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Tonybied
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Constantly issues with hub 3

For the last few months my router has been having connection issues, which have been getting worse over the last couple of weeks. Yesterday I had to reboot the router four times in as many hours. It's affecting WiFi and cabled devices so its an issue with my signal levels or the connection to the Virgin end. I keep checking the Virgin status page to be told there is no problem in my area.

I spoke to an agent on web-chat around 2 weeks ago and left the conversation extremely frustrated as i'd also mentioned that my WiFi signal is  terrible (to the point where the router advises me to move every single device connected via WiFi closer, even the ones that are within a metre with a clear line of sight), all he was interested in was trying to get me to pay an extra £3 for a booster which i pointed out on numerous occasions may improve the signal around the house but that's no help if the router is constantly dropping connection to the internet. The agent asked if I wished to raise this issue as a complaint and close it as a dissatisfaction, to which i agreed, but i have had no further response to this problem since.

I hoping someone on here can help me out as it appears that there are responses on here from virgins technical team rather than the scripted sales team manning the web-chat. I've posted logs from the router so hopefully someone can figure out what/where my issue lies. Thanks in advance for anyone who helps!

Network LogTime Priority Description
12/10/2019 20:02:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:03:24criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:03:24criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:03:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:03:51criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:03:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:04:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:04:16criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:04:16criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2019 20:04:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:42:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:42:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:23criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:23criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:51criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:43:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:48:0criticalReceived 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;
13/10/2019 00:49:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Tonybied
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Re: Constantly issues with hub 3

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14422500009.838256 qam5
241025000010.338256 qam1
34182500009.938256 qam2
44262500009.638256 qam3
54342500009.538256 qam4
64502500009.437256 qam6
74582500008.837256 qam7
84662500008.837256 qam8
94742500008.338256 qam9
104822500008.437256 qam10
114902500009.138256 qam11
124982500009.438256 qam12
135062500009.338256 qam13
14514250000938256 qam14
155222500007.837256 qam15
16530250000637256 qam16
175382500001.936256 qam17
185462500000.536256 qam18
195542500003.537256 qam19
205622500004.937256 qam20
21570250000637256 qam21
225782500007.437256 qam22
235862500007.837256 qam23
24594250000837256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.658698
2Locked38.610
3Locked38.620
4Locked38.6250
5Locked38.6130
6Locked37.6120
7Locked37.6150
8Locked37.6380
9Locked38.6440
10Locked37.6280
11Locked38.6512
12Locked38.63512
13Locked38.68913
14Locked38.612168
15Locked37.322992
16Locked37.62745230
17Locked36.629056217
18Locked36.6587800
19Locked37.324650
20Locked37.33590
21Locked37.39212
22Locked37.62516
23Locked37.61318
24Locked37.61514



Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000154.496512016 qam3
2257999624.625512016 qam4
3461998244.45512016 qam1
4394001574.35512016 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
442250000
Locked
Ranged Upstream Channel (Hz)
32600015
Locked
Provisioning State
Online
 




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jpeg1
Trouble shooter
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Re: Constantly issues with hub 3

There is certainly something wrong with your feed. There is a 10dB spread between the channel levels which is not normal, and some of them are too high. 

You need an engineer visit to sort this out. In the meantime check that the coax connections are properly fitted and tight.

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griffin
Alessandro Volta
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Re: Constantly issues with hub 3

First of all, I would always test the internet connection first, as it is imperative to find where the fault lies, with the internet connection, or on the wireless side.

As said, the power levels are a low on a couple of channels and the RS errors are elevated on these channels suggesting a glitch.
However, the logs are showing the internet connection between the Hub and VM's CMTS dropping which VM need to investigate.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response. As said, you probably need a tech visit.