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krentz
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Intermittent disconnections

Hi all,

I hope someone will be able to help me with this. I firstly have to say that I am, overall, impressed with the connection, and despite the issues, it's probably the best overall that I've had while living at this address (particularly given that our local BT cabinet has been indefinitely passed over for FTTC).

However the one thing that's preventing me from giving it a perfect rating is the intermittent connectivity issues I appear to be having. I was reluctant to report it given that it is intermittent and difficult to replicate, however on the days that it occurs it can be quite frustrating especially if I'm trying to e.g. play an online game.

My current setup is a Hub 3 in Modem-only mode using an Asus RT-AX82U as a router. What often happens is that I get a "No Unicast maintenance opportunities received: T4 Timeout" error message in the logs (or sometimes a B-INIT-RNG failure) and at this time the connection drops out, the light on the Hub goes to green and it goes into ranging, before reconnecting. This can happen once a day or, often enough, multiple times in the same day.

However it will then be completely fine and more or less rock solid for days or even weeks afterwards, before causing problems again. The day of the week seems random. more often than not it's a Sunday, but it's happened today (Thursday) too for example.

I'll have to continue this message as apparently there's a 20k character limit, but I will give my stats in the next post.

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krentz
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Re: Intermittent disconnections

Here's yesterday's BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8dbe065c01efa454ad488770b48c3c8a0e...

And here's today's:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5bbcd4093604223e1fed91c4414587789...

I'm currently on the M500 service, here's my stats.

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46200012
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

13310000001240256 qam25
225100000013.540256 qam15
325900000013.540256 qam16
426700000013.440256 qam17
527500000013.140256 qam18
62830000001340256 qam19
729100000012.840256 qam20
829900000012.540256 qam21
93070000001340256 qam22
1031500000013.140256 qam23
1132300000012.440256 qam24
1233900000012.940256 qam26
133470000001340256 qam27
1435500000012.440256 qam28
153630000001240256 qam29
1637100000011.940256 qam30
1737900000011.540256 qam31
1838700000011.840256 qam32
1949100000010.340256 qam33
204990000009.640256 qam34
215070000009.540256 qam35
225150000009.940256 qam36
235230000009.640256 qam37
245310000009.140256 qam38



Downstream bonded channels

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

1Locked40.300
2Locked40.950
3Locked40.950
4Locked40.940
5Locked40.960
6Locked40.950
7Locked40.9120
8Locked40.300
9Locked40.340
10Locked40.360
11Locked40.900
12Locked40.960
13Locked40.940
14Locked40.350
15Locked40.940
16Locked40.940
17Locked40.960
18Locked40.300
19Locked40.300
20Locked40.300
21Locked40.970
22Locked40.9110
23Locked40.950
24Locked40.300

 

Upstream bonded channels

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

14620001235.8512064 qam1
22579997134.3512064 qam4
33259995935.8512064 qam3
43939999835.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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krentz
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Re: Intermittent disconnections

And my network log:

Network Log

Time Priority Description

28/10/2021 22:12:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 22:11:42Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 22:09:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 22:09:41Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 22:08:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 22:06:48criticalReceived 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;
28/10/2021 21:52:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 21:51:5criticalReceived 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;
28/10/2021 21:49:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 21:49:5criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 21:49:5criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 21:33:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 21:32:4criticalReceived 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;
28/10/2021 19:49:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:48:2criticalReceived 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;
28/10/2021 12:43:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 17:59:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 17:59:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 04:59:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 23:10:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I haven't contacted support about this on the phone, as I thought it would be easier to give more detailed information on the forums (despite that word every technician hates to hear: 'intermittent').

But if anyone could either provide any assistance or point me in the right direction I would be very grateful, as I have to admit, it's becoming increasingly annoying over time.

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Adduxi
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Re: Intermittent disconnections

Downstream power levels are too high and Upstream a tad too low.  VM will need to send a technician to sort it out. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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krentz
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Re: Intermittent disconnections

I see, thanks for your prompt response! That's actually a relief as at least there's something concrete to go on (I know more about DSL than DOCSIS so don't always know how to interpret the numbers)

That being the case, I'll await response from the forum team to investigate on their end. Cheers 🙂

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krentz
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Message 6 of 14
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Re: Intermittent disconnections

Just posting so this isn't forgotten about, and also because problems are ongoing again this morning:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/556abb27f4c2e4434ead18cc9a4f4f1d00...

Is there anyone from the VM Forum Team who can either investigate or contact me with regard to arranging an engineer visit as advised?

Or am I better off calling up customer services? My only concern is that in the latter case, the graphs and modem logs wouldn't be as readily accessible.

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jbrennand
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Message 7 of 14
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Re: Intermittent disconnections

I flag for them to come here

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Zoie_P
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Message 8 of 14
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Re: Intermittent disconnections

Hi Krentz.

Thank you for your post 🙂
I am so sorry to hear you are having intermittent service issues.

I have managed to locate your account and can see you are currently affected by an SNR outage, these outages will affect your broadband and tv, cause the service to be slower, and may cause drops. The estimated  fix is 08 NOV 2021 11:55

Zoie

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krentz
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Message 9 of 14
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Re: Intermittent disconnections

Hi Zoie, thanks for checking this, I appreciate your help.

Have these SNR outages also occurred in the past? As this is not strictly a new issue - I don't have records of BQM's going back for several months unfortunately but here is one from the 7th September for example:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f9fe59ae6549c70923125c9058e4a81ea9...

It's an insidious one because we can go for consecutive days with normal connectivity and then issues suddenly reoccur again. It seemed quite severe in early September but by the middle of the month, it stabilised. With the exception of 03/10 the connection was basically fine for the entire month, however problems started reoccurring again around 28/10 and again today.

I understand there are a lot of variables at play, but this can be quite disruptive when it occurs (especially during a working day).

Do I simply have to wait until 08/11 and monitor the situation? And are Adduxi's observations regarding my power levels accurate? If so, then would this also not be something a technician would need to address directly, independently of the SNR issue?

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jbrennand
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Message 10 of 14
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Re: Intermittent disconnections

If your down powers are still what they were in the earlier post then it will need a Tech visit to bring them down. Are they?

Unfortunately you may be well caught in the classic VM Catch22... all Tech visits are auto-cancelled whilst there is a known fault in the location !

Monitor yours at the “check service,” Area status webpage" (link at top right of this forum)

But also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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