Virgin Media Community

[StewartWhite]

How do I get somebody from Virgin to come out and sort out continual T3 errors and loss of Internet connectivity several times a day that's been getting worse since January 9th but that Virgin Support cannot/will not help with?

Here's a representative examplefrom the network log. Every time it happens we lose Internet connectivity for between 10 and 15 minutes

06/02/2021 08:12:19

critical

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

[Andruser]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

Next, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

Appreciate you'll be thinking "that's a right faff, why should I?" but if you'll do this we may be able to identify a cause and a fix, or an alternative course of action for you.

[StewartWhite]

Thanks for the info. Here are the logs you were talking about:

Downstream bonded channels

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

1	259000000	0.5	38	256 qam	16
2	251000000	0.5	38	256 qam	15
3	267000000	1	38	256 qam	17
4	275000000	0.7	38	256 qam	18
5	283000000	1	38	256 qam	19
6	291000000	1.5	38	256 qam	20
7	299000000	1.5	38	256 qam	21
8	307000000	1.9	38	256 qam	22
9	315000000	2	38	256 qam	23
10	323000000	1.4	38	256 qam	24
11	331000000	2	38	256 qam	25
12	371000000	1	38	256 qam	26
13	379000000	1.4	38	256 qam	27
14	387000000	1.2	38	256 qam	28
15	395000000	0.7	38	256 qam	29
16	403000000	1	38	256 qam	30
17	411000000	1.2	38	256 qam	31
18	419000000	0.7	38	256 qam	32
19	427000000	0.7	40	256 qam	33
20	435000000	0.7	40	256 qam	34
21	443000000	0.4	40	256 qam	35
22	451000000	0.7	38	256 qam	36
23	459000000	1.2	40	256 qam	37
24	467000000	0.5	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	1	0
2	Locked	38.6	0	0
3	Locked	38.9	9	0
4	Locked	38.9	5	0
5	Locked	38.6	6	0
6	Locked	38.9	5	0
7	Locked	38.9	4	0
8	Locked	38.6	5	0
9	Locked	38.6	7	0
10	Locked	38.9	1	0
11	Locked	38.9	0	0
12	Locked	38.6	3	0
13	Locked	38.9	5	0
14	Locked	38.9	6	0
15	Locked	38.9	4	0
16	Locked	38.6	4	0
17	Locked	38.9	3	0
18	Locked	38.6	0	0
19	Locked	40.3	4	0
20	Locked	40.9	18	0
21	Locked	40.3	18	0
22	Locked	38.9	5	0
23	Locked	40.3	2	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	39400000	43.8	5120	64 qam	4
2	46200000	44.5	5120	64 qam	3
3	25800021	42.8	5120	16 qam	6
4	32600000	43.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	16	0

[StewartWhite]

Here's the BQM link you mentioned as well - 2 x outages since started monitoring earlier today as you can see:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a65c5b33867facbab56b1d841be1418fe9...