on 26-04-2023 07:30
For some reason my connection keeps freezing and looking at the logs in my hub I think its due to upstream issues. Can someone from Virgin have a check as I don't think its a local issue but network.
Thanks.
1 | 331000000 | 3.3 | 40 | QAM 256 | 25 |
2 | 139000000 | 2.4 | 40 | QAM 256 | 1 |
3 | 147000000 | 2.1 | 40 | QAM 256 | 2 |
4 | 155000000 | 2 | 40 | QAM 256 | 3 |
5 | 163000000 | 2 | 40 | QAM 256 | 4 |
6 | 171000000 | 2.1 | 40 | QAM 256 | 5 |
7 | 179000000 | 2.4 | 40 | QAM 256 | 6 |
8 | 187000000 | 2.9 | 41 | QAM 256 | 7 |
9 | 195000000 | 3.4 | 41 | QAM 256 | 8 |
10 | 203000000 | 3.4 | 41 | QAM 256 | 9 |
11 | 211000000 | 3.4 | 41 | QAM 256 | 10 |
12 | 219000000 | 3.2 | 0 | QAM 256 | 11 |
13 | 227000000 | 3 | 40 | QAM 256 | 12 |
14 | 235000000 | 2.6 | 40 | QAM 256 | 13 |
15 | 243000000 | 2.1 | 40 | QAM 256 | 14 |
16 | 251000000 | 1.3 | 40 | QAM 256 | 15 |
17 | 259000000 | 1.2 | 40 | QAM 256 | 16 |
18 | 267000000 | 2.3 | 40 | QAM 256 | 17 |
19 | 275000000 | 3.2 | 41 | QAM 256 | 18 |
20 | 283000000 | 3.7 | 41 | QAM 256 | 19 |
21 | 291000000 | 4 | 41 | QAM 256 | 20 |
22 | 299000000 | 3.9 | 41 | QAM 256 | 21 |
23 | 307000000 | 3.9 | 41 | QAM 256 | 22 |
24 | 315000000 | 3.7 | 40 | QAM 256 | 23 |
25 | 323000000 | 3.5 | 40 | QAM 256 | 24 |
26 | 339000000 | 3.4 | 40 | QAM 256 | 26 |
27 | 347000000 | 3.8 | 41 | QAM 256 | 27 |
28 | 355000000 | 4.1 | 41 | QAM 256 | 28 |
29 | 363000000 | 4.4 | 41 | QAM 256 | 29 |
30 | 371000000 | 4.4 | 41 | QAM 256 | 30 |
31 | 379000000 | 4.6 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 40 | 8586 | 2044 |
2 | Locked | 40 | 120870249 | 5830056 |
3 | Locked | 40 | 117727007 | 10750533 |
4 | Locked | 40 | 262701703 | 3668914 |
5 | Locked | 40 | 374112858 | 1120690 |
6 | Locked | 40 | 61222385 | 69368 |
7 | Locked | 40 | 36616997 | 19715 |
8 | Locked | 41 | 19333329 | 12883 |
9 | Locked | 41 | 12074548 | 11470 |
10 | Locked | 41 | 9524242 | 7818 |
11 | Locked | 41 | 6552037 | 7292 |
12 | Locked | 0 | 96647958 | 8784960 |
13 | Locked | 40 | 314512558 | 170533965 |
14 | Locked | 40 | 10330759 | 5782 |
15 | Locked | 40 | 1690337 | 5533 |
16 | Locked | 40 | 2367047 | 4760 |
17 | Locked | 40 | 2328531 | 3879 |
18 | Locked | 40 | 593769 | 2761 |
19 | Locked | 41 | 205953 | 3387 |
20 | Locked | 41 | 99545 | 3144 |
21 | Locked | 41 | 73173 | 2602 |
22 | Locked | 41 | 51425 | 2454 |
23 | Locked | 41 | 26625 | 2069 |
24 | Locked | 40 | 17526 | 1749 |
25 | Locked | 40 | 13999 | 2047 |
26 | Locked | 40 | 5600 | 1088 |
27 | Locked | 41 | 3825 | 1294 |
28 | Locked | 41 | 6742 | 909 |
29 | Locked | 41 | 9178 | 871 |
30 | Locked | 41 | 13340 | 818 |
31 | Locked | 41 | 11928 | 3284 |
0 | 49600000 | 45.8 | 5120 | QAM 64 | 1 |
1 | 43100000 | 45.8 | 5120 | QAM 64 | 2 |
2 | 36600000 | 45.8 | 5120 | QAM 64 | 3 |
3 | 30100000 | 45.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 45.8 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 36 | 0 |
1 | ATDMA | 0 | 0 | 18 | 0 |
2 | ATDMA | 0 | 0 | 23 | 0 |
3 | ATDMA | 0 | 0 | 36 | 0 |
4 | ATDMA | 0 | 0 | 36 | 0 |
Network Log
26-04-2023 07:23:05 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:23:04 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:23:04 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:23:04 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:23:00 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:22:02 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:22:02 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:22:02 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:38 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:37 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:37 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:37 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:06 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:21:06 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
26-04-2023 07:20:29 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 15:36:04 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 15:35:20 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 15:35:20 | warning | Dynamic Range Window violation |
25-04-2023 09:28:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:28:08 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:28:00 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:28:00 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:27:45 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:27:04 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:27:03 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 11 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:27:02 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:27:01 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:26:42 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:26:39 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:26:35 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-04-2023 09:26:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 26-04-2023 08:50
At the moment in time these stats were recorded the Upstream Power & Modulation looked to be fine, some past timeouts can be seen.
But there are very large numbers of errors on all of the 3.0 Downstream Channels and Channel 12 looks very odd with SNR of 0.
This level of downstream error does indicate a service issue & it may well be affecting the customers in your locality.
Call the 0800 561 0061 number to see if there is a known local service fault.
on 26-04-2023 08:51
High levels of Post RS errors and T3 timeouts are issues. Looks commutative in terms of volume so try unplugging the hub for a minute and powering it back up and then post the new stats at the end of the day.
on 26-04-2023 08:52
Rather wait for support here as support by phone is like dealing with the crew of the Carry on films.
on 26-04-2023 12:26
0800 561 0061 is an automated number & it has the most current & local info available.
on 26-04-2023 14:06
@Client62 wrote:At the moment in time these stats were recorded the Upstream Power & Modulation looked to be fine, some past timeouts can be seen.
But there are very large numbers of errors on all of the 3.0 Downstream Channels and Channel 12 looks very odd with SNR of 0.
This level of downstream error does indicate a service issue & it may well be affecting the customers in your locality.
Call the 0800 561 0061 number to see if there is a known local service fault.
Absolutely. The T3s were probably not because of an upstream issue but because the cable modem never received the periodic maintenance message to begin with.
Fault on the drop, the network or a failing Hub. If there're no mass of reports a technician can eliminate two of those three possibilities.
on 28-04-2023 16:21
Hey SouthWaleschris,
Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection, I have been looking into this on our system and we will need to get this looked into by a technician to resolve the issues. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L