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Vanitas
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Message 1 of 14
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Connection drops

Hello,

I am getting a regular connection drops about 6pm every day when I need broadband the most. Internet disconnects then comes back after about a minute. It happens a couple of times then the problem goes away, I had odd disconnect here and there late in the night like 1am.

I switched from 200Mb to 1Gbit recently, did not have any issues previously.

Can you please advise?

Best regards, Vanitas

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Vanitas
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Message 2 of 14
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Re: Connection drops

Info from router:

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0



3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

2533100000010.40000240.366287QAM25625
1021100000011.00000040.366287QAM25610
1121900000010.90000240.366287QAM25611
1222700000010.50000040.946209QAM25612
132350000009.90000240.946209QAM25613
142430000008.80000340.366287QAM25614
152510000008.50000038.983261QAM25615
162590000007.59999840.366287QAM25616
172670000008.19999740.366287QAM25617
182750000008.80000340.366287QAM25618
192830000008.80000340.366287QAM25619
202910000008.80000340.946209QAM25620
212990000008.69999740.366287QAM25621
223070000009.09999840.366287QAM25622
233150000009.69999740.366287QAM25623
2432300000010.30000340.366287QAM25624
2633900000011.19999740.946209QAM25626
2734700000011.69999740.366287QAM25627
2835500000011.69999740.366287QAM25628
2936300000012.19999740.366287QAM25629
3037100000012.50000040.366287QAM25630
3137900000012.50000040.366287QAM25631
3238700000012.00000040.366287QAM25632
3339500000011.50000040.366287QAM25633
3440300000011.50000038.983261QAM25634
3541100000011.09999840.366287QAM25635
3641900000010.69999738.983261QAM25636
3742700000010.80000338.983261QAM25637
3843500000010.19999740.366287QAM25638
3944300000010.59999840.366287QAM25639
4045100000010.00000040.366287QAM25640



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.94620900
13Locked40.94620900
14Locked40.36628700
15Locked38.98326100
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
26Locked40.94620900
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.36628700
34Locked38.98326100
35Locked40.36628700
36Locked38.98326100
37Locked38.98326100
38Locked40.36628700
39Locked40.36628700
40Locked40.36628700
 
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Vanitas
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Message 3 of 14
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Re: Connection drops

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000044.5205995120 KSym/sec64QAM8
25370000045.7705995120 KSym/sec64QAM6
36030000046.5205995120 KSym/sec64QAM5
44620000045.0205995120 KSym/sec64QAM7


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000
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Vanitas
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Message 4 of 14
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Re: Connection drops

Network Log

Time Priority Description

Thu Jan 1 00:01:21 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 23 17:45:19 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:17 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 23 17:48:07 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 23 17:48:17 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cm
Tue Mar 23 17:49:31 20216SW download Successful - Via Config file
Tue Mar 23 17:52:05 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 23 18:04:23 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 23 18:24:38 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 1 02:49:51 20214DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 1 02:49:53 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr 3 10:34:56 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr 3 23:04:53 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 6 08:15:43 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Apr 7 03:42:21 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Apr 7 16:52:08 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 8 21:39:26 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Andrew-G
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Message 5 of 14
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Re: Connection drops

I've flagged that for staff to advise, I suspect you'll need a technician visit (that they can arrange) as your downstream power levels are too high on some channels, and the range of power levels from 7.5dBmV to 12.5 dBmV is probably too great.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Gareth_L
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Message 6 of 14
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Re: Connection drops

Hello Vanitas

Thanks for your post 

As @Andrew-G has advised your Downstream levels are way out of rang

So I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

Vanitas
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Re: Connection drops

Thanks for booking the engineer, I appreciate it - will update here after the visit.

Regards, V

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Gareth_L
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Message 8 of 14
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Re: Connection drops

No problem at all Vanitas

Sorry we had to though

Looking forward to your update 

Gareth_L

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Vanitas
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Message 9 of 14
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Re: Connection drops

Hello, 

Friendly engineer came around and the following were fixed:
- steep curve of cable going out from wall mount (was close to corner of room and cable was very bent)
- re-done cable connector to livebox
- adjusted signal strength to appropiate levels

Engineer just left so I will monitor if I am getting any more disconnects, but the faults were making sense, given the symptoms.

Thanks you for the support 🙂

//Edit
Its now 30min after engineer left, I already had two connection drops, same as before =/

Vanitas
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Message 10 of 14
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Re: Connection drops

So in total after fixes I had 5 disconnects over an hour, problems stopped around 19:30 BST

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