Virgin 50 meg connection issues

Kaelsin

Kaelsin

Kaelsin

Associate
Joined
7 Aug 2009
Posts
333
Pretty horrific night with virgin 50 meg since we've had it, last night was by far the worst. We've made several complaints over the past few month's but getting nothing out of virgin.

Last night from 9pm, and continuing through out today day there has been constant cut out's needing a reset. Waiting for my confirmation email for the virgin forum, but knowing there are some very knowledgeable people on this forum thought I would post our router stats here to see if anyone can shed some light on this:

First Time Last Time Priority Description
Sat Mar 6 00:57:36 2010 Sat Mar 6 00:57:36 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 00:58:42 2010 Sat Mar 6 00:58:42 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:02:52 2010 Sat Mar 6 01:04:27 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:04:29 2010 Sat Mar 6 01:04:29 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:04:59 2010 Sat Mar 6 01:04:59 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:05:18 2010 Sat Mar 6 01:05:18 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:05:20 2010 Sat Mar 6 01:05:20 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:08:20 2010 Sat Mar 6 01:08:20 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:08:30 2010 Sat Mar 6 01:08:30 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:08:41 2010 Sat Mar 6 01:08:41 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:09:13 2010 Sat Mar 6 01:09:55 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:10:27 2010 Sat Mar 6 01:12:33 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 01:12:44 2010 Sat Mar 6 07:29:11 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:02:12 2010 Sat Mar 6 08:02:12 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:03:59 2010 Sat Mar 6 08:03:59 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:05:04 2010 Sat Mar 6 08:05:04 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:05:26 2010 Sat Mar 6 08:05:26 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:05:36 2010 Sat Mar 6 08:10:04 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:10:36 2010 Sat Mar 6 08:11:09 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:12:45 2010 Sat Mar 6 08:12:45 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:13:30 2010 Sat Mar 6 08:13:30 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:13:32 2010 Sat Mar 6 08:13:32 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:13:49 2010 Sat Mar 6 08:16:19 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:17:45 2010 Sat Mar 6 08:19:33 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:20:16 2010 Sat Mar 6 08:20:16 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:20:58 2010 Sat Mar 6 08:21:30 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:21:52 2010 Sat Mar 6 08:21:52 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:22:13 2010 Sat Mar 6 08:22:13 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:22:35 2010 Sat Mar 6 08:22:35 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:23:50 2010 Sat Mar 6 08:24:03 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:24:12 2010 Sat Mar 6 08:24:33 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:24:35 2010 Sat Mar 6 08:24:35 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:24:44 2010 Sat Mar 6 08:24:55 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:25:16 2010 Sat Mar 6 08:25:16 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:25:59 2010 Sat Mar 6 08:25:59 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:26:20 2010 Sat Mar 6 08:26:20 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:30:18 2010 Sat Mar 6 08:34:16 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 08:34:18 2010 Sat Mar 6 08:34:18 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 6 11:15:39 2010 Sat Mar 6 19:19:38 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

Downstream:

Power Level
(dBmV) 11.46

Upstream:

Power Level
(dBmV) 51.25

Regards

Kaelsin,
 
If it hasn't already been said at the Cable Forum, your downstream power is way too high, it should be as close to 0dBmV as possible.

You will need to contact Virgin Media Support (good luck with that! ;)) and get them to send a technician round to sort it out.
He will do one of two things:
1)Add one or two little silver inline attenuators to the cable in between your wall box and the modem, this will lower the inbound signal level.
2)Pop over to your local green cabinet and adjust the voltage levels there.

Hope this helps.
 
BloodyL said:
If it hasn't already been said at the Cable Forum, your downstream power is way too high, it should be as close to 0dBmV as possible.

You will need to contact Virgin Media Support (good luck with that! ;)) and get them to send a technician round to sort it out.
He will do one of two things:
1)Add one or two little silver inline attenuators to the cable in between your wall box and the modem, this will lower the inbound signal level.
2)Pop over to your local green cabinet and adjust the voltage levels there.

Hope this helps.
Click to expand...

After being sat around on the phone for around 40 minutes, finally got some where with Virgin. We have a "Master Engineer" coming out Monday morning to hopefully solve the problem.
 
SupermotoMX said:
lets us know how it turns out
Click to expand...

Engineer just left, he had changed our port etc at the box round the corner. When he came in and asked if we had a laptop which we did, he plugged an attenuator into the modem and then plugged the modem directly into the Laptop

Our power levels this morning were 13.56 down stream, and were now -1.56 which of course was now fine, and also the laptop was showing 50 Mbps download fine. It then began to slow down again to 25 Mbps , and the power levels were rising to 3-4 but not going too high.

He said the problems maybe coming from the Netgear router, even though the Netgear router we were supplied with was from Virgin. If the router is causing the problem that it is our problem to replace which is fine BUT they will charge us £75 for this call out?

I'm sorry, this was never mentioned to me at all on the phone, nor by the engineer till he left.

They will do several tests at the box in the street for 14 days then call us, if it is deemed that the box is fine they will charge us the £75.

Surely Virgin cant be allowed to do this?
 
If the power level was that high, necessitating the engineer turning down the voltage and switching port in the cabinet, then surely that should be a FOC call-out? Your router is neither here nor there in the matter, as clearly there was a power issue with their end. I'd be arguing that one if I was you.
 
Rainmaker said:
If the power level was that high, necessitating the engineer turning down the voltage and switching port in the cabinet, then surely that should be a FOC call-out? Your router is neither here nor there in the matter, as clearly there was a power issue with their end. I'd be arguing that one if I was you.
Click to expand...

I totally plan on fighting it if my bill comes through with a call out charge, all he seemed to be concerned with was telling it me it could be the router. As soon as he mentioned he had played with the box and made some alterations he must have discovered some sort of issue to begin.

We have several PC's within the house with one being on wireless, he said i should turn the wireless security off from WEP as he recently went to a call out where the wireless security was causing the router to be unstable? I've never heard of the wireless security causing huge problems with the downstream power.
 
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