Virgin Media Community

[captaincomedy]

Hi,

I keep getting this and after an engineer visit, a new router and cab check I'm still no better off.

What is going on here?

13/08/2021 10:15:52 critical Received 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;
13/08/2021 10:11:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:59 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:59 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:40 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:40 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:28 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:11:28 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 10:10:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5.4 38 256 qam 9
2 139000000 8.9 38 256 qam 1
3 147000000 8.8 38 256 qam 2
4 155000000 8.5 38 256 qam 3
5 163000000 7.6 38 256 qam 4
6 171000000 7.3 38 256 qam 5
7 179000000 6.8 38 256 qam 6
8 187000000 6.5 38 256 qam 7
9 195000000 6 38 256 qam 8
10 211000000 5.1 38 256 qam 10
11 219000000 5 38 256 qam 11
12 227000000 5 38 256 qam 12
13 235000000 4.8 38 256 qam 13
14 243000000 4.4 38 256 qam 14
15 251000000 3.9 38 256 qam 15
16 259000000 4 37 256 qam 16
17 267000000 3.9 37 256 qam 17
18 275000000 4 38 256 qam 18
19 283000000 4 38 256 qam 19
20 291000000 4 38 256 qam 20
21 299000000 3.7 37 256 qam 21
22 307000000 4 38 256 qam 22
23 315000000 3.7 38 256 qam 23
24 323000000 3.5 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 4 0
2 Locked 38.9 5 0
3 Locked 38.9 4 0
4 Locked 38.9 4 0
5 Locked 38.6 0 0
6 Locked 38.6 0 0
7 Locked 38.9 5 0
8 Locked 38.6 7 0
9 Locked 38.6 4 0
10 Locked 38.6 5 0
11 Locked 38.9 5 0
12 Locked 38.6 5 0
13 Locked 38.6 5 0
14 Locked 38.6 5 0
15 Locked 38.6 8 0
16 Locked 37.6 12 0
17 Locked 37.6 4 0
18 Locked 38.6 6 0
19 Locked 38.9 4 0
20 Locked 38.6 4 0
21 Locked 37.6 5 0
22 Locked 38.9 6 0
23 Locked 38.9 6 0
24 Locked 38.6 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 41.8 5120 32 qam 3
2 53700449 42.3 5120 32 qam 2
3 60300000 42.8 5120 32 qam 1
4 39400000 41.5 5120 32 qam 4

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

[lotharmat]

Downstream spread of Power looks to be too high! (3.5 --> 8.9)

I'd say that the tech hasn't done his / her job properly! - You need quite a tight range of power for DOCSIS connections to work well!

[Adduxi]

---

@captaincomedy wrote:

Hi,

I keep getting this and after an engineer visit, a new router and cab check I'm still no better off.

What is going on here?

<snip>

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 41.8 5120 32 qam 3
2 53700449 42.3 5120 32 qam 2
3 60300000 42.8 5120 32 qam 1
4 39400000 41.5 5120 32 qam 4

---

Looks like you have a noisy upstream connection as noted by the 32 QAM above.   That should be 64 QAM and will need VM to fix it.

[captaincomedy]

ok thanks very much both I'll speak with Virgin in a bit

happy friday!

[Ayisha_B]

Hi @captaincomedy,

Welcome to our Community Forums and thanks for posting. 

Sorry to hear you are having some issues with your service. I have checked your account and can see there is currently a SNR (Signal to Noise Ratio) outage impacting your area. This has been raised under Fault Reference F009217917 and the current estimated time of fix is 19 AUG 2021 12:25.

You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I do also note that there are some problems with your signal levels which will require a technician to correct. We are unable to raise a work order until the area issue has cleared. I will keep an eye on your account and once the outage has been verified as resolved, I will follow up with you to get a visit arranged. 

Thank you

[captaincomedy]

Hi there,

many thanks for this, I know the area fault won't correct my issue so glad you are offering to wait.

Many thanks

[Ayisha_B]

Hi @captaincomedy,

Just following up, unfortunately the outage is not due to be resolved by 31 AUG 2021 09:00 now so I will reach back out then. The estimated time is subject to change. 

We do apologise for any inconvenience caused. 

[Ayisha_B]

Hi @captaincomedy,

Good news, the outage has been resolved. 

I will pop you a PM now so we can get a technician visit arranged so the downstream power levels can be corrected.

Hope to hear from you soon 🙂

[Ayisha_B]

Hi @captaincomedy,

Thanks for confirming the details as requested via PM.

I have booked the first available appointment for you. Please log into your online account for confirmation of the date and time. If this is unsuitable, you will be given the option to re-schedule. 

Let us know how the visit goes 🙂 

[captaincomedy]

Many thanks for such a quality customer experience Ayisha, it's a shame the telephone cs isn't as good as the forums.

Will post an update when the engineer comes