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OverwatchBear87
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Keep disconnecting whilst playing games online

So for the past few weeks, my wife and I have been trying to play games online together via Desktop PC's through an Ethernet connection direct to Hub 3.0. Broadband package is VIVID 100 Mb Fibre.

Having made several calls to the support team and engineer visit who checked the line, and replace our Hub 3.0, we keep disconnecting regularly.

Made another call to the support team who were unable to help further and are now sending back the engineer on Wednesday morning (2nd Jan 2019). I am getting a whole host of errors on the router:

  1. No Ranging Response received - T3 time-out
  2. SYNC Timing Synchronization failure - Loss of Sync
  3. RCS Partial Service;
  4. SW Upgrade Failed Before Download - Server not Present

Full Network log is here:

Date And TimeError NumberEvent Description
1970-01-01 00:01:36.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 10:45:43.0069010200SW Download INIT - Via Config file
2018-12-31 10:48:05.0069010900Disruption during SW download - Power Failure
2018-12-31 10:48:24.0069010200SW Download INIT - Via Config file
2018-12-31 10:49:57.0069010400SW Upgrade Failed Before Download - Server not Present
2018-12-31 11:27:29.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 11:38:18.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 11:38:18.0068010600DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 12:00:04.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 12:10:07.0069010200SW Download INIT - Via Config file
2018-12-31 12:11:41.0069010400SW Upgrade Failed Before Download - Server not Present
2018-12-31 15:17:17.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 15:17:24.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 15:18:31.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 15:20:16.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 15:25:47.0069010200SW Download INIT - Via Config file
2018-12-31 15:27:20.0069010400SW Upgrade Failed Before Download - Server not Present
2018-12-31 15:32:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-31 16:54:27.0069010200SW Download INIT - Via Config file
2018-12-31 16:56:01.0069010400SW Upgrade Failed Before Download - Server not Present

 

Upstream

Channel IDFrequency(Hz)ModePower(dBmV)ModulationChannel Bandwidth(Hz)Symbol Rate (ksps)
146200000ATDMA4264 qam64000005120
425800000ATDMA4216 qam64000005120
332600000ATDMA4264 qam64000005120
239400000ATDMA4264 qam64000005120

 

Downstream

ChannelFrequency(Hz)Power(dBmV)SNR(dB)ModulationChannel ID
15710000003.240.3256 qam21
25630000003.540.3256 qam20
35550000003.440.3256 qam19
45470000003.538.9256 qam18
55390000004.140.3256 qam17
65310000004.440.3256 qam16
75230000004.340.3256 qam15
85150000004.440.3256 qam14
95070000004.540.3256 qam13
104990000004.540.3256 qam12
114830000004.340.9256 qam10
124750000004.140.3256 qam9
134670000004.340.3256 qam8
144590000004.140.9256 qam7
154910000004.440.3256 qam11
166750000003.740.9256 qam30
176670000003.940.3256 qam29
186590000004.540.3256 qam28
19651000000540.3256 qam27
206430000004.440.3256 qam26
216350000003.940.3256 qam25
225950000003.240.3256 qam24
235870000002.940.3256 qam23
24579000000340.3256 qam22

 

Engineer apparently checked the connections and it was "fine".

Any ideas on what is going on? Should I be looking for a new provider other than Virgin Media?

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OverwatchBear87
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Re: Keep disconnecting whilst playing games online

Update

Engineers came back today and replaced socket into house. Had a 20 year old splitter that was outdated. Also replaced the terminal on the outside and went to the cabinet to change me to another port. No errors yet 2 hours in and no T3 Timeouts or RCS Partial Service yet. Signal has improved on channel 4 on downstream (SNR dB - 40.3) and Power (dBmV) has shot up across the board to between 7 and 9. 

Hopefully resolves issue, and will post in a few days or so to verify.

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OverwatchBear87
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Re: Keep disconnecting whilst playing games online

Update

Got 2 T3 Timeouts in the past 24 hours. Still getting the other error as well: SW Upgrade Failed Before Download - Server not Present

Whilst the connection has improved, its not error free and happy just yet.

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Re: Keep disconnecting whilst playing games online

Hi OverwatchBear87

I'm sorry to hear you are experiencing disconnections whilst playing online. I've sent you a private message (purple envelope, top right corner) for some additional information to help me look into this further for you.

Speak soon 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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