Virgin Media Community

[verved1]

Been suffering with some random dropouts and decided to have look at the SH4 logs and found a lot of T3 timeouts a small sample I’ve copied in.

Hoping someone from VM tech support can contact me.

Thanks.

03/03/2023 19:56:01	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=
Fri 03/03/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=
Wed 01/03/2023 15:36:10	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=
Tue 28/02/2023 12:10:44	3	No Ranging Response received - T3 time-out;CM-MAC=
Tue 28/02/2023 06:34:20	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=
Tue 28/02/2023 05:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=
Sun 26/02/2023 13:58:23	3	No Ranging Response received - T3 time-out;CM-MAC=
Sat 25/02/2023 07:15:34	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=
Sat 25/02/2023 04:44:18	3	No Ranging Response received - T3 time-out;CM-MAC=
Fri 24/02/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=
Fri 24/02/2023 12:34:08	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMT

[jbrennand]

Lets see the rest of the data...
___________________________

Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page again.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
____________________________________________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[verved1]

3.0 Downstream channels

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

12	227000000	5.5	40.9	QAM256	12
10	211000000	5.8	40.9	QAM256	10
11	219000000	5.7	40.4	QAM256	11
13	235000000	5.3	40.4	QAM256	13
14	243000000	5.1	40.4	QAM256	14
15	251000000	4.6	40.4	QAM256	15
16	259000000	4.6	40.4	QAM256	16
17	267000000	4.4	40.9	QAM256	17
18	275000000	4.1	40.9	QAM256	18
19	283000000	3.9	40.9	QAM256	19
20	291000000	3.9	40.4	QAM256	20
21	299000000	3.6	40.9	QAM256	21
22	307000000	2.8	40.4	QAM256	22
23	315000000	2	40.9	QAM256	23
24	323000000	1.7	40.4	QAM256	24
25	331000000	1.6	40.4	QAM256	25
26	339000000	1	40.4	QAM256	26
27	347000000	0.4	39	QAM256	27
28	355000000	-0.2	39	QAM256	28
29	363000000	-0.6	39	QAM256	29
30	371000000	-0.8	39	QAM256	30
31	379000000	-0.9	39	QAM256	31
32	387000000	-0.7	40.4	QAM256	32
33	395000000	-0.6	40.4	QAM256	33
34	403000000	-0.8	39	QAM256	34
35	411000000	-1.1	39	QAM256	35
36	419000000	-1.5	39	QAM256	36
37	427000000	-2	38.6	QAM256	37
38	435000000	-1.9	39	QAM256	38
39	443000000	-1.6	39	QAM256	39
40	451000000	-1.1	39	QAM256	40

3.0 Downstream channels

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

12	Locked	40.946209	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.983261	0	0
37	Locked	38.605377	0	0
38	Locked	38.983261	0	0
39	Locked	38.983261	0	0
40	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

96

4K

1840

QAM2048

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

41

Locked

35

-10.8

2384727034

41

[verved1]

3.0 Upstream channels

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

1	49600000	38.3	5120 KSym/sec	QAM64	1
2	23600000	36.8	5120 KSym/sec	QAM64	5
3	43100000	38	5120 KSym/sec	QAM64	2
4	36600000	37.8	5120 KSym/sec	QAM64	3
5	30100000	37.3	5120 KSym/sec	QAM64	4

3.0 Upstream 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
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.8

33.8

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

220

53.4

4

0

[verved1]

twork Log

Time Priority Description

Sat 04/03/2023 12:39:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 03/03/2023 19:56:01	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 03/03/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 15:36:10	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 28/02/2023 12:10:44	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 28/02/2023 06:34:20	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 28/02/2023 05:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 26/02/2023 13:58:23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 25/02/2023 07:15:34	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 25/02/2023 04:44:18	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 24/02/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 24/02/2023 12:34:08	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 23/02/2023 11:26:34	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 21/02/2023 05:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/02/2023 15:04:41	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/02/2023 10:42:21	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/02/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/02/2023 14:37:36	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 23:05:29	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 06:44:02	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 14/02/2023 05:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 13/02/2023 06:48:11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 11/02/2023 13:34:32	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 11/02/2023 12:49:09	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/02/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/02/2023 19:43:28	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/02/2023 17:03:05	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/02/2023 10:16:38	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/02/2023 05:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/02/2023 06:36:48	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/02/2023 02:10:00	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 05/02/2023 05:29:44	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 04/02/2023 14:59:11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 03/02/2023 17:42:51	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 02/02/2023 01:26:13	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/02/2023 19:16:56	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/01/2023 23:43:15	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/01/2023 11:08:23	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/01/2023 07:51:02	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/01/2023 00:44:34	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/01/2023 00:44:16	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 00:03:08	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:48	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/01/2023 00:38:46	6	SW download Successful - Via NMS
Mon 30/01/2023 00:27:05	6	SW Download INIT - Via NMS
Sun 29/01/2023 22:36:01	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/01/2023 15:18:37	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 22:42:09	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 13:02:15	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 25/01/2023 16:04:16	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Lets see the BQM link.

[Tudor]

Something a bit wrong with the downstream power level on 3.1, it’s -10.8 which is out of spec and way different to the 3.0 downstream channels power levels. Wait for a VM staff member to get to your post.

[verved1]

The test has been running since just after 7pm.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79d6c60917ed7e66dd476a580abe199d78164690-05-03-2023

[David_Bn]

Thanks for your post @verved1, and I'm sorry to hear of the issues you've been experiencing on the connection.

Looks like we'll need to get an engineer out to you on this occasion.

Please check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for coming back to me over private message @verved1, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

Furthermore, I'd need to advise that;

There will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn