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That intermittent outages problem

Hi there.

It seems like a popular problem on these boards, but I also have intermittent outages where I lose ethernet and wifi. Been getting worse over 2 weeks. Tightened cables. Rebooted Hub3. No effect. My neighbour has similar issues. Have been capturing BQM data for 6 days, an example of a typical day is here.

It's quite obviously very annoying. When I call 150, there's a recorded message saying that "an engineer is trying to fix the issue, but please note that it's complex". I've signed up for txt updates on the progress but haven't heard anything yet.

I hope that someone can offer me some guidance. I'm not hugely technical, so please make any suggestions simple to understand.

Here's the router stats..

Cheers

Dinkus

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000002.437256 qam25
2203000000237256 qam9
3211000000237256 qam10
42190000002.237256 qam11
52270000002.237256 qam12
62350000001.737256 qam13
72430000001.537256 qam14
82510000001.537256 qam15
92590000001.537256 qam16
102670000001.937256 qam17
11275000000237256 qam18
122830000002.438256 qam19
132910000002.538256 qam20
142990000002.737256 qam21
153070000002.737256 qam22
163150000002.737256 qam23
173230000002.537256 qam24
183390000002.237256 qam26
19347000000237256 qam27
20355000000237256 qam28
213630000002.237256 qam29
22371000000237256 qam30
233790000002.237256 qam31
243870000002.237256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.3100
2Locked37.6280
3Locked37.6270
4Locked37.6300
5Locked37.3260
6Locked37.6230
7Locked37.3250
8Locked37.3190
9Locked37.3200
10Locked37.6200
11Locked37.6190
12Locked38.6150
13Locked38.6120
14Locked37.3130
15Locked37.6100
16Locked37.6120
17Locked37.3120
18Locked37.6110
19Locked37.3120
20Locked37.690
21Locked37.670
22Locked37.6110
23Locked37.660
24Locked37.630

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1603000005.1512032 qam1
2462000005.1512064 qam3
3537000005.1512032 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000




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Re: That intermittent outages problem


@Dinkus wrote:

It seems like a popular problem on these boards, but I also have intermittent outages where I lose ethernet and wifi. Been getting worse over 2 weeks. Tightened cables. Rebooted Hub3. No effect. My neighbour has similar issues. Have been capturing BQM data for 6 days, an example of a typical day is here.

It's quite obviously very annoying. When I call 150, there's a recorded message saying that "an engineer is trying to fix the issue, but please note that it's complex". I've signed up for txt updates on the progress but haven't heard anything yet.

I hope that someone can offer me some guidance. I'm not hugely technical, so please make any suggestions simple to understand.


The upstream figures do not look good.  Only 3 channels locked instead of 4 and the modulation is not consistent.  This will probably need a technician to visit and investigate.  However if you are getting a recorded message when you call in then it suggests there is a local area issue, which would explain why your neighbour also has issues.  Unfortunately, while there is an ongoing area issue VM staff can't book individual tech visits until the area issue is resolved.

Hopefully one of the forum team will be along shortly and can advise on the status of the area issue and the estimated fix date.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: That intermittent outages problem

Thanks Scott for such a rapid response.

You've stopped me wasting time trying other routes into VM - much appreciated.

Dinkus

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Re: That intermittent outages problem

Before I forget, here's the rest of the router info..

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

 

 

 

Primary Downstream Service Flow

SFID

20700

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

7551

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

 

Time

Priority

Description

24/08/2020 13:45:17

critical

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

24/08/2020 13:45:17

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:59

critical

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

24/08/2020 13:43:59

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:58

critical

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

24/08/2020 13:43:58

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:57

critical

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

24/08/2020 13:43:57

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:55

critical

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

24/08/2020 13:43:55

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:54

critical

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

24/08/2020 13:43:54

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:53

critical

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

24/08/2020 13:43:53

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:52

critical

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

24/08/2020 13:43:52

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:50

critical

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

24/08/2020 13:43:50

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 13:43:48

critical

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

24/08/2020 13:43:47

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=zzzzzzzzzzzzzzzzz;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

 

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Message 5 of 14
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Helpful Answer

Re: That intermittent outages problem

Hi Dinkus.

 

Apologies for the connection issues you've experienced recently.

 

I've ran some checks from here using your forum details, and at the moment there's an area fault (ref.# F008347718) which is currently estimated to be resolved by 01/09/20 so you may find your services to be intermittent in the meantime.

 

Please feel free to pop back for updates, or if you continue to experience problems once the issue has been deemeed resolved so we can assist further.

 

Tom 

 

 

 

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Re: That intermittent outages problem

Thanks for the update Tom.

A fix can't come soon enough as today was the worse yet. 01/09/20 seems a mile off, but at least I know that something is being done. I'll keep my BQM monitoring on as VM will surely compensate me when this is resolved.

Dinkus

 

 

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Re: That intermittent outages problem

Just to help others that may be experiencing the same issue - and in the hope that VM might update me on progress.

Today, device by device the wifi access was denied until none of the 5 devices could access wifi. "No internet, secured" and "connected with no internet" were common messages.

A reboot of the Hub3 did recover them though.

My BQM from today shows no improvement.

Dinkus

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Re: That intermittent outages problem

UPDATE: 

I mentioned that I had signed up for txt alerts - as VM said that they were working on a local solution.

Well, 30 minutes ago I got a txt "Virgin Media Outage Update - ID: F008347718. We're pleased to tell you that this issue is now fixed"

Certainly cause for a celebration.

But 10 minutes later, my wifi dropped again.

I'm going to do a reset on the Hub3 to start afresh as it were. I'll continue with the BQM monitoring and post up new router logs after the reset.

Dinkus

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Re: That intermittent outages problem

Since informed of a fix ID: F008347718 my service has dropped 4 times.

I've rebooted my Hub3 and offer up the following Network status info. I don't know what it represents - would really appreciate some guidance please.

And here's the most up-to-date BMQ

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online
 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000002.937256 qam25
22030000002.437256 qam9
32110000002.537256 qam10
42190000002.537256 qam11
52270000002.537256 qam12
62350000002.237256 qam13
7243000000237256 qam14
82510000001.937256 qam15
9259000000237256 qam16
102670000002.237256 qam17
112750000002.537256 qam18
122830000002.938256 qam19
13291000000337256 qam20
142990000003.237256 qam21
153070000003.237256 qam22
163150000003.237256 qam23
17323000000337256 qam24
183390000002.737256 qam26
193470000002.537256 qam27
203550000002.537256 qam28
213630000002.737256 qam29
223710000002.537256 qam30
233790000002.737256 qam31
243870000002.537256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.670
2Locked37.660
3Locked37.360
4Locked37.660
5Locked37.360
6Locked37.340
7Locked37.370
8Locked37.600
9Locked37.300
10Locked37.350
11Locked37.360
12Locked38.600
13Locked37.650
14Locked37.660
15Locked37.660
16Locked37.650
17Locked37.660
18Locked37.340
19Locked37.600
20Locked37.350
21Locked37.650
22Locked37.660
23Locked37.640
24Locked37.600
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Re: That intermittent outages problem

cont..

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1603000005.1512064 qam1
2394000005.1512064 qam4
3462000005.1512064 qam3
4537000005.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file 



Primary Downstream Service Flow

SFID20700
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID7551
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Time

Priority

Description

26/08/2020 08:39:50

critical

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

26/08/2020 08:38:11

notice

LAN login Success;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:12:34

critical

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

26/08/2020 08:12:34

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:12:33

critical

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

26/08/2020 08:12:32

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:12:32

critical

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

26/08/2020 08:12:32

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:12:31

critical

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

26/08/2020 08:12:30

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 08:01:4

critical

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

26/08/2020 08:01:1

notice

LAN login Success;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 07:30:53

critical

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

26/08/2020 07:30:53

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 07:30:52

critical

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

26/08/2020 07:30:52

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 07:30:50

critical

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

26/08/2020 07:30:50

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

26/08/2020 07:30:47

critical

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

26/08/2020 07:30:47

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=yyyyyyyyyyyyyy;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

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