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richardwhight
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Broadband Issues

i've had no internet for a week and really bad service since the beginning of my contract. Last time I had a contract it was sweet. if I had an issue it was solved and then I didn't have another issue for months - no rebooting required.

This is my log on a typical day.

Network Log

Date And Time

Error Number

Event Description

1970-01-01 00:22:11.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:24:19.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:24:20.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:25:31.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:25:31.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:26:11.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:26:11.00

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:26:25.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:26:49.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:26:49.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:27:16.00

2417164308

Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:27:19.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:28:22.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:28:22.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:02:15.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:02:15.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:03:32.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:03:32.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:04:43.00

82000700

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1970-01-01 00:04:43.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Refresh data

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

250750000

-2

38.9

256 qam

3

 

Refresh data

Upstream bonded channels

Channel ID

Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

50

39400000

ATDMA

57

64 qam

6400000

5120

 

 

 

 

Refresh data

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel(Hz)

250750000

Ranging

Ranged Upstream Channel(Hz)

39400000

Locked

Provisioning State

Offline

 

 

 

Refresh data

Operational Configuration

General Configuration

Value

Network access

Disabled

Maximum Number of CPEs

1

Baseline Privacy

Enabled

Docsis Mode

Docsis30

Config file

 

Primary Downstream Service Flow

SFID

 

Max Traffic Rate

 

Primary Upstream Service Flow

SFID

 

Max Traffic Rate

 

 

 

Hub 3.0 device information

The information below shows the current status of this Hub 3.0.

Standard specification compliant

: DOCSIS 3.0

Hardware version

: 10

Software version

: 9.1.116V

Cable MAC address

Cable modem serial number

: AAAP62094980

System up time

: 0 days 0h:9m:33s

Network access

: Blocked

WAN IP settings

Your current Hub 3.0 internet settings are displayed below:

 

 

MAC address

 

IPv4 address

: Not Available

Default gateway

: 0.0.0.0

IPv4 lease time

: 0 days 0h:0m:0s

IPv4 lease expire

: 0-00-00 00:00:00.00

IPv4 DNS servers

: null

 

Why am I having issues?

 

Rich

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Re: Broadband Issues

Hi richardwhight,

Thanks for posting!

Really sorry to hear you're having trouble with your connection.

I'd like to check this out for you but I can't seem to locate your account. I've sent you a private message (purple envelope at the top right of your screen) so I can grab some details.

Speak soon Smiley Very Happy

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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richardwhight
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Re: Broadband Issues

Hi

Had an engineer out. He changed my modem and did some checks. Worked for 1/2 day and then started getting same readings. he came back and changed the cable from inside my house to the outside and also had  look at the exchange and came back and found that some connector was bad (which he showed me) so he cut it out and put a new one in. He also changed the attenuators / devices that you add to the line to control power as he said the last one was faulty. 

This hasn't been my first visit and certainly not the first time I've had to call the help line and not forgetting the numerous times I've rebooted the modem \ router. I compare this to the service I had 10 years ago and it's massively different - if I had someone out it was fixed and it stayed fixed for months and months with no interrupted service or continual rebooting.

If it stays fixed for weeks then that will be it but, if like last time, I get issues within the next month then there's something wrong but doesn't need a visit to my house as first port of call IMHO and I work in IT so I understand support processes (I now say "has there been any changes in the local area prior to the service interruption because changes can break things"). I say this because I can only be at my house in the evening from 6.30pm and weekends and I'm not fond of being without service for days at a time.

Time will tell.

I've got to say that I am impressed with the personal level of service from the engineer but the service from Virgin is not what it used to provide.

Rich aka grumpy application support analyst / DBA

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