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LeiQ2
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Help - Internet Status - Partial (US Only) - Internet almost unusable

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
1330750000-1.440256 qam25
2202750000-340256 qam9
3210750000-3.740256 qam10
4218750000-3.540256 qam11
5226750000-440256 qam12
6234750000-3.540256 qam13
7242750000-440256 qam14
8250750000-3.740256 qam15
9258750000-3.740256 qam16
10266750000-340256 qam17
11274750000-3.240256 qam18
12282750000-2.540256 qam19
13290750000-2.740256 qam20
14298750000-240256 qam21
15306750000-2.240256 qam22
16314750000-1.940256 qam23
17322750000-240256 qam24
18338750000-1.540256 qam26
19346750000-140256 qam27
20354750000-1.740256 qam28
21362750000-1.540256 qam29
22370750000-2.440256 qam30
23378750000-240256 qam31
24386750000-2.540256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.350
2Locked40.900
3Locked40.300
4Locked40.900
5Locked40.300
6Locked40.350
7Locked40.310
8Locked40.950
9Locked40.300
10Locked40.350
11Locked40.900
12Locked40.950
13Locked40.300
14Locked40.360
15Locked40.900
16Locked40.900
17Locked40.900
18Locked40.300
19Locked40.950
20Locked40.300
21Locked40.960
22Locked40.900
23Locked40.300
24Locked40.300
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000051512064 qam1
24620000051512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA00143

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
,.iyewrkldJKDHSUBsgvca698
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LeiQ2
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable

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


Primary Downstream Service Flow

SFID23007
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID22610
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

Network Log

Time Priority Description
13/11/2021 23:51:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:51:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:51:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:51:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:49:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:49:42criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:48:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:47:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:47:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:47:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:47:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:46:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:46:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:46:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:46:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:45:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:45:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:45:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 23:45:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks every so much in advance

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Hayley_S
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Message 3 of 11
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable

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,

Hayley
Forum Team



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Adduxi
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable


@LeiQ2 wrote:

<snip>  

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA00143

 

 

 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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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David_Bn
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable

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

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LeiQ2
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Message 6 of 11
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable

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

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LeiQ2
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable

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 😉

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LeiQ2
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Message 8 of 11
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable - Again

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

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jbrennand
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Message 9 of 11
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable - Again

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ayisha_B
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Message 10 of 11
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Re: Help - Internet Status - Partial (US Only) - Internet almost unusable - Again

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 🙂 

Ayisha_B
Forum Team



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