Virgin Media Community

[jka94036]

Hi

Just had a tech visit to move my hub from upstairs to downstairs, job was completed but now my upload modulation is 32 qam across the board and power levels have all dropped (they were all around 46)

The tech was in a bit of a rush to say the least and did not check anything. I have reset & rebooted several times but issue still remains

data

Upstream bonded channels

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

1	60300116	41.8	5120	32 qam	1
2	53699829	41.3	5120	32 qam	2
3	39399649	39.8	5120	32 qam	4
4	46199766	40.5	5120	32 qam	3

[jbrennand]

Power levels are fine 32qam is not "normal" so can you reset the Hub again as below and see if they reconnect at 64
__________________________________________________________________________

Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.

[jka94036]

Hi

Reset done and still remain at 32 qam

John

[jbrennand]

OK.

On occasion VM can configure your network to run at a lower qam - but a VM person would need to look at that and comment.

So........ What issues are you experiencing on the connection?

Can you post up the rest of the Hub's data - the 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - or - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[jka94036]

Downstream bonded channels

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

1	266750000	4	40	256 qam	17
2	138750000	5.9	38	256 qam	1
3	146750000	5.9	38	256 qam	2
4	154750000	5.6	38	256 qam	3
5	162750000	5.5	40	256 qam	4
6	170750000	5.5	40	256 qam	5
7	178750000	5.3	40	256 qam	6
8	186750000	5.1	38	256 qam	7
9	194750000	4.9	40	256 qam	8
10	202750000	4.5	40	256 qam	9
11	210750000	4.5	38	256 qam	10
12	218750000	4.3	38	256 qam	11
13	226750000	4.3	40	256 qam	12
14	234750000	4.1	38	256 qam	13
15	242750000	4	40	256 qam	14
16	250750000	4	40	256 qam	15
17	258750000	4	40	256 qam	16
18	274750000	3.9	40	256 qam	18
19	282750000	4	40	256 qam	19
20	290750000	4.1	40	256 qam	20
21	298750000	4.5	40	256 qam	21
22	306750000	4.4	40	256 qam	22
23	314750000	4.5	40	256 qam	23
24	322750000	4.4	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	12	0
2	Locked	38.9	6	0
3	Locked	38.9	10	0
4	Locked	38.9	10	0
5	Locked	40.3	4	0
6	Locked	40.3	11	0
7	Locked	40.3	7	0
8	Locked	38.9	6	0
9	Locked	40.3	8	0
10	Locked	40.3	5	0
11	Locked	38.9	13	0
12	Locked	38.9	17	0
13	Locked	40.3	8	0
14	Locked	38.9	6	0
15	Locked	40.9	5	0
16	Locked	40.9	8	0
17	Locked	40.3	7	0
18	Locked	40.3	8	0
19	Locked	40.9	13	0
20	Locked	40.9	5	0
21	Locked	40.3	12	0
22	Locked	40.3	16	0
23	Locked	40.3	7	0
24	Locked	40.9	10	0

[jka94036]

Seems channel 1 has made it back to 64

data

Upstream bonded channels

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

1	60300000	41.8	5120	64 qam	1
2	53699942	41	5120	32 qam	2
3	39400196	39.5	5120	32 qam	4
4	46200092	40.3	5120	32 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts

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

[jka94036]

24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:28:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/02/2022 15:13:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/02/2022 05:00:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/02/2022 07:26:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/02/2022 17:00:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 16:42:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 02:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 01:42:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 01:35:39criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 01:33:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 01:33:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/02/2022 01:33:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jka94036]

As to issues, speeds seem a bit erratic now with occasional buffering streaming.

Everything seemed ok before the hub move 

John

[jka94036]

Seems I have been having some issues for some time wrt packet loss (albeit small)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aacc90f1c66eb9d95a1ac9e88b5e41be157fd94a

 Just lately service has been pants with multiple disconnects etc which admittedly have been due to a network issue, but apparently that was sorted only to be replaced by something else !

[jka94036]

Which one is true ?

No error ?

Yes there is a fault ?

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