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Biotic
(newbie) Tue 02-May-23 23:57:29

Potential Modem Issues

[link to this post]

I have a virgin media hub 3.0 in modem mode and have recently been getting inconsistent traffic recently with sporadic dropout for a couple seconds every 5 mins or so. I was wondering if it was an issue with the modem so I've included all the relevant data below with the hope that someone smarter than me might be able to spot anything potentially wrong.

All the data can be found HERE

Cheers!

My Broadband Ping

Brunel
(fountain of knowledge) Fri 05-May-23 11:34:03

Re: Potential Modem Issues

[re: Biotic] [link to this post]

UPSTREAM CHANNELS: All should be 64 QAM:

T1 Timeout.... Channel 4

Check for area faults 0800 561 0061

Probably requires engineer visit.

broo
(newbie) Fri 05-May-23 15:24:22

Re: Potential Modem Issues

[re: Biotic] [link to this post]

@Brunel,
that's a T3 time-out.
It's just the formatting.
My eyes got fooled by it too at first!

@Biotic

Brunel is correct, all upstream channels should be locked to 64QAM.
Usually a sign of noise ingress when they start to dip.

Do you have any historical data?
I'm going to assume the hub was rebooted very recently:
since, your Pre-RS errors seem fairly low(this is good) and you have no Post-RS errors(which is fantastic)

Also, could you post data from the network log tab?
You'll have to manually edit out your MAC address however.

Edited by broo (Fri 05-May-23 15:38:09)

Biotic
(newbie) Fri 05-May-23 16:07:50

Re: Potential Modem Issues

[re: broo] [link to this post]

Sorry about the formatting! But here are my logs for the last little bit:

Text

05/05/2023 11:47:56     notice  LAN login Success;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;04/05/2023 21:26:40     notice  LAN login Success;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
04/05/2023 14:32:10     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;03/05/2023 15:45:0      notice  LAN login Success;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
03/05/2023 00:47:18     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;02/05/2023 22:36:0      notice  LAN login Success;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
02/05/2023 11:24:30     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;29/04/2023 12:47:18     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
27/04/2023 10:11:59     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;26/04/2023 17:51:40     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
26/04/2023 07:59:38     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;24/04/2023 17:01:4      notice  LAN login Success;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;21/04/2023 18:42:56     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
20/04/2023 01:07:42     critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;18/04/2023 06:42:56     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;
17/04/2023 10:45:0      critical        No Ranging Response received - T3 time-out;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;14/04/2023 18:42:56     Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[MAC];CMTS-MAC=[MAC];CM-QOS=1.1;CM-VER=3.0;

My Broadband Ping

Edited by Biotic (Fri 05-May-23 16:08:22)

broo
(newbie) Fri 05-May-23 18:17:53

Re: Potential Modem Issues

[re: Biotic] [link to this post]

Aha, don't worry about the formatting! smile

I got you! smile

Nothing sticking our majorly in those logs,
just T3's from different days - a few isn't an issue.

post a new set up of upstream/downstream logs once you have a few more hours or so uptime.

I'll keep an eye on your broadband monitor, it looks a bit spiky - but that's to be expected when your QAM is dropping from 64.

I'd suggest as Brunel did: call in the fault checker line, since it's more updated on postcode level in comparison to online fault checker - although it's worth checking both.

I'd also make a post on the VM forums with all the logs you've provided here and your Quality monitor! - although they usually take a few days to reply.

I'm putting my money on an SNR/noise ingress issue.
Definitely will need a technician to take a gander at it (if not already reported/escalated)

Edited by broo (Fri 05-May-23 18:25:20)

Biotic
(newbie) Fri 05-May-23 19:23:48

Re: Potential Modem Issues

[re: broo] [link to this post]

Thank you so much for all your help! Its just weird cause I have been suffering from 10s outages every few minutes (only in the evenings) for a couple days now, so am just trying every option.
Ill respond again in a couple days once I have more data which will hopefully paint a clearer picture.
Thanks again laugh

My Broadband Ping

Biotic
(newbie) Fri 05-May-23 19:29:30

Re: Potential Modem Issues

[re: Brunel] [link to this post]

Ill give them a call for sure, sorry about the formatting but thank you for the info!

My Broadband Ping

broo
(newbie) Fri 05-May-23 22:53:59

Re: Potential Modem Issues

[re: Biotic] [link to this post]

Don't even worry about the formatting! smile

Keep us updated on how it goes!

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