Menu
Reply
Highlighted
  • 165
  • 6
  • 22
marrtin
Superfast
608 Views
Message 1 of 23
Flag for a moderator

Poor / lost broadband connection

Hi, would some kind soul cast an eye over my router stats, I seem to be having a problem that started about a week or so ago and seems to be getting worse.  The BQM is Monday, but most days now are similar.  Thanks.

 

c9c0aa004098b5504c7880795f499d65cdfb21d8-07-10-2019.png

 

Network Log

Time Priority Description

09/10/2019 09:47:54ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:47:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:47:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:47:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:19ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:48:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:49:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:49:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 09:49:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 



 

 

 
0 Kudos
Reply
  • 165
  • 6
  • 22
marrtin
Superfast
606 Views
Message 2 of 23
Flag for a moderator

Re: Poor / lost broadband connection

Downstream bonded channels

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

1442250000-11.435256 qam5
2450250000-11.534256 qam6
3458250000-11.535256 qam7
4466250000-11.734256 qam8
5474250000-11.734256 qam9
6482250000-11.534256 qam10
7490250000-11.535256 qam11
8498250000-11.535256 qam12
9506250000-11.235256 qam13
10514250000-11.735256 qam14
11522250000-11.735256 qam15
12530250000-12.234256 qam16
13538250000-12.435256 qam17
14546250000-12.534256 qam18
15554250000-1234256 qam19
16562250000-1234256 qam20
17570250000-1234256 qam21
18578250000-12.234256 qam22
19586250000-12.534256 qam23
20594250000-12.734256 qam24
21658250000-12.235256 qam25
22666250000-12.235256 qam26
23674250000-12.234256 qam27
24682250000-1235256 qam28



Downstream bonded channels

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

1Locked351192699911636595
2Locked34.9789910715658816
3Locked351296836210584556
4Locked34.9974245813808803
5Locked34.91092055212627869
6Locked34.9929767714261816
7Locked35834041615210886
8Locked35.5164442027096726
9Locked35.7189555154564022
10Locked35150127508570375
11Locked35141031689434325
12Locked34.9160310187498545
13Locked35182427845268176
14Locked34.9195332453978497
15Locked34.922515759770304
16Locked34.9219408601451096
17Locked34.922532120754562
18Locked34.922554037727482
19Locked34.9218261561626572
20Locked34.3203901983084844
21Locked35.522696782497105
22Locked3522590393604499
23Locked34.9196306703838091
24Locked3522644618340468

 

Upstream bonded channels

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

1394000304.2512064 qam2
2258000444.5512064 qam4
3462000154.225512064 qam1
4326001234.325512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
  • 8.97K
  • 922
  • 1.4K
jbrennand
Alessandro Volta
585 Views
Message 3 of 23
Flag for a moderator
Helpful Answer

Re: Poor / lost broadband connection

Your downstream power levels are too low on all channels and the signal to noise ratios are borderline. Also, can you reboot the Hub to reset the RS error counts to 0 (check it worked) then look back in there in a few hours and days to see how they are and if they are building up quickly - to rule out any "historical accumulation".
In any case... you will need a Technician's visit to rectify the problem Calling it in should be quicker than waiting on here for VM to respond (a day or two)

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 165
  • 6
  • 22
marrtin
Superfast
543 Views
Message 4 of 23
Flag for a moderator

Re: Poor / lost broadband connection

Thanks jbrennand.  Not sure I have the willpower to tackle customer service at the moment, so as it's still mostly up, I'll wait for a mod to pick this up.

Incidentally, did a hard reset yesterday evening, checked it reset the counters, and the results so far are:-

Downstream bonded channels

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

1Locked34.9554774354954
2Locked34.9425308484595
3Locked34.9557905351315
4Locked34.9643592265490
5Locked34.9601520308811
6Locked34.9360663550566
7Locked35578307331332
8Locked35419084492691
9Locked34.9460221449665
10Locked34.9418894491771
11Locked34.9348067563681
12Locked35665140243956
13Locked34.9774708132457
14Locked34.9611812298530
15Locked34.9559161351506
16Locked34.4597008315564
17Locked34.4643378268825
18Locked34.4711826204387
19Locked34.986038346894
20Locked34.981448593791
21Locked34.486198346009
22Locked34.487340534124
23Locked34.484474769436
24Locked34.383025391946
0 Kudos
Reply
  • 8.97K
  • 922
  • 1.4K
jbrennand
Alessandro Volta
534 Views
Message 5 of 23
Flag for a moderator

Re: Poor / lost broadband connection

Thats bad - you need a techy visit.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 1.61K
  • 79
  • 110
Forum Team
Forum Team
479 Views
Message 6 of 23
Flag for a moderator

Re: Poor / lost broadband connection

Sorry to hear you've been having broadband issues.

 

I'd be happy to pick this up for you. Check out the purple envelope in the top right hand corner for a PM from me

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
  • 165
  • 6
  • 22
marrtin
Superfast
432 Views
Message 7 of 23
Flag for a moderator

Re: Poor / lost broadband connection

Thanks David

Sorry, but don't seem to have a pm from you.

Update:  The issue seems to be spreading, lost both tv and BB service for a short period last night.

BB2-952e673cc4de9b353b59e595936dd57c58022097-13-10-2019.png

0 Kudos
Reply
  • 165
  • 6
  • 22
marrtin
Superfast
407 Views
Message 8 of 23
Flag for a moderator

Re: Poor / lost broadband connection

It's worse than that it's dead Jim, dead Jim Dead!

BB3-952e673cc4de9b353b59e595936dd57c58022097-13-10-2019.png

Hoped I might have had a reply from a forum team member by now though.  Sigh!

  • 11.71K
  • 778
  • 3.44K
Very Insightful Person
Very Insightful Person
410 Views
Message 9 of 23
Flag for a moderator

Re: Poor / lost broadband connection

@ModTeam 

Can someone organise a tech visit for this poor soul?

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

Mark as Helpful Answer if I've helped

  • 11.71K
  • 778
  • 3.44K
Very Insightful Person
Very Insightful Person
408 Views
Message 10 of 23
Flag for a moderator

Re: Poor / lost broadband connection

@marrtin 

Do me a favour and screen cap your browser when you are on the forum?

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

Mark as Helpful Answer if I've helped

0 Kudos
Reply