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Network log error messages

EllsBells
Tuning in

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

19 REPLIES 19

Could you share the Upstream & Downstream stats from the new Hub so we can see if the DS errors and US channel count have been resolved.

3.0 Upstream channels

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

123600000475120 KSym/secQAM6413
23010000047.55120 KSym/secQAM6412
33660000047.55120 KSym/secQAM6411
44310000048.35120 KSym/secQAM6410
54960000047.55120 KSym/secQAM649



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1410.047.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20053.900

3.0 Downstream channels

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

253310000000.540.4QAM25625
18275000000-0.240.4QAM25618
192830000000.440.9QAM25619
202910000000.440.4QAM25620
212990000000.440.4QAM25621
223070000000.340.9QAM25622
233150000000.240.4QAM25623
243230000000.440.4QAM25624
263390000000.640.4QAM25626
273470000000.640.4QAM25627
283550000000.540.4QAM25628
293630000000.740.4QAM25629
303710000000.840.9QAM25630
313790000000.540.4QAM25631
323870000000.340.4QAM25632
333950000000.540.9QAM25633
344030000000.340.4QAM25634
354110000000.440.4QAM25635
364190000000.240.4QAM25636
374270000000.340.9QAM25637
384350000000.640.9QAM25638
394430000000.640.9QAM25639
404510000000.940.9QAM25640
41459000000140.4QAM25641
424670000000.840.4QAM25642
434750000001.240.9QAM25643
444830000001.640.9QAM25644
454910000001.740.9QAM25645
464990000001.840.4QAM25646
475070000001.840.4QAM25647
485150000001.940.4QAM25648



3.0 Downstream channels

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

25Locked40.36628700
18Locked40.36628700
19Locked40.94620900
20Locked40.36628700
21Locked40.36628700
22Locked40.94620900
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700
32Locked40.36628700
33Locked40.94620900
34Locked40.36628700
35Locked40.36628700
36Locked40.36628700
37Locked40.94620900
38Locked40.94620900
39Locked40.94620900
40Locked40.94620900
41Locked40.36628700
42Locked40.36628700
43Locked40.94620900
44Locked40.94620900
45Locked40.94620900
46Locked40.36628700
47Locked40.36628700
48Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked420.31279463821372

More from my network log. It's the worst it's been since the change of hub.

Network Log

Time Priority Description

Wed 19/04/2023
18:16:50
6US 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
18:13:57
4DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 19/04/2023
18:13:54
6US 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
17:43:19
5DBC-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
17:42:19
4DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 19/04/2023
17:42:16
5DBC-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
17:39:49
4DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 19/04/2023
17:08:00
6US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

It got even worse last night. So many different errors, some I've never seen before even with the old Hub.

Fri 21/04/2023
05:35:30
6US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
05:35:30
5DBC-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;
Fri 21/04/2023
04:14:42
6US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
04:14:42
5DBC-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;
Fri 21/04/2023
03:05:16
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
03:04:12
6US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
03:04:12
5DBC-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;
Fri 21/04/2023
02:57:12
6US 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;
Fri 21/04/2023
02:57:12
5DBC-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;
Fri 21/04/2023
01:35:30
6US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:35:30
5DBC-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;
Fri 21/04/2023
01:22:58
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:22:50
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:18:23
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:29
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:25
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:24
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:24
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:23
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:21
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:16:20
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:26:58
5DBC-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;
Thu 20/04/2023
23:26:40
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:26:34
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:25:17
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:24:57
3DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:23:32
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:23:31
5B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:22:36
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:22:35
5B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:21:28
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:21:07
4Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:03:27
3Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:02:17
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:02:13
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Hi @EllsBells 

Sorry to hear that this is still ongoing for you. I have checked the systems at my side and there is nothing currently that we can see that might be causing this issue. 

Are you able to set up a  Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues. We'll continue to monitor at our side to see if anything raises any concerns. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi Carley, 

Sorry but in meantime late on Friday Virgin finally agreed to send someone to have another look, and they came late yesterday. He's renewed some of the cabling and connections between me and the road and will return if it happens again. He was very helpful and very thorough, so hopefully this will sort it. The water table here is quite high and so the connections in the pit outside tend to perish more rapidly elsewhere. Sorry for not updating this post sooner.

Thank you for popping back to us @EllsBells and we are glad someone was able to pop out to take a look.

 

Please do monitor the connection and let us know how things are looking? 

EllsBells
Tuning in

Sorry for the delay in replying, I didn't get an email to tell me that there were new posts. Since the technician replaced the connections to my services in the pit and into my flat, my connection has been stable and speeds have been excellent. Thanks for everyone's help

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 :).

 

Here to help 🙂
Virgin Media Forums Agent
Carley