Virgin Media Community

[htailor23]

Keep having issue with the Broadband cutting for few seconds, VM help can't find issue because I'm using 3rd party Router (Draytek 2860) and the hub3 is modem mode. When I log into the Hub and check Router Status network. I see below errors. Any one able to help?

Network Log

Time Priority Description

02/02/2021 10:13:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:13:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:49:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:49:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:39:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:38:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:07:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 09:06:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 08:53:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 08:52:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 06:16:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 06:15:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 04:07:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 03:42:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	202750000	-2.5	37	256 qam	9
2	138750000	-1	38	256 qam	1
3	146750000	-1	38	256 qam	2
4	154750000	-1.2	38	256 qam	3
5	162750000	-1.2	38	256 qam	4
6	170750000	-1.4	38	256 qam	5
7	178750000	-1.5	38	256 qam	6
8	186750000	-1.7	38	256 qam	7
9	194750000	-2	38	256 qam	8
10	210750000	-2.9	37	256 qam	10
11	218750000	-3.2	38	256 qam	11
12	226750000	-3.7	37	256 qam	12
13	234750000	-3.9	38	256 qam	13
14	242750000	-4.2	37	256 qam	14
15	250750000	-4.5	37	256 qam	15
16	258750000	-4.7	37	256 qam	16
17	266750000	-4.5	37	256 qam	17
18	274750000	-5.5	37	256 qam	18
19	282750000	-7.2	36	256 qam	19
20	290750000	-6.4	37	256 qam	20
21	298750000	-4.4	37	256 qam	21
22	306750000	-4.2	37	256 qam	22
23	314750000	-4.2	37	256 qam	23
24	322750000	-4.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	1085571	168195
2	Locked	38.6	3033106	891734
3	Locked	38.6	1408705	295989
4	Locked	38.6	1169739	209496
5	Locked	38.6	1194417	223600
6	Locked	38.9	1132064	195232
7	Locked	38.6	1077757	171159
8	Locked	38.9	1113069	171688
9	Locked	38.6	1154268	190859
10	Locked	37.6	986945	144722
11	Locked	38.6	950664	133621
12	Locked	37.6	1029958	148790
13	Locked	38.6	1002721	140755
14	Locked	37.6	880949	111241
15	Locked	37.6	828084	97029
16	Locked	37.6	774829	82743
17	Locked	37.3	731792	72438
18	Locked	37.6	764003	77938
19	Locked	36.6	853881	101395
20	Locked	37.3	789458	88287
21	Locked	37.6	592633	47492
22	Locked	37.6	526119	38021
23	Locked	37.3	504627	34938
24	Locked	37.6	516053	38064

[tehwolf]

yeah those post-rs errors don't look healthy.

sorry, can't be much more help than that - but others around here can 🙂 suspect you'll need an engineer visit to put it right though.

either call it in or wait here for 5 - 10 days for a forum staffer to respond. 

[htailor23]

BQM Link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc9fde7bee87a33db7aadf8dbdb952e27be2c67a-03-02-2021

[jbrennand]

BQM not great. can you start from a blank sheet and do this...
_______________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[htailor23]

Thanks John,

I did give all this a try, but error's still appearing, and broadband still losing connection. 

[jbrennand]

Post a link to the live BQM.

Also show us the upstream data

You deffo need a tech visit if the RS errors are still going up and the down power levels are still low

[htailor23]

Upstream bonded channels

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

1	39400073	42.5	5120	64 qam	4
2	46200000	43.5	5120	64 qam	3
3	32600000	41.8	5120	64 qam	5
4	25799995	41.5	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	18	0

Live BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a248e06d7ae63500a9abe8205a27c1492...

Been on the phone to Virgin, but they keep saying they don't see a problem. When there is clearly a problem.

[jbrennand]

Its an issue - I will flag for a proper VM person to come here and take a look

[Corey_C]

Thanks for your post and for reaching out to the Community Forums, htailor23

Sorry to hear that you have been having connection issues with your broadband. I have been running some remote diagnostics which has confirmed some errors with your connection,. I have set up an engineer’s visit for you which you will be able to view from your online account here.

Cheers,

Corey C

[htailor23]

Thanks Corey,

I logged in but couldn’t see when the engineer is booked?