Virgin Media Community

[ShadzGeeza]

Hi, After years of connection problems i have pretty much had enough now with all this and am now at the point where ill have one last throw of the dice then i will be off too B.T. What makes it worse is the price of the broadband keeps going up but the connection quality gets no better and every time you come off the phone to support or when the engineer leaves you pretty much know you have been fobbed off because the solution to the problem will always be the same as the previous visit/call which never worked in the first place, so here goes, one last try.

As the title suggest i keep losing connection to games, can be every 30 seconds, every 5 minutes and so on, i check the router status and i am down to two out of eight upstream channels and there's constant T3 time outs. Engineers have been, pretty much everything from wall downstairs to the computer upstairs has been rewired, the connector on the junction box over the street has been replaced, cable attenuators put on, removed, replaced etc etc but still the same problems persist. It is so frustrating.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	171000000	Locked
Ranged Upstream Channel (Hz)	60300087	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	171000000	-1.9	37	256 qam	5
2	139000000	-0.7	37	256 qam	1
3	147000000	-1	37	256 qam	2
4	155000000	-1.4	37	256 qam	3
5	163000000	-1.7	37	256 qam	4
6	179000000	-2.2	37	256 qam	6
7	187000000	-2.2	37	256 qam	7
8	195000000	-2.5	37	256 qam	8
9	203000000	-2.5	37	256 qam	9
10	211000000	-2.9	37	256 qam	10
11	219000000	-3.2	37	256 qam	11
12	227000000	-3.5	37	256 qam	12
13	235000000	-3.9	37	256 qam	13
14	243000000	-4	37	256 qam	14
15	251000000	-4	37	256 qam	15
16	259000000	-4.2	37	256 qam	16
17	267000000	-4.4	37	256 qam	17
18	275000000	-4.5	37	256 qam	18
19	283000000	-4.7	37	256 qam	19
20	291000000	-4.5	37	256 qam	20
21	299000000	-3.9	37	256 qam	21
22	307000000	-3.2	37	256 qam	22
23	315000000	-3	38	256 qam	23
24	323000000	-2.9	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	26	50
2	Locked	37.6	23	87
3	Locked	37.6	28	30
4	Locked	37.6	19	32
5	Locked	37.6	21	30
6	Locked	37.6	10025	87
7	Locked	37.6	200	36
8	Locked	38.6	12	22
9	Locked	37.6	18	23
10	Locked	37.6	10	20
11	Locked	38.6	12	18
12	Locked	37.6	11	18
13	Locked	37.6	6	22
14	Locked	37.6	8	22
15	Locked	37.6	8	27
16	Locked	37.6	6	27
17	Locked	37.6	12	26
18	Locked	37.6	7	29
19	Locked	37.6	10	65
20	Locked	38.6	8	82
21	Locked	37.6	9	66
22	Locked	37.6	9	93
23	Locked	38.6	10	75
24	Locked	38.6	4	121

Upstream bonded channels

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

1

60300087

49.5

5120

64 qam

1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

1

0

[ShadzGeeza]

Network LogTime Priority Description

25/01/2021 16:15:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:15:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:23	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:14:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:03:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:02:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:27:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:25:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:15:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:15:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:06:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:06:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:06:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:05:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:40:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:13:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

You need an engineer visit to correct the line issue (Only one upstream channel when you should have two or four, depending on area).

Lots of errors in your network log confirming some kind of fault.

Whilst they are in the cabinet they should adjust your downstream power levels are they are a touch low.

[ShadzGeeza]

Thanks for the reply Carl, the last engineer that came did notice there were only 2 upstream channels to be fair and said something along the lines of its usually a problem at the junction box or something like that, He spent about 10 minutes at the junction box and told me he had replaced the connector as it looked like the original connector from when the junction box was installed. When the engineer left there were the full 8 upstream channels but now i'm back down to 2 and i have left the modem switched off for 15 minutes rebooted it time after time but still only get 2 upstream.

[ShadzGeeza]

On a side note there is currently a 4db attenuator on which i could remove for now to see if things get better.

[carl_pearce]

---

@ShadzGeeza wrote:

On a side note there is currently a 4db attenuator on which i could remove for now to see if things get better.

---

Try removing it and post the stats again.

4dB difference should bring the downstream power levels to a better level.

[ShadzGeeza]

Attenuator now off and i have all the upstream channels back for now, here are the results.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	171000000	3.5	38	256 qam	5
2	139000000	4.6	37	256 qam	1
3	147000000	4.5	37	256 qam	2
4	155000000	4.3	37	256 qam	3
5	163000000	3.7	37	256 qam	4
6	179000000	3.2	37	256 qam	6
7	187000000	3	37	256 qam	7
8	195000000	2.7	38	256 qam	8
9	203000000	2.4	38	256 qam	9
10	211000000	2	37	256 qam	10
11	219000000	1.7	38	256 qam	11
12	227000000	1.2	37	256 qam	12
13	235000000	1	37	256 qam	13
14	243000000	0.7	37	256 qam	14
15	251000000	0.7	37	256 qam	15
16	259000000	0.7	38	256 qam	16
17	267000000	0.5	38	256 qam	17
18	275000000	0.4	38	256 qam	18
19	283000000	0.2	38	256 qam	19
20	291000000	0.4	38	256 qam	20
21	299000000	1	37	256 qam	21
22	307000000	1.5	38	256 qam	22
23	315000000	1.7	38	256 qam	23
24	323000000	1.7	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	27	0
2	Locked	37.3	19	0
3	Locked	37.3	28	0
4	Locked	37.6	20	0
5	Locked	37.6	29	0
6	Locked	37.6	10	0
7	Locked	37.6	12	0
8	Locked	38.6	17	3
9	Locked	38.6	12	0
10	Locked	37.6	17	0
11	Locked	38.6	11	0
12	Locked	37.3	6	15
13	Locked	37.6	18	0
14	Locked	37.6	10	0
15	Locked	37.6	9	26
16	Locked	38.6	2	27
17	Locked	38.6	18	0
18	Locked	38.6	11	0
19	Locked	38.6	18	0
20	Locked	38.6	13	13
21	Locked	37.6	28	0
22	Locked	38.6	26	0
23	Locked	38.6	32	0
24	Locked	38.6	18	0

[ShadzGeeza]

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

1	53699998	45	5120	64 qam	2
2	39399986	42.5	5120	64 qam	4
3	46200058	43.5	5120	64 qam	3
4	60299988	45	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[carl_pearce]

---

@ShadzGeeza wrote:

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

1	53699998	45	5120	64 qam	2
2	39399986	42.5	5120	64 qam	4
3	46200058	43.5	5120	64 qam	3
4	60299988	45	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

---

Your upstream channels are back, and power levels better!

Hows the connection?

[ShadzGeeza]

I'll give it a day or two to see how it goes, i suspect those upstream channels will vanish again soon though, very hard to stay optimistic at this point.