Virgin Media Community

[paulsvensen515]

Downstream bonded channels

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

1	331000000	4.5	40	256 qam	25
2	203000000	3.5	38	256 qam	9
3	211000000	3.4	38	256 qam	10
4	219000000	3.5	38	256 qam	11
5	227000000	3.5	40	256 qam	12
6	235000000	3.7	40	256 qam	13
7	243000000	3.9	40	256 qam	14
8	251000000	4	40	256 qam	15
9	259000000	4.1	40	256 qam	16
10	267000000	4.5	40	256 qam	17
11	275000000	4.4	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4.6	40	256 qam	20
14	299000000	5	40	256 qam	21
15	307000000	4.9	40	256 qam	22
16	315000000	5	40	256 qam	23
17	323000000	4.9	40	256 qam	24
18	371000000	5.5	40	256 qam	26
19	379000000	5.6	40	256 qam	27
20	387000000	5.8	40	256 qam	28
21	395000000	6	40	256 qam	29
22	403000000	6.1	40	256 qam	30
23	411000000	6.1	40	256 qam	31
24	419000000	6.3	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	11842	7722
2	Locked	38.9	6726	785
3	Locked	38.9	4967	752
4	Locked	38.9	4221	875
5	Locked	40.9	4225	1320
6	Locked	40.3	4298	1126
7	Locked	40.3	4085	1686
8	Locked	40.3	3501	805
9	Locked	40.3	3889	1048
10	Locked	40.3	4195	846
11	Locked	40.3	3903	883
12	Locked	40.3	4654	1167
13	Locked	40.3	7525	1105
14	Locked	40.3	6677	995
15	Locked	40.3	7312	768
16	Locked	40.9	8926	804
17	Locked	40.3	10436	1171
18	Locked	40.9	16773	1768
19	Locked	40.3	19960	2770
20	Locked	40.3	19760	820
21	Locked	40.9	19748	976
22	Locked	40.9	18583	849
23	Locked	40.3	19359	755
24	Locked	40.3	25159	1353

Upstream bonded channels

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

1	32600000	46.3	5120	64 qam	7
2	25800184	45.8	5120	64 qam	8
3	39400025	46.5	5120	64 qam	6
4	46200166	46.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	29	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	29	0
4	ATDMA	0	0	17	0

[paulsvensen515]

Network Log

Time Priority Description

03/06/2021 16:51:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 01:12:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 09:05:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 21:57:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 09:05:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 02:51:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 21:05:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 04:12:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 16:28:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 03:45:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 20:13:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 20:13:8	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 19:33:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 17:32:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 04:57:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 00:43:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 18:13:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 18:02:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:03:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 12:43:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

That's because you've got massive upstream timeout errors.  The network log is probably full of T3 timeout reports, possibly Partial Service messages, and possibly Synch errors.

When was the hub last rebooted, because that zeroes the error counters, and gives an idea of how quickly they are building.

[paulsvensen515]

all still there after a reboot.

[Andrew-G]

I've marked that for forum staff to take a look and advise.

[Zach_R]

Hi @paulsvensen515,

Thank you for your posts and welcome to our community forums. We're here to help.

I am very sorry to hear that you're having some connection issues lately. May I ask if you've performed a factory reset of the router yet to see if that helps at all?

Thanks,
 

[Andrew-G]

A pin hole reset is a good idea, but be aware that the probable cause of the timeouts is a noisy upstream connection.  If it is just that the hub's operating software has been corrupted (eg by a momentary power interruption), then the reset clears the hub's memory and reloads the software and that COULD cure it.  It won't do anything other than a few hours at best improvement if the problem is upstream noise, and the few hours respite will be because when the hub is restarted or reset it negotiates a full set of 28 channels, and that usually persists until varying network conditions provoke frequency changes that bring back the noise problem.

So, give it a go, if you have any problems in the next few days come back to this thread, and perhaps re-post the full set of hub status data again.  I'm highy confident this will be fixed, but I lean towards the view it will probably require a technician visit.  

[paulsvensen515]

i have done both, i powered it down and left 10 mins then restarted and also a pin hole reset.

[Zak_M]

Thank you for coming back to us @paulsvensen515 

I would like to get an engineer out to you, are you happy for me to arrange this for you?

Kind regards,

Zak_M

[paulsvensen515]

yes please