on 15-07-2021 20:32
Hey folks,
Internets been crap for the last few months (ever since summer kicked in)
Power levels are getting as high as 10-11Db DS / 38Db US and then randomly plummeting to -3Db DS / 51Db US.
Because of this I'm getting constant T3 timeouts and connection drops. I've checked every coupler/connector on the wire and everything's tight so I don't think that's the problem. The only thing I can think of is that the cables degraded over time as it's been installed since 2001 back on an old Telewest line.
Here my BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/54a0bb0e093fb381fb1d47e0f486b7fe86b640e6-15-07-2021
Any advice would be greatly appreciated.
on 16-07-2021 13:13
Could be a line fault mate as well as cable degradation, you could maybe do with a new pull but that would be up to Virgin. A good start would be to call it in and see what they say about your stats or you could upload your stats here and we can have a look 🙂
Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser
Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.
Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.
Do not try to fit everything in one post! You can use more than one post for each configuration tab if needed!
If you get a warning when you hit “Post” just hit “Post” again and it should work ok!
Please do not use screenshots
If you want to call it in it's best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative.
on 16-07-2021 15:38
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 4.6 | 40 | 256 qam | 25 |
2 | 251000000 | 4.4 | 40 | 256 qam | 15 |
3 | 259000000 | 4 | 40 | 256 qam | 16 |
4 | 267000000 | 4.3 | 40 | 256 qam | 17 |
5 | 275000000 | 4.3 | 40 | 256 qam | 18 |
6 | 283000000 | 4.5 | 40 | 256 qam | 19 |
7 | 291000000 | 4.8 | 40 | 256 qam | 20 |
8 | 299000000 | 5.3 | 40 | 256 qam | 21 |
9 | 307000000 | 5 | 40 | 256 qam | 22 |
10 | 315000000 | 4.8 | 40 | 256 qam | 23 |
11 | 323000000 | 4.9 | 40 | 256 qam | 24 |
12 | 339000000 | 4.5 | 40 | 256 qam | 26 |
13 | 347000000 | 4.5 | 40 | 256 qam | 27 |
14 | 355000000 | 4.5 | 40 | 256 qam | 28 |
15 | 363000000 | 4 | 40 | 256 qam | 29 |
16 | 371000000 | 4.3 | 40 | 256 qam | 30 |
17 | 379000000 | 4.4 | 40 | 256 qam | 31 |
18 | 387000000 | 4 | 40 | 256 qam | 32 |
19 | 395000000 | 4 | 40 | 256 qam | 33 |
20 | 403000000 | 4 | 40 | 256 qam | 34 |
21 | 411000000 | 3.9 | 40 | 256 qam | 35 |
22 | 419000000 | 3.5 | 40 | 256 qam | 36 |
23 | 427000000 | 3.5 | 40 | 256 qam | 37 |
24 | 435000000 | 3.2 | 40 | 256 qam | 38 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 5812 | 9693 |
2 | Locked | 40.3 | 12205 | 11787 |
3 | Locked | 40.3 | 12116 | 22054 |
4 | Locked | 40.3 | 11520 | 11743 |
5 | Locked | 40.3 | 9754 | 12477 |
6 | Locked | 40.3 | 8639 | 11099 |
7 | Locked | 40.3 | 7490 | 9844 |
8 | Locked | 40.3 | 7377 | 18810 |
9 | Locked | 40.9 | 6900 | 9615 |
10 | Locked | 40.9 | 6655 | 9733 |
11 | Locked | 40.3 | 6011 | 10161 |
12 | Locked | 40.9 | 6294 | 10396 |
13 | Locked | 40.9 | 5282 | 10820 |
14 | Locked | 40.9 | 5259 | 10187 |
15 | Locked | 40.3 | 5162 | 19899 |
16 | Locked | 40.3 | 4985 | 10188 |
17 | Locked | 40.9 | 5009 | 18736 |
18 | Locked | 40.9 | 8310 | 9984 |
19 | Locked | 40.9 | 8125 | 9573 |
20 | Locked | 40.3 | 8394 | 8500 |
21 | Locked | 40.3 | 8538 | 8446 |
22 | Locked | 40.9 | 8443 | 8226 |
23 | Locked | 40.9 | 6926 | 15932 |
24 | Locked | 40.3 | 5665 | 15571 |
on 16-07-2021 15:38
pstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199988 | 41.8 | 5120 | 64 qam | 3 |
2 | 39399983 | 41.5 | 5120 | 64 qam | 4 |
3 | 53700000 | 41.8 | 5120 | 64 qam | 2 |
4 | 60300012 | 41.3 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 6 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
on 16-07-2021 15:40
Network Log
Time Priority Description
16/07/2021 10:28:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:28:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:27:59 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:27:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:27:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 10:27:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:20:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:20:37 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:20:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:18:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:17:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:17:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 02:43:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 02:18:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 02:14:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 16-07-2021 15:44
You have quite a lot of post RS Errors as well as the T3 Timeouts. Everything else looks fine. Try resetting the router and see how quickly the errors return. Please do the pinhole reset and not a software reset. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password.
on 16-07-2021 20:40
These are the power levels about an hour after doing the pinhole reset.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 9.5 | 40 | 256 qam | 25 |
2 | 251000000 | 9.1 | 40 | 256 qam | 15 |
3 | 259000000 | 8.9 | 40 | 256 qam | 16 |
4 | 267000000 | 9.1 | 40 | 256 qam | 17 |
5 | 275000000 | 9 | 40 | 256 qam | 18 |
6 | 283000000 | 9.1 | 40 | 256 qam | 19 |
7 | 291000000 | 9.5 | 40 | 256 qam | 20 |
8 | 299000000 | 10 | 40 | 256 qam | 21 |
9 | 307000000 | 9.5 | 40 | 256 qam | 22 |
10 | 315000000 | 9.5 | 40 | 256 qam | 23 |
11 | 323000000 | 9.8 | 40 | 256 qam | 24 |
12 | 339000000 | 9.5 | 40 | 256 qam | 26 |
13 | 347000000 | 9.6 | 40 | 256 qam | 27 |
14 | 355000000 | 9.5 | 40 | 256 qam | 28 |
15 | 363000000 | 9.1 | 40 | 256 qam | 29 |
16 | 371000000 | 9.4 | 40 | 256 qam | 30 |
17 | 379000000 | 9.1 | 40 | 256 qam | 31 |
18 | 387000000 | 9 | 40 | 256 qam | 32 |
19 | 395000000 | 8.9 | 40 | 256 qam | 33 |
20 | 403000000 | 8.5 | 40 | 256 qam | 34 |
21 | 411000000 | 8.5 | 40 | 256 qam | 35 |
22 | 419000000 | 8.3 | 40 | 256 qam | 36 |
23 | 427000000 | 8.3 | 40 | 256 qam | 37 |
24 | 435000000 | 8.1 | 40 | 256 qam | 38 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.9 | 0 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.3 | 7 | 0 |
6 | Locked | 40.3 | 0 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.3 | 5 | 0 |
10 | Locked | 40.9 | 0 | 0 |
11 | Locked | 40.9 | 3 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.9 | 6 | 0 |
14 | Locked | 40.9 | 6 | 0 |
15 | Locked | 40.3 | 0 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 40.3 | 5 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 5 | 0 |
20 | Locked | 40.3 | 0 | 0 |
21 | Locked | 40.3 | 4 | 0 |
22 | Locked | 40.9 | 5 | 0 |
23 | Locked | 40.9 | 18 | 0 |
24 | Locked | 40.3 | 0 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200161 | 39.2 | 5120 | 64 qam | 3 |
2 | 39399971 | 39.3 | 5120 | 64 qam | 4 |
3 | 53700024 | 39.3 | 5120 | 64 qam | 2 |
4 | 60300024 | 39.3 | 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 | 0 | 0 |
on 17-07-2021 11:37
Your download power levels are a bit on the high side but still within spec. I'd ring Virgin and see what they stay, you would maybe need an engineer visit to sort out the power levels to a respectable level. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂
on 17-07-2021 12:03
Hi, firstly thanks for all your help. Managed to get an engineer booked online coming today, feels like a miracle 😄
Unfortunately the connections gone to pot again, power levels are the same but now I'm getting this:
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 6591 | 4088 |
2 | Locked | 40.9 | 28548 | 4228 |
3 | Locked | 40.3 | 26703 | 5106 |
4 | Locked | 40.9 | 25577 | 3527 |
5 | Locked | 40.9 | 20009 | 5382 |
6 | Locked | 40.9 | 15579 | 4409 |
7 | Locked | 40.3 | 11749 | 4071 |
8 | Locked | 40.9 | 11402 | 5306 |
9 | Locked | 40.9 | 9667 | 4329 |
10 | Locked | 40.9 | 8450 | 4886 |
11 | Locked | 40.3 | 7200 | 3600 |
12 | Locked | 40.3 | 6071 | 3263 |
13 | Locked | 40.9 | 5679 | 4043 |
14 | Locked | 40.3 | 5160 | 3160 |
15 | Locked | 40.3 | 4924 | 3627 |
16 | Locked | 40.9 | 4542 | 3272 |
17 | Locked | 40.9 | 3943 | 2836 |
18 | Locked | 40.3 | 3389 | 3339 |
19 | Locked | 40.9 | 3289 | 2022 |
20 | Locked | 40.9 | 2690 | 3090 |
21 | Locked | 40.3 | 2598 | 1990 |
22 | Locked | 40.9 | 3258 | 1824 |
23 | Locked | 40.3 | 2998 | 1698 |
24 | Locked | 40.3 | 3037 | 2646 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 13 | 0 |
2 | ATDMA | 0 | 0 | 28 | 0 |
3 | ATDMA | 0 | 0 | 10 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
Network Log
Time Priority Description
17/07/2021 00:50:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:50:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:50:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:50:32 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:50:32 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:42:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:23:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:23:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:23:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:11:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:11:13 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:11:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:10:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:10:52 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:07:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:07:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 23:56:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 23:56:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 23:56:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 23:56:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 17-07-2021 12:54
Definitely something going on mate, hopefully the engineer gets you sorted. Keep us updated 🙂