Virgin Media Community

[desperateMeasur]

Connection seems to be continuously dropping out.

25/05/2021 16:01:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 14:13:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 14:10:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 11:33:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 11:33:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Item Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	0	38	256 qam	1
2	147000000	0	38	256 qam	2
3	155000000	0.2	38	256 qam	3
4	163000000	0.2	38	256 qam	4
5	171000000	0.5	38	256 qam	5
6	179000000	0.5	38	256 qam	6
7	187000000	0.5	38	256 qam	7
8	195000000	0.2	38	256 qam	8
9	203000000	-0.4	38	256 qam	9
10	211000000	-0.4	38	256 qam	10
11	219000000	0.2	38	256 qam	11
12	227000000	0.5	38	256 qam	12
13	235000000	0.7	38	256 qam	13
14	243000000	0.5	38	256 qam	14
15	251000000	0.2	38	256 qam	15
16	259000000	0.2	38	256 qam	16
17	267000000	0.4	40	256 qam	17
18	275000000	0.2	40	256 qam	18
19	283000000	0	38	256 qam	19
20	291000000	-1	38	256 qam	20
21	299000000	-0.7	38	256 qam	21
22	307000000	0.5	38	256 qam	22
23	315000000	0.5	38	256 qam	23
24	323000000	0.7	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	6189149	4264520
2	Locked	38.6	5449863	1293842
3	Locked	38.9	2811506	213459
4	Locked	38.6	3463360	723741
5	Locked	38.9	2327552	191335
6	Locked	38.9	1641022	80481
7	Locked	38.9	2004486	124150
8	Locked	38.6	3395622	403830
9	Locked	38.9	2733683	236727
10	Locked	38.9	1347064	34721
11	Locked	38.6	1327482	28934
12	Locked	38.9	2467592	146004
13	Locked	38.6	2171609	119726
14	Locked	38.9	969725	8220
15	Locked	38.6	791574	4357
16	Locked	38.9	705773	3855
17	Locked	40.3	730869	4070
18	Locked	40.3	775196	12833
19	Locked	38.9	721430	5925
20	Locked	38.6	565311	2069
21	Locked	38.6	740289	5521
22	Locked	38.9	583979	1924
23	Locked	38.9	555750	1506
24	Locked	40.3	621739	2966

Upstream bonded channels

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

1	32600000	46.5	5120	64 qam	3
2	39400000	47.3	5120	64 qam	2
3	25799990	46	5120	64 qam	4
4	46200000	47.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	18	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	83	0

[jbrennand · Accepted solution]

Too many RS errors and T3 timeouts - but these may be historical accumulation over a long time frame. So can you switch the Hub off and unplug it for 5-10 minutes and then start it up. When done, check back in the settings and ensure that the RS error counts have all reset to 0 and the T3 errors shoul have cleared too. Then check every hour or two for the next day or so to see if they start reappearing and building up - they shouldn't. If they do (particularly the postRS ones) you have a problem that only a Tech visit will sort.

[desperateMeasur]

Thank you for that I'll give it a go.

[desperateMeasur]

20 hours later after a carrying out the 10 minute reset I'm getting this. I'm guessing this isn't normal?

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

1	139000000	-0.7	38	256 qam	1
2	147000000	-0.9	38	256 qam	2
3	155000000	-0.2	38	256 qam	3
4	163000000	0	38	256 qam	4
5	171000000	0.2	38	256 qam	5
6	179000000	0	38	256 qam	6
7	187000000	0	38	256 qam	7
8	195000000	-0.2	38	256 qam	8
9	203000000	-0.7	38	256 qam	9
10	211000000	-0.7	38	256 qam	10
11	219000000	0	38	256 qam	11
12	227000000	0.2	38	256 qam	12
13	235000000	0.4	38	256 qam	13
14	243000000	0.2	38	256 qam	14
15	251000000	0	38	256 qam	15
16	259000000	0	38	256 qam	16
17	267000000	0	38	256 qam	17
18	275000000	-0.7	38	256 qam	18
19	283000000	-1.5	38	256 qam	19
20	291000000	0	38	256 qam	20
21	299000000	0.2	38	256 qam	21
22	307000000	0.5	38	256 qam	22
23	315000000	0.4	38	256 qam	23
24	323000000	0.5	39	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	890276	899481
2	Locked	38.6	1143915	138115
3	Locked	38.9	165368	2628
4	Locked	38.6	745349	24167
5	Locked	38.9	106861	1224
6	Locked	38.9	38648	761
7	Locked	38.9	55381	574
8	Locked	38.9	394254	19867
9	Locked	38.9	172939	7628
10	Locked	38.9	2621	169
11	Locked	38.9	2335	132
12	Locked	38.9	88834	396
13	Locked	38.9	65114	235
14	Locked	38.9	732	34
15	Locked	38.9	486	35
16	Locked	38.9	338	38
17	Locked	38.6	261	39
18	Locked	38.6	2463	51
19	Locked	38.6	467	28
20	Locked	38.9	320	39
21	Locked	38.9	218	35
22	Locked	38.9	125	36
23	Locked	38.9	167	36
24	Locked	39.3	434	32

Refresh data

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

1	32600000	48.8	5120	64 qam	3
2	39400000	49.3	5120	64 qam	2
3	25800000	48.3	5120	64 qam	4
4	46200000	49.5	5120	64 qam	1

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

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

[jbrennand]

No I will ask VM to come here and take a look

[Tom_F · Accepted solution]

Hi desperateMeasur, thanks for getting in touch.

Sorry to hear about the issues you've had with your connection. So we can help further I will get in touch via PM - please look out for the purple envelope.

Tom 

[Tom_F]

Thanks for getting back to me @desperateMeasur that's booked in for you now, if you need to reschedule you can do via your online account (virg.in/myVM).

Please let us know how you get on, or if we can help with anything else.

Tom