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Broadband dropping

amoltu
Joining in

Having had negligible issues since installation years ago my broadband and phone started to drop out over the past few days. Initial checks said they were working on the network and al would be sorted later in the  afternoon. However the dropouts have continued since Thursday, some short, some long.  Router in modem mode or years
Reset the Hub 3 but no better. Yesterday and this morning were better but by mid morning the drop outs return.

Looking at the logs - lots of unicast/ranging errors as below. Is this the hub or further afield?

Andy

19/08/2023 10:31:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 10:13:45criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 10:13:45criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 10:13:43criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 10:13:42criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:25:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:25:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:25:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:24:58criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:24:58criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:05:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 00:05:32Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:58:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:58:30Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:52:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:52:53Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:47:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:47:38Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:42:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 23:41:19criticalReceived 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;
14 REPLIES 14

Adduxi
Very Insightful Person
Very Insightful Person

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Thanks.
Set up the BQM but data limited as I forgot to enable ping on my router. Done that this morning.
looking at the logs on the Hub it had its last hiccough at 6pm last night and been rock solid since.

1235000000-6.237256 qam13
2243000000-6.737256 qam14
3251000000-737256 qam15
4259000000-7.237256 qam16
5267000000-7.237256 qam17
6275000000-7.537256 qam18
7283000000-7.537256 qam19
8291000000-7.737256 qam20
9299000000-7.537256 qam21
10307000000-7.537256 qam22
11315000000-7.537256 qam23
12323000000-7.537256 qam24
13331000000-7.737256 qam25
14339000000-7.737256 qam26
15347000000-7.737256 qam27
16355000000-7.737256 qam28
17363000000-837256 qam29
18371000000-837256 qam30
19379000000-837256 qam31
20387000000-8.237256 qam32
21395000000-8.237256 qam34
22403000000-8.537256 qam35
23411000000-8.537256 qam36
24419000000-8.737256 qam37



Downstream bonded channels

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

1Locked37.311041433
2Locked37.611571440
3Locked37.615471545
4Locked37.615711506
5Locked37.614771515
6Locked37.615251162
7Locked37.312931408
8Locked37.324821165
9Locked37.322632020
10Locked37.618251959
11Locked37.620311872
12Locked37.622101734
13Locked37.323582257
14Locked37.620202024
15Locked37.622322320
16Locked37.318462071
17Locked37.320831925
18Locked37.623042290
19Locked37.321861506
20Locked37.617722167
21Locked37.624222172
22Locked37.324872875
23Locked37.626642431
24Locked37.325832307

amoltu
Joining in
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/ab81c512cbf49ca8db509a659a12069ba4fbb7a1-20-08-2023]My Broadband Ping[/url]

carl_pearce
Community elder

Your downstream power levels are very low, which may not be helping.

legacy1
Alessandro Volta

BQM looks ok but that to the router so run a ping -t from wired PC to like 194.168.4.100

maybe wifi is faulty on your router and you need a new router.

---------------------------------------------------------------

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, amoltu.

Thank you for all your posts and updates and sorry to hear of the issues faced with your broadband recently, we'd love to help out. 

Upon our latest checks, there doesn't seem to be an issue at the area network currently, however we've identified a short-term connectivity issue which may cause intermittent or performance related issues with your connection. 

These types of issues don’t last long usually, and your connection should be back to normal within 24 hours.

Please, run our online checks here -if not done already- and we'll be able to arrange a visit from a tech in case we find you're having further issues where this is needed.

Tell us if you need more help or advice, keep us posted here too so we know it's been looked into. 
Cheers,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


amoltu
Joining in

BQM Interestingly all was good yesterday but looking at the BQM today there were a few gremlins,

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08037eb4544594f79a37559b6f60fe4b37f26a3b-21-08-2023

 

Oddly we weren't at home today. Not a wifi issue. The PC is wired to my Draytek router (again ethernet linked to the hub in modem mode) and the wifi is a Ubiquiti one with the 3 units on but when things drop out it's both the wired and wireless devices that lose connectivity.

Did Virgin's on line checks and they are sending out an engineer on Wednesday.

Thanks for coming back to us amoltu and I'm glad that you have been able to arrange a technician visit to have your issues investigated.

If you get the chance, please let us know how your visit went 👍

Kind Regards,

Steven_L

amoltu
Joining in

Technician booked for today between 8am and 12noon. Appears to be a no show!

Now 12:40 and on the phone to a call centre in India 26 minutes to be told my fault has been resolved and I might have received a text. Bewildered at being asked if I still have problems! Why else would I be calling the fault number!
No text and the BQM shows still having drop outs. No landline last night. Still getting dropouts!

If I had hair I would be pulling it out. The technician service needs to have a tracking facility not a loop to the fault reporting pages!

Got through to a clueless person who tried to tell me I had received a text to say the fault has been resolved