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T3 Timeouts and temporary dropping of connection

I've had this problem for a while but it's happening more often (seems to be daily at least)

Basically there is a total loss of internet connectivity that coincides with a log full of error messages (usually T3 timeouts but not always)

I haven't found Virgin support helpful when I've called in the past (but intermittent problems are the hardest to fix)

I'll post my logs below - do I keep chasing support? Whilst my connection only drops for a few minutes it's annoying if you are on a video conference call or watching a streaming movie.

Thanks

 

18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
18/06/2020 16:54:23 GMT 18/06/2020 16:54:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 195000000 139000000 147000000 155000000 163000000 171000000 179000000 187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 8 1 2 3 4 5 6 7
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -0.24 -1.42 -1.90 -4.21 -4.86 0.10 -0.15 -0.01
RxMER (dB) 37.09 37.09 35.60 36.39 35.42 38.26 37.94 38.98
Pre RS Errors 39956 23827 83417 281842 17950 1247 711 1000
Post RS Errors 1123 790 947 13087 926 944 649 928


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 1 N/A N/A N/A
Frequency (Hz) 46200000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 64QAM N/A N/A N/A
Symbol Rate (Sym/sec) 5120000 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level (dBmV) 57.00 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 92 0 0 0
T4 Timeouts 0 0 0 0

 

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Re: T3 Timeouts and temporary dropping of connection

Upstream connection is broken - only one channel, and that's got too high power levels.  Downstream power level is disproportionately low on one channel.

Potentially noise on your upstream connection, this will probably need a technician visit to fix.  You can try phoning the problem in (if you're an incorrigible optimist), otherwise hold on here until the forum staff can pick this up and advise, which can take up to a few days.

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Re: T3 Timeouts and temporary dropping of connection

Hi cleverfiend,

 

I'm sorry to see that you've been having some difficulties with your broadband service.

 

I appreciate you mentioning that this issue has gone on for a while now, but can you confirm if there have been any improvements since posting? If you're still having problems, just let me know and I'll get an engineer appointment booked in for you.

 

Many thanks,

 

Beth

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Re: T3 Timeouts and temporary dropping of connection

Hi Beth

They seem to be daily occurrences - the Superhubs log shows the last one yesterday (unfortunately it can't capture enough information to see beyond that) but I certainly experience them on a regular basis!

An engineer visit might be the best resolution 🙂

21/06/2020 17:27:55 GMT21/06/2020 17:27:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/06/2020 17:27:55 GMT21/06/2020 17:27:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/06/2020 17:27:55 GMT21/06/2020 17:27:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Re: T3 Timeouts and temporary dropping of connection

Hi cleverfiend,

 

Thanks for coming back to me so quickly 🙂

 

Okay - I've booked you in with the next available engineer appointment. Please log into your online account here: virg.in/myVM to view your allocated time slot. This can rearranged from your online account if the time slot booked isn't suitable for you.

 

Let me know if there's anything else you need from there.

 

Kind regards,

 

Beth

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