on 14-11-2021 00:00
Hi Guys and Virgin,
Issue over the last 24 hours. Slow, choppy internet that is sometimes ok but mostly not. I have logged into the router / admin portal and the internet status show as above - Partial (US Only). I have turned off and on, reset via the software (login) and then hard reset using the reset small reset hole. None of this helps I'm afraid.
I have searched around and found some similar issues and ofter replied ask for a report to be posted, so I have done this below 😊
Cable Modem Status
Acquired Downstream Channel (Hz) | 330750000 | Locked |
Ranged Upstream Channel (Hz) | 60300000 | Locked |
Provisioning State | Online |
1 | 330750000 | -1.4 | 40 | 256 qam | 25 |
2 | 202750000 | -3 | 40 | 256 qam | 9 |
3 | 210750000 | -3.7 | 40 | 256 qam | 10 |
4 | 218750000 | -3.5 | 40 | 256 qam | 11 |
5 | 226750000 | -4 | 40 | 256 qam | 12 |
6 | 234750000 | -3.5 | 40 | 256 qam | 13 |
7 | 242750000 | -4 | 40 | 256 qam | 14 |
8 | 250750000 | -3.7 | 40 | 256 qam | 15 |
9 | 258750000 | -3.7 | 40 | 256 qam | 16 |
10 | 266750000 | -3 | 40 | 256 qam | 17 |
11 | 274750000 | -3.2 | 40 | 256 qam | 18 |
12 | 282750000 | -2.5 | 40 | 256 qam | 19 |
13 | 290750000 | -2.7 | 40 | 256 qam | 20 |
14 | 298750000 | -2 | 40 | 256 qam | 21 |
15 | 306750000 | -2.2 | 40 | 256 qam | 22 |
16 | 314750000 | -1.9 | 40 | 256 qam | 23 |
17 | 322750000 | -2 | 40 | 256 qam | 24 |
18 | 338750000 | -1.5 | 40 | 256 qam | 26 |
19 | 346750000 | -1 | 40 | 256 qam | 27 |
20 | 354750000 | -1.7 | 40 | 256 qam | 28 |
21 | 362750000 | -1.5 | 40 | 256 qam | 29 |
22 | 370750000 | -2.4 | 40 | 256 qam | 30 |
23 | 378750000 | -2 | 40 | 256 qam | 31 |
24 | 386750000 | -2.5 | 40 | 256 qam | 32 |
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.9 | 0 | 0 |
3 | Locked | 40.3 | 0 | 0 |
4 | Locked | 40.9 | 0 | 0 |
5 | Locked | 40.3 | 0 | 0 |
6 | Locked | 40.3 | 5 | 0 |
7 | Locked | 40.3 | 1 | 0 |
8 | Locked | 40.9 | 5 | 0 |
9 | Locked | 40.3 | 0 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.9 | 0 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 0 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.9 | 0 | 0 |
16 | Locked | 40.9 | 0 | 0 |
17 | Locked | 40.9 | 0 | 0 |
18 | Locked | 40.3 | 0 | 0 |
19 | Locked | 40.9 | 5 | 0 |
20 | Locked | 40.3 | 0 | 0 |
21 | Locked | 40.9 | 6 | 0 |
22 | Locked | 40.9 | 0 | 0 |
23 | Locked | 40.3 | 0 | 0 |
24 | Locked | 40.3 | 0 | 0 |
1 | 60300000 | 51 | 5120 | 64 qam | 1 |
2 | 46200000 | 51 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 14 | 3 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | ,.iyewrkldJKDHSUBsgvca698 |
on 14-11-2021 00:01
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | ,.iyewrkldJKDHSUBsgvca698 |
SFID | 23007 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 22610 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
13/11/2021 23:51:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:51:23 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:51:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:51:2 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:49:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:49:42 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:48:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:48:22 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:47:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:47:43 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:47:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:47:3 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:46:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:46:23 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:46:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:46:3 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:45:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:45:43 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:45:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/11/2021 23:45:3 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Thanks every so much in advance
on 16-11-2021 08:57
Hello @LeiQ2,
Welcome back! Thanks for posting.
I am sorry to see that you are having issues with your internet.
I was unable to locate an account for you from your forums details, have you tried doing a pinhole reset recently? If not can you try this please?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 16-11-2021 10:35
@LeiQ2 wrote:<snip>
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0 2 ATDMA 0 0 14 3
Yes, you only have two channels and not four. As suggested, try a full 60 second pinhole reset. Remove any ethernet cables from the Hub and press the pinhole switch for a full 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note - Make sure the passwords on the bottom of the Hub are legible as you will need these after the factory reset.
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on 18-11-2021 10:48
Any updates for us @LeiQ2?
We may need to send an engineer out to you if a pin hole reset has been attempted and not resolved this issue
Kindest regards,
David_Bn
on 18-11-2021 11:04
Hi guys,
Sorry for the late reply. I think somehow it has been resolved, I am not sure now if it was me resetting or if it was a local area issue. I did actually call Virgin and managed to get through, very helpful chap said there is an issue in the area that has a team working on it with a 'fix estimate' of 21st November or something like that...
I tested it again the day after as it actually seemed ok. I will run a report later, but I think I remember seeing 4 channels and no T3 timeouts, which I read about on another post.
So fingers crossed its fine...
Thanks for your help and response
on 18-11-2021 11:09
Thanks for this advice,
This is what I ended up doing. But I am not sure whether this was the reason it started to work, or if it was the chap on the phone / team forting out an area issue. My cable and fibre knowledge is rather poor 😉
on 28-03-2022 16:12
Hello again,
@hayley_s & @David_Bn
Unfortunately I am having the same problems again, thought I'd re-start this thread from a few months ago. I have rebooted the router via admin login, rebooted via the on off switch, then also tried a pin hole reset, none of which are working. I have this limited internet relatively often and when I called the customer services team last time, they told me it was an area issue.
Can someone kindly look into this and check if its an SNR issue again in my area?
Thank you
on 28-03-2022 16:15
on 30-03-2022 16:26
Hi @LeiQ2,
Welcome back to our Community Forums and thanks for your post.
I'm so sorry to hear you're having some issues again with your service.
In order to locate your account and run through some further checks and diagnostics, I will need to pop you a PM.
Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.
Hope to hear from you soon 🙂