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Markyecc
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Cable modem losing connection (Modem Mode)

Hi,

Over the past few weeks I have been encountering regular dropouts. This has been highly disruptive and can range from 1-5 dropouts per day, occasionally more, where I will have to constantly restart the router (if it isn't restarting itself at the time) till it gets any type of connection again. I have followed all the advice on the troubleshooting making sure that cable connections are tight etc. but nothing I've done has been able to sort this issue.

If anyone can help please I would be grateful as this is very frustrating especially when having to work from home at times.

Thanks in advance

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Markyecc
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Re: Cable modem losing connection (Modem Mode)

Logs from this morning:

Downstream bonded channels

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

1139000000-337256 qam1
2147000000-3.537256 qam2
3155000000-3.733256 qam3
4163000000-3.531256 qam4
5171000000-3.236256 qam5
6179000000-3.438256 qam6
7187000000-3.537256 qam7
8195000000-3.438256 qam8
9203000000-3.438256 qam9
10211000000-3.538256 qam10
11219000000-3.537256 qam11
12227000000-338256 qam12
13235000000-3.238256 qam13
14243000000-338256 qam14
15251000000-3.438256 qam15
16259000000-3.238256 qam16
17267000000-338256 qam17
18275000000-2.738256 qam18
19283000000-238256 qam19
20291000000-2.438256 qam20
21299000000-238256 qam21
22307000000-2.438256 qam22
23315000000-2.238256 qam23
24323000000-1.238256 qam24



Downstream bonded channels

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

1Locked37.63601953625
2Locked37.3676738718
3Locked33.45390157378
4Locked31.14802669162
5Locked36.61224788
6Locked38.23132944731
7Locked37.64634026335
8Locked38.293730
9Locked38.219970
10Locked38.212100
11Locked37.610960
12Locked38.614690
13Locked38.613880
14Locked38.67630
15Locked38.68170
16Locked38.67750
17Locked38.610040
18Locked38.65790
19Locked38.65010
20Locked38.95910
21Locked38.66020
22Locked38.65750
23Locked38.64580
24Locked38.63520

 

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Markyecc
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Re: Cable modem losing connection (Modem Mode)

Upstream bonded channels

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

15370000051512064 qam8
23940000051512064 qam10
34620000051512064 qam9
46030000051512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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Markyecc
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Re: Cable modem losing connection (Modem Mode)

Network Log

Time Priority Description

10/07/2021 07:17:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:17:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:16:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:14:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:13:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:11:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:06:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:03:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:57:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:55:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:49:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 01:50:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:41:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:41:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:39:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:39:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:35:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Markyecc
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Message 5 of 10
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Re: Cable modem losing connection (Modem Mode)

Broadband status monitor that I set up yesterday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fe5c5c158b35b351d6b5d7a7305453952a837851
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Andrew-G
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Re: Cable modem losing connection (Modem Mode)

Downstream SNR is too low on a couple of channels, there's too many uncorrected (post-RS) errors, and upstream power's maxed out.  I've marked for the forum staff to advise.  Could be an area fault that is already being investigated and fixed, might be specific to your connection and need a technician visit.

The staff can arrange a tech visit if needed (avoiding the misery of the VM's telephone support), but they may need you to temporarily put the hub back in router mode so that they can remotely check status data.  And when you do that, the hub will reset the error counters to zero, and renegotiate all channels, so initially it will probably all look good before falling apart again because the underlying physical fault will remain.

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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Markyecc
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Re: Cable modem losing connection (Modem Mode)

Thanks for your reply Andrew-G and thank you for marking the post.

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Ashleigh_C
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Message 8 of 10
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Re: Cable modem losing connection (Modem Mode)

Hi there @Markyecc

 

Thank you so much for your post and I am so sorry to see you are facing these issues! 

 

I have looked at your account and I can see there are some issues showing with the Hub specs, for this reason I believe it would be best to get an engineer out for you to look into the equipment. 

 

Please keep and eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

 

Thank you. 

Ash_C
Forum Team



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Markyecc
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Message 9 of 10
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Re: Cable modem losing connection (Modem Mode)

Hi,

The issue was resolved today by the engineer. The cabling was damaged outside the house and needed replacing, all working fine now.

Thank you for all your help!

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Ayisha_B
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Re: Cable modem losing connection (Modem Mode)

Hi @Markyecc,

 

Thanks so much for popping back with an update. We are glad to hear the engineer was able to get this resolved 🙂

 

Have a lovely evening!

Ayisha_B
Forum Team



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