Virgin Media Community

[andy1027]

I keep getting kicked from GTA Online. Can play for about 5 minutes and then this message comes up. WiFi is always very good and I have never had any issues. Xbox WiFI and multiplayer tests all come back with very good results. Yet when trying to play GTA Online lately I keep getting the message "Connection to the session lost due to an unknown network error. Please return to Grand Theft Auto V and try again".

The Xbox itself never loses connection to my Super Hub 3 
We don't have any issues with the WiFi at present
Rockstar Service Status reports that all their servers are up just fine
Xbox says NAT type shows as open
Rebooted console

Any ideas? 

EDIT: Have included Router Status information incase there is something there that doesn't look right. 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	323000000	-2.7	38	256 qam	24
2	235000000	-2	38	256 qam	13
3	243000000	-2.4	40	256 qam	14
4	251000000	-2.2	40	256 qam	15
5	259000000	-2.2	40	256 qam	16
6	267000000	-2.2	40	256 qam	17
7	275000000	-2.4	38	256 qam	18
8	283000000	-2.2	38	256 qam	19
9	291000000	-2.4	40	256 qam	20
10	299000000	-2	40	256 qam	21
11	307000000	-2.4	40	256 qam	22
12	315000000	-2.7	38	256 qam	23
13	331000000	-2.7	38	256 qam	25
14	339000000	-3	38	256 qam	26
15	347000000	-3	38	256 qam	27
16	355000000	-3	38	256 qam	28
17	363000000	-3	38	256 qam	29
18	371000000	-2.7	38	256 qam	30
19	379000000	-2.7	38	256 qam	31
20	387000000	-3.2	39	256 qam	32
21	395000000	-3.4	38	256 qam	34
22	403000000	-3.5	38	256 qam	35
23	411000000	-3.4	38	256 qam	36
24	419000000	-3.5	38	256 qam	37

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	8994	0
2	Locked	38.9	7925	36
3	Locked	40.3	8308	24
4	Locked	40.3	7887	0
5	Locked	40.3	6495	0
6	Locked	40.3	5733	0
7	Locked	38.9	5557	13
8	Locked	38.9	5202	0
9	Locked	40.3	6116	52
10	Locked	40.3	6634	26
11	Locked	40.3	6658	0
12	Locked	38.9	8137	0
13	Locked	38.9	7312	0
14	Locked	38.9	7669	0
15	Locked	38.9	8355	0
16	Locked	38.9	10043	0
17	Locked	38.9	9353	0
18	Locked	38.9	9740	0
19	Locked	38.6	10815	0
20	Locked	39.8	10966	0
21	Locked	38.9	13477	0
22	Locked	38.9	12437	0
23	Locked	38.9	13124	0
24	Locked	38.6	13767	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	47.5	5120	64 qam	10
2	46200000	47.5	5120	64 qam	9
3	32600000	47	5120	64 qam	11
4	25800000	46.8	5120	32 qam	12

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	4	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	4	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	321332
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	321331
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Adduxi · Accepted solution]

You have one upstream channel on 32 QAM, this should be 64.  Also some PostRS errors indicative of noise on the line.  A lot of T3's as well are not good.

If you setup a BQM to monitor the line it may help diagnose the issue.    www.thinkbroadband.com/ping

Reboot the Hub and see if the PostRS errors rise again, and if so VM will need to send a technician to fix this.

I would also recommend gaming on a wired connection to rule out any slight hiccups on wifi.

[andy1027]

Extremely helpful. Thank you. 

After posting this thread I rebooted the SH3 and was able to play GTA Online without any issues. Its been almost a day since I posted this thread and this is my latest router info:

I can see that I don't have Post RS errors, and everything else seems to look right since reboot of the router/hub. 

Couple of questions for educational purposes. 

1. Why would one of my upstream channels be at 32 QAM when it should be 64, what would cause this? 
2. What are T3s?

Many thanks 🙂 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	323000000	-2.7	38	256 qam	24
2	139000000	-0.7	38	256 qam	1
3	147000000	-0.7	40	256 qam	2
4	155000000	-0.7	40	256 qam	3
5	163000000	-0.9	40	256 qam	4
6	171000000	-1	40	256 qam	5
7	179000000	-1.2	40	256 qam	6
8	187000000	-1.2	40	256 qam	7
9	195000000	-1.5	40	256 qam	8
10	203000000	-1.5	40	256 qam	9
11	211000000	-1.5	40	256 qam	10
12	219000000	-1.7	40	256 qam	11
13	227000000	-1.7	38	256 qam	12
14	235000000	-1.9	40	256 qam	13
15	243000000	-2.2	38	256 qam	14
16	251000000	-2	40	256 qam	15
17	259000000	-2.2	40	256 qam	16
18	267000000	-2	40	256 qam	17
19	275000000	-2.2	38	256 qam	18
20	283000000	-2	38	256 qam	19
21	291000000	-2.2	40	256 qam	20
22	299000000	-2	40	256 qam	21
23	307000000	-2.2	40	256 qam	22
24	315000000	-2.5	38	256 qam	23

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	257	0
2	Locked	38.9	293	0
3	Locked	40.3	275	0
4	Locked	40.3	247	0
5	Locked	40.9	261	0
6	Locked	40.3	314	0
7	Locked	40.3	317	0
8	Locked	40.9	293	0
9	Locked	40.3	251	0
10	Locked	40.3	244	0
11	Locked	40.3	231	0
12	Locked	40.3	255	0
13	Locked	38.9	278	0
14	Locked	40.3	284	0
15	Locked	38.6	235	0
16	Locked	40.3	259	0
17	Locked	40.3	209	0
18	Locked	40.3	208	0
19	Locked	38.9	196	0
20	Locked	38.9	177	0
21	Locked	40.3	198	0
22	Locked	40.3	200	0
23	Locked	40.3	219	0
24	Locked	38.9	243	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	47.3	5120	64 qam	7
2	39400000	47.3	5120	64 qam	10
3	46200000	47.3	5120	64 qam	9
4	53700000	47.3	5120	64 qam	8

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

[Adduxi]

---

@andy1027 wrote:

1. Why would one of my upstream channels be at 32 QAM when it should be 64, what would cause this? 
2. What are T3s?

---

1 -  A lower QAM usually indicates noise on the line. The modem will negotiate a lower QAM until the line is working at a satisfactory level. 

2 - See this link - https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

[andy1027]

Was having trouble downloading a voice note (yes a mere voice note) on WhatsApp on my iPhone 12 Pro earlier - connected to our WiFi. As soon as I disconnected the phone from our WiFi it downloaded straight away. Everything else on the WiFi was working just fine at that particular time (I think?).

Anyway it made me think about the incident with GTA Online above and getting kicked out and the post RS errors etc. So I went onto the router info again and collected this data. Looks like there is a lot of RS Errors.

Having said that, I have just checked the back of our SH3 and noticed that the main cable connection going into it was ever so slightly loose (not by much though). So I will reboot the hub later tonight and then come back tomorrow evening to see how the Post RS errors are and then take it from there:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	323000000	-2.7	38	256 qam	24
2	139000000	-0.9	38	256 qam	1
3	147000000	-0.9	40	256 qam	2
4	155000000	-0.9	40	256 qam	3
5	163000000	-1	40	256 qam	4
6	171000000	-1	40	256 qam	5
7	179000000	-1.2	40	256 qam	6
8	187000000	-1.2	40	256 qam	7
9	195000000	-1.5	40	256 qam	8
10	203000000	-1.5	40	256 qam	9
11	211000000	-1.7	40	256 qam	10
12	219000000	-1.7	40	256 qam	11
13	227000000	-2	38	256 qam	12
14	235000000	-2	40	256 qam	13
15	243000000	-2.2	38	256 qam	14
16	251000000	-2.2	40	256 qam	15
17	259000000	-2.2	40	256 qam	16
18	267000000	-2.2	40	256 qam	17
19	275000000	-2.4	38	256 qam	18
20	283000000	-2.2	40	256 qam	19
21	291000000	-2.2	38	256 qam	20
22	299000000	-2.2	40	256 qam	21
23	307000000	-2.4	40	256 qam	22
24	315000000	-2.7	38	256 qam	23

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	2208	0
2	Locked	38.9	14402472	3670303
3	Locked	40.3	7430443	3735613
4	Locked	40.3	8173541	3073839
5	Locked	40.3	10851539	2394077
6	Locked	40.3	3526128	1428017
7	Locked	40.3	4714678	292450
8	Locked	40.3	277405	22607
9	Locked	40.3	32313	2899
10	Locked	40.3	18330	458
11	Locked	40.3	2100	7
12	Locked	40.3	2450	26
13	Locked	38.9	31720	1154
14	Locked	40.3	29087	836
15	Locked	38.9	3153	28
16	Locked	40.3	2759	0
17	Locked	40.9	5912	25
18	Locked	40.9	25418	115
19	Locked	38.9	6994	21
20	Locked	40.3	1448	35
21	Locked	38.9	1724	11
22	Locked	40.3	7259	0
23	Locked	40.3	2770	0
24	Locked	38.6	2092	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	47.5	5120	64 qam	7
2	39400000	47.5	5120	64 qam	10
3	46200000	47.5	5120	64 qam	9
4	53700000	47.5	5120	64 qam	8

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	340366
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	340365
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Paulina_Z]

Hi @andy1027,

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're having some issues with our services at the moment.

I understand that your coaxial cable was a little loose. Please let us know what your connection is like now that you've rebooted your Hub.

Keep us updated, and if you experience any further issue, we'll be happy to help and investigate further.

Thank you. 

[andy1027]

Hi, so when I retightened the coaxial cable at the hub I seemed to no longer have any issues. I haven't played GTA Online since then actually but I have noticed that I am still getting Post RS Errors etc. Does an engineer need to pop out to have a look? Would be great to get the connection fine tuned to the way it should be. Cheers. 

I will attach all my latest Hub data below. 

Hub 3.0 device information

The information below shows current status of this Hub 3.0

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304
Cable MAC address	: **:**:**:**:**:**
Cable modem serial number	: AAAP52350926
System up time	: 9 days 23h:5m:18s
Network access	: Allowed

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	323000000	-2.5	38	256 qam	24
2	139000000	-0.5	40	256 qam	1
3	147000000	-0.5	40	256 qam	2
4	155000000	-0.5	40	256 qam	3
5	163000000	-0.7	40	256 qam	4
6	171000000	-0.9	40	256 qam	5
7	179000000	-1	40	256 qam	6
8	187000000	-1	40	256 qam	7
9	195000000	-1.4	40	256 qam	8
10	203000000	-1.2	40	256 qam	9
11	211000000	-1.4	40	256 qam	10
12	219000000	-1.5	40	256 qam	11
13	227000000	-1.7	38	256 qam	12
14	235000000	-1.9	38	256 qam	13
15	243000000	-2	38	256 qam	14
16	251000000	-2	40	256 qam	15
17	259000000	-2	40	256 qam	16
18	267000000	-2	40	256 qam	17
19	275000000	-2	38	256 qam	18
20	283000000	-2	40	256 qam	19
21	291000000	-2	38	256 qam	20
22	299000000	-2.2	40	256 qam	21
23	307000000	-2.2	40	256 qam	22
24	315000000	-2.5	38	256 qam	23

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	9743	0
2	Locked	40.3	3599017	683019
3	Locked	40.3	1999429	542144
4	Locked	40.3	2012910	505175
5	Locked	40.3	2500824	472097
6	Locked	40.3	925341	201129
7	Locked	40.3	1056035	133777
8	Locked	40.3	221153	1108
9	Locked	40.3	9215	0
10	Locked	40.3	9680	0
11	Locked	40.3	9456	0
12	Locked	40.3	8801	0
13	Locked	38.9	9390	0
14	Locked	38.9	9573	0
15	Locked	38.9	10074	0
16	Locked	40.3	9769	0
17	Locked	40.3	7860	0
18	Locked	40.3	6969	0
19	Locked	38.9	6732	0
20	Locked	40.3	6398	0
21	Locked	38.9	7942	0
22	Locked	40.3	8032	0
23	Locked	40.3	7921	0
24	Locked	38.9	10358	0

Upstream bonded channels

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

1	60300000	47.3	5120	64 qam	7
2	39400000	47.3	5120	64 qam	10
3	46200000	47.3	5120	64 qam	9
4	53700000	47.3	5120	64 qam	8

[andy1027]

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	6	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	343540
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	343539
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

13/03/2022 21:16:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 21:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 22:03:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2022 09:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2022 17:39:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 01:39:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 21:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 22:40:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2022 21:12:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2022 10:56:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2022 09:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 19:23:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 21:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 11:47:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 09:12:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2022 19:10:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2022 01:13:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 22:10:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 04:12:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Far too many PostRS errors and you will need a VM technician to fix this.   Along with the numerous T3 errors, it looks like an upstream problem?

You should also setup a BQM to monitor and record the status of your circuit.   www.thinkbroadband.com/ping

Once done we can comment further.

If you wait here a day or two a VM Mod will pick this up.

[andy1027]

Thanks Adduxi, have set up a BQM just now. Will monitor and report back. Cheers