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csinnett's avatar
csinnett
Joining in
19 days ago

Frequent disconnections - always "wait 24hrs"

For the past 3-4 weeks my Virgin connection (old Coax - Hub 5) has been dropping out randomly anything from 1 to 6 times a day. The hub will start flashing red. It generally recovers in under 1 minute but its enough to kick you off work VPNs and calls.

I check the service status and its always green. Go through the troubleshooting steps and it always changes to "intermittent signal in your area" then asks you to check again in 24hrs. But the next time I'm working from home I repeat the process and it always asks you to wait a further 24 hours.

Is there any way to get out of this endless loop and have someone invesitgate the problem? Here are the disconnects from today:

10/11/2025 11:03noticeREGISTRATION COMPLETE - Waiting for Operational status
10/11/2025 11:03warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03noticeHonoring MDD; IP provisioning mode = IPv4
10/11/2025 11:03criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03warningToD request sent - No Response received;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:03criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:02criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:02warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 11:02warningMDD message timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:54noticeGUI Login Status - Login Success from LAN interface
10/11/2025 10:54noticeGUI Login Status - Login Fail from LAN interface
10/11/2025 10:54noticeREGISTRATION COMPLETE - Waiting for Operational status
10/11/2025 10:54warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:54noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:53noticeHonoring MDD; IP provisioning mode = IPv4
10/11/2025 10:53criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:53warningToD request sent - No Response received;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:52criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:52warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 10:52warningMDD message timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:21warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:21noticeREGISTRATION COMPLETE - Waiting for Operational status
10/11/2025 08:21noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:21warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:21noticeHonoring MDD; IP provisioning mode = IPv4
10/11/2025 08:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:20criticalCable Modem Reboot because of - HW or Power-On Reset
10/11/2025 08:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
10/11/2025 08:15criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;

6 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    17 days ago

    Hi csinnett,

    Thanks for your post and welcome to our community. 

    We're sorry to hear about the service issues you've been having. 

    How have things been since posting please?

    Ae you still having connection issues?

    Please pop back to us when you can. 

  • csinnett's avatar
    csinnett
    Joining in
    19 days ago

    My Virgin internet connection keeps dropping out - 1-5 times a day, and it has been happening for the past month or so. Each time the hub will flash red. It normally recovers in less than 1 minute, but is enough to disconnect from work VPNs etc.

    Every time I check the service status it says everything is OK and takes me throgh the rebooting the router troubleshooting steps. Then it changes to "intermittent signal in my area" and asks me to check again in 24hrs. But when I'm next at home and notice it, I start the process again and it asks me to wait a further 24hrs.

    Is there any way out of this seemingly endless loop? How to I get someone to investigate the problem?

    Here are the disconnects from today:

    10/11/2025 11:03noticeREGISTRATION COMPLETE - Waiting for Operational status
    10/11/2025 11:03warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03noticeHonoring MDD; IP provisioning mode = IPv4
    10/11/2025 11:03criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03warningToD request sent - No Response received;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:03criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:02criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:02warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 11:02warningMDD message timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:54noticeGUI Login Status - Login Success from LAN interface
    10/11/2025 10:54noticeGUI Login Status - Login Fail from LAN interface
    10/11/2025 10:54noticeREGISTRATION COMPLETE - Waiting for Operational status
    10/11/2025 10:54warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:54noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:53noticeHonoring MDD; IP provisioning mode = IPv4
    10/11/2025 10:53criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:53warningToD request sent - No Response received;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:52criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:52warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 10:52warningMDD message timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:21warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:21noticeREGISTRATION COMPLETE - Waiting for Operational status
    10/11/2025 08:21noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:21warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:21noticeHonoring MDD; IP provisioning mode = IPv4
    10/11/2025 08:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:20criticalCable Modem Reboot because of - HW or Power-On Reset
    10/11/2025 08:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    10/11/2025 08:15criticalNo Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1;
    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      17 days ago

      Hey csinnett, thank you for reaching out and we are so sorry to hear about your connection issues.

      We've just replied to you on another thread, please do check this out when you can do. 

      • kbor's avatar
        kbor
        Just joined
        3 days ago

        Hi, 

        I'm having the same issue as the user who posted the initial post. Could you also aid me in resolving this problem? I've been in and out of wifi for about 3 months now - with about 3 VM engineers coming in to have a look at my broadband just for it to do the same thing afterwards. Keeps flashing red 3 to 4 times a day and cutting out internet (both the devices connected via cable and wifi) before recovering with no fix - whilst the app just states "Intermittent signal in your area" and to check back every 24 hours with no further instructions.