Forum Discussion

feu22's avatar
feu22
Joining in
17 days ago

Continuous disconnections & re-syncs

Hello. We're losing our internet connection several times per day. The problems have intensified since January and we're now at the point where it's becoming impossible to complete meaningful work during the day or watch anything streamed in the evening.

I've ruled-out all of the hardware in the house as the issues go away as soon as the Superhub finally re-syncs and all lights are stable. I've also found logs on the Superhub that seems to point to an issue similar to this: RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the | Virgin Media Community - 5317491 

Here are some example logs around the time of an incident:

Date & Time | Severity | Message
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:04:09 | warning | Dynamic Range Window violation
02-03-2025 16:04:09 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:03:59 | notice | US profile assignment change. US Chan ID: 13; Previous Profile: 11 13; New Profile: 12 13; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:03:54 | notice | REGISTRATION COMPLETE - Waiting for Operational status
02-03-2025 16:03:50 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:03:49 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:03:44 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
02-03-2025 16:03:41 | notice | TLV-11 - unrecognized OID; CM-MAC=54:47:cc:b8:39:e7; CMTS-MAC=00:01:5c:74:b6:6d; CM-QOS=1.1; CM-VER=3.1
...

  • Buffer6's avatar
    Buffer6
    Legend
    16 days ago

    It sounds like you're experiencing a frustrating issue with your internet connection. The logs you provided indicate a problem with the commanded power levels and dynamic range window violations. These issues can cause intermittent connectivity problems.

    Here are a few steps you can take to address this issue:

    Check Connections: Ensure all cables are securely connected and not damaged. Sometimes, loose or damaged cables can cause signal issues.

    Restart Equipment: Power cycle your modem and router by unplugging them for about 30 seconds and then plugging them back in.

    Contact Virgin Media Support: Since you've already ruled out hardware issues, it's best to contact Virgin Media customer support. Provide them with the logs and details of your issue. They may need to send a technician to check the signal quality and line conditions.

    You can reach Virgin Media customer support by calling 150 from your Virgin Media landline or 0345 454 1111 from any other phone. You can also use their Live Chat feature for quick assistance.

  • feu22's avatar
    feu22
    Joining in
    14 days ago

    Does Virgin Media no longer monitor this forum?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      10 days ago

      Hi feu22, thank you for your posts and apologies for the delay in responding.

      We're sorry to hear about the problems you've been having 😔

      In order to discuss this matter with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Thank you for your support Buffer6 👍

      Regards,
      Daniel