Virgin Media Community

[Brucemcl]

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;

[jbrennand · Accepted solution]

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.

[Corey_C]

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