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Really really bad service (with stats)

vmediafan1975
Hanging out

Hi beautiful people I have been having atrocious internet for a month now. I started tracking it using the thinkbroadband BQM service since the 21st, I will post all the necessary logs to show my wonderful experience. Just to give all the details. T3 timeouts reported on the router multiple times per day every day, internet cuts out completely for a minute or 2 at least 5x per day. The outages usually happen around 10-12am and 4-12pm but are intermittent throughout the rest of the day. I have the Hub 3 with a separate router (netgear nighthawk) for all the internal network connections that I have thoroughly checked works perfectly. The Hub 3 itself works well in both modem and router mode and only reports the T3 upstream issues never actually turns itself off or anything.

I have a technician coming over Wednesday but if that could be avoided or helped in any way I am all ears.

Also I assume if this service quality carries on I could cut my service or get a discount considering VM are not keeping their connection quality guarantee?

 

Anyway here are a couple of BQM charts with the last one being a live chart:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d2993f5437b86c6d081a738ed2d98ee88...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/cc5f16143479b3f833d8f0e4597edd5d6a96fd7a-08-06-2024
https://www.thinkbroadband.com/broadband/monitoring/quality/share/caae6f319c5c6590c70fd1805d247aa6a83ed8cc

 

Here is a healthy traceroute to google.co.uk: 

traceroute to google.co.uk (172.217.169.35), 20 hops max, 46 byte packets
1 192.168.0.1 2.524 ms
2 *
3 80.4.208.53 14.474 ms
4 *
5 62.254.59.130 12.441 ms
6 142.250.160.116 17.971 ms
7 *
8 172.217.169.35 12.378 ms

 

Here is my router log:

ime Priority Description

09/06/2024 08:31:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:18:48critical

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

13 REPLIES 13

jpeg1
Alessandro Volta

It's still just as bad.  Far too much noise and consequent T3 errors. The upstream channel hass picked up to QAM64, but its signal level is very different to the other channels so it's likely to drop again.

You need a technician to do some thorough fault finding.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Thnx jpeg1 the technician is coming in 2 days do you have any idea whether it could end up being a big job? Where could the fault actually be?

Depends what the technician finds. It sounds very local. Worst case would be a new cable pull, so fingers crossed it's not that.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Thanks Alessandro