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Old 25-08-2009, 23:23   #1
MrMan
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50MB Dropping
My 50MB broadband service from Virgin keeps dropping the connection.

This has happened at least every 48 hours since it was installed.

Could anyone give me any suggestions on the best way to go about getting this fixed?... I guess I could give them a call - Not sure how useful they'll be!

My stats are

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 17 18 19 20
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 7.25 6.98 6.99 8.08
RxMER
(dB) 36.84 36.84 36.39 37.09
Correctable
Codewords 6184 5657 6674 5911
Uncorrectable
Codewords 276 906 299 290

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 1 N/A N/A N/A
Frequency
(Hz) 37500000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 34.50 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 18 0 0 0
T4 Timeouts 1 0 0 0

Anyone who knows what they actually mean see anything wrong?
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Old 25-08-2009, 23:28   #2
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Re: 50MB Dropping
Power levels are fine

So more tests to help: http://www.cableforum.co.uk/board/94...l#post34852254
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Old 25-08-2009, 23:55   #3
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Re: 50MB Dropping
Thanks.


Pinging bbc.co.uk [212.58.224.138] with 32 bytes of data:
Reply from 212.58.224.138: bytes=32 time=15ms TTL=116
Reply from 212.58.224.138: bytes=32 time=46ms TTL=116
Reply from 212.58.224.138: bytes=32 time=40ms TTL=116
Reply from 212.58.224.138: bytes=32 time=86ms TTL=116

Tracing route to bbc.co.uk [212.58.224.138]
1 <1 ms <1 ms 5 ms router1 [10.10.10.251]
2 3 ms 7 ms 7 ms 62-31-196-1.cable.ubr09.benw.blueyonder.co.uk [62.31.196.1]
3 5 ms 7 ms 8 ms osr01benw-ge119.network.virginmedia.net [80.0.145.49]
4 1 ms 8 ms 5 ms osr02gate-tenge71.network.virginmedia.net [62.30.245.45]
5 8 ms 8 ms 7 ms gate-t3core-1b-ge-010-0.network.virginmedia.net [80.0.144.129]
6 62 ms 88 ms 19 ms man-bb-b-as2-0.network.virginmedia.net [213.105.175.169]
7 10 ms 15 ms 15 ms man-bb-a-ae0-0.network.virginmedia.net [62.253.187.177]
8 78 ms 22 ms 19 ms gfd-bb-b-ae1-0.network.virginmedia.net [213.105.175.146]
9 21 ms 85 ms 24 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
10 62 ms 23 ms 29 ms 212.58.239.249
11 16 ms 29 ms 89 ms 212.58.238.149
12 55 ms 23 ms 23 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]

http://www.speedtest.net/result/548491872.png

The service is absolutely fine when it's working.. But just keeps dropping the connection

I have a clever router (Dual WAN with auto failover) which is showing the connection is definitely dying. It was fine via a ADSL modem previously used.

I've swapped coax and Ethernet cabling.
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Old 26-08-2009, 00:00   #4
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Re: 50MB Dropping
Quote:
Originally Posted by MrMan View Post
Thanks.


Pinging bbc.co.uk [212.58.224.138] with 32 bytes of data:
Reply from 212.58.224.138: bytes=32 time=15ms TTL=116
Reply from 212.58.224.138: bytes=32 time=46ms TTL=116
Reply from 212.58.224.138: bytes=32 time=40ms TTL=116
Reply from 212.58.224.138: bytes=32 time=86ms TTL=116

Tracing route to bbc.co.uk [212.58.224.138]
1 <1 ms <1 ms 5 ms router1 [10.10.10.251]
2 3 ms 7 ms 7 ms 62-31-196-1.cable.ubr09.benw.blueyonder.co.uk [62.31.196.1]
3 5 ms 7 ms 8 ms osr01benw-ge119.network.virginmedia.net [80.0.145.49]
4 1 ms 8 ms 5 ms osr02gate-tenge71.network.virginmedia.net [62.30.245.45]
5 8 ms 8 ms 7 ms gate-t3core-1b-ge-010-0.network.virginmedia.net [80.0.144.129]
6 62 ms 88 ms 19 ms man-bb-b-as2-0.network.virginmedia.net [213.105.175.169]
7 10 ms 15 ms 15 ms man-bb-a-ae0-0.network.virginmedia.net [62.253.187.177]
8 78 ms 22 ms 19 ms gfd-bb-b-ae1-0.network.virginmedia.net [213.105.175.146]
9 21 ms 85 ms 24 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
10 62 ms 23 ms 29 ms 212.58.239.249
11 16 ms 29 ms 89 ms 212.58.238.149
12 55 ms 23 ms 23 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]

http://www.speedtest.net/result/548491872.png

The service is absolutely fine when it's working.. But just keeps dropping the connection

I have a clever router (Dual WAN with auto failover) which is showing the connection is definitely dying. It was fine via a ADSL modem previously used.

I've swapped coax and Ethernet cabling.
Out of interest, what do the lights do on the VM modem, when the connection dies?
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Old 26-08-2009, 00:09   #5
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Re: 50MB Dropping
The connection dies then is back working again a very short while later. I've not managed to see the lights when it happens. The modem is not in a place where it's easily visible.
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Old 26-08-2009, 00:11   #6
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Re: 50MB Dropping
Quote:
Originally Posted by MrMan View Post
The connection dies then is back working again a very short while later. I've not managed to see the lights when it happens. The modem is not in a place where it's easily visible.
Sounds to me like a dodgey modem - ring TS and see if they can replace it for you.
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Old 26-08-2009, 00:19   #7
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Re: 50MB Dropping
Thanks, will get onto them.
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Old 26-08-2009, 00:29   #8
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Re: 50MB Dropping
Quote:
Originally Posted by MrMan View Post
Thanks, will get onto them.
Let us know how you get on
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Old 26-08-2009, 00:44   #9
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Re: 50MB Dropping
Quote:
Originally Posted by MrMan View Post
Thanks, will get onto them.
Get on to them generally. There's nothing in what you describe to indicate a faulty modem straight off, it's one of a few possible issues. They should be able to advise further.

Downstream power is a bit high though. I see disconnects like these in my modem logs:

QOS=1.1;CM-VER=3.0;
Thu Aug 20 03:29:09 2009 Thu Aug 20 03:29:09 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:22:68:f0:2b:xx;CMTS-MAC=00:30:b8:d0:ac:50;CM-QOS=1.1;CM-VER=3.0;

Do you have similar?

http://192.168.100.1/CmEventLog.asp
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Old 26-08-2009, 01:20   #10
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Re: 50MB Dropping
I have:

First Time Last Time Priority Description
Sun Aug 23 21:18:12 2009 Mon Aug 24 09:58:38 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 09:58:38 2009 Mon Aug 24 09:58:38 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 09:58:38 2009 Mon Aug 24 09:58:38 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed]:50;CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:38:08 2009 Mon Aug 24 12:38:08 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 18:05:39 2009 Tue Aug 25 22:13:47 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 22:13:47 2009 Tue Aug 25 22:13:47 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 22:13:47 2009 Tue Aug 25 22:13:47 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
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Old 26-08-2009, 01:23   #11
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Re: 50MB Dropping
Quote:
Originally Posted by MrMan View Post
I have:

First Time Last Time Priority Description
Sun Aug 23 21:18:12 2009 Mon Aug 24 09:58:38 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 09:58:38 2009 Mon Aug 24 09:58:38 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 09:58:38 2009 Mon Aug 24 09:58:38 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed]:50;CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:37:57 2009 Mon Aug 24 12:37:57 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Mon Aug 24 12:38:08 2009 Mon Aug 24 12:38:08 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 18:05:39 2009 Tue Aug 25 22:13:47 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 22:13:47 2009 Tue Aug 25 22:13:47 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 22:13:47 2009 Tue Aug 25 22:13:47 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=[Removed];CMTS-MAC=[Removed];CM-QOS=1.1;CM-VER=3.0;


For sure speak to TS in the morning abotu everything, variety of issues going on here
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Old 26-08-2009, 11:42   #12
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Re: 50MB Dropping
OK The T3 timeout is nothing to worry about they happen and are non-critical, the other message regarding Auth Reject isn't so hot, did it correspond with service outage? You should have lost access at that time.

Looks as though you aren't able to update encryption keys properly, so when the current current one times out off your access goes.

Probably just some silly provisioning issue or a code issue - what version of software is the modem running?

Newest is: Software Version : 3.11.1011
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Old 27-08-2009, 09:53   #13
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Re: 50MB Dropping
I am also starting to get dropouts on 20mb starting to be once or twice a week now same ubr as the op, my modem logs are full of these errors when it happens.

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
SYNC Timing Synchronization failure - Failed to acquire FEC framing

The disconections can be at a random time of the day, power levels look fine just seems to be happening over the past month last night it was roughly midnight last week it was teatime.

Hope the local mac scanners arent having fun trading our ubr mac's again on a certain other board .
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Old 27-08-2009, 10:42   #14
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Re: 50MB Dropping
OP - I do wonder how long your service was up for looking at your T3 and T4 error there, couple of potential faults. Are you running the connection hard with Bittorrent or similar?

Bonglet - no, you lost the service due to a problem downstream dude, has happened to me a few times also, isn't cloning.

On the phone or newsgroups you go
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Old 28-08-2009, 19:20   #15
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Re: 50MB Dropping
OK, I hadn't bothered calling them until just now. They coming out on Tuesday.

I'd gone over 40 hours without a drop out! Then an hour ago, BANG!

Not often running the connection hard, no. And an hour or so when it appears to have dropped out the connection was not being used at all.

Logs are an hour slow it seems but they show:
Fri Aug 28 17:13:35 2009 Fri Aug 28 17:13:41 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=REMOVED;CMTS-MAC=00:30:b8:d1:aa:50;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 28 17:13:41 2009 Fri Aug 28 17:13:41 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-MAC=REMOVED;CMTS-MAC=00:30:b8:d1:aa:50;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 28 17:13:41 2009 Fri Aug 28 17:13:41 2009 Warning (5) Auth Reject - Unauthorized CM;CM-MAC=REMOVED;CMTS-MAC=00:30:b8:d1:aa:50;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 28 17:13:46 2009 Fri Aug 28 18:00:54 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REMOVED;CMTS-MAC=00:30:b8:d1:aa:50;CM-QOS=1.1;CM-VER=3.0;
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