Help - Internet Status - Partial (US Only) - Internet almost unusable

[LeiQ2]

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

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

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

Downstream bonded channels

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

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

Refresh data

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	46200000	51	5120	64 qam	3

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	,.iyewrkldJKDHSUBsgvca698

[LeiQ2]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	,.iyewrkldJKDHSUBsgvca698

Primary Downstream Service Flow

SFID	23007
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	22610
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Refresh data

Network Log

Time Priority Description

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

[Hayley_S]

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,

[Adduxi]

---

@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.

[David_Bn]

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

[LeiQ2]

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

[LeiQ2]

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 😉

[LeiQ2]

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

[jbrennand]

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local network issues down to postcode level.

[Ayisha_B]

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 🙂