on 27-03-2023 20:06
I have a technician booked for Friday, but I just want to make sure that I am understanding the problems I am having with my broadband. For weeks now my connection has been disconnecting many many times a day.
The error messages on the network log are a mixture of RCS partial service, SYNC timing synchronisation failure - loss of of sync, No ranging response received T3 timeout, Service add response rejected - invalid transaction, Service delete response - invalid transaction, and Unicast ranging received abort response - initializing.
After reading the forum I checked the connections inside my flat (all good) as suggested and it made no difference at all, so I called Virgin because from what I understood from posts on here the error messages I am getting point to a problem somewhere between my connection and the street cabinet, rather than a Wifi issue. I phoned Virgin to book an appointment, but first line support told me it's a Wifi issue and told me I needed Wifi boosters to solve the problem, I told them I already have them and they said I need better ones. I gave up with that and managed to book a technician via the service status page instead, but I want to be sure I've understood the information on this forum and I am right in thinking those error messages have nothing to do with Wifi. Thanks in advance. Ells
Answered! Go to Answer
on 31-05-2023 14:09
Hi @EllsBells
This is great to hear! Thanks for getting back to us and letting us know this is all resolved for you now.
If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
on 27-03-2023 20:09
This is a small sample from this evening:
27/03/2023 19:06:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 19:06:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 19:05:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 19:05:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:58:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:58:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:44:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:34:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:14:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:08:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:07:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:07:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 18:07:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:59:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:59:40 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:58:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:51:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:51:21 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:50:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2023 17:50:21 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 27-03-2023 23:29
The messages are to do with your circuit, not WiFi. If you post full stats we can advise.
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
on 27-03-2023 23:39
1 | 139000000 | 0 | 40 | 256 qam | 1 |
2 | 147000000 | -0.2 | 38 | 256 qam | 2 |
3 | 155000000 | -0.2 | 40 | 256 qam | 3 |
4 | 163000000 | -0.5 | 40 | 256 qam | 4 |
5 | 171000000 | -0.2 | 40 | 256 qam | 5 |
6 | 179000000 | -0.5 | 40 | 256 qam | 6 |
7 | 187000000 | -0.4 | 38 | 256 qam | 7 |
8 | 195000000 | -0.5 | 40 | 256 qam | 8 |
9 | 203000000 | -0.5 | 40 | 256 qam | 9 |
10 | 211000000 | -0.5 | 40 | 256 qam | 10 |
11 | 219000000 | -0.5 | 40 | 256 qam | 11 |
12 | 227000000 | -0.5 | 40 | 256 qam | 12 |
13 | 235000000 | -0.5 | 40 | 256 qam | 13 |
14 | 243000000 | -0.7 | 40 | 256 qam | 14 |
15 | 251000000 | -0.9 | 40 | 256 qam | 15 |
16 | 259000000 | -1 | 40 | 256 qam | 16 |
17 | 267000000 | -1 | 40 | 256 qam | 17 |
18 | 275000000 | -0.5 | 40 | 256 qam | 18 |
19 | 283000000 | 0.2 | 40 | 256 qam | 19 |
20 | 291000000 | 0.2 | 40 | 256 qam | 20 |
21 | 299000000 | 0.7 | 40 | 256 qam | 21 |
22 | 307000000 | 0.7 | 40 | 256 qam | 22 |
23 | 315000000 | 0.5 | 40 | 256 qam | 23 |
24 | 323000000 | 0.5 | 40 | 256 qam | 24 |
1 | Locked | 40.3 | 2334457 | 1731252 |
2 | Locked | 38.9 | 3543795 | 2820500 |
3 | Locked | 40.3 | 2780233 | 1974659 |
4 | Locked | 40.3 | 2628408 | 773029 |
5 | Locked | 40.3 | 2613612 | 601640 |
6 | Locked | 40.3 | 2590271 | 525883 |
7 | Locked | 38.9 | 2541205 | 454948 |
8 | Locked | 39.8 | 2476556 | 391741 |
9 | Locked | 40.3 | 2475556 | 427345 |
10 | Locked | 40.3 | 2457452 | 546565 |
11 | Locked | 40.3 | 2443514 | 547129 |
12 | Locked | 40.9 | 2433936 | 416373 |
13 | Locked | 40.3 | 2414510 | 383097 |
14 | Locked | 40.3 | 2328921 | 455243 |
15 | Locked | 40.9 | 2272458 | 448048 |
16 | Locked | 40.3 | 2280346 | 345382 |
17 | Locked | 40.3 | 2194003 | 246105 |
18 | Locked | 40.3 | 1911600 | 130954 |
19 | Locked | 40.9 | 1664602 | 56784 |
20 | Locked | 40.3 | 1773405 | 88818 |
21 | Locked | 40.3 | 1785473 | 123854 |
22 | Locked | 40.9 | 1547609 | 75934 |
23 | Locked | 40.3 | 1390566 | 23986 |
24 | Locked | 40.3 | 1339848 | 9058 |
on 27-03-2023 23:40
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100031 48.5 5120 64 qam 10
2 49600041 48 5120 64 qam 9
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 2 0
on 27-03-2023 23:42
Network Log
Time Priority Description
27/03/2023 21:10:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 21:10:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 21:08:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 21:08:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 21:03:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 21:03:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:59:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:58:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:57:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:57:23 Error Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:43:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:43:45 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 20:39:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 19:35:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 19:06:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 19:06:9 critical No Ranging Response received - T3 time-out;CM-
on 27-03-2023 23:43
Thanks for the reply Tudor. I hope this is everything you need.
on 28-03-2023 18:39
You need that technician. There are far too many errors and only 2 upstream channels when there should be at least 4.
on 28-03-2023 18:51
Thank you so much for taking the time to look through my data and confirming for me that it's nothing to do with my Wifi. I was really doubting myself. Hopefully the technician will be able to rectify it on Friday.
on 19-04-2023 17:47
The technician came and checked my connection and said he was sure it was my Superhub 3 causing the problem. He replaced it with a Superhub 4. My connection was OK for a bit (but that used to happen with the previous hub), but the drops continue. This afternoon (19/04) has been especially bad and I now have new error messages on my network log:
Wed 19/04/2023 16:37:25 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 16:36:24 | 4 | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 16:36:22 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 16:33:28 | 4 | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 16:33:26 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 15:59:44 | 4 | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 15:59:42 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 15:55:08 | 4 | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 07:53:18 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 07:23:15 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 04:52:48 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 19/04/2023 04:04:29 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 22:54:25 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 22:54:25 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 20:53:37 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 20:53:37 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 20:52:49 | 6 | US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/04/2023 20:04:05 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |