Virgin Media Community

[stefan9107]

Hi all,

I've had this intermittent problem occur twice now and need to know what's going on as I'm currently trying to work from home.

On Friday the 05-JUN-2020 is when it first occurred and it only lasted about 1-2 hours and went away after resetting the hub twice. It then didn't happen over the weekend and was fine this morning also, but now its been down since midday today (so 7 hours as of posting this).

My download speed is still very fast, 373.9Mbps, but my upload speed is practically non-existent at below 0.1Mbps. This as you can imagine is causing a lot of issues.

Now I've tried all the classic fixes. The virgin media status says there are no known issues and when i do the test on their site it says all is fine. I then do a speed test and get the same results roughly every time. Three times today I've powered down the hub, left it for 15 minutes and then powered it back on. No fix. The front light is pink as I am running in modem mode and no other lights are showing. The hub is then connected directly to my PC as well as a Deco mesh wifi network system, BOTH of which show the same issue. All cables are checked and secure. 

Any ideas on how to fix the issue?

[stefan9107]

Just in case anyone wanted the evidence:

 

[stefan9107]

Downstream bonded channels

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

1	266750000	5.3	37	256 qam	17
2	274750000	6.5	37	256 qam	18
3	282750000	7.3	37	256 qam	19
4	290750000	7.5	37	256 qam	20
5	298750000	7.9	37	256 qam	21
6	306750000	7.6	37	256 qam	22
7	314750000	8	37	256 qam	23
8	322750000	8.4	37	256 qam	24
9	330750000	8.8	37	256 qam	25
10	370750000	9.5	37	256 qam	26
11	378750000	9.5	37	256 qam	27
12	386750000	9.1	37	256 qam	28
13	394750000	9.1	37	256 qam	29
14	402750000	9.3	37	256 qam	30
15	410750000	9.1	37	256 qam	31
16	418750000	9	37	256 qam	32
17	426750000	8.8	37	256 qam	33
18	434750000	8.5	37	256 qam	34
19	442750000	8.4	37	256 qam	35
20	450750000	8.6	37	256 qam	36
21	458750000	8.5	36	256 qam	37
22	466750000	8.5	36	256 qam	38
23	474750000	8.4	36	256 qam	39
24	482750000	8.3	36	256 qam	40

Upstream bonded channels

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

1	32600229	4.525	5120	32 qam	8
2	46200268	4.75	5120	64 qam	6
3	39400268	4.65	5120	64 qam	7
4	53700301	4.95	5120	64 qam	5

Network Log

Time Priority Description

08/06/2020 18:45:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 13:11:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 13:10:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 13:10:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:13:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:13:13	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:37	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 17:01:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 17:01:9	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 17:01:9	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 17:00:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 17:00:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 16:21:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 16:14:36	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 16:14:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 16:13:53	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 16:13:53	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[paultechy · Accepted solution]

downstream power levels really high, and upstream QAM dropping down to 32, would first make sure all coax (white cables) are finger tight at all connections, highly likely this would require a tech to attend, this can be arranged by the forum staff or calling into virginmedia

[stefan9107]

Thanks for your response.

I've checked all connections inside and outside with no issues from what I can tell.
I did a hardware reboot (pin hole) again and went out for 30-40 minutes and now I'm back the upload is at least workable but both are low. 83.7Mbps down and 3.82Mbps up even though I should and normal do get 350Mbps down and 12-15Mbps up.

There surely must be an issue in the area as it worked perfectly over the weekend? I also had a chat with someone on twitter who is one postcode over from me (so within 0.5-10 miles away) and he was having the exact same issue (204 down and 0.04 up). Will give it overnight and see how it is tomorrow but otherwise will take your advice to call them and see if they can get someone out to have a look.

[stefan9107]

Not sure if this looks any better as it is now?

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

1	330750000	9	37	256 qam	25
2	266750000	5.5	37	256 qam	17
3	274750000	6.6	37	256 qam	18
4	282750000	7.4	37	256 qam	19
5	290750000	7.6	37	256 qam	20
6	298750000	8	37	256 qam	21
7	306750000	7.9	37	256 qam	22
8	314750000	8	37	256 qam	23
9	322750000	8.5	37	256 qam	24
10	370750000	9.6	37	256 qam	26
11	378750000	9.6	37	256 qam	27
12	386750000	9.5	37	256 qam	28
13	394750000	9.5	37	256 qam	29
14	402750000	9.6	37	256 qam	30
15	410750000	9.5	37	256 qam	31
16	418750000	9.5	37	256 qam	32
17	426750000	9	37	256 qam	33
18	434750000	8.9	37	256 qam	34
19	442750000	8.8	36	256 qam	35
20	450750000	9	37	256 qam	36
21	458750000	9	36	256 qam	37
22	466750000	8.9	36	256 qam	38
23	474750000	8.8	36	256 qam	39
24	482750000	8.6	36	256 qam	40

Upstream bonded channels

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

1	46199829	4.725	5120	64 qam	6
2	32600220	4.525	5120	32 qam	8
3	39400000	4.625	5120	64 qam	7
4	53699922	4.95	5120	64 qam	5

[paultechy · Accepted solution]

think that's showing worse, would recommend not posting any future messages if wanting the forum staff to look into this further since the answer oldest first.

[stefan9107]

I've got a Virgin tech coming out tomorrow to have a look. The issue is the problem is intermittent, so in the event that it is suddenly working again when he is here (like it was working perfectly last night), is there anything I should specifically point them towards? Not hating on Virgin media, but in my previous experiences years ago when I lived with my parents they just used to kind of wiggle the cables, reset the router, stick a filter on the back and go "that should do it" and then the problem would reappear again a day later.

[paultechy · Accepted solution]

would be checking the power levels and snr after does the work

[stefan9107]

Okay cool. Thanks for your help.

I recognised the issue today at around 15:30 which ties in with todays graph for packet loss and latency spikes. I've been doing a lot of resets and different things with Virgin over the phone from about 4:30 onwards so that has screwed the graph massively.

The second graph shows yesterday so I will be very interested to see if it improves around the same time of day.