lots of t3 timeouts and rs errors

[johnnyboy98]

virgin done some upgrades in my area last month and ever since then ive had a lot of rs errors and t3 timeouts. could someone advise me if this is normal or do i need to get an engineer out to have a look at this.

all support would be appreciated 

thanks john 

Downstream bonded channels

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

1	267000000	0.2	40	256 qam	17
2	275000000	0	40	256 qam	18
3	283000000	0.4	40	256 qam	19
4	291000000	0.4	40	256 qam	20
5	299000000	0.4	40	256 qam	21
6	307000000	0.2	40	256 qam	22
7	315000000	0.2	40	256 qam	23
8	323000000	0	40	256 qam	24
9	331000000	0	40	256 qam	25
10	339000000	0	40	256 qam	26
11	347000000	-0.2	40	256 qam	27
12	355000000	-0.5	40	256 qam	28
13	363000000	-1	40	256 qam	29
14	371000000	-1	40	256 qam	30
15	379000000	-0.7	40	256 qam	31
16	387000000	-1	40	256 qam	32
17	395000000	-1.2	40	256 qam	33
18	403000000	-0.9	40	256 qam	34
19	411000000	-1.4	40	256 qam	35
20	419000000	-1.7	40	256 qam	36
21	427000000	-1.7	40	256 qam	37
22	435000000	-1.7	40	256 qam	38
23	443000000	-1.7	40	256 qam	39
24	451000000	-1.7	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	66	0
2	Locked	40.3	177	0
3	Locked	40.9	146	0
4	Locked	40.9	66	0
5	Locked	40.3	337	0
6	Locked	40.3	146	0
7	Locked	40.3	180	0
8	Locked	40.3	138	0
9	Locked	40.3	109	0
10	Locked	40.3	158	0
11	Locked	40.3	198	0
12	Locked	40.3	241	0
13	Locked	40.3	333	0
14	Locked	40.3	269	0
15	Locked	40.3	256	0
16	Locked	40.3	172	0
17	Locked	40.3	412	0
18	Locked	40.9	300	0
19	Locked	40.3	247	0
20	Locked	40.3	491	0
21	Locked	40.3	516	0
22	Locked	40.9	329	0
23	Locked	40.3	272	0
24	Locked	40.9	256	0

Upstream bonded channels

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

1	43099981	43.5	5120	64 qam	7
2	23600366	42.8	5120	16 qam	10
3	49600000	43.8	5120	64 qam	6
4	36600000	43.5	5120	64 qam	8
5	30100000	43	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	3	0

[johnnyboy98]

[Ilyas_Y]

Hey @johnnyboy98, thanks for reaching out to us on the Virgin Media forums.

I'm sorry to see the issues with the BQM graph and the connection.
I will investigate this matter further for you and assist.
Watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @johnnyboy98 thanks for speaking with us today.

I'm glad we have taken the next steps in-order to get this resolved.
As agreed - we'll follow up to make sure this goes well.
Let us know how it goes in a few days.

Kind regards,
Ilyas.

[johnnyboy98]

Hi Thanks again for your help, will keep people updated 

Thanks john

[johnnyboy98]

hi this is 2 months after i last posted in this and i'm seeing a lot of red now on my bqm meter also the t2 timeouts are worse than what they were before. I'll post the logs and the upstream. if someone could help me with this again as the last engineer just changed the hub and was not helpful at all. 

Upstream bonded channels

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

1	36600229	42.5	5120	32 qam	8
2	23600327	42	5120	32 qam	10
3	49600000	42.8	5120	64 qam	6
4	30100116	42.3	5120	64 qam	9
5	43100104	42.5	5120	32 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	48	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

06/01/2023 22:34:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2023 15:33:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 19:53:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 18:03:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 14:31:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 14:10:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:53:49	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:55	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:55	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:49	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:49	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:35	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:49:35	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:48:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 12:32:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Paul_DN]

Hi johnnyboy98,

Thank you for reaching back out, sorry to hear you are experiencing t3 timeouts and rs errors, I was able to locate you on our system with the details we have for you and can confirm there is an SNR (Signal to Noise Ratio) fault in your area, this is noise on the Network caused by a damaged or exposed cable, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to get this resolved ASAP.

This was first picked up on 07/1/23 and the estimated fix time is 16/01/23 @ 09:00, apologies again for any inconvenience caused.

You can keep an eye on our Service Status or you can also sign up for updates Via your Online Account.  

If you need any further help/ support, please do not hesitate to reach back out.

Regards

Paul.

[johnnyboy98]

Hi Paul 

Firstly thanks for responding back to me. When I put my postcode into the service status page it says that there are no issues in this area atm, do you not think that it should be showing on this page that there is an fault to let me and others in my area know that an issue like this exists. Secondly I believe this issue started way before the 7th of January as my t3 count on channel 3 was 124 and my internet dropped out for a couple of minutes last week before the 7th of January. Work was done back in September and my qam since then has been all over the place with 3 of the channels showing 64qam and 2 of them showing 32 or 16qam and the engineer that was sent up had the cheek to say that all the levels were fine when clearly they all should be 64qam, so to the point I think this issue has been ongoing since virgin done upgrade work in my area as my bqm meter has showed spikes and all sorts that wasn't there before the upgrade work. 

Is it possible Paul that you could private message me as I would like to give you my postcode to see that there is an actual fault in my area because if so the service status page should show it instead of saying that there is no issues at my postcode. Now Paul I'm not meaning to come across as getting angry at you as your only the messenger and I appreciate that you have notified me about this but when some of these issues were never present before the upgrade work and after getting an engineer coming to say the levels are OK when clearly their not is not on I'm afraid.

Thanks john 

[Beth_G]

Hi johnnyboy98,

Thank you for getting back to us. I've had another look at things on our end and the outage seems to have been reported as cleared - may I ask how things have been since your post on Tuesday?

Not all faults will be registered to the service status page, most intermittent, such as SNR, outages are not registered. It usually depends on how many customers are affected and the type of outage at play.

Please do let us know if you're still having issues, however everything looks fine from here.

[johnnyboy98]

Hi Beth 

Upon looking at the monitor the sea of red seems to be clear, still a lot of spikes on the network tbh but idk if that is out of your control due to the amount of people on the network, peak times etc. 

All the qam are at 64 so that's a plus and haven't had any drop outs since. Just as a point Beth as I made In my last post, I believe this issue was ongoing since September when virgin done the upgrade work to add the 5th upload channel and was told by an engineer that was sent out that everything looked OK when 2 of the qam on the upload channels were at 16qam instead of the 64 qam it is now. I'm glad it's fixed but surly an engineer from virgin should have seen this as something not being right and could have noticed the issue sooner.

Just as a question do you know when the phone system in my area is getting switched over to the voip system by any chance?

Thanks for getting back to me 

John

[Ilyas_Y]

Hi @johnnyboy98, thanks for the reply on the forums.

Unfortunately there is no current plan set in place for your area regarding the VOIP.
However, it is something we can do and arrange.
Would you like this to be done and we can start the process?

Let us know.

Kind regards,
Ilyas.