on 01-04-2022 13:43
Hi, I a having intermittent connectivity issues which seem to be associated with T3 time-out errors on the hub, please can you take a look at the log data below and let me know if I need an engineer visit or if the problem can be resolved by some other means?
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 458250000 | 1.2 | 38 | 256 qam | 13 |
2 | 426250000 | 1.7 | 38 | 256 qam | 9 |
3 | 434250000 | 1.5 | 38 | 256 qam | 10 |
4 | 442250000 | 1.5 | 38 | 256 qam | 11 |
5 | 450250000 | 1.4 | 38 | 256 qam | 12 |
6 | 466250000 | 1.4 | 38 | 256 qam | 14 |
7 | 474250000 | 1.5 | 40 | 256 qam | 15 |
8 | 482250000 | 1.5 | 38 | 256 qam | 16 |
9 | 490250000 | 1.4 | 38 | 256 qam | 17 |
10 | 498250000 | 1.2 | 40 | 256 qam | 18 |
11 | 506250000 | 1.2 | 38 | 256 qam | 19 |
12 | 514250000 | 1 | 38 | 256 qam | 20 |
13 | 522250000 | 1 | 38 | 256 qam | 21 |
14 | 530250000 | 0.7 | 38 | 256 qam | 22 |
15 | 538250000 | 0.7 | 40 | 256 qam | 23 |
16 | 546250000 | 0.7 | 38 | 256 qam | 24 |
17 | 554250000 | 0.5 | 38 | 256 qam | 25 |
18 | 562250000 | 0.5 | 38 | 256 qam | 26 |
19 | 570250000 | 0.5 | 38 | 256 qam | 27 |
20 | 578250000 | 0.5 | 38 | 256 qam | 28 |
21 | 586250000 | 0.9 | 38 | 256 qam | 29 |
22 | 594250000 | 1.2 | 40 | 256 qam | 30 |
23 | 602250000 | 1 | 38 | 256 qam | 31 |
24 | 610250000 | 1.2 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.9 | 393 | 518 |
2 | Locked | 38.6 | 439 | 1194 |
3 | Locked | 38.9 | 414 | 878 |
4 | Locked | 38.6 | 434 | 1700 |
5 | Locked | 38.9 | 371 | 1497 |
6 | Locked | 38.9 | 1950 | 1296 |
7 | Locked | 40.3 | 1883 | 1019 |
8 | Locked | 38.9 | 1945 | 1048 |
9 | Locked | 38.9 | 1969 | 1729 |
10 | Locked | 40.3 | 2172 | 1328 |
11 | Locked | 38.9 | 2235 | 1027 |
12 | Locked | 38.9 | 2416 | 1311 |
13 | Locked | 38.6 | 1912 | 1515 |
14 | Locked | 38.9 | 1959 | 1289 |
15 | Locked | 40.3 | 1896 | 1111 |
16 | Locked | 38.9 | 1844 | 1374 |
17 | Locked | 38.9 | 1696 | 1041 |
18 | Locked | 38.9 | 1774 | 1329 |
19 | Locked | 38.9 | 1736 | 1563 |
20 | Locked | 38.6 | 2715 | 1697 |
21 | Locked | 38.9 | 2730 | 1327 |
22 | Locked | 40.3 | 1674 | 1406 |
23 | Locked | 38.9 | 1572 | 1470 |
24 | Locked | 38.9 | 936 | 913 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 51 | 5120 | 64 qam | 3 |
2 | 39399976 | 51 | 5120 | 64 qam | 2 |
3 | 25799908 | 51 | 5120 | 64 qam | 4 |
4 | 46200000 | 51 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 668 | 0 |
3 | ATDMA | 0 | 0 | 590 | 0 |
4 | ATDMA | 0 | 0 | 639 | 0 |
Network Log
Time | Priority | Description |
01/04/2022 13:03:10 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 12:04:1 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 11:10:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 10:44:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 10:43:17 | 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; |
01/04/2022 09:48:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 09:37:30 | 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; |
01/04/2022 09:18:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 09:18:2 | 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; |
01/04/2022 09:14:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 09:14:3 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 09:14:3 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:54:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:54:7 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:54:7 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:54:7 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:54:7 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:29:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:13:42 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2022 08:13:42 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
01-04-2022 15:34 - edited 01-04-2022 15:36
Yes your Up channels seem to be struggling - power levels are all at the top of the recommended range <51dBmV and too mahy T3's -- and logs look awful - it will need a Tech visit to sort out - try calling it in or a VM person will respond in a day or so on here.
You could also try a pinhole reset as a last resort - do it this way and see if anything improves.
First 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 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker.
01-04-2022 15:34 - edited 01-04-2022 15:36
Yes your Up channels seem to be struggling - power levels are all at the top of the recommended range <51dBmV and too mahy T3's -- and logs look awful - it will need a Tech visit to sort out - try calling it in or a VM person will respond in a day or so on here.
You could also try a pinhole reset as a last resort - do it this way and see if anything improves.
First 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 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker.
on 02-04-2022 12:26
Thanks for your post and welcome to the Community Forums, Brucemcl,
Sorry to hear that you have been having connection issues. Our systems show that there is a tech visit already booked for you.
You can view and manager your appointments here: https://www.virginmedia.com/help/book-an-engineer
Let us know if you need any further help.
Cheers,
Corey C