cancel
Showing results for 
Search instead for 
Did you mean: 

Overheating Cabinet

Marrgon
On our wavelength

Hi 🙂

Whenever temperatures reach the late 20’s our street and the one next to use have very slow and unusable Virgin fibre. This year though the problem has started occurring for us all when the temperature reaches the low 20’s. Is it possible a fan has failed in the cabinet? If so will Virgin send someone to check?

The online system checker just sends us all on this endless cycle of restarting the hub, or tells us to check back in an hour. Online support give pleasantries but don’t appear to achieve anything.

I’ve registered a complaint but unsure if that will help.

Any advice welcome.

Thanks

Steve  

1 ACCEPTED SOLUTION

Accepted Solutions

Marrgon
On our wavelength

Thank you to everyone who has supported with this.

The fault is now fixed and was caused by a poor connection at the point in which the cable came into the house from outside.

Steve 

See where this Helpful Answer was posted

22 REPLIES 22

japitts
Very Insightful Person
Very Insightful Person

Logic would dictate here, that you start from checking over your own kit, and then trace back from there. So my standard advice to anyone with "my broadband isn't working sometimes" applies.. Point 2 for a BQM will be especially helpful if this problem is intermittent.

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

IMHO a complaint here is the wrong way to go about it. Need to report/diagnose a fault first, give VM a chance to investigate before going down the "I've had poor service" route. Staff do respond on here where required.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Marrgon
On our wavelength

Great, thank you for the response! Appreciated. 

 

Acquired Downstream Channel (Hz)
458250000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

 

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

1458250000-7.236256 qam13
2426250000-6.237256 qam9
3434250000-6.537256 qam10
4442250000-6.737256 qam11
5450250000-6.937256 qam12
6466250000-7.537256 qam14
7474250000-7.537256 qam15
8482250000-7.736256 qam16
9490250000-7.736256 qam17
10498250000-7.737256 qam18
11506250000-7.736256 qam19
12514250000-7.736256 qam20
13522250000-836256 qam21
14530250000-8.236256 qam22
15538250000-8.536256 qam23
16546250000-9.236256 qam24
17554250000-9.236256 qam25
18562250000-10.235256 qam26
19570250000-10.735256 qam27
20578250000-10.735256 qam28
21586250000-11.235256 qam29
22594250000-11.435256 qam30
23602250000-11.235256 qam31
24610250000-11.735256 qam32
 

Marrgon
On our wavelength
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000045512064 qam7
24620000045.5512064 qam5
32580000045512064 qam8
43940000045.3512064 qam6


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00330
2ATDMA001960
3ATDMA002050
4ATDMA001510

Marrgon
On our wavelength

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b. cm



Primary Downstream Service Flow

SFID35634
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID35633
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Marrgon
On our wavelength
 

Network Log

Time Priority Description
22/05/2022 13:22:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 13:07:5criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 13:07:5criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 13:06:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:50:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:50:27criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:49:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:38:50criticalReceived 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;
22/05/2022 12:34:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:01:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 12:01:51criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 18:18:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 17:19:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 06:55:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 16:30:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 12:26:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 12:26:8criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 12:26:8criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2022 17:09:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2022 17:08:38criticalReceived 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;

Marrgon
On our wavelength

Is anyone please able to help with the attached data? 

Thanks
Steve 

japitts
Very Insightful Person
Very Insightful Person

Have you got the BQM link?

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Marrgon
On our wavelength

Hi

Sorry, here is the link. I’ve only just done it as I didn’t think you’d want it unless it was hot outside but realise that was probably a bad assumption. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eccee459219b3e983e9b97fe91b828aa86adfc95


Ref your complaint, Virgin did just close that on the grounds that cabinets don’t overheat and asked me to raise a ticket again.

Thanks again

Steve  

Marrgon
On our wavelength

The graph has now gone red at the end, the internet is working and I’ve checked the IP address is correct ☹️