on 07-02-2022 07:19
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.
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; |
on 07-02-2022 07:38
Post the full network, upstream and downstream logs
on 08-02-2022 07:48
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:
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 |
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 |
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 |
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 |
on 08-02-2022 07:56
Your downstream levels are too high. You’ll need an engineer to resolve.
on 08-02-2022 08:02
Is that something I can request here on the forum or would I need to contact Virgin directly?
on 08-02-2022 08:20
Either. You can phone in and try to explain to.
Or wait here for a rep to reply - could take a few days though.
on 08-02-2022 08:25
on 10-02-2022 13:45
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