Virgin Media Community

[Green_]

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

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

Downstream bonded channels

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

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

Upstream bonded channels

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

1	32800000	52	5.120	64qam	9
2	39400000	52	5.120	64qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	2.0	0	0	1	0
2	2.0	0	0	1	0

Network Log

Time Priority Description

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

[nodrogd]

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).

[Tudor]

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.

[Green_]

No Area faults according to the servicechecker website

[Zach_R]

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_R · Accepted solution]

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,