Virgin Media Community

[ConnorM1991]

Hi,

I have a wired connection to my xbox series s with the 350mpbs package. Since about a couple of weeks ago it keeps randomly disconnecting me from the internet and then connects me again 20 seconds later. I've tested the xbox through my mobile hotspot and it works fine so i'm assuming an issue with the internet.

Please can someone help?!

[Adduxi]

Do any other devices drop connection?   Post your power levels and network log from the Hub and setup a BQM to monitor your incoming circuit  www.thinkbroadband.com/ping

Once done we can comment .

[Kath_F]

Hi ConnorM1991, 

Thanks for your post and a big welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with disconnections on your Xbox. 

Taking a look at the Hub, the downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi ConnorM1991, 

Thanks for coming back to me via private message with your information. 

I've gone to book the engineer but it looks as though you've already called in and arranged this with the team. 

Please let us know how the visit goes and if you need further help, you know where we are 🙂 

Thanks, 

[ConnorM1991]

Hi,

This has started happening again. Veru frustrating. I've copied all my network logs if someone is able to advise on a fix for this?

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

1	331000000	9.5	40	256 qam	25
2	203000000	7.3	40	256 qam	9
3	211000000	7	38	256 qam	10
4	219000000	6.8	38	256 qam	11
5	227000000	6.4	38	256 qam	12
6	235000000	5.8	38	256 qam	13
7	243000000	6	38	256 qam	14
8	251000000	6.5	40	256 qam	15
9	259000000	6.8	40	256 qam	16
10	267000000	6.5	38	256 qam	17
11	275000000	6.5	38	256 qam	18
12	283000000	6.8	38	256 qam	19
13	291000000	7	40	256 qam	20
14	299000000	7.8	38	256 qam	21
15	307000000	8.5	38	256 qam	22
16	315000000	9.1	40	256 qam	23
17	323000000	9.5	40	256 qam	24
18	339000000	9.5	40	256 qam	26
19	347000000	9.5	40	256 qam	27
20	355000000	9	40	256 qam	28
21	363000000	8.5	40	256 qam	29
22	371000000	8.4	38	256 qam	30
23	379000000	8.4	38	256 qam	31
24	387000000	8.1	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	40.3	8	0
3	Locked	38.9	5	0
4	Locked	38.9	5	0
5	Locked	38.6	6	0
6	Locked	38.9	0	0
7	Locked	38.9	5	0
8	Locked	40.3	9	0
9	Locked	40.3	6	0
10	Locked	38.9	5	0
11	Locked	38.6	5	0
12	Locked	38.9	6	0
13	Locked	40.3	8	0
14	Locked	38.6	5	0
15	Locked	38.9	6	0
16	Locked	40.3	19	0
17	Locked	40.3	3	0
18	Locked	40.3	5	0
19	Locked	40.9	8	0
20	Locked	40.3	5	0
21	Locked	40.3	21	0
22	Locked	38.9	7	0
23	Locked	38.9	4	0
24	Locked	38.9	8	0

[ConnorM1991]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400017	43.3	5120	64 qam	2
2	25799993	43.3	5120	64 qam	4
3	32600026	43.3	5120	64 qam	3
4	46199983	43.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[ConnorM1991]

Refresh data

Network Log

Time Priority Description

17/03/2022 18:56:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 15:08:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 19:17:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 05:02:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 05:02:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 10:43:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 17:02:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 17:02:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 08:21:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 05:02:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 05:02:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 23:33:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 17:02:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 17:02:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 06:50:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 05:02:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 05:02:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 15:18:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2022 17:02:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

The stats all look fine, so can't see any issues there.  Are you still using a direct wired connection to the Hub?

Setup a BQM here www.thinkbroadband.com/ping  and post the shared graph when done. 

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[Kath_F]

Hi ConnorM1991, 

Thanks for coming back to us in the Community to update us on things. 

Looking at our systems, I can see that you cancelled the engineer visit. Whilst the issue may be intermittent, as there is a prolonged power level issue, it's worth having the visit so we can correct these levels. 

If you would like me to re-book the visit back in, just reply here and I can book a new appointment for you. 

Thanks,