Virgin Media Community

[aenterhy]

Losing internet connection every few hours a day, VM status says that there is no broadband problem in my area (N7). But it is ...

- I did reset using reset button
- Checked my connection cable and splitter
- Tried disabling wifi network (and used cable to my PC)

How do I get technician to check what is happening?

Logs from router

Network Log
Time Priority Description
26/01/2023 09:36:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;
CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:36:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:36:41 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:35:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:35:41 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:35:41 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:34:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:34:33 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 09:34:33 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:26:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:26:27 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:26:27 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:20:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:19:39 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:19:38 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:19:38 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:19:38 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:17:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:07:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:03:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 16 0
3 ATDMA 0 0 52 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49599950 51 5120 32 qam 1
2 43099761 51 5120 32 qam 2
3 36599362 51 5120 32 qam 3

[Client62]

The Hub stats show 3 Upstream Channels all noise degraded to 32 qam. Mostly we see 4 or even 5 Upstream Channels & 64 qam is the optimum modulation.

First call VM on 0800 561 0061 for the most local fault reports.

VM Support are on 0345 454 1111 - Note they will not send an engineer if there is a known fault affecting several homes.

[aenterhy]

Called 0800 561 0061 
Been told that there is engineers working on this problem (but this sounds like just an automated answer and no one really working on this) 
How could I get an estimate? 

Should I also book technician in this case?  

[jbrennand]

That number will give you the best estimate - if there isnt one... then they have no idea yet!

While there is a known fault all tech visits are auto-cancelled

[Zach_R]

Hi @aenterhy,

Thank you for your posts and welcome to our community forums. We're here to help.

I am very sorry to hear that you've been experiencing some broadband issues recently. If we've advised we're aware of them then we'll be doing all that we can to resolve the issue ASAP. You can check our Service Status Checker or call 0800 561 0061 for updates.

Keep us posted on this, and if you need any further help then let us know.

Thanks,