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Disconnects

Have been experiencing network disconnects since joining and it has only got worse, presume packet loss, have called several times now and been promised they've adjusted their end and hard reset router to fix and try to blame the game when it's not the game, my entire connection drops so outside of gaming I am affected. Had several in a row tonight and every time I get a disconnected it either freezes my in game movement for 5-10 seconds or it just kicks me from the match due to instability. I have port forwarded and made sure anti-virus has no impact, this has not helped. Please see data below:

Downstream bonded channels

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

1298750000-138256 qam21
2138750000-1.938256 qam1
3146750000-1.938256 qam2
4154750000-1.938256 qam3
5162750000-1.938256 qam4
6170750000-1.938256 qam5
7178750000-1.938256 qam6
8186750000-1.738256 qam7
9194750000-1.738256 qam8
10202750000-1.538256 qam9
11210750000-1.538256 qam10
12218750000-1.438256 qam11
13226750000-1.438256 qam12
14234750000-138256 qam13
15242750000-1.238256 qam14
16250750000-1.238256 qam15
17258750000-1.238256 qam16
18266750000-1.238256 qam17
19274750000-138256 qam18
20282750000-138256 qam19
21290750000-138256 qam20
22306750000-0.738256 qam22
23314750000-0.738256 qam23
24322750000-0.738256 qam24



Downstream bonded channels

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

1Locked38.6430
2Locked38.6330
3Locked38.6170
4Locked38.9180
5Locked38.9370
6Locked38.9900
7Locked38.9570
8Locked38.9500
9Locked38.9690
10Locked38.9440
11Locked38.91030
12Locked38.9180
13Locked38.9280
14Locked38.9310
15Locked38.9270
16Locked38.9330
17Locked38.91130
18Locked38.9160
19Locked38.9160
20Locked38.9300
21Locked38.9110
22Locked38.9150
23Locked38.6400
24Locked38.9530

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999953.975512064 qam3
2537000003.975512064 qam2
3603000003.975512064 qam1
4394000063.95512064 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Disconnects

hub network log

01/08/2019 19:36:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 01:02:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2019 23:46:1ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2019 09:30:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 23:27:42noticeSW Download INIT - Via NMS
06/08/2019 23:29:34noticeSW download Successful - Via NMS
07/08/2019 01:19:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2019 17:04:57noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2019 20:16:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2019 00:32:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2019 04:44:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2019 09:47:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Disconnects

network-disconnects.jpg

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Re: Disconnects

network disconnects8.PNG

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Re: Disconnects

Can I have some assistance Virgin Media??

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Re: Disconnects

Hi Aygoblue123

 

Thanks for posting and welcome to our community. Sorry to hear you're having issues with our internet services. We know how frustrating this can be when your services are interrupted.

 

Are you using a 3rd party router at all? If you are can you disconnect this router and put the system back as it was when we installed it with the hub in router mode and see how you go with this.

 

If you are not using a 3rd party router please let us know and we will do further diagnostics for you.

 

Thanks Jodi.

 

 

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Re: Disconnects

Had no reply for 4 days so bought another router and things are improved. A pain to switch it all back. From the data provided what has been going on?

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Alessandro Volta
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Message 8 of 9
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Re: Disconnects

Try a new CAT6 cable

run
devmgmt.msc
find the Intel NIC > properties > power management tab uncheck Energy Efficient Ethernet and ok

---------------------------------------------------------------
BQM, Test for outgoing ports and SSL/L2TP VPN test
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Re: Disconnects

Hi aygoblue123,

 

Glad to hear everything is sorted.

 

If you need anything further, please give us a shout.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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