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Message 1 of 18
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Broadband keeps dropping out

Hi there,

I joined VM just over a week ago and my internet keeps dropping - speeds otherwise all as expected but losing connection 4-5 times a day on average, more on some days.

I've followed the advice from THIS link and set up a free “BQM” to continually monitor the state of my connection. So far, so good.

Then I logged into my hub (at http://192.168.0.1/ ) and could not find anywhere to copy the log data from. See pic. below - do I have a newer hub that does not allow access to the "downstream, upstream, & network logs pages"?

If anyone can point me to how to access the log data so I can post it here, I would be most grateful.

VM Hub home screen.png

 

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Message 2 of 18
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Re: Broadband keeps dropping out

When you connect to your hub and see a "Welcome back" login screen, don't log in.  Just click on the link below the password entry box that says "Check router status".  That'll bring up a window with five tabs...then follow Dr Brennand's advice that you linked to.

When posting, make sure the data is formatted text not an image.

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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Message 3 of 18
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Re: Broadband keeps dropping out

Hey Andruser, thanks so much for clearing that up. Logs are as follows:-

Downstream bonded channels

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

11387500003.538256 qam1
2146750000338256 qam2
31547500003.238256 qam3
41627500003.238256 qam4
5170750000338256 qam5
6178750000338256 qam6
71867500002.938256 qam7
81947500002.538256 qam8
92027500002.538256 qam9
10210750000238256 qam10
112187500002.238256 qam11
12226750000238256 qam12
132347500001.938256 qam13
142427500002.238256 qam14
15250750000238256 qam15
162587500002.238256 qam16
172667500002.538256 qam17
182747500002.238256 qam18
192827500002.238256 qam19
202907500002.738256 qam20
212987500002.738256 qam21
22306750000338256 qam22
233147500003.538256 qam23
243227500002.938256 qam24



Downstream bonded channels

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

1Locked38.6450
2Locked38.6110
3Locked38.950
4Locked38.950
5Locked38.950
6Locked38.940
7Locked38.660
8Locked38.980
9Locked38.970
10Locked38.900
11Locked38.670
12Locked38.650
13Locked38.950
14Locked38.960
15Locked38.990
16Locked38.990
17Locked38.950
18Locked38.960
19Locked38.970
20Locked38.960
21Locked38.960
22Locked38.980
23Locked38.950
24Locked38.6200
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Re: Broadband keeps dropping out

Upstream bonded channels

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

1462000004.225512064 qam6
2537000004.325512064 qam5
3394000004.15512064 qam7
4326000004.1512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Broadband keeps dropping out

Network Log

Time Priority Description

01/07/2020 13:47:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 13:47:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 18
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Re: Broadband keeps dropping out

Hi 11th Hour,

 

Thank you for your post and welcome to Virgin Media and the community.

 

I am sorry to understand that you have been having some broadband trouble since joining. I've been unable to find anything out of the ordinary from this side, your hub specs are all showing green here.

 

Can you please perform a factory reset on the hub for me? You'll need to stick a pin or something of similar size, into the back of the router where the reset pin hole is for at least 30 seconds. The hub lights will cycle through from white to flashing green, once the base light has returned to a stable white (sometimes can look blue if the hub is new) you'll be able to connect again - please let me know if things improve from there.

 

If there's anything else just give me a shout.

 

Kind regards,

 

Beth

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Message 7 of 18
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Re: Broadband keeps dropping out

Hi Beth, thanks for your reply.

I will perform the factory reset as soon as I can, but I have a question: the Network Log shows dozens of warnings and "Critical" entries - is that normal??

I note that you said that you were unable to find anything out of the ordinary, but shouldn't all these warnings and critical errors tell you that something is not right? I know I'm just a layman with no knowledge of these things but it seems really weird that within the first week the log is full of critical warnings...

Anyway, thanks again - I'll reply once I've been able to do the factory reset.

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Re: Broadband keeps dropping out

Thank you for that information. Please do let us know once it has been done. 

 

^Martin

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Message 9 of 18
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Re: Broadband keeps dropping out

Hi Martin,

Thanks for your reply. I tried doing a factory reset this morning - still getting occasional drop outs & log still got lots of errors - is there anything else that can be done? :-

Network Log

Time Priority Description

03/07/2020 00:56:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 00:14:30criticalReceived 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;
03/07/2020 00:11:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 00:11:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 00:11:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 00:11:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 00:11:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 18
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Re: Broadband keeps dropping out

Thank you for that information. 

 

What I am going to do is send you a private message so we can look into this. 

 

^Martin

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