Virgin Media Community

[Tiaan]

I get constant and, seemingly random, disconnections. The log either indicates T3 or T4 errors, for example:
- T3: No Ranging Response received - T3 time-out; (...)
- T4: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; (...)

This usually results in me waiting anywhere from 10-30+ minutes for reconnecting. Sometimes I just unplug and replug everything (usually in that 30+ minute range).

From what I can see, this is likely more a problem with the connection to the main network, rather than issues with my equipment, which would make sense as the equipment is brand new.

I don't seem to have a way of contacting support other than through the forum, hence the post.

[jbrennand]

Post up all of the data - i.e.. 3 FULL sets of data – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[Tiaan]

Downstream and upstream as it stands.

 

Downstream bonded channels

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

1	203000000	2.2	40	256 qam	9
2	211000000	2.2	40	256 qam	10
3	219000000	2	40	256 qam	11
4	227000000	2.2	40	256 qam	12
5	235000000	1.7	40	256 qam	13
6	243000000	1	38	256 qam	14
7	251000000	0.9	40	256 qam	15
8	259000000	1	40	256 qam	16
9	267000000	1.2	40	256 qam	17
10	275000000	1.5	40	256 qam	18
11	283000000	1.9	40	256 qam	19
12	291000000	2	40	256 qam	20
13	299000000	2.2	40	256 qam	21
14	307000000	2	40	256 qam	22
15	315000000	2.5	40	256 qam	23
16	323000000	2.7	40	256 qam	24
17	331000000	2.9	40	256 qam	25
18	339000000	2.7	40	256 qam	26
19	347000000	2.7	40	256 qam	27
20	355000000	2.7	40	256 qam	28
21	363000000	2.5	40	256 qam	29
22	371000000	2.5	40	256 qam	30
23	379000000	2.5	40	256 qam	31
24	387000000	2.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	17	0
2	Locked	40.3	5	0
3	Locked	40.3	6	0
4	Locked	40.3	4	0
5	Locked	40.3	5	0
6	Locked	40.3	6	0
7	Locked	40.3	0	0
8	Locked	40.9	0	0
9	Locked	40.3	4	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.3	4	0
14	Locked	40.3	4	0
15	Locked	40.9	6	0
16	Locked	40.9	0	0
17	Locked	40.3	5	0
18	Locked	40.3	5	0
19	Locked	40.9	5	0
20	Locked	40.3	5	0
21	Locked	40.3	4	0
22	Locked	40.3	6	0
23	Locked	40.3	5	0
24	Locked	40.9	0	0

Upstream bonded channels

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

1

60300000

57

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

 

[Tiaan]

Logs:

The logs for today seems somewhat incomplete as I've logged in multiple times and had a disconnection issue as well. The weird timestamps was yesterday evening when I struggled for over an hour to reconnect.

Network Log

Time Priority Description

06/04/2022 19:01:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 11:33:9	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;
04/04/2022 21:21:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 21:06:32	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;
04/04/2022 19:37:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:24	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;
01/01/1970 00:08:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 19:13:49	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;
04/04/2022 19:10:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:39:2	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;
04/04/2022 14:38:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:37:34	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;
04/04/2022 14:36:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:34:31	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;
04/04/2022 14:33:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:32:56	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;
04/04/2022 14:31:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:31:25	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;
04/04/2022 14:30:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Errr.. is it really only one upstream channel with offscale power level ? Should be 4

Can you try this and see if the other 3 appear.

_______________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also that all 4 Up channels have appeared with power levels below 51 dBmV - if not call it in as a fault at 08.00

[Tiaan]

Thanks John. I'll do that on Friday as I'll be at home all day so can check the errors appearing more regularly. As for the upstream, I don't recall ever seeing more than one channel on that page. I do suspect it has to do with the connection going outside - the router coaxial doesn't connect to a wall box as such, but rather a cable from outside terminating at a loose hanging Tratec TRIS-1002AEN isolator box. I have no idea how the cabling outside works (I just moved into the flat and the line was already there).

Edit to add: what do you mean offscale power level?

[jbrennand]

---

Edit to add: what do you mean offscale power level?

---

51 dBmV is the recommended maximum level for all 4 channels - your one channel is at 57dBmV.  I am surprised you have any connection at all.

[Tiaan]

Okay, I've had lots of fun #sarcasm

I started on Thursday. Stats immediately after leaving unplugged for more than 5 minutes and unplug/replug all cables.

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	2.03E+08	2.4	40	256 qam	9
2	1.39E+08	2.2	40	256 qam	1
3	1.47E+08	2	40	256 qam	2
4	1.55E+08	2.4	40	256 qam	3
5	1.63E+08	2.2	40	256 qam	4
6	1.71E+08	2.5	40	256 qam	5
7	1.79E+08	2.5	40	256 qam	6
8	1.87E+08	2.5	40	256 qam	7
9	1.95E+08	2.7	40	256 qam	8
10	2.11E+08	2.2	40	256 qam	10
11	2.19E+08	2	40	256 qam	11
12	2.27E+08	2.2	40	256 qam	12
13	2.35E+08	1.7	40	256 qam	13
14	2.43E+08	1.2	40	256 qam	14
15	2.51E+08	1	40	256 qam	15
16	2.59E+08	1	40	256 qam	16
17	2.67E+08	1.4	40	256 qam	17
18	2.75E+08	1.5	40	256 qam	18
19	2.83E+08	1.9	40	256 qam	19
20	2.91E+08	2.2	40	256 qam	20
21	2.99E+08	2.2	40	256 qam	21
22	3.07E+08	2	40	256 qam	22
23	3.15E+08	2.7	40	256 qam	23
24	3.23E+08	2.7	40	256 qam	24
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	0	0
2	Locked	40.3	0	0
3	Locked	40.3	5	0
4	Locked	40.3	0	0
5	Locked	40.3	0	0
6	Locked	40.3	0	0
7	Locked	40.3	18	0
8	Locked	40.9	0	0
9	Locked	40.9	0	0
10	Locked	40.3	9	0
11	Locked	40.3	7	0
12	Locked	40.9	0	0
13	Locked	40.3	6	0
14	Locked	40.9	0	0
15	Locked	40.3	0	0
16	Locked	40.9	0	0
17	Locked	40.9	0	0
18	Locked	40.3	7	0
19	Locked	40.3	0	0
20	Locked	40.3	5	0
21	Locked	40.9	0	0
22	Locked	40.3	5	0
23	Locked	40.9	0	0
24	Locked	40.3	5	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	57	5120	64 qam	1
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0

[Tiaan]

After 30 minutes:

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	2.03E+08	2.5	40	256 qam	9
2	1.39E+08	2.4	40	256 qam	1
3	1.47E+08	2.4	40	256 qam	2
4	1.55E+08	2.5	40	256 qam	3
5	1.63E+08	2.5	40	256 qam	4
6	1.71E+08	2.7	40	256 qam	5
7	1.79E+08	2.5	40	256 qam	6
8	1.87E+08	2.7	40	256 qam	7
9	1.95E+08	2.7	40	256 qam	8
10	2.11E+08	2.2	40	256 qam	10
11	2.19E+08	2	40	256 qam	11
12	2.27E+08	2.2	40	256 qam	12
13	2.35E+08	1.7	40	256 qam	13
14	2.43E+08	1.2	38	256 qam	14
15	2.51E+08	0.9	40	256 qam	15
16	2.59E+08	1	40	256 qam	16
17	2.67E+08	1.4	40	256 qam	17
18	2.75E+08	1.5	40	256 qam	18
19	2.83E+08	1.9	40	256 qam	19
20	2.91E+08	2.2	40	256 qam	20
21	2.99E+08	2.2	40	256 qam	21
22	3.07E+08	2	40	256 qam	22
23	3.15E+08	2.5	40	256 qam	23
24	3.23E+08	2.7	40	256 qam	24
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	17	0
2	Locked	40.3	8	0
3	Locked	40.3	6	0
4	Locked	40.3	0	0
5	Locked	40.3	15	0
6	Locked	40.3	18	0
7	Locked	40.3	18694	0
8	Locked	40.3	5	0
9	Locked	40.9	9	0
10	Locked	40.3	7	0
11	Locked	40.3	7	0
12	Locked	40.3	6	0
13	Locked	40.3	6	0
14	Locked	38.9	6	0
15	Locked	40.3	6	0
16	Locked	40.3	12	0
17	Locked	40.3	13	0
18	Locked	40.3	5	0
19	Locked	40.9	5	0
20	Locked	40.3	0	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	6	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300092	57	5120	64 qam	1
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0

[Tiaan]

The next morning:

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	2.03E+08	3	40	256 qam	9
2	1.39E+08	3.5	40	256 qam	1
3	1.47E+08	3.4	40	256 qam	2
4	1.55E+08	3.5	40	256 qam	3
5	1.63E+08	3.2	40	256 qam	4
6	1.71E+08	3.5	40	256 qam	5
7	1.79E+08	3.2	40	256 qam	6
8	1.87E+08	3.4	40	256 qam	7
9	1.95E+08	3.4	40	256 qam	8
10	2.11E+08	2.7	40	256 qam	10
11	2.19E+08	2.5	40	256 qam	11
12	2.27E+08	2.7	40	256 qam	12
13	2.35E+08	2.4	40	256 qam	13
14	2.43E+08	2	40	256 qam	14
15	2.51E+08	1.5	40	256 qam	15
16	2.59E+08	1.5	40	256 qam	16
17	2.67E+08	1.7	40	256 qam	17
18	2.75E+08	1.9	40	256 qam	18
19	2.83E+08	2.2	40	256 qam	19
20	2.91E+08	2.5	40	256 qam	20
21	2.99E+08	2.5	40	256 qam	21
22	3.07E+08	2.5	40	256 qam	22
23	3.15E+08	3	40	256 qam	23
24	3.23E+08	3	40	256 qam	24
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	13596	3259
2	Locked	40.3	14243	4086
3	Locked	40.3	14464	4329
4	Locked	40.3	14283	4116
5	Locked	40.3	16890	5605
6	Locked	40.3	105021	15453
7	Locked	40.3	1582177	497990
8	Locked	40.3	455939	364179
9	Locked	40.3	18259	5859
10	Locked	40.3	11879	2274
11	Locked	40.9	11565	1906
12	Locked	40.9	10875	1420
13	Locked	40.3	12738	1413
14	Locked	40.3	15602	1489
15	Locked	40.9	11529	1407
16	Locked	40.9	10819	1136
17	Locked	40.3	10399	896
18	Locked	40.3	9566	579
19	Locked	40.3	10513	609
20	Locked	40.9	17525	2512
21	Locked	40.3	25240	7761
22	Locked	40.3	19402	6871
23	Locked	40.3	16379	1920
24	Locked	40.3	8573	193
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300092	55.5	5120	64 qam	1
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0