No ranging response received- T3 Timeout

[randybaton]

Ethernet and wifi have been dropping constantly all morning. I've reset my superhub, powered it down for 10 mins etc. No change.

My usenet downloads usually show a steady 10 b's, if i run one now they are struggling to get above 5b's but are jumping up and down all over the place. 

Service status show no issues in my area but i can't run the online diagnostic tool. it gets to the screen where it states in might take 30 seconds to run but then goes to a screen showing stating it can't run.

Downstream bonded channels

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

1	138750000	3	40	256 qam	1
2	146750000	3.2	38	256 qam	2
3	154750000	3.7	40	256 qam	3
4	162750000	4	40	256 qam	4
5	170750000	4.6	40	256 qam	5
6	178750000	4.6	40	256 qam	6
7	186750000	4.6	40	256 qam	7
8	194750000	4.1	40	256 qam	8
9	202750000	4	40	256 qam	9
10	210750000	4	40	256 qam	10
11	218750000	4.1	40	256 qam	11
12	226750000	3.5	40	256 qam	12
13	234750000	3	40	256 qam	13
14	242750000	3.7	40	256 qam	14
15	250750000	4.9	40	256 qam	15
16	258750000	4.6	40	256 qam	16
17	266750000	5.1	40	256 qam	17
18	274750000	4.6	40	256 qam	18
19	282750000	5.6	40	256 qam	19
20	290750000	6.4	40	256 qam	20
21	298750000	7.9	40	256 qam	21
22	306750000	7.8	40	256 qam	22
23	314750000	7.5	40	256 qam	23
24	322750000	7.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	38.6	12	0
3	Locked	40.3	6	0
4	Locked	40.3	1	0
5	Locked	40.9	16	0
6	Locked	40.3	5	0
7	Locked	40.3	5	0
8	Locked	40.9	7	0
9	Locked	40.3	4	0
10	Locked	40.3	4	0
11	Locked	40.3	1	0
12	Locked	40.9	5	0
13	Locked	40.3	1	0
14	Locked	40.9	1	0
15	Locked	40.3	5	0
16	Locked	40.9	5	0
17	Locked	40.3	4	0
18	Locked	40.9	1	0
19	Locked	40.3	5	0
20	Locked	40.3	2	0
21	Locked	40.9	5	0
22	Locked	40.3	6	0
23	Locked	40.3	5	0
24	Locked	40.9	7	0

[randybaton]

Upstream bonded channels

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

1	46200488	46.5	5120	16 qam	2
2	53700570	46.8	5120	16 qam	1
3	39400362	46	5120	16 qam	3
4	32600141	46.5	5120	16 qam	4

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	67	0
4	ATDMA	0	0	0	0

[Tudor]

Upstream should be 64QAM. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[randybaton]

I've run the service status online after logging in and against my postcode and surname, I've always assumed this was fairly local.

[randybaton]

Still having an issue, my downloads seem fine but anything that requires any upstream takes forever.

[randybaton]

Getting annoyed at this now I've spoken to virgin and they say there is an issue and it will be fixed by 9am the next day. They've told me this 2 days on the trot now. Can't help but feel that 9am tomorrow is just the default answer. I took me a ton of whats app messages spread over 8 hrs to try and get answer yesterday.

My upload speeds have returned to normal each of the last 2 late evenings but have dropped back to 16 qam by the time I wake up and try to do any work.

Is there anyway for me to look up the details of my Remedy number (F010395611) or at least get some details on what's wrong or what's being done. I'm worried that it will require an engineer visit which will take days, so if I need one  I'd like to get one booked in asap.

[randybaton]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/822cd3e8728234a56e01e9c3d400101f33771e59][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/822cd3e8728234a56e01e9c3d400101f33771e59.png[/img][/url]

[randybaton]

[Steven_L]

Hey randybaton,

Sorry to hear of these issues, I have looked into the fault reference that you provided and can see that the ticket has been closed down as of the 18th, are you still having issues with your connection at the moment?

Kind Regards,

Steven_L