Virgin Media Community

[Mr_Birdman]

Similar to a lot of other posts I have seen, I am recently having fairly frequent drop outs and the error at the time they happen is "No Ranging Response received - T3 time-out;"

I have tried all the usual troubleshooting, restarted the hub, checked connections, tested both wired and wireless (drops out on both, so it's not just a WiFi issue) and even factory reset the hub. I last reset the hub Friday and things have been fine for a few days, but this morning the issue has returned. Obviously with the current situation this is a fairly big issue as I am unable to work with any confidence as the drop outs happen every 2-3 hours. I tried calling support, but was on hold for over 40 minutes, time I don't have to take on a work day. Replies on the community forums from VM in the past have always been good for me, hence turning here. Network log below. Any help is greatly appreciated. 

Network Log

Time Priority Description

10/02/2021 10:19:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:52:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:52	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;
10/02/2021 09:51:39	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:39	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:39	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:23	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:51:23	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:49:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Post up the rest of the data as per this protocol...
____________________________________

Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[Mr_Birdman]

Sorry, totally forgot that was needed in the past. Upstream and downstream below: 

Downstream bonded channels

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

1	402750000	16	40	256 qam	30
2	202750000	15.5	40	256 qam	9
3	210750000	15	40	256 qam	10
4	218750000	15.1	40	256 qam	11
5	226750000	15.1	40	256 qam	12
6	234750000	15.1	40	256 qam	13
7	242750000	15	40	256 qam	14
8	250750000	14.9	40	256 qam	15
9	258750000	15.5	40	256 qam	16
10	266750000	15.5	40	256 qam	17
11	274750000	15.1	40	256 qam	18
12	282750000	14.9	40	256 qam	19
13	290750000	15	40	256 qam	20
14	298750000	15.6	40	256 qam	21
15	306750000	15.5	40	256 qam	22
16	314750000	15.1	40	256 qam	23
17	322750000	15.4	40	256 qam	24
18	330750000	15.6	40	256 qam	25
19	370750000	16	40	256 qam	26
20	378750000	16.5	40	256 qam	27
21	386750000	16	40	256 qam	28
22	394750000	16	40	256 qam	29
23	410750000	16.5	40	256 qam	31
24	418750000	16.6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	68144	35276
2	Locked	40.9	73340	78833
3	Locked	40.3	73853	77696
4	Locked	40.3	74395	74820
5	Locked	40.9	75314	70708
6	Locked	40.9	75276	67431
7	Locked	40.9	75803	66046
8	Locked	40.3	75932	65034
9	Locked	40.9	76669	60534
10	Locked	40.3	75751	58952
11	Locked	40.3	75063	57424
12	Locked	40.3	76253	55204
13	Locked	40.3	75039	53751
14	Locked	40.3	75238	49794
15	Locked	40.9	74115	48463
16	Locked	40.9	73255	49090
17	Locked	40.9	72836	46280
18	Locked	40.3	71716	44622
19	Locked	40.9	67877	36362
20	Locked	40.9	67268	35501
21	Locked	40.3	66696	35764
22	Locked	40.9	65243	34649
23	Locked	40.9	63081	31775
24	Locked	40.9	61858	30889

Upstream bonded channels

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

1	46200007	37.3	5120	64 qam	1
2	25800031	34.3	5120	64 qam	4
3	32600007	42.8	5120	64 qam	3
4	39399988	38.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Mr_Birdman]

I'm now seeing on the hub settings page (Partial service (US only)). 

I should note, the I reset it yesterday morning and it's been fine for about 20 hours, but it's now doing the exact same thing again. 

[Mr_Birdman]

Also to add, occasionally when the hub 3 comes back up, I am seeing a different UI with no Virgin Media branding. It looks like it might be the default one. 

[jbrennand]

Your connection is dreadful because all of the down power levels are way aboove the recommended maximum of +10dBmV.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.

[Mr_Birdman]

Thanks, spoke to support this morning and they confirmed the same immediately. They've sent out a new hub which should hopefully fix the issue. 

I will update to confirm if it does or not.

[Mr_Birdman]

Just called back as the new hub hasn't turned up only to be told it wasn't ordered on Monday like the agent said. 

At this point I'm on the line with cancellations and may in fact go ahead with it as I've had more issues with Virgin Media over the last 18 months than any other ISP in the last 9 years. If anybody from Virgin Media is reading this and is able to assist in any way it would be massively appreciated. I have resorted to having to start working in our offices again, which isn't something I want to be doing long term. 

[Mr_Birdman]

Spoke to cancellations who doubled my speed for free, however I was then put back into the usual queue for tech support and had to try and explain the issue with the hub again. I've lost patience with the non-UK call centres for today, so I will call back up first thing tomorrow to see if I can speak to someone to get an engineer or new hub sent out. 

I should add, every previous engineer visit I have had has been arranged through the forums rather than official support channels, which is the reason for continuing to update this post. 

[Mr_Birdman]

So far today I have spent 45 minutes on the phone out of my work time trying to get through to someone just to get an engineer out to look at this issue. Recent network logs below for context. 

Time Priority Description

19/02/2021 09:43:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:43:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:39:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:39:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:36:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:33:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:33:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 09:31:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;