on 25-06-2021 15:24
Hi,
Wondering if someone could take a look and see if there's a problem on my end.. been experiencing random packet loss and connection dropping for a while now, so I setup a broadband monitor
Assumed it may just be traffic overload in my area but it seems like this is also randomly occurring during the night so suggests maybe there's an issue at the local exchange?
----------------------------------------------------------------
Looking at the logs, this error seems to be quite common:
25/06/2021 13:49:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Item Status Comments
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 5.8 | 38 | 256 qam | 25 |
2 | 235000000 | 5.5 | 40 | 256 qam | 13 |
3 | 243000000 | 5.6 | 40 | 256 qam | 14 |
4 | 251000000 | 5.6 | 40 | 256 qam | 15 |
5 | 259000000 | 5.3 | 40 | 256 qam | 16 |
6 | 267000000 | 5.6 | 40 | 256 qam | 17 |
7 | 275000000 | 5.3 | 40 | 256 qam | 18 |
8 | 283000000 | 5.4 | 40 | 256 qam | 19 |
9 | 291000000 | 5.5 | 40 | 256 qam | 20 |
10 | 299000000 | 5.4 | 40 | 256 qam | 21 |
11 | 307000000 | 5.5 | 40 | 256 qam | 22 |
12 | 315000000 | 5.5 | 40 | 256 qam | 23 |
13 | 323000000 | 5.4 | 40 | 256 qam | 24 |
14 | 339000000 | 5.9 | 38 | 256 qam | 26 |
15 | 347000000 | 5.3 | 38 | 256 qam | 27 |
16 | 355000000 | 5.5 | 38 | 256 qam | 28 |
17 | 363000000 | 5.4 | 38 | 256 qam | 29 |
18 | 371000000 | 5.6 | 40 | 256 qam | 30 |
19 | 379000000 | 6 | 40 | 256 qam | 31 |
20 | 387000000 | 5.5 | 40 | 256 qam | 32 |
21 | 395000000 | 5.9 | 40 | 256 qam | 33 |
22 | 403000000 | 6.1 | 40 | 256 qam | 34 |
23 | 411000000 | 5.6 | 40 | 256 qam | 35 |
24 | 419000000 | 5.6 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 10 | 0 |
2 | Locked | 40.3 | 23 | 12 |
3 | Locked | 40.9 | 17 | 15 |
4 | Locked | 40.3 | 38 | 32 |
5 | Locked | 40.9 | 61 | 33 |
6 | Locked | 40.9 | 43 | 31 |
7 | Locked | 40.9 | 53 | 16 |
8 | Locked | 40.3 | 31 | 15 |
9 | Locked | 40.9 | 30 | 25 |
10 | Locked | 40.3 | 25 | 12 |
11 | Locked | 40.3 | 15 | 0 |
12 | Locked | 40.3 | 17 | 0 |
13 | Locked | 40.3 | 18 | 0 |
14 | Locked | 38.9 | 13 | 13 |
15 | Locked | 38.9 | 35 | 0 |
16 | Locked | 38.6 | 16 | 13 |
17 | Locked | 38.9 | 27 | 0 |
18 | Locked | 40.3 | 14 | 0 |
19 | Locked | 40.3 | 13 | 0 |
20 | Locked | 40.9 | 16 | 0 |
21 | Locked | 40.3 | 11 | 0 |
22 | Locked | 40.9 | 4 | 0 |
23 | Locked | 40.3 | 9 | 0 |
24 | Locked | 40.9 | 7 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 43.3 | 5120 | 64 qam | 3 |
2 | 39400000 | 42.3 | 5120 | 64 qam | 4 |
3 | 53700000 | 43.8 | 5120 | 64 qam | 2 |
4 | 60300000 | 44.8 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 15 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 25-06-2021 15:29
It's not a problem of congestion on VM's network, the BQM is pretty clear on that, but it is confirming packet loss, there's a few too many downstream post-RS errors, and too many upstream timeouts. I'll mark this for staff to advise whether you need a technician visit or not.
on 25-06-2021 15:48
Hi @danielefc,
Thanks for your post and sorry to see that you are experiencing issues at the moment.
I'd like to look further into this for you, but I've been unable to locate your account using your account information. I'll just send you a private message to get these from you and I can advise further.
Please keep an eye on the purple envelope at the top right hand side.
Kind regards,
New around here? To find out more about the Community check out our Getting Started guide
on 03-07-2021 18:54
Hi,
Just an update on this, I had an engineer out who looked at the cabinet and ran some diagnostics on the Hub 3 but couldn't find any problems
He did suggest that I might need a new modem as mine is quite old now.. the internet has still been dropping randomly each day but today it's been really bad (1st drop)
See below for the BQM, the internet dropped and the modem reset just after 2pm - so as suggested I switched the hub back in router mode and removed my own router.. then factory reset the hub (2nd drop)
The internet was up for about 10mins then dropped again, and took around 35mins to reconnected.. flashing green and then red (3rd drop)
Then it dropped a 4th time after packet loss (and it's just dropped again right now as I'm typing)
Anyone has any ideas on what's going on here? The fact this is 10 times worse in router mode than it was in modem mode maybe suggests the hub needs replacing? See logs if that helps:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 419000000 | 5.4 | 40 | 256 qam | 36 |
2 | 235000000 | 5.5 | 40 | 256 qam | 13 |
3 | 243000000 | 5.5 | 40 | 256 qam | 14 |
4 | 251000000 | 5.5 | 40 | 256 qam | 15 |
5 | 259000000 | 5.5 | 40 | 256 qam | 16 |
6 | 267000000 | 5.5 | 40 | 256 qam | 17 |
7 | 275000000 | 5.4 | 40 | 256 qam | 18 |
8 | 283000000 | 5.4 | 40 | 256 qam | 19 |
9 | 291000000 | 5.3 | 40 | 256 qam | 20 |
10 | 299000000 | 5.5 | 40 | 256 qam | 21 |
11 | 307000000 | 5.4 | 40 | 256 qam | 22 |
12 | 315000000 | 5.5 | 40 | 256 qam | 23 |
13 | 323000000 | 5.4 | 40 | 256 qam | 24 |
14 | 331000000 | 5.5 | 40 | 256 qam | 25 |
15 | 339000000 | 5.6 | 38 | 256 qam | 26 |
16 | 347000000 | 5.4 | 38 | 256 qam | 27 |
17 | 355000000 | 5.3 | 38 | 256 qam | 28 |
18 | 363000000 | 5.4 | 38 | 256 qam | 29 |
19 | 371000000 | 5.6 | 40 | 256 qam | 30 |
20 | 379000000 | 5.9 | 40 | 256 qam | 31 |
21 | 387000000 | 5.5 | 40 | 256 qam | 32 |
22 | 395000000 | 5.8 | 40 | 256 qam | 33 |
23 | 403000000 | 6 | 40 | 256 qam | 34 |
24 | 411000000 | 5.6 | 40 | 256 qam | 35 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 4 | 0 |
3 | Locked | 40.3 | 5 | 0 |
4 | Locked | 40.3 | 3 | 0 |
5 | Locked | 40.3 | 6 | 0 |
6 | Locked | 40.9 | 5 | 0 |
7 | Locked | 40.9 | 5 | 0 |
8 | Locked | 40.9 | 6 | 0 |
9 | Locked | 40.3 | 0 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.9 | 6 | 0 |
12 | Locked | 40.3 | 6 | 0 |
13 | Locked | 40.3 | 4 | 0 |
14 | Locked | 40.3 | 4 | 0 |
15 | Locked | 38.9 | 6 | 0 |
16 | Locked | 38.9 | 4 | 0 |
17 | Locked | 38.6 | 5 | 0 |
18 | Locked | 38.9 | 7 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 3 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 40.9 | 4 | 0 |
23 | Locked | 40.9 | 4 | 0 |
24 | Locked | 40.3 | 13 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 41.5 | 5120 | 64 qam | 4 |
2 | 46200000 | 43.5 | 5120 | 64 qam | 3 |
3 | 53700000 | 44 | 5120 | 64 qam | 2 |
4 | 60300000 | 45 | 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 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
The error log is the same as last time, just full of T3 errors
03/07/2021 16:35:2 | 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; |
03/07/2021 16:32:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/07/2021 13:35:14 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;
I've also seen this error too, the logs seem to reset when the modem reboots itself
Thanks,
Dan
on 04-07-2021 11:37
Thanks for your post and reaching out to the Community Forums, danielefc,
Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics on your connections, and it does indicate that you are currently being affected by a local area fault for SNR issues, ref#F009140712 and we are working to get this sorted as quickly as possible. The current ETA fix time is 06 JUL 2021 09:00 Apologies again for the inconvenience.
Cheers,
Corey C
on 04-07-2021 11:56
Hi Corey,
Thanks for looking into this, I'm wondering if SNR is a new issue on top of the existing problems?
Or would that prevent my modem from establishing a connection for over an hour?
I had flashing green internet lights which would eventually flash red before restarting the process, from looking it up this means the modem is unable to update itself?
See updated BQM:
Thanks,
Dan
on 04-07-2021 12:35
An SNR issue can create those symptoms, yes. It will be hard to determine whether your pre-existing issue was due to the SNR fault we have detected but we can only wait until after the fault F009140712 has been fix to know for sure.
Cheers,
Corey C
on 08-07-2021 14:43
Hi,
Another update on this, received a text message yesterday form Virgin saying the problem has been fixed and the issue is closed
I rebooted the equipment as requested, but the problems still persist.. I'm still on the hub3 - would upgrading to the latest hub potentially fix these issues?
See today BQM, internet dropped again less than an hour ago and by the looks of it packet loss all throughout the night
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 29 | 0 |
2 | ATDMA | 0 | 0 | 35 | 0 |
3 | ATDMA | 0 | 0 | 18 | 0 |
4 | ATDMA | 0 | 0 | 19 | 0 |
on 08-07-2021 14:45
Item Status Comments
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 32600000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 5.5 | 38 | 256 qam | 25 |
2 | 235000000 | 5.5 | 40 | 256 qam | 13 |
3 | 243000000 | 5.5 | 40 | 256 qam | 14 |
4 | 251000000 | 5.5 | 40 | 256 qam | 15 |
5 | 259000000 | 5.1 | 40 | 256 qam | 16 |
6 | 267000000 | 5.5 | 40 | 256 qam | 17 |
7 | 275000000 | 5.1 | 40 | 256 qam | 18 |
8 | 283000000 | 5.1 | 40 | 256 qam | 19 |
9 | 291000000 | 5.3 | 40 | 256 qam | 20 |
10 | 299000000 | 5.3 | 40 | 256 qam | 21 |
11 | 307000000 | 5.4 | 40 | 256 qam | 22 |
12 | 315000000 | 5.4 | 40 | 256 qam | 23 |
13 | 323000000 | 5.1 | 40 | 256 qam | 24 |
14 | 339000000 | 5.6 | 38 | 256 qam | 26 |
15 | 347000000 | 5 | 38 | 256 qam | 27 |
16 | 355000000 | 5.4 | 38 | 256 qam | 28 |
17 | 363000000 | 5.1 | 38 | 256 qam | 29 |
18 | 371000000 | 5.5 | 40 | 256 qam | 30 |
19 | 379000000 | 5.9 | 40 | 256 qam | 31 |
20 | 387000000 | 5.4 | 40 | 256 qam | 32 |
21 | 395000000 | 5.6 | 40 | 256 qam | 33 |
22 | 403000000 | 6 | 40 | 256 qam | 34 |
23 | 411000000 | 5.5 | 40 | 256 qam | 35 |
24 | 419000000 | 5.5 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 5 | 0 |
2 | Locked | 40.3 | 4 | 0 |
3 | Locked | 40.9 | 5 | 0 |
4 | Locked | 40.3 | 7 | 0 |
5 | Locked | 40.9 | 0 | 0 |
6 | Locked | 40.9 | 5 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.9 | 6 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.9 | 6 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.3 | 0 | 0 |
14 | Locked | 38.6 | 5 | 0 |
15 | Locked | 38.9 | 0 | 0 |
16 | Locked | 38.9 | 5 | 0 |
17 | Locked | 38.9 | 4 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 5 | 0 |
20 | Locked | 40.9 | 11 | 0 |
21 | Locked | 40.3 | 6 | 0 |
22 | Locked | 40.9 | 6 | 0 |
23 | Locked | 40.3 | 7 | 0 |
24 | Locked | 40.9 | 5 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 41.8 | 5120 | 32 qam | 5 |
2 | 39400000 | 42.3 | 5120 | 32 qam | 4 |
3 | 46200043 | 44.3 | 5120 | 64 qam | 3 |
4 | 53700000 | 44 | 5120 | 64 qam | 2 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | DHSUBsgvca69834ncxv987325 |
SFID | 16573 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 16572 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 08-07-2021 14:45
Network Log
Time Priority Description
08/07/2021 13:43:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:30:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:30:36 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:46 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:26 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:29:6 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:28:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:28:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:28:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 10:48:52 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:25:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:25:43 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:23:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:23:25 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:22:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:22:39 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 03:21:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |