Intermittant Internet US Limited

[CamVant]

Hi All,

Since a few days ago my connection keeps stuttering during games or video calls and is making working from home a chore.

I checked my router and I am getting an error message in the hub. I have tried hard and soft resets over the past few days but nothing is helping.

Internet(Partial Service (US only))

My logs have this:

Time Priority Description

15/09/2021 22:20:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 22:20:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 22:19:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 22:19:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Post up the rest of the stats - up and downstream

Let's see if we can figure out what's wrong!

[CamVant]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	163000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	163000000	-0.2	38	256 qam	4
2	139000000	0.7	38	256 qam	1
3	147000000	1	38	256 qam	2
4	155000000	0.2	38	256 qam	3
5	171000000	-0.4	38	256 qam	5
6	179000000	-0.7	38	256 qam	6
7	187000000	-1	38	256 qam	7
8	195000000	-1	38	256 qam	8
9	203000000	-1.2	38	256 qam	9
10	211000000	-1.5	38	256 qam	10
11	219000000	-2	38	256 qam	11
12	227000000	-2.2	38	256 qam	12
13	235000000	-1.7	38	256 qam	13
14	243000000	-2	38	256 qam	14
15	251000000	-2.2	38	256 qam	15
16	259000000	-2.7	38	256 qam	16
17	267000000	-2.9	38	256 qam	17
18	275000000	-2.2	40	256 qam	18
19	283000000	-2.4	38	256 qam	19
20	291000000	-2.2	38	256 qam	20
21	299000000	-2.5	38	256 qam	21
22	307000000	-3.5	38	256 qam	22
23	315000000	-3.2	38	256 qam	23
24	323000000	-4.2	38	256 qam	24

[CamVant]

Upstream bonded channels

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

1	60300000	45.3	5120	64 qam	1
2	39400000	43.3	5120	64 qam	4
3	46200000	44.3	5120	64 qam	3
4	53700000	44.3	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	88	4
3	ATDMA	0	0	0	0
4	ATDMA	0	0	36	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	k;fg87dsfd;kfoA,.iyewrkld

Primary Downstream Service Flow

SFID	4186
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	4185
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[lotharmat · Accepted solution]

There are an awful lot of T3 timeouts!

As you've rebooted / reset the hub over the past few days; this amount of T3s is indicative of a noise ingress problem!

You'll likely need VM to book a tech visit to remedy!

They should get to this in a day or so! (or you can do battle with CS on 150 (or 0345 454 1111 from a non-VM phone)

[CamVant]

Thanks very much I hope they reach out soon!

[Jodi_S]

Hi CamVant,

Welcome to our community and thanks for posting. Disappointing to hear that you're experiencing issues with our internet services which is affecting you WFH, gaming and video calls. We know what an inconvenience this can be when things aren't working as they should.

Remotely looking from our end with the details you have provided for your community profile, we have located your account and can see that you are being affected by an SNR issue.

You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working as quickly as possible to get this rectified.

This issue is expected to be resolved by the 21st of September at 9am. We do have to advised this is only an estimated fix time and may change.

Kind regards Jodi. 

[CamVant]

Hi Jodie,

Thanks for your response, I think we are still getting a lot of timeouts although things do seem slightly improved.

Upstream bonded channels

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

1	60300000	45.3	5120	64 qam	1
2	39400000	43.3	5120	64 qam	4
3	46200000	44.3	5120	64 qam	3
4	53700000	44.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	90	4
3	ATDMA	0	0	2	0
4	ATDMA	0	0	37	0

[CamVant]

Hi Jodi,

I am still getting these issues mentioned above and the T3 timeouts issue has not been resolved could you please let me know if this is going to be fixed soon?

I need a stable connection for work and I am considering switching provider if this is not resolved soon....

Thanks
James

[Jodi_S]

Hi CamVant,

Thanks for coming back to me, sorry for the late response. We can see that the SNR issue has now been resolved, however you are still experiencing issues.

Due to this, I have taken another look at your account this morning. I can see that you're currently experiencing short term stability and Wi-Fi issue. Because of this issue I have carried out further diagnostics for you and can see that you are indeed experiencing some downstream power level issues which will need a technician to attend.

I am happy to get this arranged for you, so I will pop you over a private message to take some details and get this booked in.

Please click on the purple envelope to accept that chat.

Kind regards Jodi.