Virgin Media Community

[Rruk21]

Hi,

We have been having connection drops pretty much every day. Looking at the network logs I can see a number of ‘no ranging response’ and ‘RCS partial service’ error messages:

Time	Priority	Description
08/10/2021 23:33:15	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 14:56:18	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 07:41:2	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 01:27:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 01:27:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/10/2021 01:24:15	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 08:12:43	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 08:11:13	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 12:45:1	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 09:24:33	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 07:12:10	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 02:47:31	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/10/2021 08:47:3	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/10/2021 08:47:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/10/2021 08:09:54	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/10/2021 10:59:56	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 12:19:8	critical	No Ranging Response received - T3 time-out;CM-MAC= ; CMTS-MAC=be;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 08:07:59	Warning!	RCS Partial Service;CM-MAC=

Looking at other forums it’s said that these relate to issues between the router and the box on the street. 

Has anyone else had this recently? How easy was it to get sorted by VM?

Thanks

[Tudor]

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

Also please post your up/downstream stats.

[David_Bn]

Thanks for your post on our Community Forums @Rruk21, and a very warm welcome to you!

Are you able to post the stats of the hub up for us, as per @Tutor's request?

Have you been able to check the local area for any faults?

Kindest regards,

David_Bn

[Rruk21]

Thanks for replying both. The down and up stats are below:

Downstream

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	171000000	-0.2	37	256 qam	5
2	139000000	1.5	37	256 qam	1
3	147000000	1.2	37	256 qam	2
4	155000000	0.7	37	256 qam	3
5	163000000	0.2	37	256 qam	4
6	179000000	-0.4	37	256 qam	6
7	187000000	-0.5	37	256 qam	7
8	195000000	-0.9	37	256 qam	8
9	203000000	-1.5	37	256 qam	9
10	211000000	-2	37	256 qam	10
11	219000000	-2.4	37	256 qam	11
12	227000000	-3	36	256 qam	12
13	235000000	-3.2	37	256 qam	13
14	243000000	-3.7	37	256 qam	14
15	251000000	-4.5	36	256 qam	15
16	259000000	-5.2	36	256 qam	16
17	267000000	-4.2	37	256 qam	17
18	275000000	-3.5	37	256 qam	18
19	283000000	-3	37	256 qam	19
20	291000000	-3.2	37	256 qam	20
21	299000000	-3	37	256 qam	21
22	307000000	-3.4	37	256 qam	22
23	315000000	-3.2	38	256 qam	23
24	323000000	-3.5	37	256 qam	2

Upstream

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25800000	39.7	5120	16 qam	6
2	32600000	40	5120	64 qam	5
3	39400039	41.5	5120	64 qam	4
4	46199932	41.5	5120	64 qam

[Tudor]

One upstream is on 16 QAM when it’s should be on 64 QAM and one downstream is near the minimum as well as there being a too wide a spread of power level. Also could you post the Pre & Post RS errors and the upstream t1/t2/t3/T4 counts. I think you will need a technician’s visit to rectify. 

[Hayley_S]

Hello @Rruk21,

Welcome to the community, thanks for posting.

I am sorry for your current internet issues.

I was unable to locate your account using your forums details, can you tell me if you have tried doing a pin hole reset?

Many thanks,

[Rruk21]

Hi Hayley_S,

I am staying at my in-laws so it is their connection. I posted on here on their behalf. 

I believe they have done that reset a few times. 

[Steven_L]

Thanks for coming back to us @Rruk21.

Would you be able to provide some account details via a private message, so that we can get the issues looked into further.

I will send over a private message in a moment for you to provide the requested information and we can get the issues looked into further.

Regards,

Steven_L

[Paulina_Z]

Hi @Rruk21,

Thank you for coming back to me over Private Message. I was able to book in a technician appointment to look over your power level issues.

You can manage your appointment via your online account if needed. 

Please keep the thread updated on how you get on with your visit. 🙂

Thank you.