Virgin Media Community

[rickyrick]

Hi

I recently had my broadband go down and the superhub 3 was replaced, since then I am getting drops randomly during the day.

See below for the log, can anyone assist?

06/09/2019 02:04:17	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:04:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:10:40	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:10:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:15:12	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:15:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:20:37	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:20:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:25:46	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:25:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:27:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:27:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:28:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:31:25	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:31:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:38:9	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:38:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:44:40	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 02:44:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2019 16:58:35	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Also post up all of the data from the Downstream & Upstream pages in the Hub's status.

[rickyrick]

See below, thanks.

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	315000000	0.2	38	256 qam	23
2	139000000	0.5	38	256 qam	1
3	147000000	1	38	256 qam	2
4	155000000	0.9	38	256 qam	3
5	163000000	0.2	38	256 qam	4
6	171000000	0.7	38	256 qam	5
7	179000000	0.5	38	256 qam	6
8	187000000	0.2	38	256 qam	7
9	195000000	0.4	38	256 qam	8
10	203000000	0.4	38	256 qam	9
11	211000000	0	38	256 qam	10
12	219000000	-0.2	38	256 qam	11
13	227000000	-0.2	38	256 qam	12
14	235000000	-0.4	38	256 qam	13
15	243000000	-0.5	38	256 qam	14
16	251000000	0	38	256 qam	15
17	259000000	0.5	38	256 qam	16
18	267000000	0.7	38	256 qam	17
19	275000000	0.5	38	256 qam	18
20	283000000	0.7	38	256 qam	19
21	291000000	0.5	38	256 qam	20
22	299000000	0.7	38	256 qam	21
23	307000000	0.2	38	256 qam	22
24	323000000	0.2	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	9	73
2	Locked	38.6	1147	26
3	Locked	38.9	716	26
4	Locked	38.9	1051	22
5	Locked	38.9	3223	15
6	Locked	38.6	417	12
7	Locked	38.9	725	13
8	Locked	38.6	688	13
9	Locked	38.9	680	12
10	Locked	38.6	303	13
11	Locked	38.9	215	13
12	Locked	38.9	169	12
13	Locked	38.9	138	13
14	Locked	38.9	115	13
15	Locked	38.9	97	18
16	Locked	38.9	53	36
17	Locked	38.9	37	29
18	Locked	38.9	19	28
19	Locked	38.9	28	26
20	Locked	38.9	16	28
21	Locked	38.9	20	27
22	Locked	38.9	12	14
23	Locked	38.9	13	61
24	Locked	38.9	1	26

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1

32600063

5.55

5120

64 qam

10

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Item Status Comments

Acquired Downstream Channel (Hz)	315000000	Locked
Ranged Upstream Channel (Hz)	32600063	Locked
Provisioning State	Online

[Tudor · Accepted solution]

Your upstream level in way too high, should be below 5.1, and you should have 4 upstream channels not 1. Call customer services and report the fault, you need a technician visit to rectify. 

[rickyrick]

Thanks, will do.

[rickyrick]

Called 150, sat for 20 minutes listening to the same songs play again and again !

Guy told me issue with upstream and he will pass to the remote team who can check/fix it. Although when I asked if they will call me to confirm if fixed or not, he said they can't !

Told me to monitor for 2 more days and call back if still an issue.

Sounds like I am being fobbed off.....

[Tudor]

It certainly does. Get those stats each day and post them, all ammunition. 

[Gareth_L]

Hi rickyrick
What I will need to do is arrange for an engineer to attend 
First of all we need to pass security by means of a private message 
Can you check the purple envelope top right of your screen 
Regards 
Gareth_L

[rickyrick]

Thanks Gareth, I do not see any PM showing from you, but will keep checking.