For the last week my Internet has been dropping off for 30 seconds then it comes back on again. I have a hub 5 and keep getting 16 consecutive T3 timeouts plus US profile assignment change. I have had loads of these errors today. Can someone look onto this please? Thanks.

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Internet keeps dropping out | Virgin Media Community

62 Replies

JeffShaw
Joining in
6 months ago
Mine does the same
Foxyfox8511
Joining in
12 months ago
Mine is the same virgin keep sending engineers out and have said its a network issue but the network team won't come it's so frustrating have you had you problem sorted?
- Ashleigh_C
  Forum Team
  12 months ago
  Hi there Foxyfox8511
  
  Thank you so much for your post and welcome to the community forums, it's great to have you here.
  
  I can see that you have created your own post referencing the issues faced, an agent will respond to you as soon as possible where we will investigate this further for you there to avid confusion.
  
  Thank you.
metalmatt
Superfast
12 months ago
Since Sunday I have been getting some odd read outs. I'm not sure if the broadband stopped working as I was not in my house at the time. Since the Engineer last visit 2 weeks ago he checked everything out, the Hub 5, cabinet outside, and wires everything was perfect. The hub 5 seems like it reboots every morning around 2.37am for unknown reason in the logs. Not sure what the issue is really, apart from that broadband has been OK. Here is some of my log:
26-06-2024 14:49:19 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 06:34:25 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:49 notice REGISTRATION COMPLETE - Waiting for Operational status
26-06-2024 02:37:45 notice US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:39 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:36 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:33 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:31 notice Honoring MDD; IP provisioning mode = IPv4
26-06-2024 02:37:12 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-06-2024 02:37:11 critical Cable Modem Reboot because of - unknown
25-06-2024 02:38:04 critical Cable Modem Reboot because of - unknown
25-06-2024 02:38:04 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:56:04 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:56:04 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:54:56 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:54:03 critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:54:03 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:53:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:53:33 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:26:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:26:10 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:31 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:30 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:16 critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:15 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-06-2024 15:25:08 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
- Megan_L
  Forum Team (Retired)
  12 months ago
  Hi MetalMatt,
  
  Thanks for posting on our Community Forums!
  
  We've checked your services on our side and we've been unable to find any issues at all with your connection or Hub channels/specs.
  
  Due to this we wouldn't worry to much about what you've mentioned, unless your connection does go downhill.
  
  Keep us updated 🙂
  
  Thanks,
  
  Meg
  - metalmatt
    Superfast
    12 months ago
    Cheers yeah everything is fine tbh thanks for checking 🙂
metalmatt
Superfast
2 years ago
Had an engineer visit today, Glenn was absolutely super! he replaced the plug on the back of my hub and fitted an equalizer, adjusted all the levels, checked the wire. I will see how it goes.... Thanks again.
metalmatt
Superfast
2 years ago
I have now reset my hub 5 I will monitor this for the next few days 🙂
metalmatt
Superfast
2 years ago
Had the hub go off 2.35 in the morning not sure why. Here are the stats:
04-06-2024 02:35:37 notice REGISTRATION COMPLETE - Waiting for Operational status
04-06-2024 02:35:33 notice US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 02:35:28 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 02:35:25 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 02:35:22 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 02:35:20 notice Honoring MDD; IP provisioning mode = IPv4
04-06-2024 02:35:01 critical Cable Modem Reboot because of - unknown
04-06-2024 02:35:01 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
- metalmatt
  Superfast
  2 years ago
  Same thing happened again this morning at 02:04am: Interesting error: 05-06-2024 02:04:37 critical Cable Modem Reboot because of - unknown. This one is a bit vague.
  05-06-2024 02:05:12 notice REGISTRATION COMPLETE - Waiting for Operational status
  05-06-2024 02:05:08 notice US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  05-06-2024 02:05:03 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  05-06-2024 02:04:59 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  05-06-2024 02:04:57 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  05-06-2024 02:04:55 notice Honoring MDD; IP provisioning mode = IPv4
  05-06-2024 02:04:37 critical Cable Modem Reboot because of - unknown
  05-06-2024 02:04:37 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1
  - Alex_RM
    Forum Team
    2 years ago
    Thanks metalmatt,
    
    So I can take a closer look at things I've popped you over a private message.
    
    Alex_Rm
Sephiroth
Alessandro Volta
2 years ago
I know I'm a pest - but what "further tests" would that be?
Sephiroth
Alessandro Volta
2 years ago
@metalmatt
Do please ask the Forum Team to tell you exactly what they can test in router mode that they can't test in modem mode? Despite my frequent questioning of this, they don't seem bothered to answer.
Please press them. It's a lot of trouble to have to go to and they've never justified it.
Sephiroth
Alessandro Volta
2 years ago
I take it that the downstream Uncorrectable errors are not rising. Do please confirm. What we're seeing now is most likely the result of the gibberish received while it's syncing after a reboot. If the DS uncorrectables are rising, then that's a contributory factor because what the hub receives during ranging may be unintelligible.
I've noticed that the D3.1 downstream channel is at considerably lower power than the D3.0 channels and that the SNR (RxMER) is also poorer. Something going on there perhaps.
Are your neighbours having a similar problem? Worth reporting because an area fault gets their attention.
- metalmatt
  Superfast
  2 years ago
  Its gone from 104 to 105. My next door neighbour has not reported anything. Its an error that's very random. The service does not go down just goes very slow for 25-30 seconds then back to normal only when I have 16 t3 timeouts in one go. I will turn off everything tomorrow and check connection and reboot.
  - John_GS
    Forum Team
    2 years ago
    Hi metalmatt
    
    Thanks for posting and welcome back to the community.
    
    Sorry to hear of any internet issues. The Hub is in Modem Mode currently, please could you pop it back into Router Mode for us and then we can run further checks?
    
    Best wishes.
Sephiroth
Alessandro Volta
2 years ago
Btw, if it's just one channel, then there is definitely an upstream issue. Your data is split across all upstream channels and reassembled at the CMTS. If just one channel is timing out then something's wrong - possible a laser issue, or noise.
- metalmatt
  Superfast
  2 years ago
  Cheers for the info 🙂 Here are my current upstream stats:
  3.0 Upstream channels
  Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
  0 49600000 46 5120 QAM 64 1
  1 43100000 45.8 5120 QAM 64 2
  2 36600000 45.5 5120 QAM 64 3
  3 30100000 45 5120 QAM 64 4
  4 23600000 44.3 5120 QAM 64 9
  3.0 Upstream channels
  Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
  0 ATDMA 0 1 4 0
  1 ATDMA 0 1 6 0
  2 ATDMA 0 1 0 0
  3 ATDMA 0 1 42 0
  4 ATDMA 0 1 1 0
  3.1 Upstream channels
  Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
  10 10.4 41.5 2K QAM 256
  3.1 Upstream channels
  Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
  10 OFDMA 208 74000000 6 0
  - metalmatt
    Superfast
    2 years ago
    Here are my current downstream stats:
    3.0 Downstream channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1 331000000 1.7 39 QAM 256 25
    2 179000000 3.3 40 QAM 256 6
    3 187000000 2.8 39 QAM 256 7
    4 195000000 2.8 40 QAM 256 8
    5 203000000 2.3 40 QAM 256 9
    6 211000000 2.3 40 QAM 256 10
    7 219000000 2 39 QAM 256 11
    8 227000000 1.9 39 QAM 256 12
    9 235000000 1.7 39 QAM 256 13
    10 243000000 1.3 39 QAM 256 14
    11 251000000 1 39 QAM 256 15
    12 259000000 0.6 39 QAM 256 16
    13 267000000 0.7 39 QAM 256 17
    14 275000000 1.1 39 QAM 256 18
    15 283000000 1.7 40 QAM 256 19
    16 291000000 2.1 40 QAM 256 20
    17 299000000 2.1 40 QAM 256 21
    18 307000000 2.1 40 QAM 256 22
    19 315000000 1.9 39 QAM 256 23
    20 323000000 1.8 39 QAM 256 24
    21 339000000 1.9 40 QAM 256 26
    22 347000000 1.9 40 QAM 256 27
    23 355000000 1.7 40 QAM 256 28
    24 363000000 1.6 40 QAM 256 29
    25 371000000 1.6 40 QAM 256 30
    26 379000000 1.1 40 QAM 256 31
    27 387000000 0.8 39 QAM 256 32
    28 395000000 0.1 39 QAM 256 33
    29 403000000 0 39 QAM 256 34
    30 411000000 0.1 39 QAM 256 35
    31 419000000 0 39 QAM 256 36
    3.0 Downstream channels
    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1 Locked 39 127 23
    2 Locked 40 137 116
    3 Locked 39 122 0
    4 Locked 40 105 20
    5 Locked 40 99 0
    6 Locked 40 104 10
    7 Locked 39 111 60
    8 Locked 39 116 67
    9 Locked 39 90 11
    10 Locked 39 97 0
    11 Locked 39 111 9
    12 Locked 39 135 12
    13 Locked 39 162 23
    14 Locked 39 126 77
    15 Locked 40 108 78
    16 Locked 40 102 71
    17 Locked 40 123 72
    18 Locked 40 107 13
    19 Locked 39 122 118
    20 Locked 39 128 115
    21 Locked 40 166 67
    22 Locked 40 136 65
    23 Locked 40 142 13
    24 Locked 40 152 11
    25 Locked 40 153 122
    26 Locked 40 175 20
    27 Locked 39 127 0
    28 Locked 39 233 67
    29 Locked 39 226 0
    30 Locked 39 249 12
    31 Locked 39 221 0
    3.1 Downstream channels
    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    37 94 4K 1840 QAM 4096 1108
    3.1 Downstream channels
    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    37 Locked 37 -6.3 2079297869 104