on 19-10-2020 11:43
Hi
I had Virgin BB installed last wed and it has been dropping the connection (to all devices, wired or not!) around 4 times a day and it is driving us crazy. I have just discovered the Hubs Error Log, and can see that the error is as per the title above. From reading posts about this seemingly common issue, it seems I need an engineer visit...which is rather disappointing less than a week after install. I wondered what the procedure was for arranging one please?
Many Thanks In Advance.
Answered! Go to Answer
on 19-10-2020 20:55
Thanks for this, Your network log is stuffed with T3 timeouts that are often a cause of trouble, and your upstream data looks like a problem, because one channel is dropping back to 32 QAM. Upstream problems are often intermittent, so don't get fobbed off with *all good from our side".
I'll flag for our forum staff to respond. Could take a while, better than trying to phone.
on 19-10-2020 11:49
Well, you can phone in (150 on a VM landline) but the company are still wiped out by Covid related problems, so you may get lucky, or you may have the worst telephone experience of your life. After nine months that's unimpressive, but that is how it is. If you're prepared to be patient, this forum is wonderful enclave of help and civility, and helpful, UK based VM staff will get round to your post, but that will take a while because this isn't "first line response", nor a pseudo-chat service.
To help get this sorted, go back to where you found the network log, and you'll find five status tabs. Can you copy and paste (as text, not screenshots) the contents of each of the three tabs titled Downstream, Upstream and Network log for us as replies here. You may have to press Post twice with the Network log, that's normal.
In terms of is this usual with new connections, generally no. It happens sometimes, but in 99.99% of cases it can and will be fixed.
on 19-10-2020 18:07
1 | 267000000 | 1.7 | 40 | 256 qam | 17 |
2 | 275000000 | 2 | 40 | 256 qam | 18 |
3 | 283000000 | 2.5 | 40 | 256 qam | 19 |
4 | 291000000 | 2.4 | 40 | 256 qam | 20 |
5 | 299000000 | 2.4 | 40 | 256 qam | 21 |
6 | 307000000 | 2.2 | 40 | 256 qam | 22 |
7 | 315000000 | 2 | 40 | 256 qam | 23 |
8 | 323000000 | 2 | 40 | 256 qam | 24 |
9 | 331000000 | 2.2 | 40 | 256 qam | 25 |
10 | 371000000 | 1.5 | 40 | 256 qam | 26 |
11 | 379000000 | 1.5 | 40 | 256 qam | 27 |
12 | 387000000 | 1.2 | 40 | 256 qam | 28 |
13 | 395000000 | 1.2 | 40 | 256 qam | 29 |
14 | 403000000 | 1.4 | 40 | 256 qam | 30 |
15 | 411000000 | 1.5 | 40 | 256 qam | 31 |
16 | 419000000 | 1.4 | 40 | 256 qam | 32 |
17 | 427000000 | 1.2 | 40 | 256 qam | 33 |
18 | 435000000 | 1 | 40 | 256 qam | 34 |
19 | 443000000 | 0.5 | 40 | 256 qam | 35 |
20 | 451000000 | 1 | 40 | 256 qam | 36 |
21 | 459000000 | 0.7 | 40 | 256 qam | 37 |
22 | 467000000 | 0.7 | 40 | 256 qam | 38 |
23 | 475000000 | 0.5 | 40 | 256 qam | 39 |
24 | 483000000 | 0.5 | 40 | 256 qam | 40 |
1 | Locked | 40.3 | 173 | 0 |
2 | Locked | 40.3 | 237 | 0 |
3 | Locked | 40.3 | 221 | 0 |
4 | Locked | 40.9 | 361 | 0 |
5 | Locked | 40.3 | 492 | 0 |
6 | Locked | 40.3 | 487 | 0 |
7 | Locked | 40.9 | 531 | 0 |
8 | Locked | 40.3 | 580 | 0 |
9 | Locked | 40.3 | 721 | 0 |
10 | Locked | 40.3 | 1149 | 0 |
11 | Locked | 40.9 | 1416 | 0 |
12 | Locked | 40.3 | 2105 | 0 |
13 | Locked | 40.3 | 2429 | 0 |
14 | Locked | 40.3 | 2592 | 0 |
15 | Locked | 40.3 | 2835 | 0 |
16 | Locked | 40.3 | 3187 | 0 |
17 | Locked | 40.9 | 3256 | 0 |
18 | Locked | 40.3 | 3670 | 0 |
19 | Locked | 40.9 | 4374 | 0 |
20 | Locked | 40.3 | 4456 | 0 |
21 | Locked | 40.3 | 4146 | 0 |
22 | Locked | 40.3 | 3962 | 0 |
23 | Locked | 40.3 | 4301 | 0 |
24 | Locked | 40.3 | 4108 | 0 |
on 19-10-2020 18:07
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400244 | 4.925 | 5120 | 64 qam | 2 |
2 | 32600078 | 4.875 | 5120 | 64 qam | 3 |
3 | 25800166 | 4.775 | 5120 | 32 qam | 4 |
4 | 46199907 | 5 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 19-10-2020 18:08
19/10/2020 17:46:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 15:17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 11:35:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/10/2020 06:33:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:37:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:36:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 22:30:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 21:37:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 20:50:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 14:50:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/10/2020 14:50:42criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 23:48:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 23:14:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 19:04:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 08:32:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/10/2020 07:42:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 22:30:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 22:29:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 19:41:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/10/2020 15:19:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 19-10-2020 18:09
Thanks for the reply. I hope my copy and pasting has worked ok.
Let me know if anything else is required, and thanks for your help.
on 19-10-2020 20:55
Thanks for this, Your network log is stuffed with T3 timeouts that are often a cause of trouble, and your upstream data looks like a problem, because one channel is dropping back to 32 QAM. Upstream problems are often intermittent, so don't get fobbed off with *all good from our side".
I'll flag for our forum staff to respond. Could take a while, better than trying to phone.
on 20-10-2020 12:01
Much appreciated 😀
on 27-10-2020 10:00
Hi Jasonhomer,
Really sorry you're having these issues, it's not good at all.
I've had a little look at the back end of things and there are a few errors popping up, but the hub has also been up quite some time.
Can you reboot the hub for me first and let me know when this has been done, if the errors don't clear then we'll need to look at booking a visit.
Thanks.
on 28-10-2020 17:29
Hi
Thanks for the reply.
Yes I have rebooted the hub, but it is still dropping out several times a day.
It does in fact sometimes drop out but not report the incident in the Routers Log too!
Please arrange an engineer visit
Many Thanks.