Cable modem losing connection/rebooting

[DannyF]

Hello,

My cable modem keeps rebooting itself - maybe because its losing the connection.  I am working from home and its extremely disruptive being dropped from meetings 10 minutes at a time while it reconnects.

I also noticed that I seem to be on 30mbit even though I'm paying a lot, but the minimum available on the site seems to be 100mbit now.  Is is time for my equipment to be upgraded?

Thanks in advance

[gilbertouk]

I think I'm having the same problem as you, I contacted Virgin via chat and they asked me to separate my 2.4GHz 5GHz wifi network, I did that but it didn't solve my problem, minutes after I ended the chat with support my connection keeps dropping constantly. It all started last night and so far it remains the same.

[gilbertouk]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	8.9	40	256 qam	25
2	203000000	6.3	38	256 qam	9
3	211000000	7.1	38	256 qam	10
4	219000000	7	38	256 qam	11
5	227000000	6.9	38	256 qam	12
6	235000000	7	38	256 qam	13
7	243000000	7	38	256 qam	14
8	251000000	6.9	38	256 qam	15
9	259000000	6	38	256 qam	16
10	267000000	6.1	38	256 qam	17
11	275000000	6.4	38	256 qam	18
12	283000000	7.4	38	256 qam	19
13	291000000	8	38	256 qam	20
14	299000000	8.8	38	256 qam	21
15	307000000	8.9	38	256 qam	22
16	315000000	9	38	256 qam	23
17	323000000	8.9	38	256 qam	24
18	339000000	9	38	256 qam	26
19	347000000	9.3	38	256 qam	27
20	355000000	9	38	256 qam	28
21	363000000	8.8	40	256 qam	29
22	371000000	8.9	40	256 qam	30
23	379000000	9	38	256 qam	31
24	387000000	9.1	40	256 qam	32

Downstream bonded channels

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

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

Upstream bonded channels

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

1	60300000	48.8	5120	64 qam	1
2	46200000	48.3	5120	64 qam	3
3	39400035	48	5120	64 qam	4
4	53700000	48.5	5120	64 qam	2

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

[gilbertouk]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	326070
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	326069
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

06/07/2021 14:22:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 13:57:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 13:27:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 12:32:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 12:21:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 16:05:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:54:41	critical	Received 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;
05/07/2021 08:50:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:50:41	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:50:41	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:49:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:49:53	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[DannyF]

I don't think I'm too far from the box - a couple of streets away I think.

No more reboots today so far.  Here is the monitor for today since I posted here.

[gilbertouk]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0c25f3ed28e805e52719353918633efd0a...

[lotharmat]

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@DannyF wrote:

I don't think I'm too far from the box - a couple of streets away I think.

No more reboots today so far.  Here is the monitor for today since I posted here.

---

Looks a bit spiky!

[gilbertouk]

I don't know what else to do, my broadband just doesn't work.

[DannyF]

Thanks for your help so far. What do you think I can do to improve things? Would I need to phone customer service? They don’t seem to be following here. I thought they used to be active here

[lotharmat]

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@gilbertouk wrote:

I don't know what else to do, my broadband just doesn't work.

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You should start your own thread. - That way people will be able to help you!

[lotharmat]

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@DannyF wrote:

Thanks for your help so far. What do you think I can do to improve things? Would I need to phone customer service? They don’t seem to be following here. I thought they used to be active here

---

There's not much you can do to be honest - Calling customer services can be really frustrating but it *can* work.

VM Staff usually pick these up in a day or so!