Virgin Media Community

[lxq1]

Hi,

I'm in West Ealing, London, W13, and over the last six weeks i have been experiencing issues with multiple dropouts and daily errors on my connection, most of which are marked as critical.

From the basic logs on my Superhub 3 I get the following errors

11/02/2021 17:56:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 16:44:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:36:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:35:46	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;
10/02/2021 00:32:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:32:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:24:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:45:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:18:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:10:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 19:41:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 17:43:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:54:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 21:58:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 13:07:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 16:48:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 16:48:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 16:47:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 16:47:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 16:45:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The additional information which may be of use to solving my issues I have listed below

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304
Cable MAC address	: **:**:**:**:**:**
Cable modem serial number	: AAAP82280716
System up time	: 1 days 3h:13m:18s
Network access	: Allowed

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 13.5 40 256 qam 25
2 202750000 13.3 40 256 qam 9
3 210750000 13.3 40 256 qam 10
4 218750000 13.1 40 256 qam 11
5 226750000 12.9 40 256 qam 12
6 234750000 12.8 40 256 qam 13
7 242750000 12.6 40 256 qam 14
8 250750000 12.4 40 256 qam 15
9 258750000 12.5 40 256 qam 16
10 266750000 13 40 256 qam 17
11 274750000 13 40 256 qam 18
12 282750000 13.3 40 256 qam 19
13 290750000 13.3 40 256 qam 20
14 298750000 13.4 40 256 qam 21
15 306750000 13.1 40 256 qam 22
16 314750000 13.4 40 256 qam 23
17 322750000 13.5 40 256 qam 24
18 338750000 13.5 40 256 qam 26
19 346750000 13.5 40 256 qam 27
20 354750000 13.6 40 256 qam 28
21 362750000 13.5 40 256 qam 29
22 370750000 13.1 40 256 qam 30
23 378750000 12.5 38 256 qam 31
24 386750000 12.1 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 28 0
2 Locked 40.3 19 0
3 Locked 40.3 12 0
4 Locked 40.3 10 0
5 Locked 40.3 7 0
6 Locked 40.3 7 0
7 Locked 40.9 13 0
8 Locked 40.3 8 0
9 Locked 40.3 8 0
10 Locked 40.3 8 0
11 Locked 40.3 11 0
12 Locked 40.3 13 0
13 Locked 40.3 12 0
14 Locked 40.3 12 0
15 Locked 40.9 5 0
16 Locked 40.3 22 0
17 Locked 40.9 22 0
18 Locked 40.3 25 0
19 Locked 40.3 25 0
20 Locked 40.3 25 0
21 Locked 40.3 11 0
22 Locked 40.3 10 0
23 Locked 38.9 17 0
24 Locked 40.3 91 209

Upstream bonded channels

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

1	53700000	34.3	5120	64 qam	2
2	39400000	34.3	5120	64 qam	4
3	46200000	34.3	5120	64 qam	3
4	60300000	34.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	JKDHSUBsgvca69834ncxv9873

Primary Downstream Service Flow

SFID	18176
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18173
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

The network diagnostic tool seems happy enough when its available, but when the connection drops I am unable to access it to check.

This is my first account with VM, so any assistance you can give would be much appreciated

[Andruser · Accepted solution]

Looks to me like your downstream power levels are too high, and your upstream power too low.  If that's correct it will require a technician visit, but the forum staff can arrange that if needed.  I've marked your post for their attention, although unless you're lucky that will be tomorrow (most likely)..

[lxq1]

Thanks, much appreciated.

[Gareth_L]

Hello lxq1

Thanks for your post and welcome to our community. 
Sorry to hear about the issues above 
I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Thanks for clarifying that lxq1

I am so sorry these Forums are specifically for Residential Customers and accounts only 

It was only noticed when we took your details to trace the Account 

You would need to contact our Business Team here

Gareth_L

[Gareth_L · Accepted solution]

Hello lxq1

I have checked again and its very strange 

But you have residential account with a Business Title 

I have accessed the account now and can see the drops outs 

We currently have a SNR issue in the local area 

This is causing slow and intermittent service issues 

The Ticket for this issue is F008741342  and we have a review date of the 16th February at 4pm 

Apologies for any confusion caused 

Gareth_L 

[lxq1]

Gareth,

I'm a unique individual so people tell me on a regular basis, so I'm not surprised.

How do I get updates on the ticket number given in your last message, or will someone get back to me after Tuesday evening, if the issue isn't resolved?

[Gareth_L]

Being unique is always good lxq1

I have logged this on your account 

But you can pop back on here quote reference number and we can chase this up 

Gareth_L

[lxq1]

Can anyone please give me an update on the ticket F008741342