on 29-08-2021 17:12
Hi gurus!
Hope someone here can help me sort this out for my M50 service and Hub3.
Speedtest.net (using network cable) shows:
Ping - around 9ms
Download - variously between 35Mbps and 48Mbps
Upload - below 0.1Mbps (around 0.07Mbps)
Usually download is around 50, and upload around 5Mbps.
I've tried all the usual troubleshooting, checking cables, factory reset etc.
Here are the Downstream, Upstream and Network Log (note I have just done the factory reset, previous logs showed Pre and Post RS Errors in the 1000s).
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 8 | 40 | 256 qam | 25 |
2 | 234750000 | 7.5 | 40 | 256 qam | 13 |
3 | 242750000 | 6.8 | 40 | 256 qam | 14 |
4 | 250750000 | 6.4 | 40 | 256 qam | 15 |
5 | 258750000 | 5.9 | 40 | 256 qam | 16 |
6 | 266750000 | 5.8 | 40 | 256 qam | 17 |
7 | 274750000 | 6.1 | 40 | 256 qam | 18 |
8 | 282750000 | 6.6 | 40 | 256 qam | 19 |
9 | 290750000 | 6.8 | 40 | 256 qam | 20 |
10 | 298750000 | 7.4 | 40 | 256 qam | 21 |
11 | 306750000 | 7.4 | 40 | 256 qam | 22 |
12 | 314750000 | 7.6 | 40 | 256 qam | 23 |
13 | 322750000 | 7.6 | 40 | 256 qam | 24 |
14 | 338750000 | 8.5 | 40 | 256 qam | 26 |
15 | 346750000 | 9 | 40 | 256 qam | 27 |
16 | 354750000 | 9.1 | 40 | 256 qam | 28 |
17 | 362750000 | 8.9 | 40 | 256 qam | 29 |
18 | 370750000 | 8.4 | 40 | 256 qam | 30 |
19 | 378750000 | 8 | 40 | 256 qam | 31 |
20 | 386750000 | 7.8 | 40 | 256 qam | 32 |
21 | 394750000 | 7.9 | 40 | 256 qam | 33 |
22 | 402750000 | 7.9 | 40 | 256 qam | 34 |
23 | 410750000 | 7.8 | 40 | 256 qam | 35 |
24 | 418750000 | 7.8 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 7 | 0 |
3 | Locked | 40.3 | 0 | 0 |
4 | Locked | 40.9 | 10 | 0 |
5 | Locked | 40.3 | 7 | 0 |
6 | Locked | 40.3 | 1 | 0 |
7 | Locked | 40.3 | 14 | 0 |
8 | Locked | 40.9 | 5 | 0 |
9 | Locked | 40.3 | 2 | 0 |
10 | Locked | 40.9 | 13 | 0 |
11 | Locked | 40.9 | 8 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 8 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.9 | 7 | 0 |
16 | Locked | 40.9 | 6 | 0 |
17 | Locked | 40.9 | 8 | 0 |
18 | Locked | 40.9 | 7 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 40.9 | 10 | 0 |
22 | Locked | 40.9 | 11 | 0 |
23 | Locked | 40.3 | 3 | 0 |
24 | Locked | 40.3 | 4 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 37 | 5120 | 64 qam | 11 |
2 | 25799971 | 37 | 5120 | 32 qam | 14 |
3 | 32600000 | 37.3 | 5120 | 64 qam | 13 |
4 | 39400000 | 37.3 | 5120 | 64 qam | 12 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 3 | 0 |
Answered! Go to Answer
on 31-08-2021 18:48
Hi HR321,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue with your broadband service.
I have been able to locate your account and can see there is a reported area issue.
The issue is a SNR issue. This is under the reference: F009237325
The current estimated fix date: 03 SEP 2021 15:00
^Martin
on 29-08-2021 17:14
And the Network Log
Network Log
Time Priority Description
29/08/2021 15:29:20 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:29:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:29:10 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:25:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:22:15 | notice | Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:21:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:11:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:00:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 14:51:22 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 13:59:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 13:50:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 13:49:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 13:48:47 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 07:54:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 07:54:44 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 06:59:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 06:59:53 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 04:51:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 04:51:2 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 03:25:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Hope someone can help!
on 31-08-2021 18:46
Looks like the problem has been solved without any intervention, so I guess it was an issue at the Virgin end.
Let's hope it stays fixed! 😁
H
on 31-08-2021 18:48
Hi HR321,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue with your broadband service.
I have been able to locate your account and can see there is a reported area issue.
The issue is a SNR issue. This is under the reference: F009237325
The current estimated fix date: 03 SEP 2021 15:00
^Martin
on 31-08-2021 18:57
Thanks Martin -
Seems to be back to normal now but will keep an eye on it!
H
on 01-09-2021 22:16
Unfortunately it is still intermittent, hope it gets fixed on schedule.
H
on 04-09-2021 09:02
Hi HR321
Thanks for coming back to us.
I am really sorry but it's been extended until the 8th. Please continue to monitor it for us and keep us posted, we'll be more than happy to check for you nearer the time.
Best,
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