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T3 time-outs and Post RS Errors

Green_
Joining in

Good afternoon everyone,

I've been affected by some broadband issues recently. Websites refuse to load and zoom calls do not connect. Speed tests also get long timeouts.

In the router logs I see a big amount of Post RS Errors and T3 time-outs. I tried to reboot the router but it didn't help.

Can anybody from the Virgin Media team help me?

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1174000000-638256qam1
2182000000-538256qam2
3190000000-538256qam3
4198000000-538256qam4
5206000000-538256qam5
6214000000-538256qam6
7222000000-538256qam7
8230000000-538256qam8
9238000000-538256qam9
10251000000-540256qam10
11259000000-540256qam11
12474000000-538256qam12
13482000000-538256qam13
14490000000-538256qam14
15498000000-538256qam15
16506000000-538256qam16
17514000000-538256qam17
18522000000-438256qam18
19530000000-538256qam19
20538000000-538256qam20
21546000000-538256qam21
22554000000-538256qam22
23722000000-537256qam23
24730000000-537256qam24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.98381541542292815
2Locked38.98378936966196774
3Locked38.98379028004106263
4Locked38.60574088277213951
5Locked38.98379053490131371
6Locked38.60578978284143603
7Locked38.98378903839224596
8Locked38.98378225029212598
9Locked38.98374643737226231
10Locked40.36679205560101762
11Locked40.3667923229074985
12Locked38.60579213464686
13Locked38.983791513511494
14Locked38.60579330756598
15Locked38.60579331784181
16Locked38.6057935765839
17Locked38.6057935844642
18Locked38.6057938173755
19Locked38.6057940378255
20Locked38.6057940459965
21Locked38.6057940501641
22Locked38.6057942593227
23Locked37.3567942604037
24Locked37.6367940481135

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
132800000525.12064qam9
239400000525.12064qam10

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
12.00010
22.00010

 

Network Log
Time Priority Description
12-04-2022 12:43:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12-04-2022 12:38:52warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:23noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12-04-2022 12:17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12-04-2022 11:48:47warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12-04-2022 11:35:19warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:23noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11-04-2022 20:50:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11-04-2022 11:42:17warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11-04-2022 10:47:30critical
1 ACCEPTED SOLUTION

Accepted Solutions

Hi @Green_,

Thank you for reaching back out to me via private message. As discussed, if you're based in Ireland then it'd be best to reach out to the Virgin Media Ireland team as we're only able to assist with UK based customers from here.

You can find all of Virgin Media Ireland's contact information here.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


See where this Helpful Answer was posted

5 REPLIES 5

nodrogd
Very Insightful Person
Very Insightful Person

Only 2 upstream channels. Should be 4. The ones you do have are pushing a high power level (anything above 50 needs investigation, especially if you are getting a degraded service).

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Tudor
Very Insightful Person
Very Insightful Person

Very low downstream and very high upstream are usually indicative of a cable problem between your hub and the street box. It’s worth checking that all coax connection are tight. Then check with area faults, details follow.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

No Area faults according to the servicechecker website

Hi @Green_,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're having some problems with your router recently. If these connection issues are ongoing today, please respond to the private message that I'll be sending to you shortly so we can have a closer look at what's going on.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi @Green_,

Thank you for reaching back out to me via private message. As discussed, if you're based in Ireland then it'd be best to reach out to the Virgin Media Ireland team as we're only able to assist with UK based customers from here.

You can find all of Virgin Media Ireland's contact information here.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!