Forum Discussion

Ziggywiththeeye's avatar
Ziggywiththeeye
Tuning in
2 years ago

Frequent and disruptive internet drop-outs

Greetings,

I have been a Virgin Media customer for almost a year now and the entire time I don't believe I have been receiving anything like the service that I'm paying for. I've had frequent and relentless drops in connection, practically daily, for weeks at a time. the drops last from anywhere between 2 minutes and half an hour. Hours spent on the phone to technical support in god-knows-where has yielded zero improvement and were a waste of my time. These mainly consisted of the operator on the other end just running tests on my connection. Which at the time of the call (when the internet was working again) unsurprisingly showed that the internet was, in fact, working. Detective work that I could do myself, frankly. These problems are impacting me in the form of an annoyance but are affecting my partners ability to do her job. Countless meeting abruptly ended for an unknown period of time is taking its toll.

 

I would like to know why this keeps happening.

 

Connection
down
dropout
WIFI
  • Ziggywiththeeye's avatar
    Ziggywiththeeye
    Tuning in
    2 years ago
    Cable Modem StatusItem Status Comments
    Acquired Downstream Channel (Hz)
    139000000
    Locked
    Ranged Upstream Channel (Hz)
    30100000
    Locked
    Provisioning State
    Online
    		 
     
    Downstream bonded channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    11390000001.936256 qam1
    2147000000236256 qam2
    31550000001.936256 qam3
    41630000001.537256 qam4
    51710000001.937256 qam5
    61790000002.237256 qam6
    71870000002.537256 qam7
    81950000002.737256 qam8
    92030000002.737256 qam9
    102110000002.937256 qam10
    11219000000337256 qam11
    12227000000337256 qam12
    132350000003.237256 qam13
    142430000003.237256 qam14
    152510000003.737256 qam15
    162590000003.937256 qam16
    172670000004.137256 qam17
    182750000004.537256 qam18
    192830000004.538256 qam19
    202910000004.537256 qam20
    21299000000537256 qam21
    223070000004.638256 qam22
    23315000000538256 qam23
    243230000005.337256 qam24

     

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked36.652940
    2Locked36.63010
    3Locked36.611950
    4Locked37.3900
    5Locked37.3470
    6Locked37.3340
    7Locked37.6240
    8Locked37.6200
    9Locked37.316560
    10Locked37.31150
    11Locked37.623920
    12Locked37.68050
    13Locked37.6470
    14Locked37.6310
    15Locked37.6140
    16Locked37.3220
    17Locked37.6200
    18Locked37.6270
    19Locked38.6230
    20Locked37.6340
    21Locked37.66490
    22Locked38.66250
    23Locked38.65530
    24Locked37.66270

     

     
     

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    13010000038.5512064 qam9
    23660000038.8512064 qam6
    34310000039.3512064 qam5
    44960000039.3512064 qam4
    52360000038.8512032 qam10


     

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1ATDMA0010
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

     

     
    • Ziggywiththeeye's avatar
      Ziggywiththeeye
      Tuning in
      2 years ago
      General Configuration
       
      Network access
      Allowed
      Maximum Number of CPEs
      1
      Baseline Privacy
      Enabled
      DOCSIS Mode
      Docsis30
      Config file
      cmreg-vmdg505-bbt060-b.cm


      Primary Downstream Service Flow

      SFID105244
      Max Traffic Rate287500061
      Max Traffic Burst42600
      Min Traffic Rate0


      Primary Upstream Service Flow

      SFID105243
      Max Traffic Rate27500061
      Max Traffic Burst42600
      Min Traffic Rate0
      Max Concatenated Burst42600
      Scheduling TypeBestEffort

      Network Log

      Time Priority Description
      13/02/2024 20:20:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 18:05:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 18:03:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:54:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:40:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:39:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:39:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:38:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:38:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/02/2024 11:38:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/02/2024 08:13:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/02/2024 02:53:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      06/02/2024 20:58:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      06/02/2024 09:12:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      05/02/2024 01:37:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      02/02/2024 23:02:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      31/01/2024 10:16:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      30/01/2024 06:23:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      28/01/2024 16:49:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      26/01/2024 18:23:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
       
      • David_Bn's avatar
        David_Bn
        Forum Team
        2 years ago

        Good Afternoon Ziggywiththeeye, thanks for reaching out to us on our Community Forums, and a very warm welcome to you!

        Sorry to hear of the of the connection issues you've been experiencing with our services.

        I've been able to look into this for you, but no issues were apparent when running a flow on the hub.

        Can you please confirm when you last performed a reset on the hub?

        Thanks,

        David_Bn