Intermittent Signal in Area with errors indicated in logs

Question

I have been having issues with my broadband for several weeks. Virgin Media keep stating there is an intermittent signal error and wait for 24hrs. At that point they state there is no issue.

This morning, on checking the Service Status I got the message We can’t connect to the broadband kit in your home After reboot and doing a Service Status check I was presented with Intermittent signal in your area. Check back in 24 hrs I then received a text informing me an issue had been found and to book the time for an engineer visit. The link took me to the Service Status page and once again informed Intermittent signal in your area. Check back in 24 hrs. This has happened several times over the last week.

Do I require an engineer visit?

Any assistance would be appreciated.

Prior to rebooting I pulled the overnight logs:

oracle57 · Answer

&nbsp;3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID1411000000442QAM 256124190000003.942QAM 256234270000003.941QAM 25634435000000441QAM 25645443000000442QAM 256564510000004.242QAM 256675310000002.741QAM 2561685390000002.641QAM 2561795470000002.341QAM 25618105550000002.141QAM 2561911563000000241QAM 25620125710000001.841QAM 25621135790000001.741QAM 25622145870000001.441QAM 25623155950000001.241QAM 2562416603000000140QAM 25625176110000000.840QAM 25626186190000000.640QAM 25627196270000000.740QAM 25628206350000000.840QAM 25629216430000000.940QAM 25630226510000000.940QAM 25631236590000000.940QAM 25632246670000001.240QAM 25633256750000001.540QAM 25634266830000001.740QAM 25635276910000001.740QAM 25636286990000001.940QAM 25637297070000001.940QAM 25638307150000001.940QAM 25639317230000001.740QAM 256403.0 Downstream channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked42360214372Locked427193Locked414114Locked419205Locked428196Locked424217Locked415218Locked418169Locked41121510Locked41122311Locked41142512Locked41112913Locked41101414Locked41131615Locked41171616Locked40132417Locked40251118Locked40251319Locked40221020Locked40212521Locked40281622Locked40202623Locked40291224Locked40221925Locked40171526Locked40101827Locked40171528Locked40121129Locked40121730Locked40162531Locked4016163.1 Downstream channelsChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)41944K1840QAM 409611083.1 Downstream channelsChannel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)41Locked0-1.21437543742125&nbsp;

oracle57 · Answer

3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID1411000000442QAM 256124190000003.942QAM 256234270000003.941QAM 25634435000000441QAM 25645443000000442QAM 256564510000004.242QAM 256675310000002.741QAM 2561685390000002.641QAM 2561795470000002.341QAM 25618105550000002.141QAM 2561911563000000241QAM 25620125710000001.841QAM 25621135790000001.741QAM 25622145870000001.441QAM 25623155950000001.241QAM 2562416603000000140QAM 25625176110000000.840QAM 25626186190000000.640QAM 25627196270000000.740QAM 25628206350000000.840QAM 25629216430000000.940QAM 25630226510000000.940QAM 25631236590000000.940QAM 25632246670000001.240QAM 25633256750000001.540QAM 25634266830000001.740QAM 25635276910000001.740QAM 25636286990000001.940QAM 25637297070000001.940QAM 25638307150000001.940QAM 25639317230000001.740QAM 256403.0 Downstream channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked42360214372Locked427193Locked414114Locked419205Locked428196Locked424217Locked415218Locked418169Locked41121510Locked41122311Locked41142512Locked41112913Locked41101414Locked41131615Locked41171616Locked40132417Locked40251118Locked40251319Locked40221020Locked40212521Locked40281622Locked40202623Locked40291224Locked40221925Locked40171526Locked40101827Locked40171528Locked40121129Locked40121730Locked40162531Locked4016163.1 Downstream channelsChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)41944K1840QAM 409611083.1 Downstream channelsChannel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)41Locked0-1.21437543742125&nbsp;

oracle57 · Answer

3.0 Upstream channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID04960000043.85120QAM 645143100000445120QAM 64623660000043.85120QAM 64733010000043.85120QAM 64842360000043.55120QAM 64113.0 Upstream channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts0ATDMA00301ATDMA00502ATDMA00603ATDMA00404ATDMA00403.1 Upstream channelsChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation1210.439.02KQAM 2563.1 Upstream channelsChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts12OFDMA2087400000030&nbsp;

oracle57 · Answer

Network Log&nbsp;TimePriorityDescription25-09-2025 22:07:14noticeGUI Login Status - Login Success from LAN interface25-09-2025 21:47:32noticeGUI Login Status - Login Success from LAN interface25-09-2025 20:30:12noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:29:57noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:29:52noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 5 6 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.25-09-2025 20:29:52noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:29:52noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:29:52noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:29:49warningTCS Partial Service;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:28:55criticalNo Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 20:28:52warningMDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 12:06:53noticeREGISTRATION COMPLETE - Waiting for Operational status25-09-2025 12:06:42noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 12:06:39warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 12:06:37noticeHonoring MDD; IP provisioning mode = IPv425-09-2025 12:06:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;25-09-2025 12:06:29criticalCable Modem Reboot because of - HW or Power-On Reset&nbsp;

Adduxi · Answer

Apart from the T3 errors and a bit of noise of Channel 1 DS, nothing jumps out. Post the network log as well and setup a BQM to monitor the incoming circuit

http://www.thinkbroadband.com/ping

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Intermittent Signal in Area with errors indicated in logs

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Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	411000000	4	42	QAM 256	1
2	419000000	3.9	42	QAM 256	2
3	427000000	3.9	41	QAM 256	3
4	435000000	4	41	QAM 256	4
5	443000000	4	42	QAM 256	5
6	451000000	4.2	42	QAM 256	6
7	531000000	2.7	41	QAM 256	16
8	539000000	2.6	41	QAM 256	17
9	547000000	2.3	41	QAM 256	18
10	555000000	2.1	41	QAM 256	19
11	563000000	2	41	QAM 256	20
12	571000000	1.8	41	QAM 256	21
13	579000000	1.7	41	QAM 256	22
14	587000000	1.4	41	QAM 256	23
15	595000000	1.2	41	QAM 256	24
16	603000000	1	40	QAM 256	25
17	611000000	0.8	40	QAM 256	26
18	619000000	0.6	40	QAM 256	27
19	627000000	0.7	40	QAM 256	28
20	635000000	0.8	40	QAM 256	29
21	643000000	0.9	40	QAM 256	30
22	651000000	0.9	40	QAM 256	31
23	659000000	0.9	40	QAM 256	32
24	667000000	1.2	40	QAM 256	33
25	675000000	1.5	40	QAM 256	34
26	683000000	1.7	40	QAM 256	35
27	691000000	1.7	40	QAM 256	36
28	699000000	1.9	40	QAM 256	37
29	707000000	1.9	40	QAM 256	38
30	715000000	1.9	40	QAM 256	39
31	723000000	1.7	40	QAM 256	40

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	42	3602	1437
2	Locked	42	7	19
3	Locked	41	4	11
4	Locked	41	9	20
5	Locked	42	8	19
6	Locked	42	4	21
7	Locked	41	5	21
8	Locked	41	8	16
9	Locked	41	12	15
10	Locked	41	12	23
11	Locked	41	14	25
12	Locked	41	11	29
13	Locked	41	10	14
14	Locked	41	13	16
15	Locked	41	17	16
16	Locked	40	13	24
17	Locked	40	25	11
18	Locked	40	25	13
19	Locked	40	22	10
20	Locked	40	21	25
21	Locked	40	28	16
22	Locked	40	20	26
23	Locked	40	29	12
24	Locked	40	22	19
25	Locked	40	17	15
26	Locked	40	10	18
27	Locked	40	17	15
28	Locked	40	12	11
29	Locked	40	12	17
30	Locked	40	16	25
31	Locked	40	16	16

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	43.8	5120	QAM 64	5
1	43100000	44	5120	QAM 64	6
2	36600000	43.8	5120	QAM 64	7
3	30100000	43.8	5120	QAM 64	8
4	23600000	43.5	5120	QAM 64	11

Time	Priority	Description
25-09-2025 22:07:14	notice	GUI Login Status - Login Success from LAN interface
25-09-2025 21:47:32	notice	GUI Login Status - Login Success from LAN interface
25-09-2025 20:30:12	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:29:57	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:29:52	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 2 3 4 5 6 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.
25-09-2025 20:29:52	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:29:52	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:29:52	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:29:49	warning	TCS Partial Service;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:28:55	critical	No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 20:28:52	warning	MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 12:06:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
25-09-2025 12:06:42	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 12:06:39	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 12:06:37	notice	Honoring MDD; IP provisioning mode = IPv4
25-09-2025 12:06:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-09-2025 12:06:29	critical	Cable Modem Reboot because of - HW or Power-On Reset

Channel	Channel Type	T3 Timeouts
0	ATDMA	3
1	ATDMA	5
2	ATDMA	6
3	ATDMA	4
4	ATDMA	4