on 06-04-2022 19:23
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.
on 09-04-2022 14:39
Log at this point:
Network Log | ||
Time | Priority | Description |
08/04/2022 02:21:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/04/2022 02:20:26 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2022 22:38:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:27 | 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; |
07/04/2022 18:08:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2022 18:08:50 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2022 17:55:52 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2022 13:52:43 | 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; |
06/04/2022 20:24:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
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; |
on 09-04-2022 14:41
Struggled a lot yesterday. Probably the worst (right after a reset of everything - i.e. unplug/replug everything, power disconnected for about 10 minutes):
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 2.99E+08 | 1.4 | 38 | 256 qam | 21 |
2 | 1.39E+08 | 1.2 | 38 | 256 qam | 1 |
3 | 1.47E+08 | 1.2 | 38 | 256 qam | 2 |
4 | 1.55E+08 | 1.5 | 40 | 256 qam | 3 |
5 | 1.63E+08 | 1.4 | 40 | 256 qam | 4 |
6 | 1.71E+08 | 1.7 | 40 | 256 qam | 5 |
7 | 1.79E+08 | 1.7 | 40 | 256 qam | 6 |
8 | 1.87E+08 | 1.7 | 40 | 256 qam | 7 |
9 | 1.95E+08 | 1.9 | 40 | 256 qam | 8 |
10 | 2.03E+08 | 1.5 | 40 | 256 qam | 9 |
11 | 2.11E+08 | 1.4 | 40 | 256 qam | 10 |
12 | 2.19E+08 | 1.2 | 40 | 256 qam | 11 |
13 | 2.27E+08 | 1.4 | 40 | 256 qam | 12 |
14 | 2.35E+08 | 0.7 | 40 | 256 qam | 13 |
15 | 2.43E+08 | 0.2 | 38 | 256 qam | 14 |
16 | 2.51E+08 | 0.2 | 40 | 256 qam | 15 |
17 | 2.59E+08 | 0.2 | 40 | 256 qam | 16 |
18 | 2.67E+08 | 0.7 | 40 | 256 qam | 17 |
19 | 2.75E+08 | 0.9 | 40 | 256 qam | 18 |
20 | 2.83E+08 | 1.2 | 40 | 256 qam | 19 |
21 | 2.91E+08 | 1.4 | 40 | 256 qam | 20 |
22 | 3.07E+08 | 1.2 | 40 | 256 qam | 22 |
23 | 3.15E+08 | 2 | 40 | 256 qam | 23 |
24 | 3.23E+08 | 2 | 40 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.9 | 591 | 0 | |
2 | Locked | 38.9 | 2634 | 0 | |
3 | Locked | 38.9 | 1410 | 0 | |
4 | Locked | 40.9 | 2721 | 0 | |
5 | Locked | 40.3 | 2305 | 0 | |
6 | Locked | 40.3 | 476 | 0 | |
7 | Locked | 40.3 | 1133 | 0 | |
8 | Locked | 40.3 | 3811 | 0 | |
9 | Locked | 40.3 | 5851 | 4 | |
10 | Locked | 40.3 | 5718 | 5 | |
11 | Locked | 40.3 | 3502 | 0 | |
12 | Locked | 40.3 | 1111 | 0 | |
13 | Locked | 40.3 | 502 | 0 | |
14 | Locked | 40.3 | 848 | 0 | |
15 | Locked | 38.9 | 645 | 0 | |
16 | Locked | 40.3 | 396 | 0 | |
17 | Locked | 40.3 | 934 | 0 | |
18 | Locked | 40.3 | 2721 | 0 | |
19 | Locked | 40.3 | 3060 | 0 | |
20 | Locked | 40.9 | 2813 | 0 | |
21 | Locked | 40.3 | 2524 | 0 | |
22 | Locked | 40.3 | 242 | 0 | |
23 | Locked | 40.3 | 297 | 0 | |
24 | Locked | 40.9 | 112 | 0 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39400000 | 57 | 5120 | 64 qam | 4 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
on 09-04-2022 14:45
I think it is safe to say I need the technical people to come and have a look. In none of the logs do the upstream have more than the one channel and the power level remains constant 57.
How do I arrange technical to visit? I cannot seem to find anything on their website and the customer call line (the one I found, at least) just wants to reset the router, which I have done many times. Admittedly, I haven't been able to actually speak to someone yet.
on 09-04-2022 15:07
on 09-04-2022 15:14
on 09-04-2022 15:33
Hi Tiaan,
Thanks for posting, and sorry to see you've been having some connection issues.
I've had a look at things from our side, and it looks like we've identified a short-term connectivity issue which may cause intermittent or performance related issues with the connection.
In the vase majority of cases, these types of issues are resolved after 24 hours. If you can please monitor the connection and let us know how you get on.
Alex_Rm
on 09-04-2022 15:39
Hi Alex,
I've been having these issues since I joined Virgin Media. It is close to a month now. There has been a day or so where I didn't notice much issues, but the logs would indicate the same errors whilst I was out.
on 09-04-2022 15:43
I am sorry for this Tiaan,
If you can please monitor over the next 24 hours, are we are aware there is a problem.
If you are still experiencing these connection issues after this time frame we can look into it further.
Alex_Rm
on 09-04-2022 15:45
on 09-04-2022 16:23