Forum Discussion

Impudent's avatar
Impudent
Tuning in
12 months ago

Loosing the will to live - packet loss / t3 timeouts

Hub 3 in modem mode.

We've had ongoing issues since November with intermittent loss of service. I've had countless calls with Customer Support, who are all very pleasant but aside from endless hollow reassurances have proved unable to identify or resolve the issues. 

If you're listening @moderators - we have had multiple engineer visits in the past month. Everything has been replaced: the hub 3; the cable inside the house; splitter and attenuators; a new cable from the road to our house. Signal levels have been confirmed good while the engineers were here. There have been mutliple factory resets of the hub 3. Have tried it in both modem mode and router mode. Despite repeatedly asking for the issues to be escalated, I see no ownership of the issue from customer support and have no confidence of a resolution. The only conclusion I can draw at the moment is any escalation processes that may exist are ineffectual and that Virgin are incapable of troubleshooting and diagnosing their own infrastructure. 

Stats from the hub and BQM for yesterday, Feb 9th are as follows:

Feb 9th

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

330750000

Locked

Ranged Upstream Channel (Hz)

43100056

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

330750000

2.2

28

256 qam

25

2

210750000

-1.7

24

256 qam

0

3

226750000

-1.9

25

256 qam

0

4

234750000

-0.5

25

256 qam

0

5

242750000

0.5

25

256 qam

0

6

250750000

0.7

26

256 qam

0

7

258750000

0

26

256 qam

0

8

266750000

-0.5

26

256 qam

0

9

274750000

-0.4

26

256 qam

18

10

282750000

0.7

27

256 qam

19

11

290750000

2.2

27

256 qam

20

12

298750000

2.4

27

256 qam

21

13

306750000

1.7

28

256 qam

22

14

314750000

0.9

28

256 qam

23

15

322750000

1.5

28

256 qam

24

16

338750000

3.7

29

256 qam

26

17

346750000

3.5

29

256 qam

27

18

354750000

3

29

256 qam

28

19

362750000

2

30

256 qam

29

20

370750000

2.2

30

256 qam

30

21

378750000

3

30

256 qam

31

22

386750000

4.3

30

256 qam

32

23

218750000

-2.4

25

256 qam

0

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

28.7

3136032

5

2

Locked

24.1

5

588141

3

Locked

25.1

58

2440419

4

Locked

25.5

95

2576804

5

Locked

25.8

3764

2573348

6

Locked

26.2

87548

2490004

7

Locked

26.4

469214

2108516

8

Locked

26.6

904796

1673736

9

Locked

26.8

1389579

1189330

10

Locked

27.1

1932797

645648

11

Locked

27.4

2396449

178331

12

Locked

27.8

2526856

23327

13

Locked

28.1

2483269

2560

14

Locked

28.3

2397029

378

15

Locked

28.6

2268501

51

16

Locked

29.2

1791198

1

17

Locked

29.6

1382149

0

18

Locked

29.8

1140612

0

19

Locked

30

951491

0

20

Locked

30.1

851768

0

21

Locked

30.4

607433

0

22

Locked

30.6

445767

0

23

Locked

28.7

3887293

7

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100056

57

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

254k;fg87dsfd;kfoA,.iyewrkldJ

 

Primary Downstream Service Flow

SFID

30433

Max Traffic Rate

287500061

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

30432

Max Traffic Rate

27500061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

09/02/2024 12:08:12

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:08:12

Warning!

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

09/02/2024 12:08:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:08:10

Warning!

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

09/02/2024 12:08:3

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:08:3

Warning!

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

09/02/2024 12:08:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:07:58

Warning!

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

09/02/2024 12:07:57

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:07:56

Warning!

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

09/02/2024 12:07:32

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:07:32

Warning!

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

09/02/2024 12:06:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:06:54

Warning!

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

09/02/2024 12:06:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:06:32

Warning!

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

09/02/2024 12:06:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:06:21

Warning!

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

09/02/2024 12:06:11

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/02/2024 12:06:10

Warning!

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

 

 

 

  • Impudent's avatar
    Impudent
    Tuning in
    12 months ago

    Cable Modem Status

    Item

    Status

    Comments

    Acquired Downstream Channel (Hz)

    338750000

    Ranging

    Ranged Upstream Channel (Hz)

    36600131

    Locked

    Provisioning State

    Offline

    		 

    Downstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    338750000

    12.4

    36

    256 qam

    26

    2

    202750000

    12.4

    38

    256 qam

    9

    3

    210750000

    12.3

    38

    256 qam

    10

    4

    218750000

    12

    38

    256 qam

    11

    5

    226750000

    12

    38

    256 qam

    12

    6

    234750000

    11.9

    38

    256 qam

    13

    7

    242750000

    11.9

    38

    256 qam

    14

    8

    250750000

    12

    38

    256 qam

    15

    9

    258750000

    12

    38

    256 qam

    16

    10

    266750000

    12

    38

    256 qam

    17

    11

    274750000

    12

    38

    256 qam

    18

    12

    282750000

    12

    38

    256 qam

    19

    13

    290750000

    12.1

    38

    256 qam

    20

    14

    298750000

    12.4

    38

    256 qam

    21

    15

    306750000

    12.4

    38

    256 qam

    22

    16

    314750000

    11.9

    38

    256 qam

    23

    17

    322750000

    12

    38

    256 qam

    24

    18

    330750000

    11.8

    38

    256 qam

    25

    19

    346750000

    12

    38

    256 qam

    27

    20

    354750000

    12.4

    38

    256 qam

    28

    21

    362750000

    11.8

    38

    256 qam

    29

    22

    370750000

    12

    38

    256 qam

    30

    23

    378750000

    11.6

    38

    256 qam

    31

    24

    386750000

    12

    38

    256 qam

    32

    Downstream bonded channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    40.3

    1

    0

    2

    NotLocked

    40.9

    6

    0

    3

    NotLocked

    38.9

    5

    0

    4

    NotLocked

    40.3

    6

    0

    5

    NotLocked

    38.9

    5

    0

    6

    NotLocked

    40.3

    5

    0

    7

    NotLocked

    38.9

    5

    0

    8

    NotLocked

    40.3

    4

    0

    9

    NotLocked

    40.3

    5

    0

    10

    NotLocked

    40.3

    5

    0

    11

    NotLocked

    40.3

    5

    0

    12

    NotLocked

    40.3

    3

    0

    13

    NotLocked

    40.3

    5

    0

    14

    NotLocked

    38.9

    5

    0

    15

    NotLocked

    40.3

    4

    0

    16

    NotLocked

    40.3

    0

    0

    17

    NotLocked

    40.3

    5

    0

    18

    NotLocked

    40.3

    5

    0

    19

    NotLocked

    40.3

    0

    0

    20

    NotLocked

    40.3

    5

    0

    21

    NotLocked

    40.3

    0

    0

    22

    NotLocked

    40.3

    6

    0

    23

    NotLocked

    38.9

    4

    0

    24

    NotLocked

    40.3

    6

    0

    Upstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    1

    36600131

    36.7

    5120

    64 qam

    3

    2

    49599891

    37.3

    5120

    64 qam

    1

    3

    30099993

    36.8

    5120

    64 qam

    4

    4

    43100021

    36.8

    5120

    64 qam

    2

    5

    49600009

    36.8

    5120

    64 qam

    1

    Upstream bonded channels

    Channel

    Channel Type

    T1 Timeouts

    T2 Timeouts

    T3 Timeouts

    T4 Timeouts

    1

    ATDMA

    0

    0

    0

    0

    2

    ATDMA

    0

    0

    18

    0

    3

    ATDMA

    0

    0

    0

    0

    4

    ATDMA

    0

    0

    0

    0

    5

    ATDMA

    0

    0

    0

    0

    General Configuration

    Network access

    Allowed

    Maximum Number of CPEs

    1

    Baseline Privacy

    Enabled

    DOCSIS Mode

    Docsis30

    Config file

    		 

    Primary Downstream Service Flow

    SFID

    30433

    Max Traffic Rate

    287500061

    Max Traffic Burst

    42600

    Min Traffic Rate

    0

     

    Primary Upstream Service Flow

    SFID

    30432

    Max Traffic Rate

    27500061

    Max Traffic Burst

    42600

    Min Traffic Rate

    0

    Max Concatenated Burst

    42600

    Scheduling Type

    BestEffort

    Network Log

    Time

    Priority

    Description

    10/02/2024 13:44:45

    critical

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

    10/02/2024 13:43:53

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:43:53

    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=3.0;

    10/02/2024 13:43:30

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:43:7

    critical

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

    10/02/2024 13:43:3

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:43:3

    critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:42:37

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:42:37

    critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:42:36

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:41:42

    critical

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

    10/02/2024 13:41:41

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:41:41

    critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    10/02/2024 13:41:33

    critical

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

    10/02/2024 13:39:49

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

     

     

  • legacy1's avatar
    legacy1
    Alessandro Volta
    12 months ago

    seems you have a amp going off line and coming back on

  • Impudent's avatar
    Impudent
    Tuning in
    12 months ago

    Thanks - I'm not an expert - what does that mean and what needs to happen to fix it?

  • Impudent's avatar
    Impudent
    Tuning in
    12 months ago

     

    Item

    Status

    Comments

    Acquired Downstream Channel (Hz)

    362750000

    Locked

    Ranged Upstream Channel (Hz)

    30099871

    Locked

    Provisioning State

    Online

    		 

    Downstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    362750000

    13

    40

    256 qam

    29

    2

    202750000

    13.5

    38

    256 qam

    9

    3

    210750000

    13.5

    38

    256 qam

    10

    4

    218750000

    13.3

    38

    256 qam

    11

    5

    226750000

    13.1

    38

    256 qam

    12

    6

    234750000

    13

    38

    256 qam

    13

    7

    242750000

    13

    38

    256 qam

    14

    8

    250750000

    13.3

    38

    256 qam

    15

    9

    258750000

    13.3

    40

    256 qam

    16

    10

    266750000

    13.3

    38

    256 qam

    17

    11

    274750000

    13.1

    40

    256 qam

    18

    12

    282750000

    13.1

    40

    256 qam

    19

    13

    290750000

    13.3

    38

    256 qam

    20

    14

    298750000

    13.4

    38

    256 qam

    21

    15

    306750000

    13.5

    40

    256 qam

    22

    16

    314750000

    13

    40

    256 qam

    23

    17

    322750000

    13.4

    38

    256 qam

    24

    18

    330750000

    13

    40

    256 qam

    25

    19

    338750000

    13.3

    40

    256 qam

    26

    20

    346750000

    13

    38

    256 qam

    27

    21

    354750000

    13.4

    39

    256 qam

    28

    22

    370750000

    13

    40

    256 qam

    30

    23

    378750000

    12.8

    38

    256 qam

    31

    24

    386750000

    13

    38

    256 qam

    32

    Downstream bonded channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    37.6

    193276

    434561

    2

    Locked

    40.3

    277

    2015

    3

    Locked

    38.9

    331

    2091

    4

    Locked

    38.9

    1389

    2526

    5

    Locked

    38.9

    246

    3009

    6

    Locked

    38.6

    300

    3027

    7

    Locked

    38.9

    267

    3025

    8

    Locked

    38.9

    211

    2677

    9

    Locked

    38.9

    218

    3744

    10

    Locked

    40.3

    233

    2477

    11

    Locked

    38.9

    213

    4460

    12

    Locked

    40.3

    250

    3504

    13

    Locked

    40.3

    286

    3060

    14

    Locked

    38.9

    270

    2389

    15

    Locked

    38.9

    225

    2262

    16

    Locked

    40.3

    196

    2578

    17

    Locked

    40.3

    226

    3334

    18

    Locked

    38.9

    242

    2743

    19

    Locked

    40.3

    203

    2129

    20

    Locked

    40.3

    212

    1786

    21

    Locked

    38.9

    185

    1909

    22

    Locked

    39.3

    221

    3285

    23

    Locked

    40.3

    236

    1876

    24

    Locked

    38.9

    221

    1948

    Upstream bonded channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    1

    30099871

    36.2

    5120

    64 qam

    4

    2

    23600012

    34.8

    5120

    64 qam

    5

    3

    36600009

    35.8

    5120

    64 qam

    3

    4

    43100019

    36.5

    5120

    64 qam

    2

    5

    49600078

    36.5

    5120

    64 qam

    1

    Upstream bonded channels

    Channel

    Channel Type

    T1 Timeouts

    T2 Timeouts

    T3 Timeouts

    T4 Timeouts

    1

    ATDMA

    0

    0

    7

    0

    2

    ATDMA

    0

    0

    11

    0

    3

    ATDMA

    0

    0

    7

    0

    4

    ATDMA

    0

    0

    4

    0

    5

    ATDMA

    0

    0

    4

    0

    General Configuration

    Network access

    Allowed

    Maximum Number of CPEs

    1

    Baseline Privacy

    Enabled

    DOCSIS Mode

    Docsis30

    Config file

    		 

     

    Primary Downstream Service Flow

    SFID

    Max Traffic Rate

    Max Traffic Burst

    Min Traffic Rate

     

    Primary Upstream Service Flow

    SFID

    Max Traffic Rate

    Max Traffic Burst

    Min Traffic Rate

    Max Concatenated Burst

    Scheduling Type

    Network Log

    Time

    Priority

    Description

    12/02/2024 10:37:5

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    12/02/2024 10:36:52

    critical

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

    12/02/2024 10:36:52

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    12/02/2024 10:36:52

    critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    12/02/2024 10:36:51

    Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    12/02/2024 10:35:14

    critical

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

    12/02/2024 10:35:13

    critical

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

    12/02/2024 10:34:29

    critical

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

    12/02/2024 10:34:29

    critical

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

    12/02/2024 10:33:30

    critical

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

    12/02/2024 10:33:30

    critical

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

    12/02/2024 10:32:35

    critical

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

    12/02/2024 10:32:34

    critical

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

    12/02/2024 10:31:47

    critical

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

    12/02/2024 10:31:13

    Warning!

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

    12/02/2024 10:25:56

    critical

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

    12/02/2024 10:25:56

    critical

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

     

  • Impudent's avatar
    Impudent
    Tuning in
    12 months ago

     

    Ongoing...

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    13009987136.2512064 qam4
    22360001234.8512064 qam5
    33660000935.8512064 qam3
    44310001936.5512064 qam2
    54960007836.5512064 qam1

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0070
    2ATDMA00110
    3ATDMA0070
    4ATDMA0040
    5ATDMA0040

    Network Log

    Time Priority Description

    12/02/2024 13:13:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:13:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:12:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:12:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:11:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:11:41Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:11:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/02/2024 13:06:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      12 months ago

      Hey Impudent,

      Welcome back to the Community Forums and thanks for the post.

      Sorry to hear you have been having this issue with your Hub and your network, its something we certainly want to look into and try as much as we can to help, to do so I am going to need to discuss some stuff with you via private message which I will send over to you now.

      Joe

  • Impudent's avatar
    Impudent
    Tuning in
    11 months ago

    @Joseph_B our service has deteriorated again - this is Saturday:2nd March

    and yesterday, Sunday 3rd March:

    Neighbours are also having similar issues.

  • SteveHutchins's avatar
    SteveHutchins
    Joining in
    11 months ago

    I had the same problem that lasted for a few months and at first thought it was my own Mesh network, so I upgraded it but still suffered disconnects which was driving me mad. I then used the google online internet monitor (free add on to chrome) and it gave me a clear indication that it was the Hub 3 that was faulty. after contacting virgin and giving them all the facts as to the exact dates, times and lengths of the disconnection they agreed to send out an engineer.  He came out but instead of checking anything he simply swapped my Hub 3  for a brand new Hub 5 saying that the Hub 3's are notorious for this problem  . Since then, I have had absolutely no problem with disconnects and I cant thank the Virgin engineer enough for doing what he did.  Thais my experience, hope it helps .

  • Impudent's avatar
    Impudent
    Tuning in
    11 months ago

    I've had a hub 5 for the past few weeks - plus every piece of cable and connector from the road to the hub has now been replaced.Things seemed to have improved until last week when we again started to see intermittent timeouts and periods of compete packet loss. 

  • Impudent's avatar
    Impudent
    Tuning in
    11 months ago

    Still no improvement @virgin

    Hub 5 stats this morning:

    $ date

    Tue Mar  5 08:05:24 GMT 2024

     

    Cable Modem Status

    Item

    Status

    Type

    Cable Modem Status

    Online

    DOCSIS 3.0

    Primary downstream channel

    Locked

    SC-QAM

    Channel Overview

    Downstream

    Upstream

    DOCSIS 3.0 channels

    32

    5

    DOCSIS 3.1 channels

    1

    1

    3.0 Downstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    202000000

    7.1

    40

    QAM 256

    9

    2

    138000000

    6.5

    40

    QAM 256

    1

    3

    146000000

    6.5

    40

    QAM 256

    2

    4

    154000000

    6.6

    40

    QAM 256

    3

    5

    162000000

    6.6

    40

    QAM 256

    4

    6

    170000000

    6.5

    39

    QAM 256

    5

    7

    178000000

    6.6

    40

    QAM 256

    6

    8

    186000000

    6.8

    40

    QAM 256

    7

    9

    194000000

    7.1

    40

    QAM 256

    8

    10

    210000000

    7.3

    40

    QAM 256

    10

    11

    218000000

    7.1

    40

    QAM 256

    11

    12

    226000000

    7

    40

    QAM 256

    12

    13

    234000000

    6.9

    40

    QAM 256

    13

    14

    242000000

    6.8

    40

    QAM 256

    14

    15

    250000000

    6.8

    40

    QAM 256

    15

    16

    258000000

    7.2

    41

    QAM 256

    16

    17

    266000000

    7.1

    41

    QAM 256

    17

    18

    274000000

    7

    41

    QAM 256

    18

    19

    282000000

    7.1

    41

    QAM 256

    19

    20

    290000000

    7.1

    41

    QAM 256

    20

    21

    298000000

    7.2

    41

    QAM 256

    21

    22

    306000000

    7.4

    41

    QAM 256

    22

    23

    314000000

    7.2

    41

    QAM 256

    23

    24

    322000000

    6.9

    41

    QAM 256

    24

    25

    330000000

    6.7

    41

    QAM 256

    25

    26

    338000000

    6.9

    41

    QAM 256

    26

    27

    346000000

    7.1

    41

    QAM 256

    27

    28

    354000000

    7.1

    41

    QAM 256

    28

    29

    362000000

    7.1

    41

    QAM 256

    29

    30

    370000000

    6.9

    41

    QAM 256

    30

    31

    378000000

    6.9

    41

    QAM 256

    31

    32

    386000000

    6.7

    41

    QAM 256

    32

    3.0 Downstream channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    40

    182391

    54064

    2

    Locked

    40

    35437

    58377

    3

    Locked

    40

    5126358

    1840791

    4

    Locked

    40

    1777824

    786818

    5

    Locked

    40

    1138454

    747963

    6

    Locked

    39

    2045388

    1249816

    7

    Locked

    40

    2563695

    1044532

    8

    Locked

    40

    5260100

    1410522

    9

    Locked

    40

    4712124

    1063301

    10

    Locked

    40

    4965071

    298275

    11

    Locked

    40

    4610489

    194933

    12

    Locked

    40

    3578855

    92168

    13

    Locked

    40

    829150

    19569

    14

    Locked

    40

    634104

    17201

    15

    Locked

    40

    762550

    42528

    16

    Locked

    41

    367798

    10943

    17

    Locked

    41

    226662

    13721

    18

    Locked

    41

    148832

    14511

    19

    Locked

    41

    99849

    12771

    20

    Locked

    41

    70255

    10602

    21

    Locked

    41

    51127

    8397

    22

    Locked

    41

    45209

    9329

    23

    Locked

    41

    50028

    11838

    24

    Locked

    41

    47077

    11813

    25

    Locked

    41

    31121

    10756

    26

    Locked

    41

    3200756

    1908136

    27

    Locked

    41

    14008

    11236

    28

    Locked

    41

    15738

    9751

    29

    Locked

    41

    20750

    11138

    30

    Locked

    41

    30882

    13589

    31

    Locked

    41

    15819

    10724

    32

    Locked

    41

    11015

    11649

    3.1 Downstream channels

    Channel

    Channel Width (MHz)

    FFT Type

    Number of Active Subcarriers

    Modulation (Active Profile)

    First Active Subcarrier (Hz)

    159

    92

    4K

    1800

    QAM 4096

    1128

    3.1 Downstream channels

    Channel ID

    Locked Status

    RxMER Data (dB)

    PLC Power (dBmV)

    Corrected errors (Active Profile)

    Uncorrectable errors (Active Profile)

    159

    Locked

    42

    7.2

    1957861366

    1999794

     

    3.0 Upstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    0

    49600000

    43.5

    5120

    QAM 64

    1

    1

    43100000

    43.3

    5120

    QAM 64

    2

    2

    36600000

    43

    5120

    QAM 64

    3

    3

    30100000

    42.8

    5120

    QAM 64

    4

    4

    23600000

    42.3

    5120

    QAM 64

    5

    3.0 Upstream channels

    Channel

    Channel Type

    T1 Timeouts

    T2 Timeouts

    T3 Timeouts

    T4 Timeouts

    0

    ATDMA

    0

    349

    77

    4

    1

    ATDMA

    0

    349

    107

    4

    2

    ATDMA

    0

    349

    62

    2

    3

    ATDMA

    0

    349

    81

    4

    4

    ATDMA

    0

    349

    66

    3

    3.1 Upstream channels

    Channel

    Channel Width (MHz)

    Power (dBmV)

    FFT Type

    Modulation

    6

    10

    37.7

    2K

    QAM 256

    3.1 Upstream channels

    Channel

    Channel Type

    Number of Active Subcarriers

    First Active Subcarrier (Hz)

    T3 Timeouts

    T4 Timeouts

    6

    OFDMA

    200

    74000000

    74

    1

    General Configuration

    Network access

    Allowed

    Maximum Number of CPEs

    3

    Baseline Privacy

    Enabled

    DOCSIS Mode

    3.1

    Config file

    4k;fg87dsfd;kfoA,.iyewrkldJKD

    Primary Downstream Service Flow

    SFID

    1997

    Max Traffic Rate

    287500061 bps

    Max Traffic Burst

    42600bytes

    Min Traffic Rate

    0 bps

    SFID

    6426

    Max Traffic Rate

    128000 bps

    Max Traffic Burst

    4000bytes

    Min Traffic Rate

    0 bps

    Primary Upstream Service Flow

    SFID

    1998

    Max Traffic Rate

    27500061 bps

    Max Traffic Burst

    42600bytes

    Min Traffic Rate

    0 bps

    Max Concatenated Burst

    42600bytes

    Scheduling Type

    Best Effort

    SFID

    6423

    Max Traffic Rate

    128000 bps

    Max Traffic Burst

    4000bytes

    Min Traffic Rate

    0 bps

    Max Concatenated Burst

    1522bytes

    Scheduling Type

    Best Effort