Forum Discussion

mattcodling's avatar
mattcodling
On our wavelength
10 months ago

Connection dropping out

Hello,

Recently my VM connection has been dropping out every now and then. It only drops out very shortly but it’s obviously not ideal. This never used to happen.

I’ve reset the router twice which seemed to fix the issue temporarily, but I shouldn’t need to keep doing this. 
tried to speak with VM support but it’s impossible to just get an engineer out.

Anyone able to assist on how to just organise an engineer? I pay a lot for my service and don’t need the hassle of speaking with someone for an hour to get one booked. 
thanks

  • Hi,

    Could you please provide the downstream, upstream and network logs?

    To get these - go to 192.168.0.1 (or 192.168.100.1 if in modern mode) and click “Check Router Status’ 

    There’s the forum team here - but they can take a few days to respond (and sometimes ignore clear issues) 

    • mattcodling's avatar
      mattcodling
      On our wavelength

      Thanks, I'm on the router page now but can't seem to find an option to export the Downstream, Upstream. The Network Logs don't load. I've attached a snip of the Status.

       

      • mattcodling's avatar
        mattcodling
        On our wavelength

        Got a little further after a reboot through web console. I'm seeing these critical messages from the last few days in the network log: This could just be extra noise for all I know. Have blanked out MAC.

         

        Time Priority Description

        14-05-2024 11:56:12noticeGUI Login Status - Login Success from LAN interface
        14-05-2024 10:46:10noticeREGISTRATION COMPLETE - Waiting for Operational status
        14-05-2024 10:46:06noticeUS profile assignment change. US Chan ID: 7; Previous Profile: 13; New Profile: 11 13.;CM-MAC=xxxxx;CMTS-MAC=xxxxxCM-QOS=1.1;CM-VER=3.1;
        14-05-2024 10:46:01noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxCMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
        14-05-2024 10:45:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxxxxx35;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        14-05-2024 10:45:51noticeHonoring MDD; IP provisioning mode = IPv4
        14-05-2024 10:45:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        14-05-2024 10:45:27criticalCable Modem Reboot because of - unknown
        13-05-2024 14:08:48critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=xxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        13-05-2024 14:08:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        13-05-2024 14:07:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        11-05-2024 01:17:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        05-05-2024 08:26:17criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
        02-05-2024 17:32:30criticalCable Modem Reboot because of - Reboot Timezone Change
        02-05-2024 17:32:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        02-05-2024 17:29:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        02-05-2024 17:29:17criticalCable Modem Reboot because of - pin-reset
  • mattcodling's avatar
    mattcodling
    On our wavelength

    Downstream info:

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13060000003.441QAM 25622
    21460000006.140QAM 2562
    31540000005.940QAM 2563
    41620000005.540QAM 2564
    51700000005.140QAM 2565
    61780000004.840QAM 2566
    71860000004.640QAM 2567
    81940000004.640QAM 2568
    92020000004.740QAM 2569
    102100000004.840QAM 25610
    112180000004.741QAM 25611
    122260000004.441QAM 25612
    132340000004.141QAM 25613
    14242000000441QAM 25614
    152500000003.941QAM 25615
    162580000004.141QAM 25616
    172660000004.141QAM 25617
    18274000000441QAM 25618
    19282000000441QAM 25619
    202900000004.241QAM 25620
    212980000003.941QAM 25621
    223140000003.341QAM 25623
    233220000003.241QAM 25624
    24330000000341QAM 25625
    253700000002.441QAM 25626
    263780000002.141QAM 25627
    273860000001.741QAM 25628
    283940000001.541QAM 25629
    294020000001.341QAM 25630
    304100000001.641QAM 25631
    314180000001.841QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4100
    2Locked4000
    3Locked4000
    4Locked4000
    5Locked4000
    6Locked4000
    7Locked4000
    8Locked4000
    9Locked4000
    10Locked4000
    11Locked4100
    12Locked4100
    13Locked4100
    14Locked4100
    15Locked4100
    16Locked4100
    17Locked4100
    18Locked4100
    19Locked4100
    20Locked4100
    21Locked4100
    22Locked4100
    23Locked4100
    24Locked4100
    25Locked4100
    26Locked4110
    27Locked4100
    28Locked4100
    29Locked4100
    30Locked4110
    31Locked4100

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked39-5.9173850790

    Upstream:

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000039.55120QAM 641
    14310000039.55120QAM 642
    23660000039.35120QAM 643
    33010000038.85120QAM 644
    42360000038.55120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    710.434.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    7OFDMA2087400000000
  • Looks like the router may have been forced to restart due to errors earlier, there was also 16 consecutive T3 errors yesterday (making it a T4 time out) - the Sync errors are also indicative of a problem.

    This all needs investigation by a Virgin Engineer (if you wait a few days, the forum team will reach out). Could also contact the social media team on X/Facebook - this may be quicker.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Hey mattcodling, thank you for reaching out and I am so sorry to see you've been having some connection issues.

        Thank you posting all this information its been very helpful.

        I am going to send you a DM to look into this.