Virgin Media Community

[cneeson467]

Hi all,

I've been having frequent drop outs of my 200mb line for around 2 months now. Had an engineer out who replaced the hub but it didn't help our problem. Inspecting the network logs on the hub show the readouts below.

Very frustrating problem as we use the line for work, hoping someone from the support team can shed some light.

Network Log

Time Priority Description

10/04/2022 08:27:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 08:21:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 08:19:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 06:40:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 03:03:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 22:34:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 21:56:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 17:23:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 09:53:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 08:25:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 08:03:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 07:57:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 07:54:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 21:11:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 18:51:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 11:21:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 11:19:52	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 11:19:52	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 11:16:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 11:15:38	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	3.5	40	256 qam	25
2	203000000	5	40	256 qam	9
3	211000000	4.9	40	256 qam	10
4	219000000	4.8	40	256 qam	11
5	227000000	4.5	40	256 qam	12
6	235000000	4.5	40	256 qam	13
7	243000000	4	40	256 qam	14
8	251000000	4.1	40	256 qam	15
9	259000000	4.3	40	256 qam	16
10	267000000	4.1	40	256 qam	17
11	275000000	3.9	40	256 qam	18
12	283000000	3.9	40	256 qam	19
13	291000000	3.9	40	256 qam	20
14	299000000	4	40	256 qam	21
15	307000000	3.7	40	256 qam	22
16	315000000	3.4	40	256 qam	23
17	323000000	3.2	40	256 qam	24
18	339000000	3.2	40	256 qam	26
19	347000000	3	40	256 qam	27
20	355000000	2.5	40	256 qam	28
21	363000000	2.5	40	256 qam	29
22	371000000	2.7	40	256 qam	30
23	379000000	2.5	40	256 qam	31
24	387000000	2.2	40	256 qam	32

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200000	44	5120	64 qam	3
2	32600000	42	5120	64 qam	5
3	39400000	44.5	5120	64 qam	4
4	53700000	43	5120	64 qam	2

Thanks,
Craig

[Tudor]

Please post the rest of the stats.

[cneeson467]

Thanks for your reply! Ah sorry I can't edit the original post, here are the full stats from the hub. If there is anything more specific you need please let me know

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	4	40	256 qam	25
2	203000000	5.8	40	256 qam	9
3	211000000	5.5	40	256 qam	10
4	219000000	5.5	40	256 qam	11
5	227000000	5.1	40	256 qam	12
6	235000000	5	40	256 qam	13
7	243000000	4.6	40	256 qam	14
8	251000000	4.8	40	256 qam	15
9	259000000	4.9	40	256 qam	16
10	267000000	4.6	40	256 qam	17
11	275000000	4.5	40	256 qam	18
12	283000000	4.4	40	256 qam	19
13	291000000	4.4	40	256 qam	20
14	299000000	4.5	40	256 qam	21
15	307000000	4.1	40	256 qam	22
16	315000000	3.7	40	256 qam	23
17	323000000	3.7	40	256 qam	24
18	339000000	3.7	38	256 qam	26
19	347000000	3.4	40	256 qam	27
20	355000000	3	40	256 qam	28
21	363000000	2.9	38	256 qam	29
22	371000000	3.2	40	256 qam	30
23	379000000	2.9	38	256 qam	31
24	387000000	2.5	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	35530	13721
2	Locked	40.3	75121	34059
3	Locked	40.3	72495	32021
4	Locked	40.3	68928	29664
5	Locked	40.3	66141	27955
6	Locked	40.9	61296	26491
7	Locked	40.3	57391	24842
8	Locked	40.3	53744	23117
9	Locked	40.3	52391	21813
10	Locked	40.3	56668	20227
11	Locked	40.3	48659	19349
12	Locked	40.9	43998	18387
13	Locked	40.9	40952	17237
14	Locked	40.3	39324	16427
15	Locked	40.3	38029	16041
16	Locked	40.3	36940	15367
17	Locked	40.9	36987	14977
18	Locked	38.9	35409	13541
19	Locked	40.3	33138	12912
20	Locked	40.3	32978	12447
21	Locked	38.9	31495	12416
22	Locked	40.9	29734	12044
23	Locked	38.9	28786	11502
24	Locked	40.3	26524	11362

[cneeson467]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200000	42.3	5120	64 qam	3
2	32600000	39.8	5120	64 qam	5
3	39400000	40	5120	64 qam	4
4	53700000	41	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	42	0
2	ATDMA	0	0	138	0
3	ATDMA	0	0	12	0
4	ATDMA	0	0	4	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	DHSUBsgvca69834ncxv987325

Primary Downstream Service Flow

SFID	16719
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16718
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[cneeson467]

Network Log

Time Priority Description

10/04/2022 18:28:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 18:10:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 16:43:46	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 16:43:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 08:27:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 08:21:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 08:19:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 06:40:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 03:03:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 22:34:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 21:56:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 17:23:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Too many upstream T3s and large number of downstream Pre an Post errors. Unfortunately because these figures are accumulative since the hub was last power cycled we need to find out the current situation. So please turn off your hub for a minute and then turn it on, this will reset the counters. Next after say 2 hours post a new full set of stats, we can then see if the figures are too high.

[Jodi_S]

Hi cneeson467,

A warm welcome and thanks for posting. Sorry to see that you're currently experiencing issues with our internet services again. You advised you've had a hub replacement but this has not resolved the frequent drop out issue. 

We have checked the systems form our end this morning and can see that you are experiencing short term connectivity issues. 

I have raised a fault ticket on your behalf regarding this issue. It has advised this issue should be resolved in the next 24 hours, however, if you're still experiencing issues after this time, please come back to us. 

Kind regards Jodi.