on 02-11-2021 23:18
Hi all,
I've been having issues over the last week or so with random Internet drop-outs, which, according to my Hub 3.0's network log, coincide with T3 timeouts. I can't see any faults reported in my postcode, so I'd be grateful to get any insight from the users here.
I've attached the relevant data below. In the network log, the events at 20:17, 21:25 & 22:47 all coincided with Internet drop-outs. During the outage, which seems to last approx. 5 mins, only one upstream bonded channel is listed, and it declares a varying number of T3 timeouts. Upon refreshing the log, once the Internet has recovered, it reverts to displaying four channels.
I set up a Thinkbroadband account after looking at advice given to other users here earlier this evening, but I don't think enough time has passed for it to have any meaningful information yet (or, at least I don't see anything having shown up on the graph yet).
Many thanks for any advice.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 314750000 -0.5 40 256 qam 23
2 138750000 0 40 256 qam 1
3 146750000 0 40 256 qam 2
4 154750000 -0.2 40 256 qam 3
5 162750000 0 40 256 qam 4
6 170750000 0 40 256 qam 5
7 178750000 0 40 256 qam 6
8 186750000 -0.2 40 256 qam 7
9 194750000 -0.2 40 256 qam 8
10 202750000 -0.4 40 256 qam 9
11 210750000 -0.2 40 256 qam 10
12 218750000 0 40 256 qam 11
13 226750000 0 40 256 qam 12
14 234750000 -0.2 40 256 qam 13
15 242750000 -0.5 40 256 qam 14
16 250750000 -0.5 40 256 qam 15
17 258750000 -0.5 40 256 qam 16
18 266750000 -0.5 40 256 qam 17
19 274750000 -0.7 40 256 qam 18
20 282750000 -0.7 40 256 qam 19
21 290750000 -0.7 40 256 qam 20
22 298750000 -0.7 40 256 qam 21
23 306750000 -0.5 40 256 qam 22
24 322750000 -0.9 40 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 7038 2830
2 Locked 34.9 280542 30297
3 Locked 34.9 53454 29159
4 Locked 34.9 89516 31459
5 Locked 35.5 302362 39307
6 Locked 35.7 48121 22524
7 Locked 35.7 353157 31071
8 Locked 35.5 123915 6241
9 Locked 36.3 23764 3663
10 Locked 35.7 21613 3442
11 Locked 36.3 19067 3530
12 Locked 36.6 18822 3472
13 Locked 36.6 20045 3291
14 Locked 37.3 21292 3191
15 Locked 37.3 18341 3533
16 Locked 36.6 17955 3809
17 Locked 36.6 17075 4262
18 Locked 36.6 17447 3370
19 Locked 37.3 15187 3627
20 Locked 37.3 12215 2942
21 Locked 36.8 10053 3630
22 Locked 37.3 9923 3394
23 Locked 37.6 8153 3202
24 Locked 37.6 6673 2648
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700273 48 5120 64 qam 10
2 39400231 48 5120 64 qam 12
3 46200246 48 5120 64 qam 11
4 60300285 49.5 5120 64 qam 9
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 0 0
4 ATDMA 0 0 0 0
Network Log
Time Priority Description
02/11/2021 22:48:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:48:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:48:8 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:48:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:48:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:48:6 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:59 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 22:47:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 21:47:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 21:27:39 critical 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=3.0;
02/11/2021 21:25:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 21:25:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 21:25:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 20:17:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 20:17:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 20:17:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 12-11-2021 09:17
Hi gly,
Thanks for coming back to us on this one.
Looking at the logs you have posted, there seems to be a high number of Post RS Errors logged. When the hub reboots, the first moments are quite chaotic and messy. Data is pouring in, but the modem hasn't yet synced up with the CMTS on our end. As the synchronisation is taking place, at the same time, corrupt data occurs hence the errors.
If damaged packets of data arrive at your Hub, it will automatically try and repair them. If that's successful, the pre-RS error counter will go up. When it fails, the post-RS error counter will go up. If your post-RS error count keeps going up it's likely a sign of an issue with your connection which is why we run the checks that we do.
We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 12-11-2021 10:12
Hi gly,
Thanks for coming back to me via private message with your information.
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link.
Lets us know how the appointment goes.
Take care.