Intermitent internet

[JDPalmer237]

Hi, I'm trying to sort out the internet for my mother. It's constantly cutting out. I've checked the router logs and it's showing constant warning and critical messages...

"No Ranging Response received - T3 time-out..."

"Unicast Ranging Received Abort Response - initialising MAC...."

"RCS Partial Service...."

I'm putting my money on that it's either the busted open street cabinet down the road or the very shoddy install of an un-needed coax splitter on the front of the house.

I've contacted Virgin and keep getting the same response. "We can't see any problems in your area" and "our virtual team will look into it". Not sure how the virtual team are going to fix these problems from there computers ^^

[Adduxi]

You need to post the power levels from the Hub and setup a BQM for future monitoring  www.thinkbroadband.com/ping

Once done we can comment.

As for the Omnibox on the wall, a VM Mod will pick this up in a day or two and arrange a technician to sort out the missing box cover.

[Tudor]

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[JDPalmer237]

Network Log

Time Priority Description

08/03/2023 18:52:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:08:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:08:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:06:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:06:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:05:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:05:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:03:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:03:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:02:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:02:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:01:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 18:01:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:55:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:55:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:53:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:49:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:48:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:48:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 17:48:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[JDPalmer237]

Downstream bonded channels

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

1	355000000	2.7	38	256 qam	28
2	203000000	1.2	38	256 qam	9
3	211000000	2	40	256 qam	10
4	219000000	2	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	1.7	40	256 qam	13
7	243000000	1.9	40	256 qam	14
8	251000000	1.4	38	256 qam	15
9	259000000	2.7	38	256 qam	16
10	267000000	2.9	38	256 qam	17
11	275000000	2.2	38	256 qam	18
12	283000000	2.7	38	256 qam	19
13	291000000	3.5	40	256 qam	20
14	299000000	3.2	38	256 qam	21
15	307000000	2.7	38	256 qam	22
16	315000000	4	40	256 qam	23
17	323000000	4	38	256 qam	24
18	331000000	3.4	38	256 qam	25
19	339000000	4.6	38	256 qam	26
20	347000000	3.7	38	256 qam	27
21	363000000	3	38	256 qam	29
22	371000000	3.7	38	256 qam	30
23	379000000	2.9	38	256 qam	31
24	387000000	3.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	686	2387
2	Locked	38.9	2616	2367
3	Locked	40.9	2837	5174
4	Locked	38.9	2180	2734
5	Locked	38.9	1879	1154
6	Locked	40.3	2914	3926
7	Locked	40.3	1815	1849
8	Locked	38.9	1803	1523
9	Locked	38.9	1205	3371
10	Locked	38.9	1503	5409
11	Locked	38.6	1021	4251
12	Locked	38.9	717	928
13	Locked	40.3	803	2730
14	Locked	38.6	778	3420
15	Locked	38.9	821	1120
16	Locked	40.3	679	4603
17	Locked	38.6	807	4960
18	Locked	38.9	676	860
19	Locked	38.9	612	4268
20	Locked	38.9	524	1416
21	Locked	38.9	577	659
22	Locked	38.9	518	1692
23	Locked	38.9	489	1305
24	Locked	38.6	474	1201

[JDPalmer237]

Upstream bonded channels

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

1	43100021	47.5	5120	64 qam	2
2	49600019	50.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0

I did a hard reset not long back but previously the T3 Timeouts were over 50

[JDPalmer237]

Got a BQM running now. Thanks

[Tudor]

Downstream power levels ok, but horrendous error counts. Only two upstream and there should be 4 and both have very high power levels, one is out of spec. Looks like a loose connection, check all F plugs are tight or cable/cabinet fault. There is also a possibility of a local area fault.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[JDPalmer237]

Also just to let you know before I started using the BQM I unhooked the cable on the wall so it wasn't bending so much. I've had less T3's and it's not cutting out as much. Thinking this might of helped some what?

[JDPalmer237]