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Beagle1
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Loss of broadband connection

Just lately my broadband has been increasingly randomly losing connection and I get the green lights flashing on the router.  Sometimes it resets itself and sometimes I have to switch the router off and back on again.  I have no clue what the errors mean, but this is the log:

 

Network Log Date And Time Error Number Event Description

2016-10-22 14:06:41.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:06:51.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:35:52.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:40:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:40:21.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:40:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:41:35.0082000400Received 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;
2016-10-22 14:51:36.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:51:49.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:52:37.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 14:52:44.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:02:18.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:03:07.0082000400Received 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;
2016-10-22 20:18:18.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:20:50.0082000400Received 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;
2016-10-22 20:21:27.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:21:42.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:21:50.0073027100T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:21:50.0073000200REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-22 20:22:22.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Superuser
Superuser
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Helpful Answer

Re: Loss of broadband connection

The T3 errors are indicating the hub is not receiving a response from VMs servers to the keep alive signals the hub is sending to VM's CMTS as part of the station maintenance process .(More info here)

You have other errors like the T4 errors where the hub is disconnecting from the CMTS and re-regestering with the CMTS,and the connection going into partial service mode on the downstream.

Basically there is a line impairment on your local circuit that VM need to investigate. It might be worthwhile giving the white coax cable a quick once over for obvious signs of damage and all connectors are hand tight.

You will need to contact VM for resolution, either by waiting here a few days until a VM Forum Team Member picks up the thread, or give them a call on 151 from a VM line or 0345 454 1111 for a quicker response.


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Superuser
Superuser
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Message 2 of 6
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Helpful Answer

Re: Loss of broadband connection

The T3 errors are indicating the hub is not receiving a response from VMs servers to the keep alive signals the hub is sending to VM's CMTS as part of the station maintenance process .(More info here)

You have other errors like the T4 errors where the hub is disconnecting from the CMTS and re-regestering with the CMTS,and the connection going into partial service mode on the downstream.

Basically there is a line impairment on your local circuit that VM need to investigate. It might be worthwhile giving the white coax cable a quick once over for obvious signs of damage and all connectors are hand tight.

You will need to contact VM for resolution, either by waiting here a few days until a VM Forum Team Member picks up the thread, or give them a call on 151 from a VM line or 0345 454 1111 for a quicker response.

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diwhyte
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Message 3 of 6
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Re: Loss of broadband connection

Since installing super hub have had continuous problems with service dropping out, ive been told to leave hub plugged in constantly but had same problems again over this last week. So disappointed with VM
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Beagle1
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Message 4 of 6
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Re: Loss of broadband connection

It's still happening to me - I will have to ring VM as nobody has bothered to pick it up from here.  I had sky for years with no problems - not overly impressed to be honest.

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Forum Team
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Re: Loss of broadband connection

Hey Beagle1,

 

Thanks for posting and a big welcome to the community Smiley Very Happy

 

Apologies for not getting here sooner, we're really busy at the moment.

 

I've taken a look at your connection and think it's best we get an engineer out to you.

 

I'll drop you a PM (purple envelope, top right) to confirm an appointment.

 

Speak soon,

Take care.

Heather_J

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


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EG3
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Message 6 of 6
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Re: Loss of broadband connection

I have constantly having to contact Virgin over loss of connection issues. Only response is to reboot. In the last month I have rebooted so often its becoming a chore. Sometimes it corrects itself but it doesn't help when this is happening 3 to 4 times in an evening or 3 times or more during the day . During peak and off peak times. It's so frustrating.
I want to get out of this contract I've never had a service like it!
They have offered to replace the hub but I suspect that the issue is far beyond a replaced hub!
How do I get out of this contract its not fit for the purpose. Many Virgin users that I know have the same issue
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