Virgin Media Community

[lrichar0]

Really losing my patience with VM.  When you call for help you have to ring twice now as first call is all automated and all I get is reboot your Hub.  When you do s peak with a human they are useless!!  I keep asking them to look at the HUB 3 logs and see the errors and they keep coming up with nonsensical excuses.  I have been in IT for over 25 years and they are the worse!.  I am adding my Network logs etc to see if anyone can help.

Network Logs

Time Priority Description

26/08/2021 15:55:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 11:47:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 03:25:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:58:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:33:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:27:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:00:49	critical	Received 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;
23/08/2021 11:57:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 11:57:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 11:57:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jpeg1]

Unfortunately the remote call centre staff have no technical training beyond reading a script on a screen. 

Your network log alone doesn't tell the full story. Please post the downstream and upstream logs as well. 

It would also be very useful if you could set up a free BQM and post a link here.

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

[lrichar0]

Downstream bonded channels

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

1	203000000	4.6	40	256 qam	9
2	211000000	4.6	40	256 qam	10
3	219000000	4.6	40	256 qam	11
4	227000000	4.8	40	256 qam	12
5	235000000	4.8	40	256 qam	13
6	243000000	4.5	40	256 qam	14
7	251000000	4.8	40	256 qam	15
8	259000000	5	40	256 qam	16
9	267000000	5.1	40	256 qam	17
10	275000000	5.1	40	256 qam	18
11	283000000	5.5	40	256 qam	19
12	291000000	5.4	40	256 qam	20
13	299000000	5.5	40	256 qam	21
14	307000000	5.5	40	256 qam	22
15	315000000	5.5	40	256 qam	23
16	323000000	5.5	40	256 qam	24
17	331000000	5.5	40	256 qam	25
18	339000000	5.5	40	256 qam	26
19	347000000	5.5	40	256 qam	27
20	355000000	5.6	40	256 qam	28
21	363000000	6	40	256 qam	29
22	371000000	6	40	256 qam	30
23	379000000	5.8	40	256 qam	31
24	387000000	5.6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	40	0
2	Locked	40.3	50	3
3	Locked	40.3	49	0
4	Locked	40.3	31	0
5	Locked	40.3	9	0
6	Locked	40.3	6	0
7	Locked	40.3	1	0
8	Locked	40.9	8	0
9	Locked	40.3	8	0
10	Locked	40.3	10	0
11	Locked	40.3	8	0
12	Locked	40.3	20	0
13	Locked	40.3	9	0
14	Locked	40.3	5	0
15	Locked	40.3	5	0
16	Locked	40.3	7	0
17	Locked	40.3	6	0
18	Locked	40.3	5	0
19	Locked	40.3	5	0
20	Locked	40.9	6	0
21	Locked	40.9	5	0
22	Locked	40.9	15	0
23	Locked	40.9	4	0
24	Locked	40.3	3	0

[jpeg1]

The downstream looks entirely normal.  Where is the upstream data?  Post a link to the BQM, which will show any dropouts 

[Ashleigh_C]

Hi there @Irichar0

Thank you so much for your post and I am so sorry to see you are facing these issues with your connection. 

I have double checked the Hub on our side and everything appears to be in spec, so we cannot see what could be causing this issue. Can I ask if you are experiencing this loss of connection on wired as well as WiFi devices? 

Are you able to do as advised by @jpeg1 and provide us with a BQM? Can you set this up and let it run for 24-48 hours then post the results so we can get a more in depth look into these disconnects?