on 12-04-2022 13:21
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?
1 | 174000000 | -6 | 38 | 256qam | 1 |
2 | 182000000 | -5 | 38 | 256qam | 2 |
3 | 190000000 | -5 | 38 | 256qam | 3 |
4 | 198000000 | -5 | 38 | 256qam | 4 |
5 | 206000000 | -5 | 38 | 256qam | 5 |
6 | 214000000 | -5 | 38 | 256qam | 6 |
7 | 222000000 | -5 | 38 | 256qam | 7 |
8 | 230000000 | -5 | 38 | 256qam | 8 |
9 | 238000000 | -5 | 38 | 256qam | 9 |
10 | 251000000 | -5 | 40 | 256qam | 10 |
11 | 259000000 | -5 | 40 | 256qam | 11 |
12 | 474000000 | -5 | 38 | 256qam | 12 |
13 | 482000000 | -5 | 38 | 256qam | 13 |
14 | 490000000 | -5 | 38 | 256qam | 14 |
15 | 498000000 | -5 | 38 | 256qam | 15 |
16 | 506000000 | -5 | 38 | 256qam | 16 |
17 | 514000000 | -5 | 38 | 256qam | 17 |
18 | 522000000 | -4 | 38 | 256qam | 18 |
19 | 530000000 | -5 | 38 | 256qam | 19 |
20 | 538000000 | -5 | 38 | 256qam | 20 |
21 | 546000000 | -5 | 38 | 256qam | 21 |
22 | 554000000 | -5 | 38 | 256qam | 22 |
23 | 722000000 | -5 | 37 | 256qam | 23 |
24 | 730000000 | -5 | 37 | 256qam | 24 |
1 | Locked | 38.983 | 81541542 | 292815 |
2 | Locked | 38.983 | 78936966 | 196774 |
3 | Locked | 38.983 | 79028004 | 106263 |
4 | Locked | 38.605 | 74088277 | 213951 |
5 | Locked | 38.983 | 79053490 | 131371 |
6 | Locked | 38.605 | 78978284 | 143603 |
7 | Locked | 38.983 | 78903839 | 224596 |
8 | Locked | 38.983 | 78225029 | 212598 |
9 | Locked | 38.983 | 74643737 | 226231 |
10 | Locked | 40.366 | 79205560 | 101762 |
11 | Locked | 40.366 | 79232290 | 74985 |
12 | Locked | 38.605 | 79213464 | 686 |
13 | Locked | 38.983 | 79151351 | 1494 |
14 | Locked | 38.605 | 79330756 | 598 |
15 | Locked | 38.605 | 79331784 | 181 |
16 | Locked | 38.605 | 79357658 | 39 |
17 | Locked | 38.605 | 79358446 | 42 |
18 | Locked | 38.605 | 79381737 | 55 |
19 | Locked | 38.605 | 79403782 | 55 |
20 | Locked | 38.605 | 79404599 | 65 |
21 | Locked | 38.605 | 79405016 | 41 |
22 | Locked | 38.605 | 79425932 | 27 |
23 | Locked | 37.356 | 79426040 | 37 |
24 | Locked | 37.636 | 79404811 | 35 |
1 | 32800000 | 52 | 5.120 | 64qam | 9 |
2 | 39400000 | 52 | 5.120 | 64qam | 10 |
1 | 2.0 | 0 | 0 | 1 | 0 |
2 | 2.0 | 0 | 0 | 1 | 0 |
12-04-2022 12:43:06 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12-04-2022 12:38:52 | warning | MIMO 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 00:01:23 | notice | Cable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12-04-2022 12:17:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12-04-2022 11:48:47 | warning | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12-04-2022 11:35:19 | warning | MIMO 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 00:01:23 | notice | Cable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11-04-2022 20:50:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11-04-2022 11:42:17 | warning | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11-04-2022 10:47:30 | critical |
Answered! Go to Answer
on 15-04-2022 14:15
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,
on 12-04-2022 13:43
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).
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on 12-04-2022 18:29
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.
on 13-04-2022 12:20
No Area faults according to the servicechecker website
on 15-04-2022 13:37
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,
on 15-04-2022 14:15
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,