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Network log critical warnings

HI Guys,

I've been having issues with my connection for a few months now. I get random disconnections that can last from a few minutes to a few hours. Just wanting to see if anyone knows whats going on 🙂

Any help is appreciated!

Network logs below;

Time Priority Description

26/02/2020 19:45:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:34:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:28:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:24:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:23:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:23:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:23:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:23:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:23:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:17:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 19:17:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;




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Re: Network log critical warnings

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 475000000 16 40 256 qam 29
2 187000000 17.6 40 256 qam 7
3 195000000 17.5 40 256 qam 8
4 203000000 17.4 40 256 qam 9
5 211000000 17.5 40 256 qam 10
6 219000000 17.5 40 256 qam 11
7 227000000 17.1 40 256 qam 12
8 235000000 17 40 256 qam 13
9 243000000 17.5 40 256 qam 14
10 251000000 17.5 40 256 qam 15
11 259000000 17 40 256 qam 16
12 267000000 16.9 40 256 qam 17
13 275000000 17.3 40 256 qam 18
14 283000000 17.5 40 256 qam 19
15 291000000 16.8 40 256 qam 20
16 299000000 16.5 40 256 qam 21
17 307000000 16.8 40 256 qam 22
18 315000000 17.3 40 256 qam 23
19 323000000 16.6 40 256 qam 24
20 443000000 16 40 256 qam 25
21 451000000 16 40 256 qam 26
22 459000000 16.1 40 256 qam 27
23 467000000 16.3 40 256 qam 28
24 483000000 16 40 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 61338 25287
2 Locked 40.3 534407 285791
3 Locked 40.9 482008 264260
4 Locked 40.9 435637 249256
5 Locked 40.3 397789 236583
6 Locked 40.9 357801 224855
7 Locked 40.3 331190 211435
8 Locked 40.9 302858 199193
9 Locked 40.3 282988 187608
10 Locked 40.9 268557 178605
11 Locked 40.9 255914 165789
12 Locked 40.3 244648 157559
13 Locked 40.3 232197 149518
14 Locked 40.9 220604 144957
15 Locked 40.9 214607 133509
16 Locked 40.3 204582 126113
17 Locked 40.9 193699 118567
18 Locked 40.9 185815 111540
19 Locked 40.3 181690 102901
20 Locked 40.3 79683 36200
21 Locked 40.3 76222 31049
22 Locked 40.3 72611 31897
23 Locked 40.3 65195 28202
24 Locked 40.3 63616 24273

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 4.925 5120 64 qam 13
2 39400000 4.85 5120 64 qam 12
3 46199971 4.9 5120 64 qam 11
4 53699959 3.825 5120 64 qam 10


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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Helpful Answer

Re: Network log critical warnings

Downstream power levels are far too high on all 24 channels.  Upstream power levels are just about OK, but three of the four channels are right at the top end of the acceptable range.  And your hub has appalling error counts, though I can't tell when those started from (ie the last reboot of the hub).

This will require a technician visit to fix, you can either phone it in and deal with the awful offshore call centre, or wait round here for the forum staff to pick this up and advise on next steps.  I'd recommend the latter, because the offshore script-readers will get you to restart the hub, that'll usually (temporarily) clear the fault, and then they'll say the faults resolved and close the call.  Ten minutes later it'll recur because of the power levels, and possibly upstream noise issues that are implied by the high upstream power levels.

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Message 4 of 14
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Re: Network log critical warnings

Thanks for the reply 🙂 think i'll take your advise and wait on the forum staff lol.

Would it be helpful in diagnosing anything further to reboot the router to reset the error count?

Thanks again 🙂
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Message 5 of 14
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Re: Network log critical warnings

Wouldn't do any harm (and it might briefly restore a useable connection), but until the power levels get fixed your service will be poor.  There's a small possibility that the power levels are down to a fault with VM's network equipment, if that's the case you won't need a tech to visit, but there should be a fault reference and a fix date.  As before, something for the forum staff to advise on.

 

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Re: Network log critical warnings

Welcome to our Forum samomhtam and sorry to hear that you're experiencing broadband issues.

 

@Andruser's beady eye has already spotted what may be the issue and I've had a look at your details and indeed there are downstream power issues across the channels. They're too high and will need a tech to go out and fix it. 

 

Let me send you a Private Message so I can grab some details from you so we can arrange this.

 

Thanks,

 

Lisa

 

 

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Message 7 of 14
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Re: Network log critical warnings

Just as an update i had my engineer visit today.

Very nice guy called Michael. He confirmed the issue with power levels.

Been checking through network logs periodically since.

Power levels have definitely went down but i'm still getting rs errors

 

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

14750000001.740256 qam29
21870000003.740256 qam7
31950000003.540256 qam8
42030000003.240256 qam9
52110000003.238256 qam10
62190000003.240256 qam11
7227000000340256 qam12
8235000000340256 qam13
92430000002.940256 qam14
102510000002.940256 qam15
112590000002.940256 qam16
122670000002.740256 qam17
132750000002.540256 qam18
142830000002.540256 qam19
152910000002.540256 qam20
162990000002.540256 qam21
173070000002.240256 qam22
183150000002.240256 qam23
19323000000240256 qam24
204430000001.740256 qam25
214510000001.740256 qam26
224590000001.540256 qam27
234670000001.740256 qam28
244830000001.740256 qam30



Downstream bonded channels

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

1Locked40.3851997
2Locked40.3428156872
3Locked40.3382686069
4Locked40.3349385193
5Locked40.3319474825
6Locked40.9284084443
7Locked40.3254714056
8Locked40.3229983503
9Locked40.3203703501
10Locked40.9183583023
11Locked40.3163513278
12Locked40.3146372599
13Locked40.3128262426
14Locked40.9116092381
15Locked40.3104932108
16Locked40.995062387
17Locked40.980542051
18Locked40.371761813
19Locked40.965461820
20Locked40.31161858
21Locked40.31063870
22Locked40.91037961
23Locked40.9893659
24Locked40.9912666
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Re: Network log critical warnings

Thanks for getting back to us and sorry to hear the issues are still happening even after a technician visit samomhtam

 

Having checked the back end the power levels all do look within range but there definitely is something a miss, I'm going to send you a private message.

 

Thanks

 

Rob

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Re: Network log critical warnings

Hi Samomhtam,

 

Just a quick one to update the thread; a technician has been booked in for you due to the network issues you're having and all details sent to you via PM 🙂

 

Let us know how the visit goes 🙂

 

Kind regards,

John_GS
Forum Team

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Message 10 of 14
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Re: Network log critical warnings

I am having a similar problem do you know how I can get a virgin media technician to come and have a look at it

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