on 07-06-2023 12:56
Hi,
Hopefully someone could help me please with an issue we’ve been having for a month or two?
Our Virgin broadband has been fine in general until the last 8 weeks or so, the start of which was when there was a company digging and laying fibre cables in our and adjoining streets as part of an upgrade in the area. I can’t recall the company name sorry, it was not a broadband provider (BT, Virgin etc.) but an infrastructure company. Since then the broadband has gone down multiple times each day. It might just be a coincidence but the timing seems a bit strange.
I’ve followed the instructions on Virgin’s website for troubleshooting the router (Hub 3 – around 4 years old), to check if there is an issue with the cable into the house/router, checking cables are tight, soft resets etc. but no joy unfortunately.
I’ve factory reset the router, which worked for a couple of hours. A few weeks later I tried putting it in modem mode, alongside another router to deal with the WiFi signals. I did this because we were also seeing Atom errors in the log for a while and thought that might be why it was constantly restarting. The non-Virgin router seems to have fixed the Atom/Kernal restart errors but there’s been no change in the connection to the house staying up, it still drops off completely for a few minutes while the Virgin router reboots.
We also just left it all in case it was just a problem in the area for a couple of days/week but that’s not been the case and each time I have checked online/phone number there are no reports of an outage in our area.
Thank you for any help you can give us on this.
TimePriorityDescription
07/06/2023 11:40:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
07/06/2023 11:39:32 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
07/06/2023 11:35:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
07/06/2023 11:28:26 | Warning! | RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
07/06/2023 10:09:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 14:31:46 | Warning! | RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 14:27:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 13:30:29 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 13:16:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 13:15:12 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 13:10:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
06/06/2023 11:58:50 | Warning! | RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
05/06/2023 10:39:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
05/06/2023 10:32:32 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 22:20:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 22:20:21 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 22:20:21 | critical | Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 22:19:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 21:02:39 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 20:58:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
04/06/2023 15:17:51 | Warning! | RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 09-06-2023 14:19
Hi @ck_vbroadband 👋.
Thanks for reaching out and providing that information it has been a great help. We would like to bring you in for a private message so that we can discuss this further with you. Please look out for the envelope containing my message, it will be located on the top right of your browser, or if you are using a mobile device it will be located under your profile icon.
Thanks.
Sabrina
on 07-06-2023 13:00
Also here is the downstream/upstream details. Thank you.
1 | 235000000 | 3.4 | 38 | 256 qam | 13 |
2 | 139000000 | 4.4 | 40 | 256 qam | 1 |
3 | 147000000 | 4 | 40 | 256 qam | 2 |
4 | 155000000 | 3.9 | 40 | 256 qam | 3 |
5 | 163000000 | 3.9 | 40 | 256 qam | 4 |
6 | 171000000 | 3.7 | 40 | 256 qam | 5 |
7 | 179000000 | 3.7 | 40 | 256 qam | 6 |
8 | 187000000 | 3.5 | 40 | 256 qam | 7 |
9 | 195000000 | 3.5 | 40 | 256 qam | 8 |
10 | 203000000 | 3.5 | 40 | 256 qam | 9 |
11 | 211000000 | 3.2 | 40 | 256 qam | 10 |
12 | 219000000 | 3.4 | 40 | 256 qam | 11 |
13 | 227000000 | 3.5 | 38 | 256 qam | 12 |
14 | 243000000 | 3.2 | 38 | 256 qam | 14 |
15 | 251000000 | 3.2 | 38 | 256 qam | 15 |
16 | 259000000 | 3 | 38 | 256 qam | 16 |
17 | 267000000 | 2.9 | 38 | 256 qam | 17 |
18 | 275000000 | 2.7 | 38 | 256 qam | 18 |
19 | 283000000 | 2.7 | 38 | 256 qam | 19 |
20 | 291000000 | 2.5 | 38 | 256 qam | 20 |
21 | 299000000 | 2.5 | 38 | 256 qam | 21 |
22 | 307000000 | 2.5 | 40 | 256 qam | 22 |
23 | 315000000 | 2.5 | 40 | 256 qam | 23 |
24 | 323000000 | 2.5 | 40 | 256 qam | 24 |
1 | Locked | 38.9 | 5856 | 30 |
2 | Locked | 40.3 | 18454 | 399 |
3 | Locked | 40.9 | 22342 | 551 |
4 | Locked | 40.9 | 16092 | 122 |
5 | Locked | 40.9 | 14975 | 297 |
6 | Locked | 40.3 | 13881 | 182 |
7 | Locked | 40.3 | 12988 | 91 |
8 | Locked | 40.3 | 13103 | 68 |
9 | Locked | 40.3 | 11903 | 49 |
10 | Locked | 40.3 | 10626 | 40 |
11 | Locked | 38.9 | 9557 | 35 |
12 | Locked | 38.6 | 8174 | 36 |
13 | Locked | 38.6 | 6759 | 34 |
14 | Locked | 38.9 | 5004 | 33 |
15 | Locked | 38.9 | 4214 | 28 |
16 | Locked | 38.9 | 3706 | 30 |
17 | Locked | 38.6 | 3245 | 25 |
18 | Locked | 38.6 | 2731 | 26 |
19 | Locked | 38.6 | 2333 | 25 |
20 | Locked | 38.9 | 2073 | 28 |
21 | Locked | 38.6 | 1650 | 25 |
22 | Locked | 40.3 | 1519 | 26 |
23 | Locked | 39.8 | 1281 | 28 |
24 | Locked | 40.3 | 1038 | 25 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 23600000 | 31.5 | 5120 | 16 qam | 11 |
2 | 30100000 | 31 | 5120 | 32 qam | 8 |
3 | 36600000 | 31.3 | 5120 | 64 qam | 7 |
4 | 43100000 | 32 | 5120 | 64 qam | 6 |
5 | 49600000 | 32.8 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
on 09-06-2023 14:19
Hi @ck_vbroadband 👋.
Thanks for reaching out and providing that information it has been a great help. We would like to bring you in for a private message so that we can discuss this further with you. Please look out for the envelope containing my message, it will be located on the top right of your browser, or if you are using a mobile device it will be located under your profile icon.
Thanks.
Sabrina
on 16-06-2023 10:28
Hi Sabrina,
Thank you for your help sorting the issue out.
For anyone looking at this in future with the same issue, we had a very good engineer out quite quickly to look at the issue and after some checks they said it was down to a fault on the router. They replaced and tested the new one to make sure we had broadband and to check our speeds were okay. One day on (16/6) from the replacement, we've not had any further outages, hopefully that has solved the problem.
Thanks all.
on 18-06-2023 14:47
This is great to hear!
Thanks for taking the time to let the community know @ck_vbroadband
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
on 15-11-2023 14:28
Hi Carley_S,
I am getting the same error "No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;", but I have a Virginmedia Hub 4 with 1GB speed, but this is after the Hub has been replaced as well! What to do? I work from home and am a full time career of my disabled Mum, our Heating and hot water is all connected to the internet as well as other equipment an d is a nightmare as everything has to be setup again repeatidly!
on 18-11-2023 09:01
Hi @bkchets 👋,
Welcome back to our Community Forums and thanks for your post.
I am sorry to hear you've been having some issues with your service.
I have taken a look at our systems and can not identify any issues at the time of writing.
How have things been since posting?
on 18-11-2023 13:18
Hi Alyisha, still the same and getting serious. I am allowed to work from home as I am my Mum’s full time career and it’s just the two of us. If I don’t have a stable connection at home I have to go into the office, which means I have no one to look after Mum. The issue is very unpredictable. Am sorry to say the lat time I called I had to put the phone down on the operator who was clearly reading from a script and kept repeating the same things again and again, I work in IT, have done nearly 30 years, she kept saying too many WIFi things are interfering, when I kept explaining when working from home my connection to my Mac Mini is wired!! The error is the same as in the start of this thread, and my Hub 4 has already been replaced! Sheet saying do a pinhole reset, but I did this prior to the hub being replaced and that didn’t work!
on 20-11-2023 13:33
Thanks for coming back to us @bkchets, and I'm sorry to hear of this ongoing issue, and the impact it's having on your working and family life currently.
Running a flow on the equipment and no faults are detected on the connection, with the advising of a resetting of the hub needing to be completed, as per the advice you appear to have been issued over the phone.
Have you possibly set up a broadband quality monitor, to keep tabs on the status of the connection of the services?
Thanks,
David_Bn
on 22-11-2023 15:51
This was Sunday 19th:
And then the 20th: