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Patgrimshaw65
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Intermittent broadband issues

I have had trouble with internet connection. Intermittent drops while working from home. I have called virgin but to no avail. Problem seems to continually go away and come back? Dropped calls. Patchy broadband during Skype zoom and teams meetings. Its actually getting rather embarrassing. These are my recent logs. Any ideas?
Network LogTime Priority Description
22/04/2021 21:57:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 20:22:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 18:01:56noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 18:01:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 04:31:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 11:23:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 11:23:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 03:09:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 22:50:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 18:16:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 13:00:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 12:59:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 10:36:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 22:25:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 11:40:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 11:40:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 02:26:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 23:40:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 23:40:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:22critical
  • No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 2 of 9
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Re: Intermittent broadband issues

Nothing obvious from the log.  Go back to where you got the network log, and post the data from the tabs titled Downstream and Upstream, and we can take a look for any obvious problems. 

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Patgrimshaw65
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Re: Intermittent broadband issues

Thank you for getting back to me. See below 🙂   Downstream bonded channels

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

16590000004.538256 qam32
24750000005.340256 qam9
34830000005.340256 qam10
44910000005.138256 qam11
54990000005.440256 qam12
65070000005.140256 qam13
7515000000540256 qam14
85230000005.138256 qam15
9531000000540256 qam16
105390000005.140256 qam17
11547000000538256 qam18
125550000005.140256 qam19
135630000005.340256 qam20
145710000005.138256 qam21
15579000000538256 qam22
16587000000538256 qam23
17595000000538256 qam24
186030000004.638256 qam25
196110000004.538256 qam26
206190000004.538256 qam27
216270000004.638256 qam28
226350000004.838256 qam29
236430000004.938256 qam30
246510000004.938256 qam31



Downstream bonded channels

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

1Locked38.61100
2Locked40.3880
3Locked40.3920
4Locked38.9530
5Locked40.3370
6Locked40.3980
7Locked40.3890
8Locked38.91100
9Locked40.3980
10Locked40.3510
11Locked38.9710
12Locked40.3640
13Locked40.3570
14Locked38.6870
15Locked38.91010
16Locked38.91090
17Locked38.9970
18Locked38.91220
19Locked38.61510
20Locked38.91750
21Locked38.61740
22Locked38.91650
23Locked38.91080
24Locked38.61370

 

Upstream bonded channels

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

16030000047512064 qam9
23940000046.5512064 qam12
34620000047512064 qam11
45370000046.5512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00200
2ATDMA00230
3ATDMA00270
4ATDMA00240
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ihuss
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Re: Intermittent broadband issues

I too have been having this issues for many days now, almost daily interruptions of 15-30 mins of no broadband. Can't even reach out to tech support as they are always busy or by the time I get through the broadband is back online. Others on my street are having the same isssue!

Please can VM sort once and for all.

 

ihuss_0-1619163303812.png

ihuss_1-1619163316319.png

Time Priority Description
23/04/2021 07:25:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:25:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:24:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:24:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:23:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:23:46 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:22:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:22:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:22:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:22:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:21:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:21:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:21:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:21:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:20:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:20:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:19:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:19:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:15:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:15:22 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Andrew-G
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Re: Intermittent broadband issues

@ihuss Excuse me saying it, but you're best off starting your own thread, as it's unbelievably difficult to respond to multiple people in the same thread, as the forum doesn't have sub-threads.  Also, by adding onto somebody else's thread your post isn't getting the visibility because it seems the original issue is being responded to.

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Andrew-G
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Re: Intermittent broadband issues

@Patgrimshaw65 Power levels and SNR look good when you posted, but the upstream error count shows over 90 T3 timeouts which is very poor, whereas the downstream error counts are good, suggesting that the hub has been restarted in previous days.  I would hazard a guess at upstream noise that's intermittently causing disconnections and timeouts, but this is something for the forum staff to advise on, and I'll mark your post for their attention.

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ihuss
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Re: Intermittent broadband issues

Sorry, I shall do that.
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Patgrimshaw65
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Re: Intermittent broadband issues

In all honesty I have wondered. A. They have built hundreds of home in our area the last few years. B. The socket used by the installers was an ancient ntl (I think?!) - it was from when they were trialling fibre over a decade ago! The connector is slightly skewed into the socket and I periodically have to push back in!

Thank you for your input. Hopefully virgin themselves can take a look... Would be great to get a solid stable connection! Much appreciated 😁

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Patgrimshaw65
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Message 9 of 9
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Re: Intermittent broadband issues

Incidentally, you are correct. I restarted hub on advice from virgin. They said the router software won't update if you don't restart every two weeks!! But he also said he had sent the latest software to it for update... Which hasn't eliminated the problem clearly.

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