on 21-10-2022 11:29
My broadband keeps disconnecting a least once per day sometimes more which causes a disruption to me working from home, TV recordings or watching recordings. What can I do to recognise the issue?
26-10-2022 13:47 - edited 26-10-2022 13:58
I was away for 3 days then checked when I came back, I have errors again but no time outs
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 9 | 13 |
2 | Locked | 38.9 | 15 | 0 |
3 | Locked | 40.9 | 7 | 0 |
4 | Locked | 38.9 | 6 | 0 |
5 | Locked | 40.3 | 6 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 38.9 | 4 | 0 |
8 | Locked | 40.3 | 6 | 0 |
9 | Locked | 38.9 | 5 | 0 |
10 | Locked | 38.9 | 4 | 0 |
11 | Locked | 38.9 | 6 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.9 | 4 | 0 |
14 | Locked | 38.9 | 6 | 0 |
15 | Locked | 38.9 | 5 | 0 |
16 | Locked | 38.9 | 5 | 0 |
17 | Locked | 38.9 | 6 | 0 |
18 | Locked | 38.9 | 2 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 38.9 | 8 | 0 |
21 | Locked | 38.9 | 11 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 38.9 | 4 | 0 |
24 | Locked | 38.6 | 16 | 0 |
26-10-2022 13:48 - edited 26-10-2022 14:00
Time Priority Description
26/10/2022 11:40:35 | 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; |
26/10/2022 11:32:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 14:35:2 | 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; |
25/10/2022 14:30:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 14:30:22 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 14:30:22 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 14:29:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 07:24:8 | 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; |
25/10/2022 06:32:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 06:30:46 | 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; |
25/10/2022 06:09:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 06:08:51 | 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; |
25/10/2022 05:58:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 05:58:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 05:52:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2022 05:37:48 | 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; |
25/10/2022 05:34:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2022 14:33:7 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2022 13:27:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2022 13:05:13 | 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; |
Do I need a visit from an technician then?
on 26-10-2022 15:33
Hi westindieman,
Thanks for reaching back out, I have been able to locate you on our system with the details we have for you however was only able to check so much due to you having a 3rd party Router and ours being in Modem Mode, please perform a pin reset on our Router putting it back into Router mode, push a pin/ papeer clip in the reset hole, keep pushed in for a timed 1 minute, allow 10 minutes before trying.
Regards
Paul.
on 27-10-2022 09:23
Its back in router mode Paul
on 29-10-2022 10:33
Paul will you or someone else gat chance to review this again please?
on 29-10-2022 13:46
Hi westindieman
Thanks so much for coming back to the thread.
You need a tech visit as you have only one upstream - you should have 4 channels, and this one channel is out of spec.
I'll send you a PM now to assist further
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 30-10-2022 10:56
Thanks for joining me on PM and giving me the details to be able to book the tech visit for the upstream issue. The visit will be viewable within 1 hour in your online account - virg.in/myVM - where you can cancel/amend the visit if needed.
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.
Please ensure there is someone over the age of 18 present at the time of the visit. 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.
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
Let us know how the visit goes or if you need further assistance.
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 30-10-2022 14:06
Mant thanks again. I need to change the appointment and I have logged on but cannot see where to view the appointment, can anyone advise?
on 30-10-2022 15:12
The link that was sent by text to amend the appointment asks for my name and post code then takes me to a screen that tells me there are no issues in my area, nowhere to view or change the appointment.
on 01-11-2022 17:26
Hi @westindieman,
I can see my colleague John was able to re-schedule the appointment for you 🙂
Do keep us posted and let us know how the visit goes.
Cheers