Virgin Media Community

[AnsteySteve1]

I have been getting intermittent broadband issues for the last couple of weeks. Hardwired laptop loses Internet connectivity for 5 minutes then reconnects. 

The network status and logs on the router show ranging issues and RCS partial service warnings. Upstream power levels seem good and constant, but when the issue occurs the downstream power levels drop from +5 to -7.

Is this normal?

Thanks

Steve

[AnsteySteve1]

Network logs sample :

07/02/2021 13:18:3 Warning! RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:17:57 notice LAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:17:38 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:17:38 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:17:38 critical Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 13:16:54 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:05:24 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:05:0 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:05:0 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxCM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:04:59 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:04:59 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:04:38 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxCMTS-MAC=xxxxxxxxd;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:04:21 Warning! RCS Partial Service;CM-MAC=xxxxxxxx3;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:04:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxCM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:00:58 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:00:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:17:50 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:02:12 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:02:12 Warning! RCS Partial Service;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:01:36 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=00:01:5c:8

Downstream Power levels when there is an issue.

Broadband monitor

[jbrennand]

EDIT - you posted while I was typing 🙂 

Can you try this check first.

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes.

Then post up all the Hub stats - 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

[jbrennand]

I can see your images.

See if you can spot and fix a loose connection or whether there is visible wire damage. If not you will deffo need a Tech visit to investigate and will have to call it in as a fault to arrange.

[AnsteySteve1]

Hi John. 

I'll do my best. If you can give any advice I would be very grateful as it really messes up home working for my partner and me.

Thanks

Steve

Partial logs whilst service down. When it happens again I'll get a full set

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

1 269000000 -6.7 38 256 qam 16

2 139000000 -9.7 256 qam 1

3 147000000 -7.7 37 256 qam 2

4 155000000 -7.5 38 256 qam 3

5 163000000 -7.9 38 256 qam 4

6 171000000 -7.2 38 256 qam &

7 173000000 -6.7 38 256 gam 6

8 187000000 -6.9 38 256 qam 7

9 195000000 -7 38 256 qam 8

10 203000000 -7 38 256 qam 9

11 211000000 -7 38 256 qam 10

12 219000000 -7 38 256 qam n

13 227000000 -6.5 38 256 qam 12

14 235000000 -6.7 38 266 qam 3

18 243000000 -6 38 256 qam 14

16 251000000 -6.7 38 256 qam 6

17 267000000 -6 38 256 qgam 7

18 276000000 -6.2 38 256 qam 18

19 283000000 -6.5 38 266 qam 19

Then full logs while service good:

Downstream bonded channels

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

1              259000000           1.7          40           256 qam              16

2              251000000           1.7          40           256 qam              15

3              267000000           1.7          40           256 qam              17

4              275000000           1.7          40           256 qam              18

5              283000000           1.7          40           256 qam              19

6              291000000           1.7          40           256 qam              20

7              299000000           1.7          40           256 qam              21

8              307000000           1.2          40           256 qam              22

9              315000000           -1            37           256 qam              23

10           323000000           -1            38           256 qam              24

11           331000000           0.2          40           256 qam              25

12           371000000           1              40           256 qam              26

13           379000000           0.5          40           256 qam              27

14           387000000           0.7          40           256 qam              28

15           395000000           1.2          40           256 qam              29

16           403000000           1.4          40           256 qam              30

17           411000000           1.7          40           256 qam              31

18           419000000           1.5          40           256 qam              32

19           427000000           1.5          40           256 qam              33

20           435000000           1.2          40           256 qam              34

21           443000000           0.5          40           256 qam              35

22           451000000           0.2          40           256 qam              36

23           459000000           0              40           256 qam              37

24           467000000           0              40           256 qam              38

Downstream bonded channels

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

1              Locked  40.3        181608  14846

2              Locked  38.9        3226538                1903437

3              Locked  38.9        731710  80572

4              Locked  40.3        187321  24739

5              Locked  40.3        219942  31496

6              Locked  40.3        191763  24103

7              Locked  40.3        185474  21777

8              Locked  40.3        200715  21922

9              Locked  40.9        235211  23901

10           Locked  40.3        215833  23335

11           Locked  40.3        208359  21298

12           Locked  40.3        213038  21953

13           Locked  40.3        222712  24132

14           Locked  40.3        200796  19551

15           Locked  40.3        175704  15372

16           Locked  38.9        185578  18225

17           Locked  40.3        163581  12979

18           Locked  40.3        145956  9557

19           Locked  40.3        145995  10147

20           Locked  38.9        170178  12351

21           Locked  40.3        179282  11792

22           Locked  40.3        173383  11307

23           Locked  37.6        273930  23519

24           Locked  38.6        253684  23751

Upstream bonded channels

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

1              39400000             47.8        5120       64 qam 2

2              25800000             45.8        5120       64 qam 4

3              46200000             47.3        5120       64 qam 1

Upstream bonded channels

Channel               Channel Type     T1 Timeouts       T2 Timeouts       T3 Timeouts       T4 Timeouts

1              ATDMA 0              0              19           0

2              ATDMA 0              0              323         0

3              ATDMA 0              0              314         0

Network Log

Time      Priority Description

07/02/2021 13:18:3         Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 13:17:57       notice   LAN login Success;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 13:17:38       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 13:17:38       critical   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 13:17:38       critical   Ranging Request Retries exhausted;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 13:16:54       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:05:24       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:05:0         critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:05:0         Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:04:59       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:04:59       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:04:38       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:04:21       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:04:21       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:00:58       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 10:00:58       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 07:17:50       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 07:02:12       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 07:02:12       Warning!             RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

07/02/2021 07:01:36       critical   No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

Broadband monitor Link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/df13f094eedd025e22351bc46a3...

[AnsteySteve1]

PS. Did a check of all wiring and it seems OK. 

[jbrennand]

I will flag for VM to come here and look at it

NB the last BQM link does not work - it sends me to my own BQM !

[AnsteySteve1]

Monitor 

Try this link

[jbrennand]

Yep that's fine - it shows the dropping connections clearly.

[Paul_DN]

Hi AnsteySteve1,

Thanks you for reaching out to us in our community and welcome, I am sorry to see you are getting a intermittent internet connection.

I have located your account and ran some further c checks, some of your levels are slightly out of sync, when running further checks it has shown a technician is required.

I have booked this for the next available appointment, you can check this via your online account under my appointments and change this if not conveniennt, please let us know how you get on.

Regards

Paul.