Forum Discussion

ison's avatar
ison
On our wavelength
25 days ago

Intermittent T3 Timeouts / RCS Partial Service – Upstream Noise? (Hub 3)

I’m having ongoing connection issues with my Hub 3. The modem logs are filling up with the following:

11/09 – 15/09: No Ranging Response received – T3 time-out (critical)
11/09 – 14/09: RCS Partial Service (warning)
14/09 + 11/09: DHCP Renew warning – field invalid in response

These errors have been appearing regularly between 9th–14th September, and I still see them popping up now.

Current signal levels:
Downstream power between +7 and +9 dBmV, SNR about 40 dB, no uncorrectable errors.
Upstream power between 38 and 39.8 dBmV across 5 bonded channels, 64QAM.

Timeout counters are currently zero but the logs show multiple T3s.

Speed test when the connection is stable: about 527 Mbps down, 52 Mbps up, latency 14 ms, jitter 1–2 ms, packet loss 0%. 

Symptoms: intermittent drops or slowdowns that line up with the T3 errors. Cables are finger-tight and I’ve tried bypassing splitters.

Question: Does this look like an upstream noise or return path issue on the VM side, or is there anything else I should try at home first?

Thanks in advance.

6 Replies

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      23 days ago

      Hi ison, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with your connection. Checking things here, there is nothing to suggest a wider area fault. We can see you spoke to the team, who booked an engineer visit, but this was cancelled via My VM. 

      We won't be able to fix this remotely so I would like to re-arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

      Thanks,

  • ison's avatar
    ison
    On our wavelength
    17 days ago



    Thanks for getting back to me, yeah I cancelled the appointment as when I checked the site it said issues in the area and I didn't want to be charged but the issues are getting worse so I'll send over my details, thanks so much. 

    Readings from tonight. 

     

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      15 days ago

      Hi ison you're very welcome.

      I can see you have messaged Kathryn directly, so please continue to speak to her and she'll get things resolved for you.

      Many thanks

  • ison's avatar
    ison
    On our wavelength
    13 days ago

    Hi Virgin Media Team,

    I’d like to pass along some very positive feedback about the engineer who attended today – Simon (ID: 75819). He was absolutely outstanding and really deserves recognition.

    Simon carried out a thorough job:

    Fitted new connections on the outside wall.

    Removed the old street connection and moved me to a new port.

    Installed a new wall socket inside.

    Ran a new cable to the modem he provided and fully set it up.

    He was professional, friendly, and even wore shoe protectors to protect my new carpet – a small but very thoughtful touch that I really appreciated.

    Not only did Simon provide excellent customer service, but the technical improvements were clear immediately. My modem logs now show clean, stable signals with power and SNR levels all in range and zero uncorrectable errors. For reference, here are the latest readings after Simon’s work:

    Downstream 3.0 (example values)  
    Channel 1–32: Power ~10.7 to 11.5 dBmV, SNR ~41–42 dB, Errors: 0  

    This is the best my line has ever looked, and it’s entirely down to Simon’s excellent work.

    He is, without doubt, one of the very best, and a real credit to Virgin Media. Please make sure this recognition is passed along to him and his manager.

    Kind regards,