Internet service become useless - Page 2

spiderplant · 15-08-2026, 14:45

Quote:

Originally Posted by Nightdeamon

I'd love to know what's going on with F012418976, non stop T3 timeouts and profile changes with faults going back as far as June.

Currently no fault found. It is being monitored until Tuesday.

Nightdeamon · 16-08-2026, 10:55

Quote:

Originally Posted by spiderplant

Currently no fault found. It is being monitored until Tuesday.

If only that was true, F012410516 AND F012372962 was the previous fault reference before that.

I had an external repull to the cab back in May when I rejoined (was meant to be April but there was no signal when I did Quickstart) and my wall socket replaced on a subsequent engineer visit who also added a 3dB attenuator to the hub end (the service was was previously installed new to my home in 2013 and originally cancelled in 2016).

There should be nothing wrong with the cabling between the cab and my hub but there is a severe upstream ingress noise issue. it became even more noticeable with the heatwaves back in mid-June, but sadly service quality has been poor since, I have the logs and BQM graphs to prove the packet loss. its not following any pattern, but its noticeable when web pages don't load and my sky stream get interrupted several times a day.

next month, I'm going to CISCAS. I complained 11 July, its not been solved 30days later and virgin are telling me I can now cancel in 30 days from the 10th August. This feels like stalling tactics. as a network engineer myself, I can understand why this is a difficult issue to fix, but at the same time, I am not being provided with a reliable service and with the dates keep slipping on the area faults suggesting they are aware of issues which was also confirmed by the attending engineer who escalated with the network team.

I have since put my sky stream back on the smarty SIM on my CPE Pro 2, that has since been flawless! I should never had left 3/Smarty, It was a NHS discount that made me move.

Nightdeamon · 19-08-2026, 16:43

and today extended to the 21st August!

Nightdeamon · Yesterday, 21:06

what a week, something was fixed and it was a little better. My hub had a software update. But the signal issue is ongoing with some funky messages in the logs!

Time Priority Description
27-08-2026 22:02:12 notice GUI Login Status - Login Success from LAN interface
27-08-2026 21:21:04 notice US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:17:17 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:08 warning TCS Partial Service;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:08 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:06:20 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 19:13:29 notice US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 18:05:06 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 18:05:04 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 14:35:58 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 13:53:58 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 13:41:03 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 09:29:36 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 02:08:49 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 00:01:11 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;

gunner45 · Today, 07:50

There is an upstream signal problem and the 3dB attenuator might be part of the problem - but only if your upstream power is already marginal. If your upstream power is above, say, 48 dBmV, the attenuator is very likely contributing to the problem.

Power off the hub, remove the attenuator, check that all connections from the hub to the wall socket are finger tight and that the cable is not damaged or kinked, and reboot the hub. If upstream power drops to ~43–47 dBmV and downstream stays within safe limits (-6 to +10 dBmV), leave it off, but if downstream shoots above +10 dBmV then a tech needs to be called out. He can do things like replace F‑connectors both at the home and cabinet, and measure power levels at both ends.

Nightdeamon · Today, 16:16

The service was only installed in May (I rejoined for the first time since I left in 2016), I needed a re-pull as no signal when I did the Quickstart install it only worked once external pre-install team did some work outside - the siamese cable was replaced with a coaxial only cable, so I would hope the f connectors aren't an issue! I requested a new wall outlet (the last one was installed in 2013) and was given a new cable to the hub on the last tech visit in July who confirmed the issues aren't in my home. The engineer was on the phone with the network team at the time checking cabs.

This is it with the Attenuator. it was 48dBmV before it was installed recently. Whatever they did last week has improved it as I dont recall hitting profile 13 previously.

3.0 Upstream channels
Channel Frequency (Hz) Signal Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 45.8 5120 QAM 16 5
1 43100000 45.5 5120 QAM 16 6
2 36600000 45.3 5120 QAM 16 7
3 30100000 45.3 5120 QAM 16 8
4 23600000 45 5120 QAM 16 11

its fluxing. between 64QAM and 16QAM.
============
3.0 Upstream channels
Channel Frequency (Hz) Signal Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 45.8 5120 QAM 64 5
1 43100000 45.5 5120 QAM 64 6
2 36600000 45.5 5120 QAM 64 7
3 30100000 45.3 5120 QAM 64 8
4 23600000 45 5120 QAM 64 11

The downstream was reporting 10-10.5 before now its 6/7s.

3.0 Downstream channels
Channel Frequency (Hz) Signal Power (dBmV) Signal-to-Noise Ratio (dB) Modulation Channel ID
1 347000000 7.2 42 QAM 256 27
2 139000000 7.6 42 QAM 256 1
3 147000000 7.7 42 QAM 256 2
4 155000000 7.8 42 QAM 256 3
5 163000000 7.6 42 QAM 256 4
6 171000000 7.4 42 QAM 256 5
7 179000000 7.4 42 QAM 256 6
8 187000000 7.5 42 QAM 256 7
9 195000000 7.6 42 QAM 256 8
10 203000000 7.6 42 QAM 256 9
11 211000000 7.7 42 QAM 256 10
12 219000000 7.7 42 QAM 256 11
13 227000000 7.6 42 QAM 256 12
14 235000000 7.6 42 QAM 256 13
15 243000000 7.5 42 QAM 256 14
16 251000000 7.3 42 QAM 256 15
17 259000000 7.4 42 QAM 256 16
18 267000000 7.4 42 QAM 256 17
19 275000000 7.2 42 QAM 256 18
20 283000000 7.2 42 QAM 256 19
21 291000000 7.3 42 QAM 256 20
22 299000000 7.2 42 QAM 256 21
23 307000000 7 42 QAM 256 22
24 315000000 7 42 QAM 256 23
25 323000000 7 42 QAM 256 24
26 331000000 6.8 42 QAM 256 25
27 339000000 7.1 42 QAM 256 26
28 355000000 7 42 QAM 256 28
29 363000000 6.8 42 QAM 256 29
30 371000000 6.8 42 QAM 256 30
31 379000000 6.8 42 QAM 256 31

gunner45 · Today, 16:34

The 3 dB attenuator is not the problem and is actually giving you good levels. It's modulation flapping (64QAM ↔ 16QAM) which indicates the upstream signal problem.

Nightdeamon · Today, 18:07

I wouldn't put it past someone trying to extend with cheap cable, trying to feed a tv thinking it was Freeview or running some dodgy appliance. There's enough omniboxes with the covers off nearby. It is more noticeable evenings and weekends.