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Connectivity Issues

trentboy2
Joining in

Hi all, first time posting here. 

I've been using V. broadband for about a year now and have mostly been happy with the service, there is one issue that have been puzzlingly me though and I'm hoping I can find some help here. 

Every so often, probably six or seven times in the last twelve months but twice in the last week, there will be a period of time (from about 17:00 - 12:00) where I can not connect to anything. My PC and router both say I'm connected to the internet but webpages do not load or time out, I can't connect to Steam or Games Pass, and streaming becomes impossible. 

I tried a few solutions I found on this forum but with no luck. Last night I did a bit of digging around my router settings and found the log posted below that seems to imply an error but I've no idea how to interpret it, maybe someone here does?

Any help or suggestions would be appriciated, thank you.

Network Log

Time

Priority

Description

07/02/2022 07:16:30

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 22:36:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 22:36:36

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:44:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:42:44

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:42:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:42:0

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:38:54

notice

Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:25

Warning!

ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/02/2022 18:32:1

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2022 20:53:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2022 20:53:34

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/02/2022 00:03:12

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/02/2022 00:03:11

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2022 22:57:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2022 22:57:39

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2022 19:13:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2022 19:13:38

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/02/2022 18:45:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

7 REPLIES 7

gary_dexter
Alessandro Volta

Post the full network, upstream and downstream logs 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Hi Gary, not a hundred percent this is what you've asked for but I copied everything from the Downstream and Upstream tabs from the Router Status page: 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

13.5

40

256 qam

25

2

203000000

13.4

40

256 qam

9

3

211000000

13.4

40

256 qam

10

4

219000000

13.4

40

256 qam

11

5

227000000

13.5

40

256 qam

12

6

235000000

13.4

40

256 qam

13

7

243000000

13.3

40

256 qam

14

8

251000000

13.4

40

256 qam

15

9

259000000

13.4

40

256 qam

16

10

267000000

13.4

40

256 qam

17

11

275000000

13.4

40

256 qam

18

12

283000000

13.3

40

256 qam

19

13

291000000

13.4

40

256 qam

20

14

299000000

13.5

40

256 qam

21

15

307000000

13.5

40

256 qam

22

16

315000000

13.5

40

256 qam

23

17

323000000

13.5

40

256 qam

24

18

339000000

13.4

40

256 qam

26

19

347000000

13.4

40

256 qam

27

20

355000000

13.1

40

256 qam

28

21

363000000

12.9

40

256 qam

29

22

371000000

12.8

38

256 qam

30

23

379000000

12.4

38

256 qam

31

24

387000000

12.4

38

256 qam

32



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

8

0

2

Locked

40.9

5

0

3

Locked

40.3

8

0

4

Locked

40.3

5

0

5

Locked

40.9

3

0

6

Locked

40.3

12

0

7

Locked

40.3

8

0

8

Locked

40.9

5

0

9

Locked

40.3

6

0

10

Locked

40.3

7

0

11

Locked

40.3

6

0

12

Locked

40.3

7

0

13

Locked

40.3

7

0

14

Locked

40.3

6

0

15

Locked

40.9

6

0

16

Locked

40.9

9

0

17

Locked

40.9

5

0

18

Locked

40.3

7

0

19

Locked

40.9

9

0

20

Locked

40.3

11

0

21

Locked

40.3

6

0

22

Locked

38.9

7

0

23

Locked

38.9

18

0

24

Locked

38.9

9

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

34.8

5120

64 qam

1

2

25800000

34.8

5120

64 qam

4

3

32599957

34.8

5120

64 qam

3

4

39400000

34.8

5120

64 qam

2



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

Your downstream levels are too high. You’ll need an engineer to resolve. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Is that something I can request here on the forum or would I need to contact Virgin directly?

Either. You can phone in and try to explain to.

Or wait here for a rep to reply - could take a few days though. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Brilliant, thanks for your help.

Hey @trentboy2,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your connection at the moment, I have looked into our system and can see that there is an SNR fault in your area at the moment, the current estimated fix date is today and the time is 4pm. We are sorry and our engineers are working hard to resolve this for you.

Regards,

Steven_L