on 13-12-2021 10:14
I've just had my hub 3 replaced with another hub 3 but I constantly lose connection. The engineer said the hub was old and replaced it not 3 days ago but I still have issues. When I talk to Virgin customer services they are rude and tell me nothing is wrong.
My network log keeps indicating:
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Please can someone help.
Also, I have a attenuator (but not sure what this does).
These are the stats:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 44.5 | 5120 | 64 qam | 1 |
2 | 39399995 | 43 | 5120 | 64 qam | 4 |
3 | 53700000 | 44 | 5120 | 64 qam | 2 |
4 | 46200000 | 43.3 | 5120 | 64 qam | 3 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 7.5 | 40 | 256 qam | 25 |
2 | 203000000 | 7.8 | 40 | 256 qam | 9 |
3 | 211000000 | 7.4 | 40 | 256 qam | 10 |
4 | 219000000 | 7.3 | 40 | 256 qam | 11 |
5 | 227000000 | 7.1 | 40 | 256 qam | 12 |
6 | 235000000 | 7.1 | 40 | 256 qam | 13 |
7 | 243000000 | 6.9 | 40 | 256 qam | 14 |
8 | 251000000 | 6.8 | 40 | 256 qam | 15 |
9 | 259000000 | 6.9 | 40 | 256 qam | 16 |
10 | 267000000 | 7 | 40 | 256 qam | 17 |
11 | 275000000 | 7 | 40 | 256 qam | 18 |
12 | 283000000 | 7 | 40 | 256 qam | 19 |
13 | 291000000 | 7.1 | 40 | 256 qam | 20 |
14 | 299000000 | 7.3 | 40 | 256 qam | 21 |
15 | 307000000 | 7.4 | 40 | 256 qam | 22 |
16 | 315000000 | 7.5 | 40 | 256 qam | 23 |
17 | 323000000 | 7.5 | 40 | 256 qam | 24 |
18 | 339000000 | 7.8 | 40 | 256 qam | 26 |
19 | 347000000 | 7.5 | 40 | 256 qam | 27 |
20 | 355000000 | 7.4 | 40 | 256 qam | 28 |
21 | 363000000 | 7 | 40 | 256 qam | 29 |
22 | 371000000 | 6.5 | 40 | 256 qam | 30 |
23 | 379000000 | 5 | 37 | 256 qam | 31 |
24 | 387000000 | 3 | 36 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 13927 | 45854 |
2 | Locked | 40.9 | 8608 | 26816 |
3 | Locked | 40.9 | 8491 | 27300 |
4 | Locked | 40.3 | 13175 | 29011 |
5 | Locked | 40.3 | 8243 | 27190 |
6 | Locked | 40.9 | 8332 | 40595 |
7 | Locked | 40.3 | 8271 | 41725 |
8 | Locked | 40.9 | 8451 | 35759 |
9 | Locked | 40.9 | 8057 | 37223 |
10 | Locked | 40.9 | 8225 | 38547 |
11 | Locked | 40.3 | 7920 | 44513 |
12 | Locked | 40.9 | 7894 | 41714 |
13 | Locked | 40.9 | 7978 | 42460 |
14 | Locked | 40.3 | 7980 | 45240 |
15 | Locked | 40.3 | 7800 | 46707 |
16 | Locked | 40.3 | 7813 | 46704 |
17 | Locked | 40.3 | 7705 | 42615 |
18 | Locked | 40.9 | 7732 | 31274 |
19 | Locked | 40.9 | 7503 | 43079 |
20 | Locked | 40.3 | 7444 | 41359 |
21 | Locked | 40.3 | 7206 | 40408 |
22 | Locked | 40.3 | 7248 | 50237 |
23 | Locked | 37.3 | 7534 | 52969 |
24 | Locked | 36.6 | 14179 | 47444 |
on 13-12-2021 16:50
on 14-12-2021 08:35
Thanks John
This occurred after the Virgin Engineer replaced the hub and check all connections. All are tight but he did make reference to a lot of noise on the line which he said he'd fixed. Now I'm getting the following:
14/12/2021 06:45:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Are these the upstream tables?
1 | 60300000 | 44.5 | 5120 | 64 qam | 1 |
2 | 39400000 | 43 | 5120 | 64 qam | 4 |
3 | 53700000 | 44 | 5120 | 64 qam | 2 |
4 | 46200000 | 43.5 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Thanks for the help.
Justin
on 14-12-2021 09:26
on 16-12-2021 14:51
Hi @ jnralph thanks for your post and really sorry to hear you're still having connectivity issues.
All of the information that @jbrennand has previously provided is correct, but judging from your account that I've just checked I can still see some issues with the downstream which would require another technician visit.
I'll send you a PM now so I can get you some more help in a private space!
Cheers
on 20-12-2021 14:30
Hi @jnralph, thanks for your PM clarifying your details.
It's come to light over the weekend that your problem is very likely related to something we can resolve behind the scenes.
We may still need to arrange a technician but first, I'll be raising a ticket which will be assigned to our IT Team.
As soon as this resolved, I'll message you again and we'll see if things have picked up or we need to get a technician to you.
Please let me know if you need anything further in the meantime though.
Cheers
on 27-12-2021 17:53
The problem still exists:
25/12/2021 20:43:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/12/2021 20:36:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/12/2021 07:49:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 29-12-2021 18:21
Hi @jnralph
Thanks for coming back to us. I am sorry it's not resolved. The IT issue is still being looked at but you do need a tech regardless. I'll send you a PM now.
Best
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on 29-12-2021 20:27
Thanks. T3 timeouts are getting worse
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 150 | 0 |
I will respond to PM
on 30-12-2021 12:47
Hi @jnralph
Thanks for joining me on PM. Just to confirm, the engineer visit has been booked. This can be tracked and re-arranged in your online account
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Best
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