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No internet after intermittent service

We have had really intermittent connection over the last few days and today it has gone completely. I have checked the local area and there are no reported issues, I've factory reset the box multiple times and no joy.

I can see in the network log a whole bunch of RCS partial service, No Ranging Response, and SYNC Timing Synchronization Failure.

What steps can I take or is this something virgin needs to fix?

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Alessandro Volta
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Re: No internet after intermittent service

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: No internet after intermittent service

Hi Mike, please see below:

Downstream:

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

1139000000-2.737256 qam1
2147000000-3.238256 qam2
3155000000-3.738256 qam3
4171000000-438256 qam5
5179000000-3.938256 qam6
6187000000-3.438256 qam7
7195000000-3.238256 qam8
8203000000-3.438256 qam9
9211000000-3.538256 qam10
10219000000-3.739256 qam11
11227000000-3.739256 qam12
12235000000-3.439256 qam13
13243000000-340256 qam14
14251000000-2.740256 qam15
15259000000-2.540256 qam16
16267000000-2.540256 qam17
17275000000-2.940256 qam18
18283000000-3.537256 qam19
19291000000-3.937256 qam20
20299000000-4.237256 qam21
21307000000-438256 qam22
22315000000-4.238256 qam23
23323000000-438256 qam24



Downstream bonded channels

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

1Locked37.631633104286459
2Locked38.630814382700826
3Locked38.915672012372617
4Locked38.926702125761947
5Locked38.926530113102330
6Locked38.926604703950349
7Locked38.928071686566137
8Locked38.928502674883710
9Locked38.928456912599417
10Locked39.328082952696355
11Locked39.327868373167730
12Locked39.827915652865528
13Locked40.328223942592292
14Locked40.328663062465225
15Locked40.329232632325948
16Locked40.329155432283556
17Locked40.328855492483215
18Locked37.628956392329814
19Locked37.930007372127861
20Locked37.930376882096901
21Locked38.931191341971775
22Locked38.231410011929226
23Locked38.93160397

1865897

 

Upstream:

Upstream bonded channels

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

13940000051512064 qam6
23260021851512064 qam7
32580000051512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00170
2ATDMA00170
3ATDMA0060

 

Config:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm



Primary Downstream Service Flow

SFID40874
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID40873
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

I removed the MAC addresses, let me know and I can DM them to a verified Virgin helper if they are needed.

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Re: No internet after intermittent service

Network Log

Time

Priority

Description

09/11/2020 21:10:23

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:21

critical

No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:14

Warning!

RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:12

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:12

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:11

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:10

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:9

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:8

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:8

critical

Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:7

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:7

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:6

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=e;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:5

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:5

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:3

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:2

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:2

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:1

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 21:10:0

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;

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Re: No internet after intermittent service

Hi Ajmwaring,

 

Welcome to our forums and thank you for reaching out with your concerns. I'm sorry that you've been having trouble with your connection.

 

I've had a look at the backend of your services and haven't been able to identify any issues on the local network or with the service entering your property. Everything is reporting within spec and there doesn't seem to be anything which would have the service impact you've described.

 

It looks like you previously had an engineer visit booked in for this but since cancelled. Are you still having trouble with your broadband services or does everything now seem resolved?

 

Thanks,

Rachael

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