Virgin Media Community

[Toxyturvy]

Hi.

Currently looking for some advice, I have been having frequent drop outs for the past few weeks (started just before Christmas maybe). The SH3 will just seem to randomly lose internet access, then usually the WIFI light will come on solid green and the Internet light will be flashing green.

While this is happening I will lose external access, and also intermittently lose local access to the SH3 (runing internal and external ping to monitor the connection).

If I am able to login to the hub while this is happening, I can see on the Home page it reports either:

Internet: Access Denied

or

Internet: Partial Service(US Only)

Once this happens I find that sometimes a reboot of the hub will resolve it (but sometimes not).

The SH3 network logs show: the following when the issues are ocuring:

22/01/2021 14:45:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:45:12	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:40:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:40:12	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:35:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:35:14	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:29:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:28:39	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:22:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:22:39	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:18:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:18:17	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:13:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:13:22	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:07:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:07:40	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:04:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:04:0	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:56:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The connection has come back online again today since these logs were generated, but I have noticed the DS Power levels might be a little high over 10 (Power dBmV):

Downstream bonded channels

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

1	203000000	12.6	40	256 qam	9
2	211000000	12.4	40	256 qam	10
3	219000000	12.4	43	256 qam	11
4	227000000	12	40	256 qam	12
5	235000000	11.8	40	256 qam	13
6	243000000	11.6	40	256 qam	14
7	251000000	11.1	40	256 qam	15
8	259000000	11.5	40	256 qam	16
9	267000000	11.5	40	256 qam	17
10	275000000	11.4	40	256 qam	18
11	283000000	11.4	40	256 qam	19
12	291000000	11.1	40	256 qam	20
13	299000000	11.4	40	256 qam	21
14	307000000	11.3	40	256 qam	22
15	315000000	11.6	40	256 qam	23
16	323000000	11.9	40	256 qam	24
17	331000000	11.5	40	256 qam	25
18	371000000	11.9	40	256 qam	26
19	379000000	11.6	40	256 qam	27
20	387000000	11.5	40	256 qam	28
21	395000000	11.1	40	256 qam	29
22	403000000	10.9	40	256 qam	30
23	411000000	10.8	40	256 qam	31
24	419000000	10.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	4	0
2	Locked	40.9	7	0
3	Locked	43.3	6	0
4	Locked	40.9	6	0
5	Locked	40.9	7	0
6	Locked	40.9	7	0
7	Locked	40.9	2	0
8	Locked	40.9	7	0
9	Locked	40.9	10	0
10	Locked	40.9	7	0
11	Locked	40.9	4	0
12	Locked	40.3	10	0
13	Locked	40.3	19	0
14	Locked	40.9	7	0
15	Locked	40.9	7	0
16	Locked	40.3	21	0
17	Locked	40.9	2	0
18	Locked	40.9	0	0
19	Locked	40.9	5	0
20	Locked	40.9	1	0
21	Locked	40.9	7	0
22	Locked	40.3	5	0
23	Locked	40.9	3	0
24	Locked	40.9	1	0

Could this be part of the reason I am having issues?

I have spoke with Virgin support this week, was told they would be sending me a new router today, however this hasnt arrived and now they tell me it should arrive by Tuesday next week, but I am not sure if this will make much difference.

Can anyone advise?

Kind regards

Matt

[-tony- · Accepted solution]

downstream power levels are too high  +10 is the max - thats not going to help - you need a tech to sort that

worth posting the upstream levels 

as to a new hub - thats not going to help - you have just got fault finding fix number one - send out a new hub!

[Toxyturvy]

Hi Tony.

Thats was my thought but glad you confirmed that too.

Here are the Upstream Details for good measure:

Upstream bonded channels

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

1	25799985	36.8	5120	64 qam	4
2	46200000	38.3	5120	64 qam	1
3	32600000	37.5	5120	64 qam	3
4	39400000	38	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

I think these look ok from what I have read.

Matt

[-tony-]

as you say upstream is fine - ring it in and book a tech - dont get involved just tell them its faulty