Virgin Media Community

[Kevin4SW]

Hi,

I've been having issues with my internet dropping, can somebody in Virgin Media please help.

24-02-2022 17:21:00	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
21-02-2022 18:09:20	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
21-02-2022 15:23:24	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
18-02-2022 06:04:48	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
18-02-2022 06:03:54	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
14-02-2022 18:00:44	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
14-02-2022 16:18:28	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
11-02-2022 06:00:44	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
11-02-2022 04:37:49	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
07-02-2022 17:56:24	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
07-02-2022 17:35:35	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
04-02-2022 05:50:32	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
04-02-2022 02:48:00	critical	No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

A scattering of T3 timeouts is not unusual, and the frequency shown would not indicate an obvious fault.  Suggest you post the Downstream and Upstream data as well, as it might be a noise or power problem, but a description of the problem you experience would help as well.

[Kevin4SW]

Hi Andrew,

Thanks for the reply. My problem is broadband just seems to 'drop' I'll be accessing a website & it just freezes, I tend to then wireless 'hop' between the 2.4ghz & 5ghz networks to see if it will come back, can last from 30secs to 10mins.

Downstream bonded channels

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

1	482000000	7	40	256qam	14
2	182000000	8	40	256qam	2
3	190000000	7	38	256qam	3
4	198000000	9	40	256qam	4
5	206000000	8	40	256qam	5
6	214000000	9	40	256qam	6
7	222000000	8	40	256qam	7
8	230000000	9	40	256qam	8
9	238000000	9	40	256qam	9
10	258000000	8	40	256qam	11

Upstream bonded channels

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

1	32800000	40	5.120	64qam	2
2	60200000	39	5.120	64qam	6
3	53600000	38	5.120	64qam	5
4	46000000	39	5.120	64qam	4
5	39400000	40	5.120	64qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	2.0	0	0	149	0
2	2.0	0	0	133	0
3	2.0	0	0	129	0
4	2.0	0	0	155	0
5	2.0	0	0	144	0

[Natalie_L]

Hi Kevin4SW 

Welcome to the Community and thank you for posting. 

I am sorry to hear you have been experiencing drop outs with the broadband service, I appreciate this can be frustrating. 

Thank you for providing the information from the Hub for us to review. Can you please confirm if you have an active Broadband Quality Monitor?  If so, could you please provide the live link and we will take a look?

Thanks 

[Kevin4SW]

Hi Nat,

Unfortunately I don't have an active Broadband Quality Monitor.

[Steven_L]

Thanks for coming back to us @Kevin4SW, I have tried to look into this but have unable to locate you on our system.

I'm happy to take a further look into this for you but would need to take a few details via private message, so that we can locate your account and pass security.

Please look out for my message and we can get started.

Regards,

Steven_L