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Motor_Mike
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Broadband dropping out frequently

I am having issues with my virgin media broadband dropping out for around 10 seconds then coming back online. It is happening multiple times throughout the day and night and seems to come at very similar times each day. It has done this a little since I have had it installed, however recently it seems to be more frequent.

Data from router status is:

Downstream bonded channels
ChannelFrequency(Hz)Power
(dBmV)
SNR
(dB)
ModulationChannel ID
12990000001038.6256 qam17
23230000001138.9256 qam20
331500000010.538.9256 qam19
43070000001038.6256 qam18
529100000010.338.6256 qam16
628300000010.638.6256 qam15
727500000010.638.6256 qam14
826700000010.538.6256 qam13
925900000010.338.6256 qam12
1025100000010.538.6256 qam11
1124300000010.638.6256 qam10
122350000001138.9256 qam9
1322700000011.138.6256 qam8
1421900000011.138.9256 qam7
1521100000011.338.9256 qam6
1620300000011.538.9256 qam5
1719500000011.540.3256 qam4
1818700000011.638.9256 qam3
1917900000011.538.9256 qam2
2017100000011.640.3256 qam1

 

Upstream bonded channels
Channel IDFrequency(Hz)ModePower
(dBmV)
ModulationChannel Bandwidth(Hz)Symbol Rate (ksps)
231000000ATDMA38.516 qam64000005120
324400000ATDMA38.516 qam64000005120

 

Operational Configuration
General ConfigurationValue
Network accessEnabled
Maximum Number of CPEs1
Baseline PrivacyEnabled
Docsis ModeDocsis30
Config filewrkldJKDHSUBsgvca698
Primary Downstream Service Flow
SFID4814
Max Traffic Rate230000000
Primary Upstream Service Flow
SFID4813
Max Traffic Rate12700000

 

Network Log
Date And TimeError NumberEvent Description
02/02/17 18:2768010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/17 06:5668010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/17 06:5668010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/17 02:4082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/17 02:2884000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/17 10:2168010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/17 15:0882000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/17 02:0668010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/17 11:3182000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/17 13:5568010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/17 17:5168010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/17 17:5168010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/17 19:5482000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/17 18:0268010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/17 13:4368010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/17 13:4368010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/17 02:2884000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/17 07:3982000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/17 03:4968010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/17 07:2382000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Sorry for the formatting!

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Superuser
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Re: Broadband dropping out frequently

Your downstream power levels are too high and need to be looked at by VM.

There are quite a few T3 errors in the log which might explain the dropouts but they a few and far between.

Is the connection dropping on a wired connection, or just wireless connections?

Anyway you will need to contact VM to look at the downstream power levels, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Forum Team
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Re: Broadband dropping out frequently

Hi there Motor_Mike,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing intermittent broadband connection.

 

As griffin mentioned the downstream power levels are too high and for this I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Hope to hear from you soon

Sam


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Superuser
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Message 2 of 6
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Helpful Answer

Re: Broadband dropping out frequently

Your downstream power levels are too high and need to be looked at by VM.

There are quite a few T3 errors in the log which might explain the dropouts but they a few and far between.

Is the connection dropping on a wired connection, or just wireless connections?

Anyway you will need to contact VM to look at the downstream power levels, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Motor_Mike
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Re: Broadband dropping out frequently

This is on wired, but happens also on wireless. Thanks for the info. much appreciated.
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Re: Broadband dropping out frequently

Hi there Motor_Mike,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing intermittent broadband connection.

 

As griffin mentioned the downstream power levels are too high and for this I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Hope to hear from you soon

Sam


New around here? To find out more about the Community check out our Getting Started guide


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Motor_Mike
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Re: Broadband dropping out frequently

The engineer came round yesterday and has reduced the power, however i am still seeing the service drop out as before.

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Re: Broadband dropping out frequently

Hi Motor_Mike,

 

Thanks for posting!

 

Sorry to hear you're still having trouble with this.

 

I've run diagnostics on the equipment and I can see an issue with your Upstream levels as well as timeouts in the hub logs. This is a bit unusual considering the technician has not long been out to you.

 

I'd like to arrange another technician visit to have this investigated further. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Speak soon Smiley Very Happy

 

Josh


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