on 14-11-2021 07:45
Hi, after a long period of stability. My service randomly drops out could be during the day or the night.
The speed is normally OK
My downstream energy levels seem to be a bit low and I am getting many T3s.
I am using the Hub 3 as a modem and connected to a Netgear XR700 router. This was on the advice of a previous engineer and he was right., this set-up gave me the longest period of stability in this home.
Should I be calling an engineer or would it be wasting their time? Please look at the logs
Network Log | ||
Time | Priority | Description |
14/11/2021 02:28 | notice | LAN login Success; |
13/11/2021 08:45 | Warning! | RCS Partial Service |
13/11/2021 04:13 | critical | No Ranging Response received - T3 time-out;C |
12/11/2021 16:56 | Warning! | RCS Partial Service; |
12/11/2021 14:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option; |
12/11/2021 02:55 | Warning! | RCS Partial Service; |
11/11/2021 23:26 | critical | No Ranging Response received - T3 time-out; |
10/11/2021 13:13 | Warning! | RCS Partial Service; |
10/11/2021 00:18 | critical | No Ranging Response received - T3 time-out;C |
09/11/2021 16:14 | Warning! | RCS Partial Service;C |
09/11/2021 13:47 | critical | No Ranging Response received - T3 time-out |
09/11/2021 13:34 | Warning! | RCS Partial Service; |
09/11/2021 02:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option; |
05/11/2021 14:52 | Warning! | RCS Partial Service; |
05/11/2021 14:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option; |
04/11/2021 08:19 | Warning! | RCS Partial Service; |
03/11/2021 23:27 | critical | No Ranging Response received - T3 time-out |
02/11/2021 14:18 | Warning! | RCS Partial Service; |
02/11/2021 13:57 | critical | No Ranging Response received - T3 time-out;C |
02/11/2021 12:37 | Warning! | RCS Partial Service |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 7 | 0 |
2 | ATDMA | 0 | 0 | 29 | 0 |
3 | ATDMA | 0 | 0 | 27 | 0 |
4 | ATDMA | 0 | 0 | 24 | 0 |
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 203000000 | 0.5 | 37 | 256 qam | 9 |
2 | 139000000 | 0.5 | 36 | 256 qam | 1 |
3 | 147000000 | 0.2 | 36 | 256 qam | 2 |
4 | 155000000 | 0.7 | 36 | 256 qam | 3 |
5 | 163000000 | 1.5 | 37 | 256 qam | 4 |
6 | 171000000 | 2 | 37 | 256 qam | 5 |
7 | 179000000 | 1.4 | 37 | 256 qam | 6 |
8 | 187000000 | 1 | 37 | 256 qam | 7 |
9 | 195000000 | 0.5 | 37 | 256 qam | 8 |
10 | 211000000 | 1.2 | 37 | 256 qam | 10 |
11 | 219000000 | 1.5 | 37 | 256 qam | 11 |
12 | 227000000 | 2 | 38 | 256 qam | 12 |
13 | 235000000 | 2 | 38 | 256 qam | 13 |
14 | 243000000 | 1.5 | 38 | 256 qam | 14 |
15 | 251000000 | 0.7 | 37 | 256 qam | 15 |
16 | 259000000 | -0.2 | 37 | 256 qam | 16 |
17 | 267000000 | -1 | 37 | 256 qam | 17 |
18 | 275000000 | -1.5 | 37 | 256 qam | 18 |
19 | 283000000 | -0.7 | 37 | 256 qam | 19 |
20 | 291000000 | 0 | 37 | 256 qam | 20 |
21 | 299000000 | 0.7 | 37 | 256 qam | 21 |
22 | 307000000 | 1 | 38 | 256 qam | 22 |
23 | 315000000 | 1.5 | 38 | 256 qam | 23 |
24 | 323000000 | 2.2 | 38 | 256 qam | 24 |
thanks
Answered! Go to Answer
on 25-04-2022 12:51
Thanks for confirming your details via private message @tb46uk.
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.
Regards,
Steven_L
on 14-11-2021 13:59
on 16-11-2021 14:30
Hi tb46uk,
Thanks for your post and a big welcome to the Community. It's great having you on board with us.
I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 06-02-2022 12:42
Hi tb46uk,
Thanks for coming back to me via private message with your details.
It's also great to hear that an engineer has visited and replaced your Hub although I'm sorry to hear this hasn't improved things.
I have been able to locate you on the systems using the details you provided and it looks as though there may be a fault developing in your area. I can see this has already been raised to the Networks Team and they are investigating things further.
Your hub itself is looking fine in terms of power and signal level stats. Hopefully once raised we will have more of an idea in a fix time for you but for now, we will need to wait for the teams to do what they do best.
I will check the systems again in a few days to see where we are with this.
Thanks,
on 08-02-2022 11:40
Thanks for that. Look at the additional issue now. the sudden change of the Hub 4 clock to 01/01/1970. It keeps happening and every time it disrupts the connection as well as the home network.
What is this?
Thu 01/01/1970 00:01:28 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 01:01:48 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:22 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 01:48:24 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 01:48:35 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 01:48:44 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 01:57:18 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 02:11:26 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 06/02/2022 07:59:35 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 08/02/2022 02:04:28 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 10-02-2022 12:56
Hi tb46uk,
Thanks for coming back to me on this and apologies to hear this is ongoing.
Checking the systems, the networks teams have done some work and closed any outage so there is nothing affecting you this end.
When running through checks, it is advising to book an engineer but I appreciate you've already had one recently. I'd like to book a principle engineer to come and check things a little more thoroughly. They will be able to check the internal, external cables as well as the cabinet. They will also do another check on the Hub itself.
If you're happy for me to book this in, pop back and let me know so I can get the appointment sorted.
Thanks,
on 12-04-2022 11:07
Hi Kath,
So the most recent crop of entries from the Hub logs is
Thu 01/01/1970 00:01:27 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 09:39:25 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:22 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 10:45:33 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 10:45:44 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 10:46:06 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:23 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 10:58:45 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 13:10:35 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:22 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 20:49:04 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/04/2022 21:31:12 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
I am worried about the time-outs which affect the connectivity and then the random 1970 clock sets that disrupt the home network. If you are still unsure what is causing this, then I would be interested in the engineer to attend to further investigate. If so please book the first available slot for the visit.
Let me know if you need anything further from me.
Thanks
Theo
on 14-04-2022 11:21
Thanks for coming back to us @tb46uk.
I can arrange an appointment for this as I have seen some issues that need to be looked into this further but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
on 25-04-2022 12:51
Thanks for confirming your details via private message @tb46uk.
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.
Regards,
Steven_L