 0.5 38 256 qam 13
14 242750000 0.5 40 256 qam 14
15 250750000 0.9 40 256 qam 15
16 258750000 0.7 38 256 qam 16
17 266750000 1 38 256 qam 17
18 274750000 0.9 40 256 qam 18
19 282750000 1 40 256 qam 19
20 290750000 1.2 38 256 qam 20
21 298750000 1.5 38 256 qam 21
22 306750000 1.5 38 256 qam 22
23 314750000 1.7 38 256 qam 23
24 322750000 1.5 40 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 78445137 0
2 Locked 38.9 52829869 0
3 Locked 38.9 43278451 0
4 Locked 40.3 32014140 0
5 Locked 38.9 28495619 0
6 Locked 40.3 23854117 0
7 Locked 38.9 25922319 0
8 Locked 38.9 32478597 0
9 Locked 40.3 46314362 0
10 Locked 38.9 144680702 0
11 Locked 38.9 261558763 0
12 Locked 38.9 446884994 0
13 Locked 38.9 638842194 0
14 Locked 40.3 735697861 0
15 Locked 40.3 639152745 0
16 Locked 38.9 559946699 0
17 Locked 38.9 472132489 0
18 Locked 40.3 458757718 0
19 Locked 40.3 430174383 0
20 Locked 38.9 411999097 0
21 Locked 38.9 375650091 0
22 Locked 38.9 286006417 0
23 Locked 38.9 217601124 0
24 Locked 40.9 185187131 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699951 51 5120 64 qam 1
2 32600000 51 5120 64 qam 4
3 39400000 51 5120 64 qam 3
4 46200000 51 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 1 0
4 ATDMA 0 0 1 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 52974
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 52973
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
03/04/2022 18:05:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:44:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:57 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:43:10 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:42:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:41:36 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:41:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:49 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:40:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:39:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:39:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:38:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:37:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 06:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[japitts]

Good stuff - post moved to the broadband board for the locals there to have a gander.

I hope @jbrennand  doesn't mind being pinged to have a look here.

[shelvock86]

Thanks Japitts, bit just to be clear this is primarily a TV issue were experiencing, the Broadband has only dropped out once, whereas the TV signal drops without fail every cold morning/night.

I've been trying to get through to customer services when the TV signal is down but just keep getting the text link to the TV service checker, which says there is an issue with the signal and to give them 24hours to try and fix it, and this has happened a few times now to no avail

[shelvock86]

Here is the link to my broadband quality monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a0b691773b571c82fdd34269a83a9a204ec49c7e

[carl_pearce]

Your downstream SNR levels are not very good when 'cold'.

Your HUB is having to correct way too many 'Pre RS Errors'.

Your upstream power levels are high, regardless.

Engineer visit required.