Virgin Media Community

[Fivethumbs]

Our connection has been showing issues for a couple of weeks now after being borderline perfect for years.

I have tried both tests on the virginmedia site with essentially the same result...

Virgin site test resultThis is the router status. As you can see the upstream channels aren't behaving and the errors look a little... Excessive.Router Status

Resetting the router will return things to normal for a time, but this keeps happening.

This is todays TBB quality graph.TBB Quality Graph

As you can see this isn't good. Can anyone suggest anything? 

[Andrew-G]

Upstream channels are dropping out.  I've flagged for staff to comment, but when was the hub last rebooted?  I suspect given the appalling connection visible in the BQM that you're rebooting fairly frequently, in which case you'll need a technician visit. 

[Alex_RM]

Hi Fivethumbs,

Thanks for posting and sorry to hear you're having some issues with the connection. 

I've been able to locate your account using your forum details and can see that an engineer is needed.

I just need to confirm a few details with your first, I've send you over a private message for this (purple envelope, top right hand corner)

Alex_Rm

[Alex_RM]

Thanks very much for popping your details over via private message. 

I've arranged a technician for you, you can view the time and date of your appointment via your online account here

Alex_Rm

[Fivethumbs]

Well, after an engineer coming out and replacing the Superhub 2 with a Hub 3.0 things are a little better most of the time. However the router is still dropping to one upstream channel and we are still getting connection dropouts with the log showing T3 timeouts. 

This is todays graph...

Interestingly the catch-up on our TV box went off at the same time and I don't know if that is because the broadband connection went or if it was a separate connection loss to the TV box. Does the TV box use the ethernet connection for catch-up? 

We have also been getting corruption on live TV channels which is shown below

[video]

I have no idea if this is coincidence, but it does make me suspect there may be an issue at the street cabinet.

Can anyone suggest anything?

Thanks!

[lotharmat]

Post up the stats for the Hub 3 (as text) 

I'd concur that there is a problem between cab and property if the hub has been replaced! (I imagine that the engineer checked the internal coax)

[Fivethumbs]

Sorry for not replying! The connection improved for a bit and I forgotten I had posted. Things have gone downhill again recently so here are the Hub3 stats

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	2.2	40	256 qam	25
2	267000000	1.5	38	256 qam	17
3	275000000	1.5	40	256 qam	18
4	283000000	1.7	40	256 qam	19
5	291000000	1.7	40	256 qam	20
6	299000000	2	40	256 qam	21
7	307000000	2.2	40	256 qam	22
8	315000000	2.2	40	256 qam	23
9	323000000	2.2	40	256 qam	24
10	339000000	2	40	256 qam	26
11	347000000	1.7	38	256 qam	27
12	355000000	0.7	40	256 qam	28
13	363000000	0.5	40	256 qam	29
14	371000000	0.5	40	256 qam	30
15	379000000	0.7	40	256 qam	31
16	387000000	0.7	38	256 qam	32
17	395000000	1	40	256 qam	33
18	403000000	1	40	256 qam	34
19	411000000	1.4	40	256 qam	35
20	419000000	1.2	40	256 qam	36
21	427000000	1	40	256 qam	37
22	435000000	0.5	38	256 qam	38
23	443000000	-0.2	40	256 qam	39
24	451000000	0	38	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	76	68
2	Locked	38.9	258	64
3	Locked	40.3	191	52
4	Locked	40.9	160	54
5	Locked	40.3	130	50
6	Locked	40.3	120	51
7	Locked	40.3	120	52
8	Locked	40.3	91	54
9	Locked	40.3	96	53
10	Locked	40.3	72	50
11	Locked	38.9	71	53
12	Locked	40.3	73	39
13	Locked	40.3	58	73
14	Locked	40.3	52	82
15	Locked	40.3	75	58
16	Locked	38.9	45	130
17	Locked	40.3	44	79
18	Locked	40.3	50	79
19	Locked	40.3	49	73
20	Locked	40.3	38	84
21	Locked	40.3	39	88
22	Locked	38.6	48	159
23	Locked	40.3	36	143
24	Locked	38.9	52	85

Upstream bonded channels

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

1	60299969	49.5	5120	64 qam	1
2	39399983	48	5120	64 qam	4
3	46199983	48.5	5120	64 qam	3
4	53700017	49.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[Fivethumbs]

Network Log

Time Priority Description

09/07/2021 20:45:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:44:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:43:32	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:29:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:29:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 20:28:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:49:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:14:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 19:14:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ayisha_B]

Hi @Fivethumbs,

Sorry to hear you are still having ongoing issues with your connection.

I need to run through some diagnostics but I can currently see you are currently in Modem mode. Please put the hub in router mode so we can look into this further. 

Cheers

[Fivethumbs]

The Hub is now in router mode!