Virgin Media Community

[NMGrey]

Connection drops for all devices. Outbound traffic drops before inbound traffic, on VOIP I can usually hear the person I am on a call with for 4-5 seconds as they try to tell me they cannot hear me. Then internet will drop completely.

This happens across multiple devices (computers, iPads, iPhones) on both wired and wireless connections. It happens on devices wired to the hub as well as wireless devices.

This happens at all hours of the day. I have woken up without internet, gone to bed without internet, lost internet at various points throughout the day at any hour.

Frequency, is between 1-3 times per day. Sometimes yellowy-white light is stable throughout, sometimes some lights will start flashing green, sometimes will get a red light

[NMGrey]

Downstream bonded channels

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

1	402750000	8.5	40	256 qam	25
2	186750000	9.5	40	256 qam	7
3	194750000	9.3	40	256 qam	8
4	202750000	8.9	40	256 qam	9
5	210750000	8.6	40	256 qam	10
6	218750000	8.4	40	256 qam	11
7	226750000	8.8	40	256 qam	12
8	234750000	9.1	40	256 qam	13
9	242750000	9.3	40	256 qam	14
10	250750000	9.4	40	256 qam	15
11	258750000	9.5	40	256 qam	16
12	266750000	9.6	40	256 qam	17
13	274750000	9.8	40	256 qam	18
14	282750000	10	40	256 qam	19
15	290750000	10.1	40	256 qam	20
16	298750000	10.5	40	256 qam	21
17	306750000	10.4	40	256 qam	22
18	314750000	9.8	40	256 qam	23
19	322750000	9	40	256 qam	24
20	410750000	8.5	40	256 qam	26
21	418750000	8.5	40	256 qam	27
22	426750000	8.9	40	256 qam	28
23	434750000	8.8	40	256 qam	29
24	442750000	8.5	40	256 qam	30

Downstream bonded channels

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

1	Locked	40.3	889	1576
2	Locked	40.9	800	1794
3	Locked	40.3	869	1770
4	Locked	40.3	815	1925
5	Locked	40.3	893	1697
6	Locked	40.3	875	1701
7	Locked	40.3	846	1990
8	Locked	40.3	841	1807
9	Locked	40.9	797	1682
10	Locked	40.3	851	1952
11	Locked	40.3	768	1947
12	Locked	40.3	948	1636
13	Locked	40.9	860	1844
14	Locked	40.3	863	1749
15	Locked	40.3	916	1724
16	Locked	40.9	906	1776
17	Locked	40.3	855	1758
18	Locked	40.9	817	1984
19	Locked	40.9	901	1830
20	Locked	40.3	918	1527
21	Locked	40.3	885	1554
22	Locked	40.3	938	1450
23	Locked	40.3	886	1422
24	Locked	40.9	908	1474

[NMGrey]

Upstream bonded channels

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

1	39400000	38.3	5120	64 qam	6
2	25800000	37.5	5120	64 qam	8
3	46200000	38.3	5120	64 qam	5
4	32600000	37.8	5120	64 qam	7

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

Network Log

Time Priority Description

16/01/2021 16:06:54	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:38:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:31:14	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;
16/01/2021 13:29:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:26:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 19:10:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 19:00:58	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;
15/01/2021 18:57:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:56:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:55:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:53:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:52:37	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;
15/01/2021 18:50:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:48:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gary_dexter]

Some of your downstream levels are too high and there’s noise on the line indicated by the Post-RS errors. 

You’ll likely need an engineer. 

[Lisa_CC]

A warm welcome to our Community Forum NMGrey and sorry about the internet connection problems you're facing. I've had a look at your details using the information we have on here and can see that you've spoken to an agent who has arranged for an engineer to take a look at your connection. Please wait for the visit and let us know how it goes.

Thanks,

Lisa

[tomcoll]

Hi Lisa, I have exactly the same issue as NMGrey, I have been intermittently losing connection since Christmas. I have tried calling an engineer but it keeps telling me after it runs the automated tests on the phone that it looks like my hub needs restarting then hangs up.

It even tells me this when the internet is currently working...

It's a bit frustrating, any idea how I can actually get to talk to someone to arrange an engineer please?

Thanks

[Lisa_CC]

Sorry you're having problems too tomcoll. Can you give us more detail about your own issue to help us with diagnostics? I've managed to take a peek at your network details using the information from here but cannot find any issues with the downstream or upstream channels and everything is well within range.

However I can see some missing data which isn't normal. I've arranged for a replacement Hub to be sent out to you to see if it helps and it can take up to 5 days to arrive. Please activate it and let us know how it goes as this is a strange one with the "bits" missing and it could be the Hub not reporting to us properly or something else we need to look at on our end.

Thanks,

Lisa

[tomcoll]

Thanks for getting back to me so quickly, that's great I will definitely try the new hub.

I haven't had any issues today, last time I noticed the connection drop was Friday afternoon. Next time it happens I will log on to the hub and report the details. I have tried the service status check when it has been down and that all reports OK, which seems weird. 

Thanks again for your help, I'll let you know as soon as I have more info.

Tom

[gary_dexter]

---

@tomcoll wrote:

Thanks for getting back to me so quickly, that's great I will definitely try the new hub.

I haven't had any issues today, last time I noticed the connection drop was Friday afternoon. Next time it happens I will log on to the hub and report the details. I have tried the service status check when it has been down and that all reports OK, which seems weird. 

Thanks again for your help, I'll let you know as soon as I have more info.

Tom

---

What’s actually dropping though? Wired or wireless connections?

[tomcoll]

Both wired and wireless.

Thanks

Tom