Virgin Media Community

[westindieman]

I was away for 3 days then checked when I came back, I have errors again but no time outs

Downstream bonded channels

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

[westindieman]

Network Log

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?

[Paul_DN]

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.

[westindieman]

Its back in router mode Paul

[westindieman]

Paul will you or someone else gat chance to review this again please?

[John_GS]

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,

[John_GS]

Hi @westindieman

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,

[westindieman]

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?

[westindieman]

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.

[Ayisha_B]

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