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Sukio
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Internet keeps dropping everyday

Hi,

I have had an ongoing issue with my internet dropping everyday at about the same times.

It usually lasts 30 seconds - 2/3 mins

My network log of a recent outage is below:

2016-11-06 06:59:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-06 06:59:25.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-06 06:59:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-06 06:59:26.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-06 06:59:31.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-06 06:59:33.0082000400Received 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;
2016-11-06 07:01:06.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Let me know if you need any more help and any advice would be v much appreciated!

Sukh

 

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Superuser
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Re: Internet keeps dropping everyday

Hi Sukh

In addition to the log already posted, it would be helpful to see the figures from the Downstream & Upstream sections of the hub.  If you could copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  


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Superuser
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Helpful Answer

Re: Internet keeps dropping everyday

Hi Sukh

In addition to the log already posted, it would be helpful to see the figures from the Downstream & Upstream sections of the hub.  If you could copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Forum Team (Retired) Adam_L
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Re: Internet keeps dropping everyday

Hi Sukio, 

 

Thanks for posting! I am sorry to hear that your internet keeps dropping everyday, I apologise for any troubles.

 

I have tested things from here and I couldn't see anything out of the ordinary, no errors or time outs inside the Hubs logs 

 

Are you still having these issues? If so, please respond to me here with a recent copy of your Hubs logs for me to compare with the data we have here.

 

Also, when the disconnection occur is there any noticeable change to your Hubs light sequence?

 

Take care,

Thanks, 

Adam.


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Sukio
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Re: Internet keeps dropping everyday

Thanks for getting back to me

Yes, still getting this issue but it really varies day by day. Just had a couple of drops now, always the same thing with the route, its starts flashing green and then the top two symbols appear before going white.

Logs are below:

 

2016-11-20 14:36:12.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 14:36:17.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 14:36:19.0082000400Received 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;
2016-11-20 14:37:21.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:00:20.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:00:20.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:00:21.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:00:26.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:00:27.0082000400Received 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;
2016-11-20 15:02:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:03:52.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:03:52.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:03:52.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:03:57.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:05.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:05.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:06.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:06.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:10.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-20 15:04:25.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

And streams are:

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

6231000000ATDMA4516 qam64000005120
6137600000ATDMA4516 qam64000005120

 

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

12430000005.538.9256 qam6
2323000000337.6256 qam16
33150000003.238.6256 qam15
43070000003.538.6256 qam14
52990000004.138.9256 qam13
62910000004.438.9256 qam12
72830000004.838.9256 qam11
8275000000538.9256 qam10
92670000005.338.9256 qam9
102590000005.538.9256 qam8
112510000005.538.9256 qam7
122350000005.938.9256 qam5
132270000006.138.6256 qam4
142190000006.538.9256 qam3
152110000006.838.9256 qam2
16203000000738.9256 qam1
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Forum Team (Retired) Adam_L
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Re: Internet keeps dropping everyday

Hi Sukio, 

Thanks for letting us know about your issues with your internet dropping everyday, I apologise for any troubles incurred. I will do my best to resolve this for you.

I have tested things from here and I can see that there's a number of time outs inside the Hubs logs, I would like to arrange for an engineer to attend and investigate this further. I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking.

Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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