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JimmyT85
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Internet keeps losing connection

Hi there

Since Monday, the internet keeps losing connection.


It will come back on for about 10 minutes, then go off again. It will be off for around 10 minutes, then will return without me having to do anything.

I've tried restarting the Superhub, I've ran Windows Diagnostics and also Troubleshooter, but it's still happening.

I called Virgin and they did tests down the line, but found no issue.

Any help is greatly appreciated

Thank you

Item Status Comments

Acquired Downstream Channel(Hz)
323000000
Locked
Ranged Upstream Channel(Hz)
32600000
Locked
Provisioning State
Online

 

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

13230000002.235.5256 qam16
23150000002.234.3256 qam15
33070000002.736.6256 qam14
4299000000231256 qam13
52910000001.937.6256 qam12
62830000001.938.9256 qam11
72750000000.938.6256 qam10
82670000001.537.3256 qam9
9259000000338.6256 qam8
102510000002.438.9256 qam7
112430000001.738.6256 qam6
122350000003.538.9256 qam5
13227000000338.6256 qam4
142190000002.437.6256 qam3
15211000000337.6256 qam2
162030000003.538.6256 qam1

 

Upstream bonded channelsChannel IDFrequency(Hz)ModePower
(dBmV)ModulationChannel Bandwidth(Hz)Symbol Rate (ksps)732600000ATDMA51.364 qam64000005120825800000ATDMA51.364 qam64000005120

Primary Downstream Service Flow
SFID1358
Max Traffic Rate230000000
Primary Upstream Service Flow
SFID1357
Max Traffic Rate

12700000

 

Network Log Date And Time Error Number Event Description

2017-03-30 17:35:05.0067040400DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:36:04.0067021100DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:37:50.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:43:00.0067021100DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:45:44.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:47:51.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:47:58.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:48:53.0067021100DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:49:08.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:52:24.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 17:52:54.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:10:39.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:20:36.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:22:42.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:32:21.0083010200Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:32:22.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:40:27.0083000104Service Add rejected - Required parameter not present;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:42:35.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:57:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-30 18:58:02.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
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Message 2 of 2
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Re: Internet keeps losing connection

Hello JimmyT85,

Thanks for posting Smiley Happy

Sorry to hear about the problems with your connection. I've tried to look into this but I can't seem to find your account info. Please drop me a PM confirming your name and address so I can investigate further.

Thanks for your patience,

Take care.

Heather_J

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