Virgin Media Community

[danielefc]

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

[Andrew-G]

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.

[Molly_G]

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,

[danielefc]

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

[Corey_C]

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
 

[danielefc]

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

[Corey_C]

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

[danielefc]

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

[danielefc]

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

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	DHSUBsgvca69834ncxv987325

Primary Downstream Service Flow

SFID	16573
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16572
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[danielefc]

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;