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Connection dropping out

mattcodling
On our wavelength

Hello,

Recently my VM connection has been dropping out every now and then. It only drops out very shortly but it’s obviously not ideal. This never used to happen.

I’ve reset the router twice which seemed to fix the issue temporarily, but I shouldn’t need to keep doing this. 
tried to speak with VM support but it’s impossible to just get an engineer out.

Anyone able to assist on how to just organise an engineer? I pay a lot for my service and don’t need the hassle of speaking with someone for an hour to get one booked. 
thanks

7 REPLIES 7

RT123
On our wavelength

Hi,

Could you please provide the downstream, upstream and network logs?

To get these - go to 192.168.0.1 (or 192.168.100.1 if in modern mode) and click “Check Router Status’ 

There’s the forum team here - but they can take a few days to respond (and sometimes ignore clear issues) 

I do not work for VM, just trying to help!

mattcodling
On our wavelength

Thanks, I'm on the router page now but can't seem to find an option to export the Downstream, Upstream. The Network Logs don't load. I've attached a snip of the Status.

mattcodling_0-1715683298178.png

 

Got a little further after a reboot through web console. I'm seeing these critical messages from the last few days in the network log: This could just be extra noise for all I know. Have blanked out MAC.

 

Time Priority Description

14-05-2024 11:56:12noticeGUI Login Status - Login Success from LAN interface
14-05-2024 10:46:10noticeREGISTRATION COMPLETE - Waiting for Operational status
14-05-2024 10:46:06noticeUS profile assignment change. US Chan ID: 7; Previous Profile: 13; New Profile: 11 13.;CM-MAC=xxxxx;CMTS-MAC=xxxxxCM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:46:01noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxCMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxxxxx35;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:51noticeHonoring MDD; IP provisioning mode = IPv4
14-05-2024 10:45:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:27criticalCable Modem Reboot because of - unknown
13-05-2024 14:08:48critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=xxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
13-05-2024 14:08:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
13-05-2024 14:07:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
11-05-2024 01:17:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
05-05-2024 08:26:17criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:32:30criticalCable Modem Reboot because of - Reboot Timezone Change
02-05-2024 17:32:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:29:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:29:17criticalCable Modem Reboot because of - pin-reset

mattcodling
On our wavelength

Downstream info:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000003.441QAM 25622
21460000006.140QAM 2562
31540000005.940QAM 2563
41620000005.540QAM 2564
51700000005.140QAM 2565
61780000004.840QAM 2566
71860000004.640QAM 2567
81940000004.640QAM 2568
92020000004.740QAM 2569
102100000004.840QAM 25610
112180000004.741QAM 25611
122260000004.441QAM 25612
132340000004.141QAM 25613
14242000000441QAM 25614
152500000003.941QAM 25615
162580000004.141QAM 25616
172660000004.141QAM 25617
18274000000441QAM 25618
19282000000441QAM 25619
202900000004.241QAM 25620
212980000003.941QAM 25621
223140000003.341QAM 25623
233220000003.241QAM 25624
24330000000341QAM 25625
253700000002.441QAM 25626
263780000002.141QAM 25627
273860000001.741QAM 25628
283940000001.541QAM 25629
294020000001.341QAM 25630
304100000001.641QAM 25631
314180000001.841QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4000
3Locked4000
4Locked4000
5Locked4000
6Locked4000
7Locked4000
8Locked4000
9Locked4000
10Locked4000
11Locked4100
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4100
22Locked4100
23Locked4100
24Locked4100
25Locked4100
26Locked4110
27Locked4100
28Locked4100
29Locked4100
30Locked4110
31Locked4100

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked39-5.9173850790

Upstream:

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000039.55120QAM 641
14310000039.55120QAM 642
23660000039.35120QAM 643
33010000038.85120QAM 644
42360000038.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
710.434.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
7OFDMA2087400000000

RT123
On our wavelength

Looks like the router may have been forced to restart due to errors earlier, there was also 16 consecutive T3 errors yesterday (making it a T4 time out) - the Sync errors are also indicative of a problem.

This all needs investigation by a Virgin Engineer (if you wait a few days, the forum team will reach out). Could also contact the social media team on X/Facebook - this may be quicker.

I do not work for VM, just trying to help!

mattcodling
On our wavelength

Thanks, I’ll wait for a forum admin!

Hey mattcodling, thank you for reaching out and I am so sorry to see you've been having some connection issues.

Thank you posting all this information its been very helpful.

I am going to send you a DM to look into this.

Matt - Forum Team


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