Internet (Partial Service (US only))

[AnDublin]

On the Hub 3.0 Home page, Status shows as Internet (Partial Service (US only))

VM first-line support says everything is within threshold, no issues. Can anyone here help in diagnosis?

Downstream bonded channels

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

1	546000000	3	35	256qam	21
2	182000000	-2	35	256qam	2
3	190000000	-2	35	256qam	3
4	198000000	-2	35	256qam	4
5	206000000	-2	35	256qam	5
6	214000000	-1	36	256qam	6
7	222000000	-1	36	256qam	7
8	230000000	-1	36	256qam	8
9	238000000	-1	36	256qam	9
10	251000000	-1	36	256qam	10
11	259000000	-1	36	256qam	11
12	474000000	1	37	256qam	12
13	482000000	1	37	256qam	13
14	490000000	1	37	256qam	14
15	498000000	2	37	256qam	15
16	506000000	2	37	256qam	16
17	514000000	2	37	256qam	17
18	522000000	2	37	256qam	18
19	530000000	2	37	256qam	19
20	538000000	2	37	256qam	20
21	174000000	-2	36	256qam	1
22	554000000	2	38	256qam	22
23	714000000	3	37	256qam	23
24	722000000	2	37	256qam	24

Downstream bonded channels

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

1	Locked	35.780	102859701	44
2	Locked	35.780	100434877	18
3	Locked	35.595	100430733	12
4	Locked	35.595	100435078	11
5	Locked	35.780	100435622	6
6	Locked	36.610	100432715	0
7	Locked	36.387	100436214	5
8	Locked	36.610	100437173	6
9	Locked	36.387	100431568	12
10	Locked	36.610	100437472	0
11	Locked	36.610	100438235	0
12	Locked	37.636	100427895	2
13	Locked	37.356	100438623	5
14	Locked	37.356	100439137	3
15	Locked	37.636	100431739	9
16	Locked	37.636	100439430	6
17	Locked	37.356	100439851	11
18	Locked	37.636	100441085	11
19	Locked	37.356	100439953	12
20	Locked	37.636	100440455	5
21	Locked	36.387	100438264	19
22	Locked	38.605	100440790	8
23	Locked	37.636	100442637	6
24	Locked	37.356	100443132	29

Upstream bonded channels

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

1	53600000	44	5.120	64qam	5
2	46000000	41	5.120	64qam	4
3	60200000	41	5.120	64qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	2.0	0	0	0	0
2	2.0	0	0	0	0
3	2.0	0	0	0	0

Network Log

Time Priority Description

24-02-2021 14:36:56	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:36:40	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:36:40	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:36:36	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:36:36	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:36:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:33:50	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:33:50	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:33:46	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:33:46	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:33:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:31:00	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:31:00	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:30:56	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:30:56	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:30:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:28:10	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:28:10	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:28:06	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24-02-2021 14:28:06	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	546000000	Locked
Ranged Upstream Channel(Hz)	53600000	Ranged
Provisioning State	Partial Service (US only)	Operational

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

12

Enabled

DOCSIS 3.0

CH7465LG_cm_res003_nowifi_v6-sip.bin

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

174499340

160000 bps

3044 bytes

12000 bps

174499339

256800000 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

174491149

160000 bps

3044 bytes

12000 bps

1522 bytes

Best Effort

174491146

25680000 bps

42600 bytes

0 bps

42600 bytes

Best Effort

[jbrennand]

What actual issues are you experiencing on your connection as a result of the error message/warning?

Its all looking a bit odd though - only 3 up channels, RS errors. Can you try this and see if it improves.
_____________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[Tudor]

Presume Partial Service (US only) does mean Upstream. Those error counts look bad, try a power cycle and post stats again. Also the upstream channels frequency is with the Digital TV frequency range so your problem is possibly noise ingress.

[Gareth_L]

Hello AnDublin

Sorry to read the above 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

[AnDublin · Accepted solution]

Final info, I hope it helps anyone who comes across the same issue.

I followed all recommendations (60-second reset to factory defaults, leave powered off and disconnected for 10 to 30 minutes, only one device connected by wire, no wifi, etc), no change.

After battling with first-level support, different days, different people, I finally got on who tested the upstream channels and agreed to send out a technician. However that was some days away (and still is).

A day or so passed, no change while waiting for the tech appointment, I decided to go with another provider who offers Fibre To The Home. I also called VM to give 30 days notice of cancellation, specifying problematic service, and price.

By coincidence (Or not?) a few hours later after notifying cancellation, my hub 3.0 reset the line, established 5 upstream channels instead of 3, and the T3 timeouts, which were being logged every 3 seconds, mysteriously ceased. All stable now for the last 24 hours. Downstream/Upstream rates are now as they should be, within a couple of Mb of nominal package speed.Logs, status, stored now so I have a reference to compare against if it all goes pear-shaped again.

Hmmm. Now debating whether I should stay with the  VM devil I know and Hub 3.0, or switch to FTTP for double the speed (supposedly) at half the price. Gigabox router. 

Any thoughts, anyone?

[Z92]

If you are out of contract, you might as well give the new provider a try, read the contract and you should be able to cancel within the 14-days cooling off period if you don't like it, but if you do then just cancel virgin and have both running for a month. 

Around here we have recently had VX Fibre cabling all the streets (with actual fibre cabling, unlike VM just installing ducting and then saying they are blocked when you attempt to have a cable pulled through it), plus offering free installation and 14 days "Try before you buy", but I've still got 9 months left on my contract so I'll wait. Considering the price for 1 GB with them is less than 100MB with Virgin (when my contract has expired) I'm tempted...